Customer Service Help Desk

Willie Williams

Cell 571-***-****

Sterling, VA 20164

**********@*******.***

Summary of Qualifications:

Experienced IT professional in a Help Desk or call center environment

Demonstrated excellent customer service through both written and verbal skills

Proven ability to manage multiple projects with competing deadlines

Ability to work a flexible shift and be available for weekends and overtime if needed

Proficient in Microsoft Windows OS & Office

Technical Summary:

Desktop Software: Microsoft Outlook, MS 365 Office Suite, McAfee VirusScan, CRM, VMware Horizon

Desktop OS: Window 7, Window 10

Server OS/Software: Windows Server 2003/2008

Billing or Ticketing Software: Arris, Jira, Remedy, ICOMS/ACSR, UTS (Microsoft Trouble Ticketing system)

Certifications:

A+ Certification 2009

Network + Certification

Microsoft 10 70-698 Installing and Configuring Windows 10

HDI Customer Service

Professional Experience

Warehouse/ Audio Visual Technician 02/2025 to 5/2025

AVRS

Set up, test, and operate audio, video, and lighting equipment for live events and presentations

Ensure high-quality sound and video output by monitoring equipment during events

Coordinate with event organizers and clients to ensure seamless execution of technical requirements

Maintain inventory of AV equipment and manage equipment usage schedules.

Hardware Removal and Upgrade (Contract) 10/2024 to 12/2024

A3 Solutions (Contract)

Set up new laptops/desktops at users’ desks (keyboard, mouse, dock) using the attached instructions

Move all hardware (laptops, desktops, monitors) to LSG designated palletizing location, onsite contact will show you were.

Use the provided hardcopy inventory sheet to check off old devices' serial numbers as retrieved.

Configuration Technician (Contract) 03/2024 to 07/2024

EPlus

Unbox and install HW in the rack including PDUs, rail kits, servers, and network devices, according to Customer supplied rack elevation diagrams

Record serial numbers, asset tags, etc. information into a spreadsheet

Run test scripts on the hardware

Technical Support L1 (Part Time Role) 01/2024 to 3/2024

vTech Solution, Inc/Department of Health

Responsible for delivering and installing systems at designated offices and cubicles

Mapping network and local printers to each new Customer systems

Install system components and peripherals (e.g., keyboards, power supplies, mice, and software) for deployment

Mounting 700 Dell Thin Clients to a monitor utilizing mounting bracket per instructions.

Logging on to the new system using the provided user ID and password. Also Rename and join the domain, if applicable.

Help Desk 04/2022 to 6/2023

Qualtrics Reston, VA

Consult and conduct inventory control on MacBook or Windows replacements

Supported dell server and storage devices and supported drive replacements, data center and upgrades

Troubleshooting MacBook with password resets

Repaired, break/fix on field and upgraded software on PC laptops and desktops, dell, HP

Installing, repairing and troubleshooting computer hardware and peripherals

Working knowledge of networking devices and printers.

Repairing computer hardware including Windows

Resolving Android, MacBook and iPhone Office Applications Issues (Word, Excel, PowerPoint, Outlook)

PC Technician 4/2019 to 4/2022

InfoTech Baltimore, MD

Setting up or repairing computer hardware and other associated devices such as printers and scanners

Troubleshooting network problems and individual user hardware or software problems

Training users on how the use of new hardware or software

Tier 1 Helpdesk (Contract) 7/2018 to 4/2019

Iron Bow Technologies/Department of Justice Chantilly, VA

Provide phone, email, and help-desk support for local and off-site users.

Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems.

Remote desktop control applications are used to resolve on the first contact resolution.

Inform customers of progress and status of calls/tickets.

Help convert from Window 7 to Window 10 in the Department of Justice

Troubleshooting Microsoft 365 (Word, Excel, PowerPoint, Outlook, OneDrive, SharePoint)

PC Technician 11/2016 to 4/2017 IxSystems Santa Clara, CA

Provided first & second level support to internal customers reporting IT-related problems via telephone & email.

Troubleshot & resolved complex personal computer hardware/software/dell, desktop/laptop, peripheral problems.

