Billy McDonald
San Antonio,TX
Summary
With over a decade of hands-on and remote support experience, I offer extensive knowledge in the latest technology and pharmacy operations. My written and oral communication skills effectively convey complex technical information to both technical and non-technical audiences. I possess a continuous growth mindset, always seeking opportunities to expand my skills and stay up-to-date with industry advancements. Working from my dedicated home office, free from distractions, I provide focused and efficient support. My enclosed resume demonstrates that I meet all the qualifications you are seeking and more. I am eager to discuss opportunities for growth and collaboration. Please feel free to email or call me at the provided phone number to schedule an interview. You can leave a voice message at any time, and I will promptly return your call. Thank you for reviewing my resume, and I look forward to speaking with you soon. Sincerely, Billy McDonald.
Overview
18
18
years of professional experience
Work History
Tech Support Specialist II
Beckton Dickinson
04.2021 - 02.2025
- Resolved technical issues with Windows Server(2008+) and Desktop(Windows7 +)
- Created and maintained records in HIPPA compliance
- Microsoft SQL Server Studio experience – Database Management
- Ability to communicate technical solutions/recommendations to a non-technical audience
- Supported Pharmacy medication management and hospital operations
- Networking topology, terminology, commands - Wireshark
- IIS and Web Application Administration
- Group Policies Terminology and Administration
- Active Directory Administration / LDAP
- VMWare Terminology and Administration (VSphere/ESXI)
- Aided with installing peripherals (Scanners, Printers...)
- Application Installation and Troubleshooting
- Provided detailed documentation of all work completed
- Hardware installation support and OS upgrades
- Maintain and update technical documentation for the Enterprise-Level customers and internal Knowledge Base
- Remote support provided via Remote Desktop Protocol / BeyondTrust / SecureLink
- Supported hospital and university end users
- Resolved complex support tickets to enhance system uptime for critical applications.
- Conducted root cause analysis, preventing recurring technical problems and improving stability.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Mentored junior team members in mastering complex technical concepts, bolstering the overall capabilities of the support unit.
- Enhanced user experience by providing comprehensive troubleshooting guidance for various software and hardware systems.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Facilitated smooth software migrations for customers, ensuring minimal disruption and high satisfaction.
- Trained new team members on support protocols and tools, enhancing team efficiency and service quality.
- Reduced downtime by proactively identifying and addressing system vulnerabilities before they impacted users.
- Conducted regular follow-ups with customers to ensure their issues were fully resolved and to gather feedback for service improvement.
Configuration Technician
CDW via Computer Resource Solutions
05.2019 - 04.2021
- Resolved technical issues with computer/tablet/smartphone devices
- Created and maintained records
- Prepared IOS and Android systems on a regular basis via Samsung Knox and Apple device Enrollment Program
- Imaged Windows laptops and tablets via VPN network and USB
- Extensive configuration on Apple and Android devices
- Provided detailed documentation of all work
- Chromebook configurations and Enterprise Enrollment for schools and businesses
- Device Laser Etching
- Mobile device cellular activations
- Device provisioning via Apple Config tool and Ground Control
- PC/MAC hardware installations and upgrades
- Maintain and update technical documentation for the Enterprise-Level customers
- Entered client data into AS400, Excel, and LibreOffice
- Database Updates
Remote Technical Support Representative (Contractor for Microsoft)
Sykes Enterprises, Incorporated
10.2010 - 05.2019
- Provided client and customer technical support for all recent consumer versions of Windows Operating Systems, Smart Phones, consumer and business routers, and gaming devices via inbound and outbound phone calls, live chat sessions, and email on behalf of Microsoft support
- Managed Hardware device repair/exchange orders
- Piloted programs to Evaluate and improve performance of systems software and company practices to improve efficiency, training, security, and customer/client satisfaction
- Planned and executed special project work to ensure user issue resolution
- Assisted hardware and software developers with improving consumer products in areas such as safety hazards, usability, and stability
- Received regular on the job training directly from Microsoft for many Microsoft consumer products
- Passionately provided customer-focused support to assist users in achieving more using technology
- Utilized ticketing systems for tracking and reporting technical issues, streamlining resolution processes.
- Utilized diagnostic tools to resolve network issues, improving overall system performance.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Subject Matter Expert (SME)
AEGIS COMMUNICATIONS
02.2008 - 10.2010
- Served as Subject Matter Expert for a leading health insurance provider and a credit card company in a call center environment while taking over 50 calls per day.
- New hire training and up-training of existing employees
- Handled all escalated issues that could not be resolved by first-line support representatives
- Customer retention and sales
- Critiqued quality control processes to provide extraordinary customer care
- Enforced and managed company policy
- Assisted distressed customers in life-threatening situations
Restaurant Manager
Subway
07.2007 - 02.2008
- As a closing supervisor I handled training and daily operations of the Subway restaurant
- Customer care
- Food Handling
- Sanitation
- Building maintenance
- Staff hiring + training
Education
Associate of Science - Computer Information Systems
Ashworth College
Norcross, GA01.2025
Career Certificate - Sports Nutrition
Shaw Academy
11.2017
High School - undefined
Miller High School
Miller, MO06.2003
Skills
- Android (12 years)
- Billing (10 years)
- Customer service (18 years)
- Help desk (15 years)
- HIPPA (6 years)
- Microsoft Windows troubleshooting (20 years)
- Routers (10 years)
- Firewalls (10 years)
- Tech Support (15 years)
- Call Center (15 years)
- Network Support (15 years)
- Operating Systems (15 years)
- Remote support (15 years)
- Customer relationship management (15 years)
- Application support (5 years)
- Mobile device support (5 years)
- Live chat support (3 years)
Accomplishments
Amex Impassioned Ambassador
Highest quarterly quality of service ranking of all employees in large high volume call center.
Sykes "Top Performer"
Maintained excellent performance stats long term
Maintained highest productivity stats on my team consecutively for many months while supporting Beckton Dickinson's most technically challenging product(Pyxis ES )
Languages
English - Expert
Awards
Amex Impassioned Ambassador2009 Highest quarterly quality of service ranking of all employees in large high volume call center., Sykes Top Performer2014 -2019 Maintained excellent performance stats long term.
Affiliations
- National Corvette Museum club April2014 to Present Proud Corvette Owner and enthusiast.
- Raspberry Pi Foundation2014 to Present Micro-computer Internet of things development group.
Timeline
Tech Support Specialist II
Beckton Dickinson
04.2021 - 02.2025
Configuration Technician
CDW via Computer Resource Solutions
05.2019 - 04.2021
Remote Technical Support Representative (Contractor for Microsoft)
Sykes Enterprises, Incorporated
10.2010 - 05.2019
Subject Matter Expert (SME)
AEGIS COMMUNICATIONS
02.2008 - 10.2010
Restaurant Manager
Subway
07.2007 - 02.2008
Career Certificate - Sports Nutrition
Shaw Academy
High School - undefined
Miller High School
Associate of Science - Computer Information Systems
Ashworth College
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