Jaamal Williams
Richmond ,Texas
Summary
Service desk professional with strong background in technical support and excellent customer service. Proven track record of resolving complex issues and ensuring seamless IT operations. Highly collaborative and adaptable, with focus on achieving team goals and improving user satisfaction.
Overview
6
6
years of professional experience
Work History
Service Desk Analyst
NRI North America
07.2025 - Current
- Resolved technical issues via ticketing system, ensuring prompt service delivery.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Escalated complex issues to senior staff, ensuring timely resolution of critical incidents.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
Technical Support Administrator
Aditi Consulting (Contractor for Pearson Edu.)
03.2025 - 07.2025
- Assisted teachers and staff by resolving various technical problems over the phone.
- Provided remote technical support for existing software products.
- Provided support for hardware problems.
- Provided support for Google Voice and live classroom environments.
Desktop Field Support
Medasource (Contractor for Memorial Hermann)
02.2023 - 10.2024
- Answered user inquiries to resolve computer software or hardware operation problems.
- Tracked ticket statuses using ServiceNow, and updated customers accordingly.
- Installed and performed minor repairs to hardware, software, or peripheral equipment.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Imaged laptops and desktops.
- Helped manage the inventory of IT assets deployed in the field environment.
Helpdesk Technician I
U.S. Physical Therapy, INC
10.2022 - 02.2023
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
- Managed user accounts including passwords resets, account creation and deletion.
- Imaged new computers and laptops to be deployed to other clinics and employees.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Supported remote desktop connections for users requiring assistance offsite.
IT Helpdesk Specialist
Eye Health Northwest
12.2021 - 07.2022
- Performed system administration tasks such as user account creation and deletion, password resets, configuring security settings, and access permissions for groups and individual users.
- Responsible for installing, repairing, and swapping computer hardware, and imaging computers.
- Provided technical support for employees in resolving complex issues.
- Utilized advanced technical skills and expertise to troubleshoot complex problems, and implement solutions.
Helpdesk Technician/Remote Field Services
Workbridge Associates (Contractor for U.S. Bank)
02.2020 - 07.2021
- Assisted end users with various types of technical issues via email, live chat, and telephone.
- Assisted with account and password resets across the business.
- Responded to end users to set up new equipment remotely, and assisted with all hardware and software issues.
- Completed scheduled appointments on time to drive quality service.
- Explained technology-related details in easy-to-understand terms to end-users.
- Tracked service requests through a ticketing system, through ServiceNow.
Education
Some College (No Degree) -
South Suburban College
South Holland, ILHigh School Diploma - undefined
Thornridge High School
Dolton, IL05.2004
Skills
- Technical Support
- Microsoft O365
- Application Support
- Customer Service
- Computer Hardware
- Attention to Detail
- Problem Solving
- ServiceNow
- On-site and Remote Support
- Hardware installation
- Asset management
- Operating systems
- Application support
- Software deployment
- Hardware repair
- Software updates
- Computer workstation setup
- Active Directory management
- Customer education
Timeline
Service Desk Analyst
NRI North America
07.2025 - Current
Technical Support Administrator
Aditi Consulting (Contractor for Pearson Edu.)
03.2025 - 07.2025
Desktop Field Support
Medasource (Contractor for Memorial Hermann)
02.2023 - 10.2024
Helpdesk Technician I
U.S. Physical Therapy, INC
10.2022 - 02.2023
IT Helpdesk Specialist
Eye Health Northwest
12.2021 - 07.2022
Helpdesk Technician/Remote Field Services
Workbridge Associates (Contractor for U.S. Bank)
02.2020 - 07.2021
High School Diploma - undefined
Thornridge High School
Some College (No Degree) -
South Suburban College