Ian Williams
Tallahassee,FL
Summary
Experienced in overseeing a help desk responsible for delivering technical support for web-based applications and their associated databases. Proficient in identifying and reporting bugs to developers and the database teams. Skilled in designing and implementing quality assurance testing strategies for a range of applications developed by FCRR. Experienced in travel coordination, and accounting in support of the project's Budget Manager.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Accounting Associate, Travel Coordinator
Florida Center for Reading Research - FSU
07.2022 - Current
- Utilized Concur to prepare and submit travel authorizations, travel expense reports, and payment request forms in accordance with state statutes, federal grant and contract regulations, and University and departmental policies and procedures.
- Reviewed and reconciled all travel reimbursement requests to help ensure appropriate budgetary billing and compliance with FSU, state, and federal travel policies.
- Assisted Budget Manager with monthly invoices. Provided Budget Manager with itemized travel receipts and documentation for use in completing the invoices for all department related travel.
- Managed the logistics of travel reservations for department employees as well as guest travelers. This included making hotel, air, and car reservations and processing reimbursement requests.
- Maintained and organized a voluminous internal repository of deliverables for backup documentation on departmental invoices.
- Planned and executed large events for Governing Board meetings. This included negotiating contracts with hotels and meeting venues, as well as making travel arrangements for groups of up to 50 people.
- Utilized SpearMart to manage contracts and agreements between vendors and the department.
Senior Support Specialist
Florida Center for Reading Research - FSU
01.2014 - 06.2022
- Managed a team of eighteen Support Specialists across three separate help desks which provided support for various websites, databases, and applications developed and supported by the Florida Center for Reading Research (FCRR) and it's partners.
- Troubleshot and identified issues within the VPK Assessment Online Reporting System, Bright Beginnings website, as well as the K-2 Florida Assessment for Instruction in Reading (K-2 FAIR) and the 3-12 Web Assessment Module (3-12 WAM).
- Lead quality assurance testing of Lexia Learning's adaptation of the 3-12 WAM and acted as a liaison between Lexia Learning and FCRR.
- Used both Mantis and Jira to report, track, resolve, and test bugs and bug fixes to various applications developed and supported by FCRR.
- Supported users of applications, databases, and websites via telephone and E-mail. This included resetting user passwords, walking users through the applications or websites, and identifying, tracking, resolving, and testing of bugs experienced by users.
- Completed Frontline Leadership & Customer Service certificate series.
Shift Manager
Pizza Hut
06.2007 - 07.2014
- Trained and managed employees.
- Ordered/received account inventory when General Manager was unavailable.
- Responsible for money receipts and deposits.
- Displayed excellent customer service with telephone orders, pickup counter service, customer complaints.
Back of the House Shift Leader
Zaxby's
06.2003 - 05.2007
- Trained and managed kitchen employees.
- Ensured food safety standards were met.
Call Center Operator
Telcom
03.2002 - 05.2003
- Outbound cold calls – solicited donations for Police Athletic League.
Education
Bachelor of Science - Major Criminology, Minor Sociology
Florida State University
Tallahassee, FLAssociate in Arts -
Pensacola Junior College
Pensacola, FLSkills
- User support via telephone, E-mail, and remote connection
- User credential management
- Call categorization and escalation
- Ticket support system management (Mantis & Jira)
- Technical troubleshooting
- Performance testing
- Staff education and training
- Travel planning and execution
Certification
- Customer Service Certificate
- Frontline Leadership Certificate
Timeline
Accounting Associate, Travel Coordinator
Florida Center for Reading Research - FSU
07.2022 - Current
Senior Support Specialist
Florida Center for Reading Research - FSU
01.2014 - 06.2022
Shift Manager
Pizza Hut
06.2007 - 07.2014
Back of the House Shift Leader
Zaxby's
06.2003 - 05.2007
Call Center Operator
Telcom
03.2002 - 05.2003
Bachelor of Science - Major Criminology, Minor Sociology
Florida State University
Associate in Arts -
Pensacola Junior College
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