LISA RENEE WILLIAMS H: 678-***-**** adwocd@r.postjobfree.com

Experience

Custom T-Shirt Store Owner 05/2022 – Present Intrinsic Star LLC, Stone Mountain, GA

Independent artist who develops logos and ideas for t-shirts. I create mockups on design software, work on apparel and logo designs, assist with brand identity, and communicate with the client to understand their vision. Run day to day operations such as shipping, email correspondence, marketing and production of the designs of my customers or my own creations.

Analytical Technical Support Specialist 05/2018 – 05/2022 Ricoh USA, Tucker, GA

Provide technical assistance and support for incoming queries and issues related to printing issues. Vast knowledge of web applications, software and framework seeking to assist clients in all troubleshooting endeavors. Adept at resolving complex network issues. Utilized WFM to monitor call volume and organized a team to cover other tiers when experiencing overflow. Critical thinker who addresses customer support issues quickly and consistently exceeds performance standards. Highlights Troubleshooting proficiency Knowledge in MAC Systems Exceptional telephone etiquette, Superior verbal and written communication skills, Patient and diligent Familiarity with Key Performance Indicators (KPIs) Vast technical knowledge, Team leadership, MS Office proficiency, extremely organized Windows XP/7/10 Self-motivated Microsoft Office Specialist (MOS) Accomplishments Top representative in department with customer satisfaction surpassing 98%. Awarded a Customer Excellence Award upon the completion of a project that created opportunities for more business. Received award for customer service recognition and ability to work well within a team.

Technical Support II 08/2016 to 01/2018 Honey Baked Ham Sandy Springs, GA

Provide technical assistance and support for incoming queries and issues related to computer systems, software, hardware, and Point of Sale systems via phone, email, chat, or remotely. Ask questions to determine nature of problem, Walk internal customer through problem-solving Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN) Document and track issues with incident management systems Run diagnostic programs to isolate resolve problems Install, modify, and repair computer hardware and software; clean up computers Work with vendors to troubleshoot and resolve issues with phone and data Installs, configures, and maintains software and updates operating systems Move users and computers to the correct OU. Add and remove users from AD Systems

Technical Support 10/2015 to 02/2016 Practical Labs/ AT&T Atlanta, GA

Group association of devices for QA Testing Assured devices could receive FOTA Assigned authentication via mobile management software Imported software packages via IOT Pulled server logs to troubleshoot device issues Created Capability Files Communicated with other server groups to ensure load of new firmware Troubleshoot server errors Worked with customer service supervisor to resolve customer concerns. Escalated high priority issues as deemed necessary Tested and configured pre/postproduction devices Maintained records, logs and the lifecycle of work requests.

Consultant/Staff Engineer 01/2015 to 07/2015 Booz Allen Hamilton San Antonio, TX

Web Help Desk: Provided technical support covering all provisioned mobile devices at VA Medical Centers for the establishment, operation, administration, maintenance, migration, monitoring and retirement of information systems devices and applications within the VA mobile infrastructure. Helpdesk Support included Tiers II and III. Displayed courtesy and strong interpersonal skills with all customer interactions. Referred difficult issues to upper management while maintaining positive rapport with customer.

Tier II Team Lead 09/2012 to 01/2015 Stratix Corporation Norcross, GA

Provided Tier 2 remote technical support for wireless mobile device management and (BYOD) bring your own device users of iPhone, Android and Blackberry phones, tablets, wireless handheld scanners and Bluetooth printers. Utilized a proprietary ticketing system to manage day to day trouble reports from field personnel and device users. Project management skills to handle inbound calls from over 90 Fortune 500 Companies. Trained non – technical through proficient customers alike how to utilize various Mobile, PC and Apple devices. Used Microsoft Office Suite tools for reporting and communicating with customers, managers and team members. Basic configuration, repair/ replacement and command line troubleshooting for various wireless mobile devices. Facilitated the resolution of all hardware, software, communications and procedural problems. Created and updated Technical Training and Support Documents, Processes and Procedures. Ensured optimal productivity, quality customer satisfaction and technical resolutions were achieved in a timely manner. Configured and installed new hardware, upgraded existing hardware for various business requirements. Decommissioned outdated equipment as determined by vendor support contracts. Ensured all installations, upgrades and moves met or exceeded customer standards.

Contractor 01/2011 to 09/2012 Intrinsic Star LLC Duluth, GA

Assisted AT&T Small Business Customers with wireless issues. Provided first level problem determination and support to customers. This included interviewing the user while analyzing the user's request, quickly determining the appropriate resolution/escalation, communicating the resolution/escalation to the user, and fully documenting the process from the inception through closure and subsequent follow-up. Worked on proprietary software via VPN to resolve cellular billing, how to questions, troubleshooting, and network issues on Apple, Blackberry, Samsung, and various other cellular and wireless devices.

Technical Support Specialist II 07/2008 to 08/2010 Cox Communications Norcross, GA

Utilized ticketing system for tracking customer interactions and problem resolutions, Trained and documented processes of support teams, assisted users with installing and troubleshooting software and hardware issues, assisted users with VPN Access, Performed workstation deployment of hardware and software installations. Troubleshooted PC Operating Systems, Device Manager and TCP/IP configurations.

Lead Technical Support Specialist 05/2007 to 07/2008 Pediatric Services of America Norcross, GA

End users were provided support on a variety of hardware and software issues. Identified, researched, and resolved technical problems. Responded to telephone calls, emails, and personnel requests for technical support issues according to SLA. Tracked and monitored the problem to ensure a timely resolution. Additional responsibilities included testing and analyzing software modifications and enhancements, producing system generated reports, and assisting in the month end process of PSA software systems.

Network Support Specialist 07/2004 to 02/2006 TechTeam Global Inc Southfield, MI

Users and vendors were provided technical support for the LAN/WAN networks. Insured that the enterprise-wide standards were met, provided smooth functioning, maintenance and upgrading of PC Hardware and Software, utilized the following operating systems Win 98, Windows 2000 and XP, Worked with local vendors and service providers.

Network Operations Specialist 03/1999 to 02/2004 Michigan Telecom Consultants Detroit, MI Responsible for the monitoring of a variety of infrastructure systems such as routers, and switches. Processed requests to Add/Change/Delete user profiles, maintained accurate inventory of all hardware and software assigned to enterprise users. Assured network reliability and reported outages to escalation team.

Education

High School Diploma/ Center for Advanced Technology 2-year Certification Network Administration

Certifications: CCNA (Cisco Networking) /A+ Hardware MOS (Microsoft Office User Specialist) /Panduit (Communications Line Installation). Education Certificate: Network Administration 2004 Center for Advanced Technology Detroit, MI Technical Skills CCNA (Cisco) A+ Certification, MOS (Microsoft Office Specialist) PANDUIT (Communications Line Installation) Basic Configuration and Support of Cisco Routers Windows XP/7/8,10 Mac Applications OS X CISCO IP Phones VPN iPhones, Android, and Tablets POS Active Directory BMC Remedy ticketing system Re-imaging SQL LAN/WAN AirWatch MDM