Emanuel Williams
Atlanta,GA
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
6
6
years of professional experience
Work History
IT Analyst
Seneca Resources
2024.03 - Current
- Provided expert support, troubleshooting complex technical problems for end-users in a timely manner.
- Improved user experience, monitoring feedback and making necessary adjustments to software applications.
- Troubleshot critical incidents involving network outages or security breaches, swiftly implementing remediation plans to minimize impact on operations.
- Developed custom solutions for clients, tailoring technical specifications to meet unique needs.
- Promoted collaboration among IT team members, facilitating knowledge sharing and skill development opportunities.
- Enhanced system reliability by conducting regular software updates and hardware maintenance.
- Reduced system downtime, ensuring timely backups and disaster recovery plans were in place.
- Identified and resolved discrepancies and errors in customer accounts.
IT Tech Support Specialist (Tech Support)
Dexis
2022.01 - 2024.03
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Helped streamline repair processes and update procedures for support action consistency.
- Patched software and installed new versions to eliminate security problems and protect data.
- Configured and tested new software and hardware.
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to customer inquiries and provided technical assistance over phone.
Patch Management (Entry-Level Cybersecurity)
iVision
2021.02 - 2021.10
- Safeguarded material transfers and storage of various mission-capable parts and sensitive, highly visible cargo.
- Completed safe and timely specialty handling services such as inspections and special cargo management.
- Enhanced team productivity by implementing efficient work processes and schedules.
- Streamlined communication between departments, fostering a collaborative environment conducive to project success.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
IT Help Desk/Printer Product Support
Ricoh
2019.02 - 2021.02
- Maintained a clean, organized workspace for efficient operation of all printing tasks.
- Increased production efficiency by streamlining workflows and reducing downtime.
- Enhanced print quality by maintaining and calibrating printing equipment regularly.
- Kept up-to-date with latest printing technology and techniques to improve service offerings.
- Resolved technical printing issues rapidly, minimizing impact on project timelines.
- Adjusted controls to regulate flow of ink and dampening solution to plate cylinder.
- Operated press to achieve highest print quality and productivity with minimal scrap.
- Managed multiple print projects simultaneously, prioritizing tasks based on urgency and complexity.
- Maximized printer lifespan through regular cleaning, maintenance, and timely repairs when necessary.
IT Helpdesk/Desktop Support
Rollins
2018.08 - 2019.01
- Maintained a high level of professionalism while managing sensitive and confidential information.
- Enhanced caller satisfaction by providing empathetic and compassionate support during crisis situations.
- Reduced call escalation rates through effective active listening and problem-solving techniques.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
Education
No Degree - IT Technology
Year Up
730 Peachtree St NE #900, Atlanta, GA 3030801.2019
High School Diploma -
Jonesboro High School
Jonesboro, GA05.2013
Skills
- IT Troubleshooting
- Customer Support
- Risk Assessment
- Network Administration
- Performance Optimization
- Problem-Solving
- Active Listening
- Technical Analysis
- Organizational Skills
- Analytical Thinking
- Attention to Detail
- Written Communication
Timeline
IT Analyst
Seneca Resources
2024.03 - Current
IT Tech Support Specialist (Tech Support)
Dexis
2022.01 - 2024.03
Patch Management (Entry-Level Cybersecurity)
iVision
2021.02 - 2021.10
IT Help Desk/Printer Product Support
Ricoh
2019.02 - 2021.02
IT Helpdesk/Desktop Support
Rollins
2018.08 - 2019.01
No Degree - IT Technology
Year Up
High School Diploma -
Jonesboro High School
Similar Profiles
Christopher JoeChristopher Joe
DevSecOps Engineer at Seneca ResourcesDevSecOps Engineer at Seneca Resources
Matt VanPortfleetMatt VanPortfleet
Senior Azure Consultant at Seneca ResourcesSenior Azure Consultant at Seneca Resources
HAZEL FRASERHAZEL FRASER
Human Resources Sr. Manager at SENECA RESOURCES LLCHuman Resources Sr. Manager at SENECA RESOURCES LLC