Floyd T Wills
Naperville,IL
Summary
Dynamic, tech-savvy Cybersecurity graduate with extensive customer service experience seeking an entry-level IT Help Desk, System Administration, Technical or Customer support role. Proven track record of reducing service response times, maintaining high user satisfaction, and translating complex technical issues into clear solutions within high-pressure environments. Adept at troubleshooting hardware, software, and network issues across diverse operating systems while implementing foundational security practices. A collaborative, strategic problem-solver recognized for excellent communication and time management skills that align IT support with business objectives.
Overview
24
24
years of professional experience
1
1
Certificate
Work History
Volunteer Computer Technician/IT Helpdesk /Network Support
Kirkland Lake Collegiate and Vocational Institute (KLCVI)
Kirkland Lake, ON P2N 3J5
02.2002 - 11.2006
- Conducted thorough assessments and repairs of hardware and software to support educational operations for students and staff.
- Optimized and sustained network systems to enhance reliability and ensure consistent connectivity.
- Assessed user needs and implemented training programs while offering technical support for software applications.
- Collaborated with cross-functional teams to integrate advanced technology solutions institution-wide.
- Compiled and structured documentation for common technical problems, facilitating efficient troubleshooting and user assistance.
Volunteer - IT Infrastructure /Computer Technician
PVT Inspire
Naperville, IL
02.2023 - Current
- Diagnosed and resolved hardware, software, and configuration issues for diverse client systems.
- Configured local computer networks and peripheral equipment to ensure optimal connectivity.
- Implemented system upgrades and data backup solutions to protect vital information.
- Managed parts inventory and developed maintenance schedules, drastically reducing equipment downtime .
Customer Service Representative and Scheduler
Roto-Rooter
Lombard, IL
08.2019 - Current
- Managed and de-escalated complex customer inquiries and disputes, ensuring effective solutions in high-stress situations.
- Conducted analysis and refinement of scheduling workflows, resulting in improved operational efficiency and faster dispatch response times.
- Facilitated onboarding training sessions for new hires, ensuring alignment with service protocols and consistency across teams.
Dispatcher Associate & Quality Control
Pitney Bowes, Inc
Naperville, IL
10.2018 - 09.2019
- Managed routing, GPS tracking, and scheduling for multiple fleet vehicles to optimize delivery logistics .
- Utilized scheduling software to optimize dispatch processes and support operational stability in emergency situations.
Escrow Processor
First American Title Insurance Co
Lombard, IL
10.2016 - 08.2017
- 'Conducted thorough validation of escrow documents and precisely managed fund allocations, focusing on regulatory compliance.
- Managed escrow account transactions ensuring compliance with legal and regulatory requirements.
Education
Master of Science - Information Technology Management
Southern New Hampshire University
Hooksett, NH09-2027
Bachelor of Science - Cybersecurity
Southern New Hampshire University
Hooksett, NH07-2026
Associate of Arts - Liberal Arts And Sciences
Niagara County Community College
Sanborn, NY05-2011
Diploma - Certificate of Technical Studies Computer Network
Computer World Career Institute
Georgetown, Guyana 05-2001
Skills
- Completed Certifications: Microsoft Certified: Azure Fundamentals Microsoft Applied Skills: Administer Active Directory Domain Services Google IT Support Professional Certificate
- In Progress: CompTIA A CompTIA Security Cisco Certified Network Associate (CCNA) CISSP Network, Security
- Technical Skills: Active Directory, Network Troubleshooting, Hardware/Software Repair, OS Configuration (Windows/Linux), Vulnerability Scanning, Data Backup Solutions
- Core Competencies: Service Excellence, Cross-Functional Teamwork, Strategic Issue Analysis, Effective Decision-Making Under Pressure
Timeline
Volunteer - IT Infrastructure /Computer Technician
PVT Inspire
02.2023 - Current
Customer Service Representative and Scheduler
Roto-Rooter
08.2019 - Current
Dispatcher Associate & Quality Control
Pitney Bowes, Inc
10.2018 - 09.2019
Escrow Processor
First American Title Insurance Co
10.2016 - 08.2017
Volunteer Computer Technician/IT Helpdesk /Network Support
Kirkland Lake Collegiate and Vocational Institute (KLCVI)
02.2002 - 11.2006
Master of Science - Information Technology Management
Southern New Hampshire University
Bachelor of Science - Cybersecurity
Southern New Hampshire University
Associate of Arts - Liberal Arts And Sciences
Niagara County Community College
Diploma - Certificate of Technical Studies Computer Network
Computer World Career Institute
Key Strengths
- Technical & Customer Support: Troubleshooting across diverse operating systems.
- Cybersecurity: Applying foundational security practices to IT infrastructure.
- Communication: Translating complex technical issues into clear solutions.
- Efficiency: Optimizing service response times while maintaining high accuracy.