Help Desk It Support

STERLING WILLIAMS

773-***-**** • ******************@******.***

Highly Detail Oriented IT & Desktop Support Professional

Highly dedicated, versatile, and resourceful professional with a broad technical background and proven expertise in handling and resolving incoming client tickets, troubleshooting complex IT/applications/systems issues, and deploying corrective action plans. Capable of resolving incidents, preventing repetitive system failures, setting up new devices, installing applications, and investigating technology trends to determine escalated issues. Excellent client service, problem-solving, attention to detail, and decision-making skills with the ability to deliver consistent and enhanced end-user experience while maximizing system uptime.

Knowledge, Skills & Activities:

Hardware & Software Troubleshooting Application Support

Network Support Hardware & Software Installation Remote & Onsite Desktop Support

Data Backup & Recovery Hardware Maintenance Forecasting Resource Needs Technology Acquisition

Technology Upgrades IT Issue Resolution Desktop Resource Management CSS C++ Mac OS Java Rapid Miner

Professional Experience

Whistle Express Car Wash; Mooresville, NC 09/2023-Present

IT Support Analyst

Tasked with everyday office IT support and POS Support, for all car washes under company. New hired staff account and desk set up. Storage and inventory of all laptop and desktop equipment. Tasked with writing company processes for POS Support and Account set up.

Add and Remove Promotions from POS across all car washes

iPad Setup and Management. Load iPads into IBM MaaS360

Inventory, Manage all Equipment, Desktop equipment, iPad equipment.

Support Sites, Support POS and Desktop issue. Password reset, damage or broken equipment. Prices and Promotion on POS.

CRG-LOWES; Mooresville, NC 08/2022 – 09/2023

Technical Support

Tasked with identifying and responding to a broad range of technical issues reported by staff. Assist newly hired staff members in new desk set up, laptop imaging, and proper equipment usage, ensuring minimal downtime and optimal performance.

Achieved distinction by completing laptop assignments ahead of schedule, seamlessly transitioning to the next batch.

Resolve and close requests related to hardware and software issues for Lowes applications, emails, passwords, and damaged hardware (keyboards, ports, and monitors) within the company’s service management system.

POWERHOME SOLAR; Mooresville, NC 03/2022- 05/2022

IT Application Specialist

Acted as the primary point of contact and escalation for complex hardware and software issues involving assisting newly hired staff in setting up new systems/equipment and providing hardware and software-related support to staff, ensuring proper functionality of ethernet and desktops. Utilized Salesforce Database to timely address and respond to client tickets.

Managed dynamic end-users' IT equipment-related needs such as inventory management, shipment, password changes, and access to software.

RACING ELECTRONICS – NASCAR; Concord, NC 07/2021 – 02/2022

Technical Analyst

Responsible for collecting malfunctioning equipment, setting up new system for newly hired staff, and ensuring seamless system functioning by providing hardware/software support. Troubleshot IT systems, hardware devices, Salesforce, etc., and provided POS support to retail department through software updates and pricing and items upkeeping in JAVA Database.

COMPASS DIGITAL LABS; Charlotte, NC 10/2019 – 02/2021

Technical Analyst

Performed maintenance of POS/Kiosk Systems to add new items, implement price adjustments, and ensure seamless system updates and configurations. Executed substantial expansions/enhancements for major companies, including Amazon, Johnson & Johnson, and Verizon. Assisted in configuring and maintaining POS hardware such as scales, scanners, and printers.

COCA-COLA BOTTLING COMPANY CONSOLIDATED; Charlotte, NC 06/2015 – 09/2019

Sales Agent

Acted as the direct point of contact for inbound sales calls. Delivered outstanding sales performance, consistently exceeding targets for sales volume, calls, and duration of each call.

SERVMAN; Charlotte, NC 2014 (July – Aug)

Technical Support (Temporary Position)

Served a diverse client base and troubleshot complex technical issues for ServMan enterprise software, ensuring maximum system uptime for POS system and other PC-based programs and mobile applications.

NOVANT HEALTH; Charlotte, NC 2014 (Feb – Apr)

Help Desk Technician (Temporary Position)

Ensured seamless user experience by addressing and resolving staff complaints related to malfunctioning software and systems. Provided technical support in “Epic Application Go Live” project that significantly enhanced efficiency of hospital operations.

Additional Experience: Intern at Department of Homeland Security (2011); Student Help Desk Technician at Johnson C Smith University (2011 – 2012).

Education

JOHNSON C SMITH UNIVERSITY; Charlotte, NC Bachelor of Arts Computer Science & Information Systems

CompTIA IT Certifications (In Progress)

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