JAMES WILLIAMS
Odenton,MD
Summary
Results-driven Help Desk and Technical Support Specialist with 3+ years of experience providing Tier 1 support, resolving hardware/software issues, and improving end-user productivity. Skilled in troubleshooting laptops, desktops, mobile devices, network connectivity, and account access problems in fast-paced environments. Strong understanding of ticketing workflows, documentation, and IT service management (ITSM) best practices. Known for exceptional communication, customer service, and efficient issue resolution.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Support Representative
UMBC Transit
Catonsville, MD
05.2023 - Current
- Provide Tier 1 help desk support via phone, email, remote tools, and ticketing systems.
- Troubleshoot issues related to Windows OS, desktops, laptops, mobile devices, printers, and peripherals.
- Perform account provisioning, password resets, and access support.
- Prepare and configure devices for new user onboarding.
- Document incidents, update tickets, and escalate advanced issues.
- Identify technical problems, perform diagnostics, and deliver step-by-step resolutions.
Maritime Terminal Operator (Technology-Focused)
Logistec
Baltimore, MD
12.2017 - Current
- Troubleshoot handheld wireless device and scanner connectivity issues.
- Analyze error codes and follow documented procedures.
- Support communication systems and provide real-time updates.
- Follow strict security, compliance, and documentation protocols.
- Maintain accurate reporting to support operational IT and equipment reliability.
Technical Support Analyst
Aerotek
Hanover, MD
08.2016 - 04.2017
- Delivered technical assistance to internal users via phone, email, chat, and ticketing tools.
- Performed software/hardware troubleshooting, password resets, and mobile support.
- Supported remote diagnostics and remote desktop assistance.
- Logged incidents, documented solutions, and escalated to Tier 2.
- Set up and configured new computers and peripheral equipment.
Education
Associate of Applied Science - Networking Information Systems
Tesst College of Technology
02.2019
Skills
- Delivered first-level technical assistance, resolving user concerns and escalating complex issues
- Identified and addressed specific hardware and software malfunctions to maintain system efficiency
- Managed incident request escalation within ticketing systems to ensure timely resolution
- Oversaw password reset procedures and account administration to enhance user experience Coordinated with IT support to resolve account-related inquiries efficiently Implemented best practices for account security and management
- Achieved seamless operation of Windows OS (7/10) and Windows Server 2008/2012 through proactive system management Enhanced user experience by implementing best practices for system maintenance Streamlined processes for software installation and updates
- User Onboarding & Device Provisioning
- Active Directory Basics
- Network Connectivity & TCP/IP Troubleshooting
- Remote Desktop Support
- Printer, Scanner & Peripheral Support
- Technical Documentation
- Cybersecurity Fundamentals
- Diagnostic Tools & Error Code Analysis
- Achieved high customer satisfaction through effective communication and problem-solving Enhanced team efficiency by implementing new communication protocols Increased client retention by fostering strong customer relationships
- Problem-Solving & Root Cause Analysis
Certification
CompTIA Security+ (2025)
TECHNICAL TRAINING
- GCGA Premium Security+ Exam Prep
- CompTIA Security+ Practice Tests
- TryHackMe Cybersecurity Labs & Training
Timeline
Technical Support Representative
UMBC Transit
05.2023 - Current
Maritime Terminal Operator (Technology-Focused)
Logistec
12.2017 - Current
Technical Support Analyst
Aerotek
08.2016 - 04.2017
Associate of Applied Science - Networking Information Systems
Tesst College of Technology