Chaundra A. Williams
Summary
Results-oriented IT professional with a robust background in direct customer engagement, a proactive approach to problem-solving across multiple channels, strong analytical skills, and a strong commitment to delivering personalized solutions and exceptional service while maintaining customer satisfaction as a top priority.
Overview
9
9
years of professional experience
1
1
Certification
Work History
IT Desktop Support Engineer
Cyquent, LLC
02.2024 - 07.2025
- Provided phone, deskside, and remote technical support to Montgomery County government and county school health employees and contractors
- Applied appropriate processes or methods to troubleshoot, install, repair, update and resolved windows, hardware, software, remote access, and proprietary issues remotely and desk-side
- Processed and responded to email, phone, and chat contacts
- Documented all customer interactions clearly and concisely
- Developed and personalized responses for diverse scenarios and questions
- Communicated system and process issues proactively to relevant teams
- Contributed to team improvements and the enhancement of customer service processes
HELP DESK ANALYST 2
GOVCIO
08.2022 - 02.2023
- Created and managed user accounts for Veterans Administration
- Documented problems with processes for improvement and updated account provisioning Standard Operating Procedures (SOP’s)
- Resolved account related issues for end users
HELP DESK SUPPORT SPECIALIST
BLU OMEGA
03.2022 - 02.2023
- Support NIH/NIAID customers diagnosing remote access and Identity Management (IAM) issues for over 2,000 end users
- Grant and manage access and permissions to users and groups within NIH/NIAID repositories and applications
- Regularly update documentation and Standard Operating Procedures (SOP’s) for users and help desk administrators
- Assist users with updating PIV certificates
- Provide daily status report to team members and project manager
ONLINE REMOTE HELP DESK ASSISTANT (Seasonal/temporary)
ALTA IT SERVICES
05.2021 - 09.2021
- Served as first level point of contact for Graduate School USA students and instructors in diagnosing, troubleshooting, and resolving technical, virtual classroom, user access, and account issues
- Provided login guidance for end users as needed
- Documented problems with processes for improvement
SERVICE DESK ANALYST
POWERTEK
06.2019 - 09.2020
- Provided first level support to NIST (National Institute of Standards and Technology) ECMO (Enterprise Cybersecurity Monitoring Operations) and platform services division users.
- Wrote weekly status progress as our contract deliverable
- Reviewed Access Request Forms for accuracy, completion, and preparation for signature by System Owner
- Resolved Citrix remote access problems for end-users.
- Utilized Active Directory to enable user accounts and reset passwords.
- Created and updated documentation and procedures for Knowledge Base Articles
SERVICE DESK ANALYST
NTECH SOLUTIONS
03.2019 - 06.2019
- Provided first level technical support to over 12,000 on-site and remote USPTO (US Patent and Trademark Office) end-users diagnosing, troubleshooting, resolving, or escalating issues.
- Investigated root cause remote access issues and recommended solutions for process improvement.
- Assisted in the administration of remote user workstations and resolution of remote connectivity issues
SERVICE DESK ANALYST
JOBSPRING PARTNERS, INC.
02.2016 - 07.2018
- Provided Tier I/Tier II support for NCUA (National Credit Union Administration) remotely, on-site and via phone to end-users and credit union administrators
- Identified, installed, repaired, updated, and resolved hardware, software, remote access, and proprietary issues
- Assisted users with Secure File Transfer Portal (SFTP) set up and use, updating PIV certificates
- Granted, modified and updated user permissions and groups in Active Directory
- Unlocked user accounts, reset passwords, mapped network drives, updated users’ group policy
- Configured, diagnosed, and resolved mobile devices and issues
Skills
- Exceptional written and verbal communication
- Effective troubleshooting and customer issue resolution
- Addressing and managing direct customer inquiries via phone, email, and chat
- Proficient in computer navigation, website browsing, and internet applications
- Ability to assess, communicate, and escalate systemic issues as necessary
- Accurately research, categorize, and document customer interactions
- Consistently maintain positive and professional conduct while adhering to client policies and procedures
Certification
HDI Certified – Customer Service
Training
Learning Tree, International – Technical Writing – 2022-05-30
Clearances
Public Trust
Timeline
IT Desktop Support Engineer
Cyquent, LLC
02.2024 - 07.2025
HELP DESK ANALYST 2
GOVCIO
08.2022 - 02.2023
HELP DESK SUPPORT SPECIALIST
BLU OMEGA
03.2022 - 02.2023
ONLINE REMOTE HELP DESK ASSISTANT (Seasonal/temporary)
ALTA IT SERVICES
05.2021 - 09.2021
SERVICE DESK ANALYST
POWERTEK
06.2019 - 09.2020
SERVICE DESK ANALYST
NTECH SOLUTIONS
03.2019 - 06.2019
SERVICE DESK ANALYST
JOBSPRING PARTNERS, INC.
02.2016 - 07.2018
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