Summary
Overview
Work History
Education
Skills
References
Timeline
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CORNELL WILLIAMS JR

Ferndale,MI

Summary

IT Support Specialist with extensive experience at Macro Connect, focused on improving network security and optimizing onboarding processes. Proficient in Cisco configurations and Active Directory management, delivering effective problem-solving and user support. Achievements include enhanced operational efficiency and increased customer satisfaction rates.

Overview

9
9
years of professional experience

Work History

Desktop Support Analyst (contractor)

loan Depot
Southfield, MI
03.2024 - 06.2025
  • Resolved hardware and software issues for over 300 users efficiently.
  • Delivered remote and on-site IT support through ServiceNow platform.
  • Onboarded new employees by configuring Active Directory accounts and VPN Zscaler.
  • Maintained and updated over 350 workstations to meet IS security standards.
  • Configured and troubleshot Cisco network equipment including switches, routers, and VLANs.
  • Deployed Windows OS images and managed workstation rollouts via software center.
  • Implemented security measures to protect data from unauthorized access or modification.
  • Maintained inventory of all equipment, software and software licenses associated with desktop computing environment.

IT Support Specialist, Level 2

Macro Connect
Detroit, MI
07.2022 - 03.2024
  • Configured Cisco Meraki and Unifi networks, improving performance for multiple city facilities.
  • Provided local and remote Tier 1 to Tier 3 IT support for hardware and software issues.
  • Streamlined new employee onboarding process for over 800 users with enhanced security measures.
  • Enhanced network security using Active Directory Group Policies and LEIN protocols for police computers.
  • Managed user accounts in Active Directory to ensure proper accessibility and monitoring.
  • Developed comprehensive training program for G Suite application navigation.
  • Utilized Autotask ticketing system for efficient creation and management of support requests.
  • Resolved issues with Avigilon systems to reduce downtime in surveillance operations.

Production Operator/3rd Shift Team Lead

Dakkota Integrated Systems
Detroit, MI
04.2021 - 07.2022
  • Oversaw Third Shift production team, achieving reduction in errors through effective task delegation.
  • Implemented barcode scanning system for efficient inventory tracking using Microsoft Excel and Google Spreadsheets.
  • Tracked inventory items to ensure production line efficiency, including infotainment screens and essential tools.
  • Conducted onboarding training on proper tool usage for new employees, focusing on drills and impact wrenches.
  • Maintained accurate logs and records of production output, quality control tests, and other related activities.

Helpdesk Tier 1

University Prep Science & Math Middle School
Detroit, MI
11.2018 - 01.2021
  • Resolved various technical issues on Windows and Apple devices within 24 hours of ticket creation.
  • Upgraded computer hardware, including HP and Dell Chromebooks for students and MacBook Airs for teachers.
  • Handled and rerouted over 300 ServiceNow tickets monthly, creating knowledge articles for future reference.
  • Assisted remote users with technical issues, achieving first-call resolution consistently.
  • Ensured high customer satisfaction through knowledgeable and friendly service.
  • Demonstrated strong problem-solving skills by resolving issues efficiently and effectively.
  • Completed daily responsibilities accurately while maintaining operational efficiency.

Theatre Event Staff

Motor City Casino & Hotel Soundboard
Detroit, MI
12.2016 - 07.2018
  • Facilitated registration, check-in, and ticketing processes for seamless customer experiences.
  • Set up and maintained audio-visual equipment for clear sound and visuals during events.
  • Created a detailed checklist to ensure compliance with all event requirements.
  • Operated lighting, staging, and special effects equipment to enhance event atmosphere.
  • Delivered customer service support by addressing attendee inquiries effectively.
  • Ensured cleanliness by removing trash and debris from event areas.

Education

High School Diploma -

University Prep Science & Math High School
Detroit, MI
06-2016

Skills

  • Networking and security
  • Network infrastructure
  • Cisco
  • Meraki
  • Unifi
  • VLANs
  • Firewalls
  • Active Directory
  • Group policy management
  • User administration
  • VPN
  • DNS
  • DHCP
  • LAN/WAN
  • VLAN configuration
  • Network security
  • LEIN protocols
  • Access Control
  • MFA
  • 2FA
  • Systems administration
  • IT support
  • Microsoft 365 administration
  • Exchange
  • Teams
  • SharePoint
  • Windows
  • Mac OS
  • Troubleshooting
  • Level 1
  • Level 2
  • Virtualization
  • Remote management
  • VMware
  • Datto RMM
  • NinjaOne
  • IT ticketing systems
  • Jira
  • Autotask
  • ServiceNow
  • Backup
  • Recovery
  • Tape backups
  • SCCM imaging
  • Symantec
  • Hardware
  • Infrastructure
  • Workstation imaging
  • Deployment
  • Windows Deployment Services
  • Server maintenance
  • Storage solutions
  • Computer hardware
  • Peripheral support
  • Technical documentation
  • Standard operating procedures

References

References available upon request.

Timeline

Desktop Support Analyst (contractor)

loan Depot
03.2024 - 06.2025

IT Support Specialist, Level 2

Macro Connect
07.2022 - 03.2024

Production Operator/3rd Shift Team Lead

Dakkota Integrated Systems
04.2021 - 07.2022

Helpdesk Tier 1

University Prep Science & Math Middle School
11.2018 - 01.2021

Theatre Event Staff

Motor City Casino & Hotel Soundboard
12.2016 - 07.2018

High School Diploma -

University Prep Science & Math High School

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