Installed, configured, repaired, breakfix & maintained personal computer software, hardware, & peripheral devices.

Updated the IPMI and BIOS.

Fixed and upgraded Supermicro motherboards and Intel CPU's

Assisted in the installation of server racks at different locations

Helped & trained users on computer operation and software applications.

Logged & tracked all service requests in Remedy ticketing system.

Troubleshoot and resolved network connectivity issues for user’s onsite/ field.

Managed multiple tasks & deadlines successfully.

Learned new skills to keep up with technological changes.

Test, install, configure, and maintain networks including hardware (servers, storage, data center, hubs, bridges, switches, and routers) and software that permit the sharing and transmission of information.

Maintain, add or replace servers at CoreSite Site in the Santa Clara location

Field Service Technician (Contract) 3/2015 to 11/2016

Insight Global/Compucom San Jose, CA

Provided IT for customer sites.

Installed and ported numbers converting from analog to digital phone systems.

Performed functional confirmation, test and repair at customer site.

Provided start-up, operating and maintenance training for customers for new phone systems

Provided customers with telephone support for trouble shooting break fix issues for dell desktop, laptop.

Consult and conduct inventory control and performed IMAC – install, move add and change.

Supported dell server and storage devices and supported drive replacements and upgrades.

Repairing computer hardware including Windows and upgrading software.

Resolved issues and updated tickets assigned by the Service Manager.

HP Data Center Technician 8/2014 to 3/2015

HP/Microsoft Santa Clara, CA

Maintained HP servers, storage, blades, Dell server, F5 Load Balancer and Cisco switches.

Established network connectivity for IT devices with Copper/Fiber Optic Testing/Cabling Standards.

Consult, move, and install shelves, power strips, rails, cable management, servers, switches and other equipment.

Escalated tickets to the appropriate PC technician teams.

Troubleshot Windows Servers to resolve server network connectivity issues.

Used Unified Ticket Services to determine ticket priority.

Life Cycle Management - replaced hardware, traced cabling and reimaged server.

Worked with different vendors’ example Yahoo, Skype and EMC etc.

Addressed customers software application request and network connectivity to network printers

Deployed new server racks as requested.

Provided remote support for 50 to 75 customers daily through phone, email and instant messenger.

Balanced a high-volume workload in a professional manner.

Help Desk Support (Contract) 8/2012 to 8/2014

EMC Santa Clara, CA

Provided technical & application support to users with dell laptop and desktop computers.

Resolved complex incidents and requests and log all incidents and requests in Remedy ticketing system.

Provided a positive customer support experience and built a strong rapport through deep problem understanding to ensure customer satisfaction.

Communicated with users as needed to resolve and close Remedy ticket issues.

Analyzed and resolved incidents and requests regarding use user applications and software or hardware issues

Followed up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests were fulfilled, and the customer communication was complete.

Documented resolutions and updated self-help and staff knowledge bases.

Participated in monthly on-call rotation for after-hours emergency issues.

Researched and identified bugs within the software and report to the MSI software developer.

Customer Service (Business Closed Down) 11/2006 to 8/2012

DVDplay Campbell, CA

Resolved billing issues.

Created work orders.

Updated customers on movie titles by customer request.

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Technical Support (Laid Off) 5/1999 to 1/2003

AT&T Concord, CA

Contacted customers when the network alarm was generating so that the telephone service was not interrupted.

Worked with customers and companies such as SBC and MCI to resolve telephony issues such as crossed lines, misrouted calls and cannot makes calls.

Escalated problems as needed to higher support group for resolution.

Performed timely event correlation of impacted network elements to eliminate unnecessary truck rolls.

Confirmed issue resolution with affected organizations (technician’s/team leaders). Had the Schedule, completed and properly coded daily work for maintaining an accurate database.

Effectively assigned network troubles to appropriate Engineering & Technology fix agencies.

Handled 100 to 200 call volume during outages and pay per view events.

Education

A.A. Applied Science (Computer Technology), Heald College 2002 Milpitas, CA

Bachelor of Science in Information Technology – In Progress

University of Phoenix 2024 Phoenix, AZ

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