Customer Service Help Desk
Resume:
ANTHONY A. WILLIAMS
Norwood, Massachusetts 02062
SUMMARY
• Help Desk Analyst/Desktop Technician with MCP Certification and over 4 years of diverse technical background which involves software and hardware troubleshooting, Setting up user accounts, Software and Hardware Upgrades.
• Excellent technical and customer service skills with expertise in technical help desk support.
• Experienced in ticketing systems such as Support Magic and help desk software’s like MC Afee help desk.
• Technical skills includes All Windows Operating systems, lotus notes, MS Office, MacOS, Novell 3-4, Unix and IBM Mainframe System.
TECHNOLOGICAL SKILLS:
WordPerfect, GroupWise, MacAfee Help Desk, Support Magic, Lotus, MS Office, Lotus Notes, Netscape, MS Internet Explorer, MS Outlook, Windows 3.x, Windows 95, 98, Windows NT 4.0, Windows 2000 Workstation/Server, Windows XP, Windows 7 MacOS, Novell 3-4, TCP/IP, e-mail, WiFi, VPN, Hardware deployment, software installation and Ghost imaging
WORK EXPERIENCE:
Boston Financial Data Services - March ’09 to Nov ‘09
Settlement Administrator, Canton, MA
Was hired to work on a multi-million dollar project involving Invesco, Inc.
Project was cancelled due to lack of funds; This happened on 2 separate occasions. Successfully completed 2-week training for this project
Stop and Shop Companies May’07 to Aug’08
Retail Help Desk Analyst Braintree, MA
• Provided telephone support for all stores
• Setup and provided loaner computer and equiptment for all stores
• Provided Tier2 support for Help Desk users
• Setup store computers using Ghost imaging, and TCP/IP, WiFi and VPN for printers and e-mail
• Changed and setup user accounts and passwords
• Monitored store activities including program stats and inventory
Computershare, Inc. Nov’05 to Apr’06
Transfer Agent Canton, MA
• Responsible for shareholders of ATT, Inc.
• Provide account information to shareholders: This includes: selling shares, distributing certificates, address changes, and document mailings.
Computershare, Inc. Aug’05 to Oct’05
Investor Relations Specialist/J.P. Morgan Project Canton, MA
• Responsible for taking incoming calls from clients who have shares of stocks in J.P. Morgan.
• Was also responsible for processing and re-issuing uncashed dividend checks to clients.
John D. O'Bryant School Jun’05
Assistant Network Administrator Boston, MA
• Helped the network administrator load new software, upgraded the system to Windows XP, tested the entire log in names while maintaining the system, loaded new virus software and troubleshot the network.
McGraw-Hill Construction Nov’04 to Apr’05
Customer Service/Research-Development Specialist Lexington, MA
• Responsible for contacting architectural firms for such companies as Johns Manville, Dow-Corning and Jeld Wen.
• This would involve asking survey questions and gather information from clients.
• Track and record daily calls using the Microsoft Access database program.
AC Neilsen, Inc. Apr’03 to Aug’03
Data Collector/Customer Service Representative
• Was responsible for the collection of price/inventory data collection at various stores;
• These stores consisted of: supermarkets, retail department stores and small convenience stores.
• All collected data was sent to the main headquarters via fax/modem.
• Provide customer service support to customers via telephone.
Moneys worth, Inc. Sep’01 to Jun’02
Telemarketing Representative Cranston, R. I
• Made outgoing telemarketing calls to clients, offering them the chance to refinance their mortgages via purchasing home improvement loans through the FHA.
Ann & Hope Dec’00 to Apr’01,
Lead Computer Operator Pawtucket, R. I.
• Was responsible for tracking, printing and distributing daily reports to all store departments.
• Performed weekly system backup of store files, records, etc. This involved
• using an IBM mainframe system connected via Windows 2000
• Workstation/Server and the UNIX operating system.
Bank Boston Apr’99 to Nov’99
Treasury Help Desk Engineer (Contract Position) Boston. MA
• Maintained and configured network users with password/software upgrades for Novell 4.0 and Windows NT.
• Was responsible for providing phone support for all bank employees.
• Logged and recorded all Help Desk calls with MacAfee Help Desk software.
Colonial Management Systems Apr’98 to Aug’98
Help Desk Specialist (Contract Position) Boston, MA
• Was responsible for monitoring/tracking calls with Support Magic software.
• Configured and setup new user’s computer systems according to specifications. This included both hard ware and software installation.
• Was involved in the migration/upgrade of the entire network system. This involved upgrading e-mail (Outlook), and system software from Windows 95 to 98.
COM energy Systems, Cambridge, MA
Help Desk Representative (Contract Position) Feb’98 to Apr’98
• Was responsible for troubleshooting both hardware/software problems for users.
• Configured and setup systems according to user specifications.
EDUCATION:
Bachelor of Science, Math/Computer Science, University of Massachusetts, Amherst, MA, 1987
Microsoft Certified Professional, 2001
Introduction to Outlook98, 1999
Supporting/Troubleshooting Windows NT 4.0, 1997
Apple Network Products Certification, 1990
IBM Training: Officevision/2 Training, 1990
Compaq Certification Course, 1989
IBM Training: Implementing DOS Connectivity, 1989
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