Technical Support Customer Service

Ronald Williams

*** **** ******, *********, ** **064

205-***-**** **********@******.***

Professional Summary

Dedicated IT Helpdesk Specialist with over 10 years of experience in technical support, troubleshooting, and IT systems management. Proven expertise in resolving hardware, software, and networking issues wh delivering excellent customer service. Combines a Bachelor of Arts degree with hands-on technical knowle to effectively bridge technical and user communication gaps. Technical Skills

- Helpdesk & IT Support: Incident management, ticketing systems, and remote assistance

- Operating Systems: Windows (10, 11), macOS, Linux

- Networking: TCP/IP, DNS, DHCP, VPN configuration

- Systems Administration: Active Directory, Microsoft 365, user account management

- Hardware Troubleshooting: Desktops, laptops, printers, and peripherals

- Remote Tools: TeamViewer, LogMeIn, AnyDesk

- Cybersecurity: Basic threat detection, malware removal, and endpoint protection Professional Experience

IT Helpdesk Specialist

Innovo Media Solutions, Birmingham, AL

2012 - Present

- Provide technical support for hardware, software, and network systems to a team of users, achieving a 95% resolution rate within SLA timelines.

- Implement and manage IT infrastructure upgrades, ensuring seamless transitions with minimal downtime.

- Configure and troubleshoot workstations, laptops, mobile devices, and peripherals.

- Administer user accounts, group policies, and permissions in Active Directory and Microsoft 365.

- Coordinate with vendors and third-party service providers for issue escalation and project implementation Field Technician

AFL Network Services, Hoover, AL

2009 - 2012

- Installed, configured, and maintained networking hardware, including routers, switches, and fiber optic sys

- Conducted diagnostics and repairs for customer premises equipment and ensured optimal network perfor

- Collaborated with engineers to resolve large-scale network outages and implement preventive measures.

- Trained junior technicians in equipment handling and troubleshooting techniques. Cable Technician

Northstar Communications, Montgomery, AL

2007 - 2009

- Installed and repaired structured cabling systems, including CAT5, CAT6, and coaxial cables, for residential and commercial customers.

- Diagnosed and resolved connectivity issues, ensuring high customer satisfaction.

- Conducted site surveys and documented installations for future maintenance. Education

Bachelor of Arts

Alabama State University, Montgomery, AL

Graduated: 2007

Certifications

- CompTIA A+

- Microsoft 365 Certified: Fundamentals

- ITIL Foundation Certification

- CompTIA Network+

Key Strengths

- Strong diagnostic and troubleshooting skills

- Excellent verbal and written communication abilities

- Outstanding customer service and user engagement

- Ability to manage multiple tasks effectively in high-pressure environments References available upon request.

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