ISRAEL I WILLIAMS
Atlanta,GA
Summary
Results-driven Network Engineer with 6+ years of expertise deploying and maintaining LAN and WAN infrastructure. Dedicated technology professional with strong track record of accurately conducting system repairs and troubleshooting. Offering exemplary planning, project management and communication talents.
Driven problem solving team player with 20+ years of combined solid customer service and management experience. Strong Technical skills and solid ethical behavior aimed at managing both assets and employees.
Overview
20
20
years of professional experience
Work History
Tech Command Center Analyst
Aarons Inc.
01.2021 - Current
- Manage, deploy, configure, and maintain servers in a virtualized and traditional environment.
- Support, troubleshoot, repair and maintain server issues and security for enterprise and large-scale applications.
- Provide strong customer service to employees with Windows and PC issues
- Serve as an escalation point for the Service Desk staff regarding store infrastructure and application issues.
- Set up and troubleshoot printer/copier/scanners.
- Install, configure and deploy server hardware and software, including operating systems, applications, and patches to support and maintain effective network service operations.
- Troubleshoot server hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues.
- Monitor a wide variety of network and systems that include, but are not limited to telecommunications circuits, SD-WAN, routers, switches, firewalls, servers, storage, backups, cloud hosted servers, websites and applications.
- Perform troubleshooting to identify or isolate issues, attempt to resolve, and escalate to appropriate team as needed.
- Configure, deploy, support and maintain server infrastructure hardware.
- Configure, deploy, support and maintain network infrastructure incl. SD-WAN, firewall, switch and WAP hardware.
- Document timeline and details on all reported incidents in accordance with standard company policies and procedures.
- Lead the problem management and learning review processes as needed, coordinating communications across technology teams, and facilitating meetings to ensure continuous improvement.
- Building and maintaining knowledge.
- Training and mentoring.
- Perform other duties as assigned.
- Participate in an on-call rotation.
IT Technical Support Specialist
Aarons Inc.
01.2020 - 01.2021
- Assist NSC analysts in resolving escalated incidents.
- Supervise team of NSC analysts to ensure daily productivity.
- Monitor NSC Slack Channel to resolve analyst questions and concerns.
- Monitor and restore store server job functions.
- Handle store internet and network connectivity issues.
- Plan and conduct NSC analyst team meetings
- Liaison between NSC and all departments to provide important policies, practices and procedures.
- Document repair processes and help streamline procedures for future technical support actions.
- Receive inbound phone calls and chats from stores to provide second-level support and remotely troubleshoot issues with POS, equipment or customer accounts.
- Troubleshoot internet, server and phone connectivity issues daily.
- Search and recover missing customer payments
- Communicate with stores to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
IT Technical Support Analyst
Aaron's Inc.
02.2018 - 01.2020
- Aaron's Corporate IT – Kennesaw, GA.
- Answering Inbound calls, creating issue tickets and documenting all issue details.
- Update ticket details as needed until issues are resolved and closed.
- Handling, documenting and resolving or escalating any issues presented.
- Installing and configuring computer hardware, software, systems, networks, printers and scanners.
- Monitoring and maintaining computer systems.
- Responding in a timely manner to service call issues and requests.
- Providing Technical support across the company (In person or by phone).
- Setting up accounts for new users/associates.
- Repairing and replacing equipment as necessary.
- Testing new technology.
- Assisting and training junior staff members.
Store Manager
Life Storage
10.2015 - 02.2018
- Responsible for managing operations for the property which includes renting storage units (500), budget management, client service and inventory control.
- Handles customer complaints regarding quality of merchandise, employees, etc.
- Forecasts, schedules and monitors labor to minimize the impact of overtime.
- Organize monthly auctions.
- Performs a security check by walking throughout the facility looking for signs of security risks.
- Select and interview potential employees to fill open positions.
- Provides feedback to one direct report employee regarding job performance.
- Discusses specific employee performance, training needs, and overall potential.
- Maintains reports, records required to document store performance and activities.
- Rented self-storage spaces and sold related merchandise.
- Provided great service to new and existing customers, accepting/refunding payments and making bank deposits/withdrawals, maintaining a working knowledge of the company's products and services.
- Kept the property clean and looking good inside and out (sweeping, cleaning, etc.), and other duties as assigned by the Store Manager.
Disability Specialist
Air Serve Corp
03.2012 - 10.2015
- Assisted Delta Airlines physically disabled passengers in transportation to destinations.
- Ensure safe and timely arrivals to gates for departure.
- Communicate effectively with management and staff via hand-held radio device for passenger information.
- Professionally address all passenger/customer concerns with urgency and care.
Registrar
Broward College
12.2008 - 01.2012
- Assisted prospective and new students with the admission process to Broward College.
- Processed registrations, add/drop schedules and other registration functions via internal systems.
- Retrieved, modified and notated student records daily.
- Maintained compliance with all State, Accreditation and Department of Education Standards.
- Maintained communications between Enrollment Services office, Student Affairs departments and Academic Affairs offices college-wide.
- Performed general office activities.
Operations Manager/ Accounts Payable
Bally Total Fitness
04.2004 - 11.2008
- Supervise direct reporting staff (20) according to overall company policy.
- Determined staffing requirements.
- Resolved all membership issues including billing and account adjustment services.
- Sent retail purchase orders to vendors and input items received into inventory database.
- Managed health club facility while auditing membership contracts to be sent to corporate offices.
- Coordinated bi-weekly employee schedules via internal software systems and submit employee time sheets to Payroll Department.
Education
Some College (No Degree) - Network And System Administration
Broward College
Fort Lauderdale, FLSkills
- Cisco systems knowledge
- IT Technical Support & Troubleshooting
- Customer Service
- Office Administration
- Employee Development
- Exceptional communication skills
- Leadership
- Network Configuration
- Software/Hardware Deployment
- Operating System Knowledge
- Database Management
Timeline
Tech Command Center Analyst
Aarons Inc.
01.2021 - Current
IT Technical Support Specialist
Aarons Inc.
01.2020 - 01.2021
IT Technical Support Analyst
Aaron's Inc.
02.2018 - 01.2020
Store Manager
Life Storage
10.2015 - 02.2018
Disability Specialist
Air Serve Corp
03.2012 - 10.2015
Registrar
Broward College
12.2008 - 01.2012
Operations Manager/ Accounts Payable
Bally Total Fitness
04.2004 - 11.2008
Some College (No Degree) - Network And System Administration
Broward College
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