M A Technical Support
Resume:
Khary Williams
****.****.****@*****.***
I’m a dedicated and enthusiastic professional with a commitment to excellence and a passion for continuous learning and development. I’m a fast learner and have a proven track record of success in both team and independent settings. I’m an ambitious and dedicated individual with a strong background in Management and Technology . My strong analytical skills and ability to think outside the box have enabled me to develop innovative solutions to complex problems.
Experience Highlights:
● Team coach, trainer, and facilitator, experienced in working with a wide range of dynamic people.
● Team player who exhibits excellent leadership qualities and a strategic thinker.
● Able to assess a wide array of diverse issues and provide reliable based solutions.
● Very detailed oriented, precise, great work ethic and a dynamic learner.
● Five years plus of management experience managing more than 25 people.
● Ten years plus of experience in management and leadership.
● Ten years plus of experience in determining, driving, and resolving critical technical issues for supporting staff members.
● Strong troubleshooting skills and experience with: SIEM tools, MacOS, SAP, RecWare, CRM, AppleiOS, AndroidOS, Adobe, Microsoft Office and Windows. Education
Carolina Cyber Center, Montreat, NC Cyber Security Analyst Program Expected April 2026 Coursera, Online Google Foundations of Cybersecurity Certificate June 2024 Coursera, Online Google IT Support Professional Certificate January 2024 International Assoc. of Professions Career College, Online Certification December 2020 Kennesaw State University, Kennesaw, GA
Business Course through Edge Connection April 2010 Georgia State University, Atlanta, GA
B.S., Management of Recreation and Leisure Services June 2005 Experience
AT&T Sr Associate In Home Sales Expert
Sept 2024 - Present
● Brought customized, white glove experiences directly to the customer's door
● Generated leads and managed sales targets from cold calls to closing sales
● Offered hands-on demos, WiFi assessments, tech delivery, and issue resolutions to customers
● Organized day to meet customers at their preferred times and locations
● Utilized strong negotiation and communication skills to achieve sales goals Concentrix, Remote Technical Support Advisor II
Oct 2023 - Sept 2024
● Troubleshot and resolved technical inquiries related to products, software, and services
● Utilized various tools and resources to efficiently address customer needs
● Focus on problem-solving and communication while working remotely
● Collaborated with team members to ensure a consistent and positive customer experience
Dell Technologies, Apex NC
Manufacturing Technician and Production Operations Senior Representative Oct 2022 - Aug 2023
● Completed product configurations and placed them into test environments
● Troubleshot and analyzed failures, using diagnostic software to test equipment
● Identified defective material, highlight failures and maintain test logs
● Diagnosed test errors and test status from diagnostic codes and related indicators
● Identified complex failures and escalate to the next technical department VIPKid, Remote Online Instructor
Aug 2017 - Dec 2021
● Taught in a virtual learning management system
● Conducted academic assessments
● Made recommendations for academic placement
● Conducted assessments for curriculum and technology improvements
● Provided excellent customer service to students and parents
● Provided timely technical recommendations to improve technical support efficiency All American Recreation Center, Stone Mountain, GA General Manager Jun 2014 - Sep 2017
● Managed, coached and developed team members and facilities
● Implemented and developed safety protocols and schedules for facilities and staff
● Developed, maintained and upgraded two websites
● Provided excellent customer service to individuals, families and groups
● Responsible for staffing needs for all public and private events
● Responsible for all internal and external purchase orders for business
● Monitored and troubleshot local networking for phone system, credit card terminals, and entertainment systems
Concentrix, Norcross, GA Customer Support Advisor (Seasonal) Oct 2015 - Dec 2016
● Collaborated with team in problem-solving approach
● Provided excellent customer service to individuals
● Researched, analyzed, and determined the appropriate course of action
● Researched IRS and state publications, regulations, and GAAP publications
● Provided excellent customer service to individuals
● Resolved complex problems with quick troubleshooting Gwinnett County Government, Gwinnett County, GA Supervisor Jun 2005 - Sep 2013
● Provided timely technical recommendations to improve technical support
● Developed and implemented technical training schedule for more than 100 staff members
● Implemented and developed safety protocols and schedules for facilities and staff
● Developed and enhanced the overall annual budget for the facilities and staff members
● Provided enhanced technical support, troubleshooting, and diagnosing of hardware and software complications
● Provided excellent customer service to individuals, parents, families, groups, volunteers and other staff members
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