Bryan Adam Williams III

Cincinnati, Ohio 513-***-**** adytcj@r.postjobfree.com

IT Support Specialist

Dedicated professional with a record of delivering superior technical and customer support over 10 years. Possess detailed attention for process improvement to enhance customer experience. Consistent top performer known for going above and beyond to exceed customer experience satisfaction.

KEY SKILLS: Excellent Verbal and Written Communication Outstanding Attitude and Professionalism Exceeds Service Goals Attention to Detail Focus and Dedication to Quality Highly Adaptable

PROFESSIONAL EXPERIENCE

Tata Consultancy Services, Sharonville Ohio Dec 2021 – June 2023

IT Support Specialist - Provided IT Support to internal customers for Genesys Care Health.

●Trained entry level technicians on process and procedures on Service Desk.

●Contributed standard operating procedures to Knowledge Base on a weekly basis.

●Provided extensive support on handheld medical devices, as well as other proprietary medical devices.

●Administrative Active Directory responsibilities such mobile device management, password resets, and access\privileges management.

●Printer support & Office 365 Suite support..

●Provided end user support for various applications like windows to business applications.

London Computer Systems, Loveland, Ohio Feb 2020 – Jan 2021.

Product Specialist - Provided customer facing support with various business applications like Rent Management applications.

●Provided application support to customers with proprietary software like Rent Manager and other accounting software.

●Maintained high quality scores while supporting end user support in application support.

●Assisted customers in accounting software while maintaining a high level of performance.

●Responsible for training in Rent Manager while maintaining everyday duties as Product Specialist, .

Rok Us Beauty Supply, Mt Healthy, Ohio April 2012 – Nov 2022.

Owner/Manager - Provided excellent customer support and sales at retail store.

●Provided all IT support for family owned business for over a decade.

●Maintained everyday operations at a high level while providing excellent sales numbers.

●Responsible for maintaining employee scheduling while being open seven days a week.

●Inventory management with keeping products in stock while keeping up on trends in the beauty world.

●Worked with dozens of vendors to ensure products would be available to customers.

●Provided over a decade of excellent customer and local school support while ensuring the highest quality of service.

Cincinnati Children’s Hospital Medical Center, Cincinnati, Ohio Aug 2014 – Feb 2016

Service Desk Analyst - Provided internal IT Support to hospital medical center employees.

●Provided technical and customer support for internal employees.

●Maintained efficiency in high pressure environments with heavy call flow.

●Technical support for various systems including: MS Suite, Epic, and other specialized hospital applications.

●Demanded accountability for first call resolution, including responsibility of escalated incidents.

●Administrative duties included account management, as well as contributing to knowledge base, reporting ticket trends for incidents, timing, volume and eradicating business disruptions.

Pomeroy IT Solutions, Hebron, Kentucky May 2014 – Aug 2016

Service Desk Manager - Service Desk Manager for Legg Mason & Genesys Contracts.

●Responsible for maintaining Service Level Agreements for two Service DeskContracts.

●Conducted interviews for various positions.

●Directed everyday operations to maintain client satisfaction in constantly changing environments.

●Analyzed data to identify trends and implemented solutions to be more efficient.

●Conducted employee evaluations for analysts, involved setting metrics around various areas of employee performance.

Pomeroy IT Solutions, Hebron, Kentucky July 2013 – May 2014

Service Desk Team Lead - Team Lead for Nestle Contract

●Supervised all level 2 analysts as well as over 40 level 1 analysts.

●Assisted with maintaining various Service Level Agreements.

●Primary Incident Lifecycle Coordinator - involves ticket reporting as well as finding solutions to difficult issues.

●Conducted interviews for entry level positions.

●Responded to escalations/complaints directed towards our Service Desk, as well as implementing a plan of action to prevent recurrences.

Pomeroy IT Solutions, Hebron, Kentucky August 2012 – July 2013

Service Desk Tier 2 Analyst - Level 2 for Nestle Contract

●Provided high visibility communications regarding business impacting issues to entire markets within Nestle.

●Responsible for effectively handling high priority issues impacting production and other various systems.

●Responsible for supervisor calls and escalations/issues from tier 1 analysts.

●Managed lunches/breaks and allocated resources based on call volume and Service Level Agreements.

●Contributed to Quality Assurance by grading calls/tickets from tier 1 analysts.

●Responsible for contributing to our Knowledge Base and process outlines

Pomeroy IT Solutions, Hebron, Kentucky Nov 2009 – Aug 2012

Service Desk Tier 1 Analyst - Nestle Contract

●Provided technical and customer support for Nestle employees worldwide

●Provided technical support for various programs including Active Directory, AS400, SAP, VPN, MS Suite applications

●Technical support for hardware and software systems including Windows platforms along with various Nestle proprietary programs

●High call volume environment while meeting needs of the client.

EDUCATION

University of Cincinnati - 2005-2008

Major: Information Technology

CERTIFICATIONS

iTIL Foundations v4 - 2014

HDI Support Center Analyst, HDI, Hebron, KY

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