Support Specialist Technical

Gregory A. Williams

Morrisville, N.C. *****

919-***-**** ***********@*****.***

Summary

Over 15 years as a Systems/ IT Admin requiring planning, testing, problem solving and leadership skills. Accomplishments are installing Applications on PCs and Hand held devices. Also includes troubleshooting applications and resolving PC Hardware and Software, Networks, Servers, and connection related issues.

Professional Experience

Understanding of ITILv3 processes

Linux CLLI configuration for AT&T and T-Mobile

Technical Support for AT&T and T-Mobile Services

Support of Lotus Notes IBM DB & Code 42 Storage

Attended Carolina Career College for A+ Cert. 4/2017 – 9/2017; 7/2018 -10/ 2018

Software Upgrades of Linux and Microsoft Applications utilizing Real Estate software packages

Windows OS: 7, 10; MAC High Sierra, Linux 6 & 7 Break fix repair, migration and upgrades of OS

2021 Soft Skills Training

ISO 9000 & Lead Assessor Training

Public Trust Security Clearance

Worked with SNOW dashboards

Familiar With Zoom communications

Education:

Perscolas Network Support Specialist training

Carolina Career College A-Plus Training

Durham Technical Community College Web Design

Alamance Community College Electronics Technology AAS

Field Technician (Contractor Work Market) March 2023 – Current

Perform installation, repair, configuration and testing of moves, additions, changes and disconnects (MACD) on various Nortel, Fujitsu, Alcatel and similar products to support customer optical, electrical, voice and data services.

Provide a high level of customer service ensuring that any escalations or concerns are completed as requested and addressed in a professional and courteous manner.

Provided hands on new installation, configuration, testing, troubleshooting and support of various windows 7, 10, 11 OS.

Support Specialist (Insight Global Contractor--DC Government )

November 2022 – March 2023

Acquired ownership of task at hand, and assist with incident utilizing Service Now ticket creation, tracking, and follow-up with Durham County Employees.

Assisted with and resolve 10 - 30 calls and emails per day using the County’s incident management system (ServiceNow).

Provide technical assistance to DHHS customers in support of New Hires and Termination in AD. And the interaction with mainframe systems that support social services or TAX Admin users.

Coordinate with help desk’s Tier 2 support team in a variety of areas including incident ticket creation, problem tracking, taking ownership of the problem, and follow-up with the end-user.

Gregory A. Williams PAGE 2

Technical Support Specialist (Parata Systems)

July 2021 - August 2022

Provided Level 1 support for Parata’s prescription filling machines; MAX and Mini product lines.

Worked with Microsoft TEAMs platform to perform inbound/Outbound calls and to communicate with other associates.

Utilized Windows XP, 7 & 10 OSs to guide customers through analyzing and resolving machine hardware and Software related issues remotely.

Managed Parata’s Apps for support of machine functions during the filling process.

Technical Engineer (Contractor LEDCOR)

April 2020 – July 2021; October 2019 – January 2020; March 2023 to Present

Perform installation, repair, configuration and testing of moves, additions, changes and disconnects (MACD) on various Nortel, Fujitsu, Alcatel and similar products to support customer optical, electrical, voice and data services.

Provide a high level of customer service ensuring that any escalations or concerns are completed as requested and addressed in a professional and courteous manner.

Provide hot hands and installation support, testing and commissioning of various ptical and electrical platforms

Coordinate activities on site including site surveys, cabling (electrical and optical), power, and equipment installation and appropriate tests on most signaling platforms including small to medium sized private branch exchange (PBX), digital signal (DS-0 through DS-3), and optic carrier (OC-3) to dense wavelength division multiplexing (DWDM)

Test and splice Optical Time Domain Reflectometers (OTDR)

Repair and maintain customer equipment to ensure optimal performance; includes mostly restoration activities but also preventative maintenance and installation activities

Desktop Support Engineer Syneos Health (Contractor K-TEK) January 2020 – April 2020

Performed hardware maintenance on Laptops and Desktops while performing upgrades, Drive wipes, asset management, diagnosis, recommendations, repair, and replacements when necessary.

Resolved Hardware and or software issues related for PC operations Office 365.

Worked with new hires for company refresh initiative to Windows 10.

Created and maintained detail documentation of the IT systems and deployments..

Built dashboards and reports within Service Now to capture resolution notes.

Worked with Microsoft TEAMs platform to communicate with other associates.

Field Technical Engineer (Work Market)

July 2018 – October 2018; April 2017 – September 2017; August 2016 – February 2017

Repair and maintain customer equipment to ensure optimal performance; includes mostly restoration activities but also preventative maintenance and installation activities.

Completed store front Installations (POS) and Server, WIFI at restaurants.

Break/Fix any retail request associated with telecom and Audio equipment.

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CSE Application Support (Contractor – Bylight Inc.) October 2018 – October 2019

Veterans Administration Head Quarters Durham, NC

Technical oversight and leadership of delivery partner teams to ensure quality and resolution while monitoring patterns of incoming tickets and drive remediation activities to reduce volumes.

Provided first level systems training to end users on the Vetpro application.

Used trouble ticketing system effectively to track, update, diagnose, and/or resolve incidents reported by the customer (Health Care Professionals) within the Vetpro Application.

Desktop Support Windows 10 Migration L3 (Cont. Arco Inc.) January 2018 – July 2018

IBM Research Triangle Park, NC

Performed hardware maintenance on Laptops, Desktops, and other equipment including diagnosis, recommendations, repair, upgrades and replacement as necessary.

Resolved Hardware and or software issues related for PC operations Office 365.

Re-imaged MAC, Windows 7 and 10, and Linux Machines and or upgrades.

Built dashboards and reports within Service Now to capture resolution notes.

Assisted users with the installation of cloud base storage solutions.

L1 Help Desk Analyst September 2017 – January 2018

HCL America Regency Park Cary, NC

Ensured that customer SLAs are met and that critical issues are addressed quickly by the appropriate staff.

Monitored and ensured installation of OS updates and assigned software application.

Able to troubleshoot and resolve WI-FI and LAN related issues.

Performed entry level network and systems administration tasks.

Software Upgrades (Contractor – The Select Group) February 2017 – April 2017

Softpro Corp Raleigh, NC

Provided technical support via phone and remote sessions to SoftPro customers in the process of upgrading their current Suite of Software applications.

Network Operations Analysis (Contractor - Arco Inc.) March 2016 – August 2016

Northrop Grumman Raleigh, NC

Provided technical support for new and existing partners that utilize EDI for the transmission and receiving of data within the USPS network.

Managed incidents associated with USPS network of servers, performing restarts when necessary on network elements and VMs.

Executed Linux commands on system backend to process and transfer data throughout the USPS network. Examined AS2, SFTP, and FTP Log files for transfer of EDI through the USPS network.

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Nabla Communications Inc. February 2010 – March 2016

Manager Data Center Specialist/Network Support/Morrisville, NC

Supported Linux O/S base CTM/TTY product for the hearing impaired for Ericsson.

Communicated with other team mates & international associates via Skype for Business.

Diagnosed, examined and corrected hardware related issues to determine the health and condition of Linux client Servers.

Guide teams on operational values, best practices, processes adherence and consistency throughout the ticket lifecycle.

Provided instructions and procedures to customers for testing and troubleshooting activities.

Assisted in the support of Networks, facilitates, storage, and duties to complete projects.

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