Customer Service & Technical Support Engineer

RAYMOND MCWILLIAMS

*******.***********@*****.*** 737-***-**** Georgetown, TX, 78626 737-***-****

Summary

Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Skills

Remote support

Operating system installation

System performance analysis

Customer service

Technical documentation

Ticket management

Hardware configuration

Software updates

Problem solving

Experience

Dell Technologies Round Rock, TX

Technical Support Engineer II (VxRail Servers)

02/2018 - 05/2025

Dell Technologies Round Rock, TX

Pro Support Plus Technical Support Engineer (Servers)

05/2016 - 02/2018

Dell Technologies Round Rock, TX

Pro Support Technical Support Engineer (Mainstream Servers)

02/2015 - 05/2016

Dell Technologies Round Rock, TX

Pro Support Technical Support Engineer Early Life Support (ELS)

02/2011 - 05/2015

Dell Technologies Round Rock, TX

Client Pro Support Technical Support Engineer (Desktops/Laptops)

12/2009 – 02/2011

Resolved complex technical problems through root cause analysis techniques.

Monitored ticketing system queues for incoming requests from customers.

Assisted customers with troubleshooting software and hardware issues.

Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.

Installed and tested operating systems, applications, updates, patches, and service packs.

Provided technical support to customers by troubleshooting and resolving hardware and software issues.

Analyzed system logs for potential problems or errors related to system performance or security threats.

Replied to customer queries via email, messaging systems and support ticket platforms.

Provided after-hours support to ensure 24/7 system availability and customer satisfaction.

Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.

Provided support via remote desktop software, diagnosing customer issues over private and public networks.

Support for modular systems (“datacenter in a box”, servers, storage switch)

Updated software versions with patches and new installations to close security loopholes and protect users.

Diagnosed and resolved complex technical issues to ensure optimal system functionality.

Monitored ticketing system queues for incoming requests from customers.

Provided remote assistance to end-users when needed.

Assisted users with password resets and account lockout resolutions.

Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.

Assisted customers with troubleshooting software and hardware issues.

Replied to customer queries via email, messaging systems and support ticket platforms.

Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.

Recommended system enhancements and upgrades to support evolving business needs.

Collaborated with teams to solve technical customer problems across product suites.

Developed and maintained comprehensive documentation for troubleshooting and system configurations.

Coordinated with vendors and external support teams to resolve third-party software issues.

Conducted regular system maintenance and software updates to ensure operational efficiency.

Streamlined support processes through the implementation of automation tools and technologies.

Provided support via remote desktop software, diagnosing customer issues over private and public networks.

Analyzed customer feedback to develop targeted improvements in technical support services.

Configured and installed hardware and software solutions to meet organizational needs.

Provided real-time support via phone, email, and chat to address customer technical concerns.

Adapted communication style to effectively convey technical information to non-technical audiences.

Facilitated root cause analysis for technical problems and implemented corrective actions.

Managed ticketing system to track, prioritize, and resolve customer support requests.

Asked customers targeted questions to diagnose problems and provided timely solutions.

Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.

Maintained positive working relationship with fellow staff and management.

Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Contributed innovative ideas and solutions to enhance team performance and outcomes.

Identified needs of customers promptly and efficiently.

Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.

Managed time effectively to ensure tasks were completed on schedule and deadlines were met.

Assisted with customer requests and answered questions to improve satisfaction.

Education and Training

Austin Community College Austin, TX

Some College (No Degree)

Certifications

CompTia A+ - 2009

Custom

Windows Server Operating System installation and trouble shooting.

ESXi/VMware Operating System installation and trouble shooting.

Hardware RAID controller configuration and trouble shooting.

Log collection and trouble shooting via CLI.

VxRail solution support and trouble shooting.

VSAN support and trouble shooting.

References

References available upon request.

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