Sasha Williams
Jacksonville
Summary
Customer-focused IT support professional with a strong background in technical troubleshooting and incident escalation. Demonstrates attention to detail and security awareness, enhancing operational efficiency. Currently pursuing an AA in Information Technology to transition into cybersecurity roles.
Overview
11
11
years of professional experience
1
1
Certification
Work History
LP Vehicle Shuttle Driver
Road & Rail Services
Louisville
07.2025 - 01.2026
- Transported and parked vehicles safely, adhering to site traffic and safety procedures to minimize risk of incidents.
- Monitored compliance with safety regulations and site access controls, ensuring seamless operations.
- Managed vehicle inventory and status logs; reported damage and coordinated repairs to maintain operational readiness.
Customer Service Representative
Eagle Crest
Jacksonville
04.2024 - 06.2024
- Managed customer inquiries, complaints, and orders via phone and email, ensuring timely and professional responses to enhance customer experience.
- Collaborated with internal teams to troubleshoot and resolve issues, driving customer satisfaction.
- Recorded case details and executed follow-ups to ensure comprehensive resolutions.
Business Operations Associate
Aston Carter
Jacksonville
09.2022 - 01.2023
- Resolved billing and client service issues; coordinated with finance and operations to enhance process efficiency.
- Managed customer accounts, invoicing, and collections; followed up to minimize outstanding balances.
- Maintained accurate records to facilitate audits and ensure financial reconciliation.
Content Media Analyst
GENPACT Inc.
Jacksonville
05.2018 - 08.2021
- Analyzed user engagement and web traffic to evaluate campaign performance, recommending optimizations that enhanced user experience.
- Produced reports that informed content moderation and marketing strategies, improving decision-making processes.
- Monitored and removed malicious or policy-violating ads to protect platform integrity and user experience.
Technical Support Agent
Greenshades Software
Jacksonville
10.2017 - 02.2018
- Delivered technical assistance to clients via email, phone, and live chat, resolving software and hardware issues to enhance user satisfaction.
- Escalated critical issues to engineering and ensured timely resolutions, improving service reliability.
- Delivered training sessions and documentation to improve user adoption and reduce repeat incidents.
Trayline Attendant
Compass Group Inc.
Jacksonville
02.2017 - 09.2017
- Delivered patient meals while maintaining trayline cleanliness and timeliness to enhance patient satisfaction.
- Resolved meal-related issues and coordinated with dietary staff to accommodate special requests promptly.
- Provided excellent customer service in fast-paced dining environments.
- Maintained cleanliness and organization in food preparation areas.
- Assisted in food and beverage preparation for events and daily service.
Tray Runner
Sodexo, Inc.
Jacksonville
02.2015 - 02.2017
- Delivered meals and assisted patients with meal setup while maintaining cleanliness and sanitation standards for safe dining experiences.
- Communicated with staff and patients to facilitate timely service and enhance satisfaction.
- Delivered food and supplies to various locations efficiently and promptly.
- Assisted kitchen staff with food preparation and service during peak hours.
- Maintained cleanliness and organization of dining and service areas regularly.
Education
Associate of Arts - Information Technology
Florida State Community College
4501 Capper Rd, Jacksonville, FL 3221803-2026
Electrical Engineering - Trade Program
American Electrical Academy
9016 Philips Hwy, Jacksonville, FL 3225603-2025
High School Diploma -
Mandarin High School
4831 Greenland Rd, Jacksonville, FL 3225806-2012
Skills
- Safe driving
- Customer Service & Client Relations
- Time Management
- Organization
- Punctuality
- Technical Support & Troubleshooting
- Incident management
- Security Awareness & Compliance
- Electrical Wiring & Basic Installations
- Inventory Management & Operations
- Computer Networking Fundamentals
- Communication
Certification
• TWIC Card, 08/19/25, 08/19/30
• OSHA 10, 01/01/25, Present
• Class D Security License, 01/01/26, 01/16/28
• Driver’s License
• OSHA 10, 01/01/25, Present
• Class D Security License, 01/01/26, 01/16/28
• Driver’s License
Languages
English (Native)
Projects Relevant Experience
- Platform Security & Ad Moderation: Removed malicious ads and content while at GENPACT, contributing to a safer user experience.
- Hands-on IT Practice: Building practical skills through Florida State Community College coursework and home lab exercises (networking basics, troubleshooting).
Personal Information
- Willing To Relocate: 1
- Authorized To Work: U.S.
Timeline
LP Vehicle Shuttle Driver
Road & Rail Services
07.2025 - 01.2026
Customer Service Representative
Eagle Crest
04.2024 - 06.2024
Business Operations Associate
Aston Carter
09.2022 - 01.2023
Content Media Analyst
GENPACT Inc.
05.2018 - 08.2021
Technical Support Agent
Greenshades Software
10.2017 - 02.2018
Trayline Attendant
Compass Group Inc.
02.2017 - 09.2017
Tray Runner
Sodexo, Inc.
02.2015 - 02.2017
Associate of Arts - Information Technology
Florida State Community College
Electrical Engineering - Trade Program
American Electrical Academy
High School Diploma -
Mandarin High School