JAIDEN JOHN WILLIAMS
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Tech Administrator
PwC
06.2023 - Current
- Created a ServiceNow ITSM knowledge base article detailing the printer ink replacement process for the US Tech Connect Team streamlining support
- Managed accurate inventory of 10000+ assets including MacBook's, iPhone, Samsung, HP, Dell and Microsoft ensuring they have the latest workstation build, image and firmware updates to stay compliant within PwC security protocols
- Install, configure, and troubleshoot software packages including operating systems and 3rd party applications.
- Completed assigned firm-wide rollouts and upgrades also, escalated bug reports and contributed to product fixes for continuous improvement
- Provide white glove remote and on premises user support, able to communicate clearly and concisely with C-suite level executives resolving incidents
- Delivered installation services for cables, dual monitors, curved monitors, operating systems
- Install, troubleshoot and operate AV equipment including microphones, speakers, video displays, projectors, cameras, and mixing consoles for meetings, conferences, and events.
- Engage with vendors (Apple, HP, Microsoft etc.) to coordinate escalated repairs for laptops, mobile devices, and printers.
- Logged, tracked, and resolved incidents, tasks and requests within Service Now, providing resolution within the SLA.
- Diagnosed and resolved network issues by tracing physical network ports, improving efficiency by 53.5%
- Strong understanding of collaboration platforms like teams, zoom, google workspace, slack and Webex
- Resolved 97.8% of IT support tickets within SLA
Field Technician
CIP Field Technician
03.2023 - 05.2023
- Travel to client sites throughout the city to conduct a physical inventory of their IT assets and register devices in Microsoft Intune.
- Set up and support AV equipment and provided support for presentation and multimedia meeting
- Experience troubleshooting VPN and remote connectivity/access issues
Customer Service Associate
Amazon
05.2022 - 07.2022
- Managed secure access via security keys connecting to amazon internal networks.
- Assisted large volume of customers every day with positive attitude and focus on customer satisfaction.
Sales Associate/Cashier
BuyBuyBaby
02.2017 - 11.2019
- Handle onboarding and offboarding of employees, including training on appropriate use of hardware and software
- Built and deployed new workstations, ensuring firmware and security compliance
Education
Bachelor of Science - Computer Information Systems Security
New York City College of Technology
Brooklyn, NY06.2026
Skills
- Windows 10 & 11
- Mac OS
- Microsoft 365 Products
- Networking Fundamentals
- Excellent Communication
- Customer Service
- Printer Troubleshooting
- Service Now Proficiency
- Azure Services and Platform Knowledge
- TCP/UDP/IP/SIP/SSH/FTP knowledge
Certification
- AWS Certified Cloud Practitioner
- Google IT Support Professional Certificate
- ITIL Foundation Certificate in IT Service Management
- Microsoft Certified: Azure Fundamentals
Timeline
Senior Tech Administrator
PwC
06.2023 - Current
Field Technician
CIP Field Technician
03.2023 - 05.2023
Customer Service Associate
Amazon
05.2022 - 07.2022
Sales Associate/Cashier
BuyBuyBaby
02.2017 - 11.2019
Bachelor of Science - Computer Information Systems Security
New York City College of Technology