Grayson Williams

• Monitor Ticketing System in Hubspot and HelpScout. This includes answering tickets within SLA, updating statuses, organizing/escalation as needed.Monitor Ticketing 
• Prepare monthly reports based on Hubspot ticketing to go over with project manager and discuss any bugs/feature enhancements for application.
• Keep Hubspot knowledgebase updated with latest system changes and feature changes to application. This includes FAQs/Training materials/Tutorials.
• Participate in weekly meetings with Project Manager and Business Team. This includes refinement calls/grooming calls/Roadmap calls.
• Perform daily manual QA in any/all application environments.
• Write bug reports as needed for Project Manager and Engineering Teams.
• Write QA reports for Project Manager and Engineering Teams.
• Administrator of Amazon Connect System. 

Worked in the tech department of Target by helping guests with issues, 

• Helped guests with setup and configuration of their newly purchased devices.
• provide recomendations for certain tech related products 
• became familiar with the different software applications required such as Targets proprietary app, Workday, and Origami among others.

From the end of my high school career through the beginning of my college education, I worked as a self-employed tech support provider. I helped people in my comunity with their technical support/ IT related issues.

• Install/ upgrade desktop hardware for clients.
• Configuring email accounts
• Performing installations of Windows operating systems
• Provide house calls when needed