It Support Customer Service

Dwayne Williams

***** ****** **** ****, *****, Florida,33617

Tel: 727-***-****, E-mail: *************@*****.***

Objective:

I am a highly skilled and customer-oriented IT Support professional with 17 years of experience in providing technical assistance and troubleshooting to users, as well as payroll administration experience. I Bring a solid understanding of payroll processes, compliance regulations, and exceptional numerical aptitude to ensure accurate and timely payroll processing. I am Seeking a challenging position as an IT Support Specialist to utilize my expertise in diagnosing and resolving software and hardware issues, ensuring efficient technology operations, and delivering exceptional customer service.

Education and Certification: Comptia A+

Comptia Network + pending

Heart Trust\NTA- 2005

Data entry

Customer Service

Visionary Institution of Business- 2005

Accounts specialist

Edith Dalton James High - 2004

High School Diplomas

Professional Experience:

Computer Specialist for HCL Tech April 2025 - Current

Computer Engineer for Axiom Technologies (Tropicana Beverage Group) April 2023- 2025

Field Technician for Barrister Global Services Network (contractor) June 2024 - Current

IT Support at Calvert Gordon Associates Formally Deloitte, Kingston, Jamaica: September 2013 – April 2023

IT Support at Deloitte, Kingston, Jamaica: Sept 2005 – September 2013

Provided technical support to employees, resolving hardware and software issues, and ensuring smooth IT operations.

Diagnosed and resolved technical problems related to desktops, laptops, printers, network connectivity, and other IT equipment.

Assisted in the setup, configuration, and maintenance of computer systems, software, and peripherals.

Administered user accounts, permissions, and security settings.

Conducted regular system audits to ensure compliance with company policies and industry regulations.

Collaborated with cross-functional teams to implement IT projects and upgrades.

Managed the ticketing system to track and prioritize support requests, ensuring timely resolution and high customer satisfaction.

Developed and maintained documentation for IT procedures, troubleshooting guides, and knowledge base articles.

Troubleshooting and resolving hardware and software issues.

Installed and configured software applications and performed software updates.

Supported the setup and maintenance of computer systems and peripherals.

Conducted system backups and assisted in data recovery.

Provided technical assistance to end-users via phone, email, and in-person.

Assisted in user account management and access control.

Technical Skills:

Hardware and software troubleshooting and maintenance

Operating systems: Windows, macOS, Linux

Network configuration and troubleshooting

Server administration (Windows Server)

Active Directory management

Software installation and configuration

Virtualization (Hyper-V)

Remote desktop support

Data backup and recovery

IT security principles and best practices

Mobile device support (iOS, Android)

Soft Skills:

Excellent problem-solving and analytical abilities

Strong communication and interpersonal skills

Customer service orientation

Detail-oriented with excellent organizational skills

Ability to work independently and in a team environment

Time management and prioritization

Projects:

Led the migration project from Windows 7 to Windows 10 and 11, ensuring a seamless transition for over 80 employees.

Implemented a centralized backup solution, resulting in improved data protection and disaster recovery capabilities.

Microsoft office suite installation Where I operate has a helpdesk support

Troubleshooting

Help manage the network

Locate security features and updated

Desktops and Laptops repair

Servicing desktops and laptops

Manage printer & consumable

Patching Network cable

Expertise in Microsoft Office

Run Network cable

SAP Implementation Support

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