REGINALD WILLIAMS

adxt77@r.postjobfree.com

*** ****** **

Martinsburg WV 25401

1-681-***-****

OVERVIEW

Over twenty years of experience in information technology, customer service, networking, mobile applications, and cloud computing. Solid help desk / desktop experience, excellent leadership capabilities, exemplary customer service & administrative skills.

TECHNICAL SKILLS

Working knowledge of Drupal and Java

Complete Microsoft Business Suite

Telephony

WAN/LAN Admin

Cloud and SaaS technologies

Ability to work with minimal supervision.

Software Development

SQL

Citrix

Azure

IT Support

User End Support

Strong understanding of Windows & Mac OS

VIOP (Ring Central)

Networking Infrastructure

Networking and Wireless

Cloud Computing

Strong Communications

Hard and Software installation

Mobile Application Development

Working with Medical peripherals

Customer Service 20 years experiece

Data Entry

SCCM

Windows 7, 10

Linux

OS and IOS systems

Apple Business Manager

Apple ID security management

ICloud management

Multimedia management via Itunes

Hardware & Software repair

Imaging

VPN

Cisco and VMware

EDUCATION

Youngstown State University 8/91 – 6/93 Majored in Computer Sciences with a minor in Business Psychology. Warren G, Harding High School - 9/86 – 5/91

Maintained a 3.0 GPA, while in vocational program for DATA PROCESSING. PAST AND PRESENT EXPERIENCE

Apex Inc Nov’22 - Feb’23

Software Tester

● Imaging

● Debugging equipment for resale (Cisco, HP, Dell, iOS machines)

● Cabling

● Hardware rebuilds

● Software testing for resale

Babcock & Wilcox (Tech Mahindra) Aug’19 – Oct’22

Sr. User End Support

● Cloud and SaaS technologies

● Ability to work with minimal supervision, making decisions based upon priorities, schedules, and an understanding of business initiatives

● Ability to apply critical thinking to all aspects of the position

● Detail oriented with excellent documentation skills/methodologies

● Ability to manage multiple priorities

● Set up data backup on Mac OS with Time Machine

● User End Services and Helpdesk with networking repair and infrastructure

● End-user-Platforms Cloud Based Support All VDI and VMware applications MAC, Mobile Devices software using my Admin account

● SCCM

Wendy’s Corp Dec’18 – Mar’19

Tier II Helpdesk

As a Support Analyst, expected to support a wide variety of devices and applications associated with the systems that operate over 6,000 restaurants in North America alone. Analysts are expected to support over 40+ pieces of hardware ranging from point-of-sale devices and various cash register parts to troubleshooting network equipment. Analysts also support 30+ applications that support restaurant technology or adjacent systems governing employees and training. Responsibilities:

● Maintaining customer service training

● Telephone soft skills

● Usage of a ticketing/IT Service Management Solution

● Basic to intermediate network troubleshooting

● Hardware troubleshooting

● MAC IOS imaging and Windows Imaging

● Support for Mac OSX, Windows 7/10, Office

● Knowledge of Thunderbird, Outlook Express, Outlook 2000-2007, Mac Mail Client, Windows Mail Client, Entourage Mail Client.

● Advanced skills reading the logs of various pieces of software to understand their interactions

● Remote support of restaurants using a virtual machine environment

● The ability to work from home unsupervised at times, connecting to applications over a VPN

● Daily usage of problem-solving skills to troubleshoot reported problems

● The ability to multitask while managing workflow of multiple tickets at a time

● Strong written and verbal communication skills

● Strong understanding of restaurant operations

● Manage relationships with multiple franchise and company technology vendors

● SCCM

Spectrum Jun’18 – Nov’18

TEIR II Support

Handled inbound calls for all Spectrum phone, internet, and video products and SCCM. Serviced customers connecting Spectrum equpment, any wireless device from toys to VPNs. Also did troubleshooting for phone and video. Handled escalated calls and ongoing technical issues. Assisted with Apple, Linux and Windows with networking and other customer owned equipment. Trained users IBM and Macintosh machines (MacBook, Mac PC’s apple, Chromebook), as well as mentor.

Arise virtual solutions May’14 – Dec’17

Technical Support

Arise hires private contractors to service varies companies. Contracts have included Apple, Sprint, AT&T, T-Mobile, and Comcast. Experienced in Citrix and Avaya inbound call taking software. CS Tech support / Verizon fios Jan’11 – Nov’13

Handled inbound technical calls for new and existing customers. Reviewed, analyzed and explained customer’s invoices and resolved any open issues. Provided technical support for VOIP telephone and television customers. Responsible for troubleshooting connection issues along with showcasing superior product knowledge. CS Banker / National City Bank (now PNC) Jun’08 – Nov’10 Answered inbound calls servicing customer’s banking necessities. Advised and educated customers on banking products. Responsible for handling online web request for perspective customers, in addition to, upselling customers on products that would support their individual banking needs. CS Manager / MCIWOrldcom Dec’99 - Jan’08

Ramped an inbound call center in Manilla Philippines. Trained over one-hundred customer service representatives in MCI repair division quality and protocols as well as troubleshooting. Installed quality trainings and academy bay protocols on site.

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