Desktop Analyst Customer Service
Resume:
JOHN O. WILLIAMS II
Palmer, MA *****
Cell – 413-***-****
Email – **********@*****.***
OBJECTIVE: To gain employment at a progressive company where I can use problem solving and people skills to contribute to the growth and culture.
EMPLOYMENT HISTORY
Aimtheory Grafton, MA
General Manager 1/2022-10/2022
Execute business growth plans for our boutique sized DevOps consultancy firm
Maintain and grow a high quality pool of IT talent by means of screening, recruiting and interviewing
Maintain and grow client/partner relationships by means of regular check ins and meetings with all parties
Improve internal business processes
Verify invoicing and payroll were correct for the company every month
NSA Doors
Installer 2019-2022
Commercial door installation and the installation of door hardware from various vendors (ASSA Abloy, Schlage) including closers and locksets
Spray painting of doors using airless method
Wilson Language Training Oxford, MA
Desktop Analyst 10/2015 - 2019
Organize the technical aspects and logistics of remote AV meetings across remote sites and teaching
seminars using Zoom and MS Teams
Remotely connect with external users to troubleshoot issues involving the use of our online certification portal
Remotely connect and assist various users
Provide direct service to VPs including the owners of the company
Configure user accounts for external and internal employees for Active Directory, CRM, Teams, Zoom, Great Plains and customized certification portal.
Provide QA for SaaS during various sprints
Used ITIL to keep track of FreshService incidents,problems and changes to fix or identify trends and issues
Created weekly documentation to help users with self service, and to help Analysts quickly fix issues that arise and empower them to resolve some issues
Imaged desktops and laptops for new users(Chrome books, PCs, laptops, iMacs and Macs) both remote and in HQ
One on one trainings with various users and remote users to better utilize tools and software rolled out by Service Desk or Development team
Learning, troubleshooting, and administering all of Wilson’s 25 or more types of software and systems and many of them are homemade to aid over 300 different users and consumers
Help with transparency and communication involved with outages on internal and external sites to staff and consumers on our client facing website
Helped with implementing anti-virus / firewall solutions and assisted with a company roll out of a new AV solution
Updated the whitelists for the firewall
Resolved malware/virus issues
University of Pennsylvania School of Veterinary Medicine Philadelphia, PA
Helpdesk Technician 11/2011-8/2015
In absence of the manager, dispensed work tickets and was used as a source of knowledge for escalated issues
Install images to virtualized thin clients
Maintain PCs/Macs/laptops/iMacs and systems within the Hospital(surgery suites), laboratory and classroom environments
Dell KACE administrator which includes monitoring and imaging computers existing on the domain
Set up and resolved issues with AV and teleconferencing which includes testing and troubleshooting and communication with the vendor
Create, edit users and fix issues in MS Active Directory
Trained individuals with less experience in various issues relative to the unique environment of Vet UPenn
Fixed issues with user accounts and created user accounts relating to our core enterprise software
Displayed excellent customer service with VIP clients as well as VIP scientists, staff and the various Deans of the school
Plan and execute cost effective solutions for the Schools technological issues
Pennsylvania Convention Center Authority Philadelphia, PA
Helpdesk Technician 04/2010-11/2011
•First response technician to over 80 internal users within the PCCA including issues with CAD software
•Personally supported and purchased IT solutions and equipment for the VIPs including CEO/ PCCA Board members
•Installed/configured/fixed various enterprise driven apps when no documentation was available
•Created users, groups, security groups and distribution groups in Active Directory
•Create SSIDs (wireless networks) for incoming vendor shows such as the Philadelphia Auto Show and Flower Show
•Used LANDesk software to provide both remote assistance, image as well as enter tickets for the Helpdesk
Lippincott LLC Narberth, PA
Assistant Director of Customer Service & Customer Relations 08/2007-9/2009
•Supervised the work of office, administrative, and customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors and problems.
•Obtained and examined all relevant information to assess validity of complaints.
•Resolved customer complaints and answered customers' questions regarding policies and procedures.
•Implemented corporate and departmental policies, procedures, and service standards in conjunction with management.
Watchtower Bible and Tract Society of New York Incorporated Brooklyn, NY
Security Consultant/ Building Services Worker 08/2004 - 01/2007
•Trained and supervised employees in similar work as well as building maintenance.
•Implemented necessary security measurements for the safety of building tenants.
EDUCATION & TRAINING
Drexel University Blue & Gold Connection/ Community College of Philadelphia Philadelphia, PA
A.S. Degree in Computer Information Systems (LAN Option) 05/2004
GPA: 3.71; Attended on 2 year full scholarship; High Honors; Phi Theta Kappa Internship
SKILLS: Osha 10, Osha 30, Microsoft office Suite, Microsoft 365, Database Management, Windows Active Directory, Microsoft Exchange admin, Smartphone/Tablet troubleshooting, LANDesk ticketing system, MAC /iOS/ Android troubleshooting, Dell KACE imaging, Ghost imaging, CRM, MS GP, Teams, Zoom, Sharepoint, Office 365, A/V teleconferencing coordination and vendor collaboration, Fresh Service Ticketing, Imaging, Software Administration, Firewall administration (white lists), Malware/Security Admin, User training, Documentation, Software testing/QA, Familiarity and ongoing certified training in Python, SQL, Security +,Intune, AWS
LANGUAGES: English (native), Portuguese(fluent)
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