JAMIL WILLIAMS
Atlanta,GA
Summary
Adept at enhancing system performance and user satisfaction, I leveraged technical support and problem-solving skills at Cox to significantly improve help desk resolution times. My expertise in hardware and software repair, combined with a collaborative approach, drives efficiency and fosters a productive work environment.
IT professional with strong track record in technical support and system administration. Known for reliable problem-solving and effective issue resolution within dynamic team environments. Committed to leveraging technical skills and collaborative efforts to drive operational success and efficiency.
Experienced with diagnosing and resolving technical problems to optimize system performance. Utilizes network management and hardware maintenance skills to ensure seamless operations. Knowledge of providing efficient support in fast-paced environments.
Versatile IT Technician ready to fix faulty hardware, install new assets and support continuous business operations. Adapts to rapidly changing work situations and employee realities. Consistently beneficial to all technical operations and technological procedures.
Knowledgeable IT Technician with solid background in IT support and troubleshooting. Proven ability to resolve technical issues and implement effective solutions, contributing to system efficiency. Demonstrated expertise in network management and hardware maintenance.
Overview
19
19
years of professional experience
Work History
Executive Support Specialist
Cox Enterprises
03.2016 - 10.2022
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Configured hardware, devices, and software to set up work stations for employees.
- Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
- Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
- Supported remote employees by setting up secure VPN access points that enabled them to work efficiently from offsite locations.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Walked individuals through basic troubleshooting tasks.
Executive Support Specialist
Cox Communications
04.2009 - 03.2015
- Maintained office PCs, networks and mobile devices.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
- Improved IT support efficiency, creating detailed documentation for common issues and solutions.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
- Managed inventory of hardware and software assets, ensuring proper allocation and maintenance throughout their lifecycle.
IT Technician
Cox Communications
04.2006 - 03.2009
- Maintained office PCs, networks and mobile devices.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
- Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
- Managed inventory of hardware and software assets, ensuring proper allocation and maintenance throughout their lifecycle.
IT Technician
Spherion Staffing
12.2003 - 04.2006
- Maintained office PCs, networks and mobile devices.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
- Managed inventory of hardware and software assets, ensuring proper allocation and maintenance throughout their lifecycle.
- Conducted regular preventive maintenance on hardware equipment, prolonging lifespan while minimizing unexpected failures.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Supported seamless remote work transitions by setting up and troubleshooting VPN connections for employees.
- Improved IT support efficiency, creating detailed documentation for common issues and solutions.
Intern Engineer
Cox Communications
06.2003 - 12.2003
- Gained hands-on experience with various engineering tools, equipment, and materials through active participation in practical workshops.
- Maintained a safe working environment by adhering to safety protocols during all stages of project development.
- Reviewed and updated technical documentation, ensuring accuracy and compliance with industry standards.
- Developed strong relationships with peers and mentors, fostering a collaborative work environment conducive to learning and growth.
- Utilized advanced software tools to create detailed schematics and blueprints for various engineering projects.
- Assisted senior engineers in designing and implementing new systems, improving overall project outcomes.
- Documented and developed engineering procedures and processes.
Education
Bachelor of Science - Electrical Engineering
Georgia Southern University
Statesboro, GA07-2003
Skills
- Desktop technical support
- Hardware installation
- Technical support
- Software configuration
- Teamwork and collaboration
- Microsoft windows and office
- Software upgrades
- Hardware and software repair
- Remote technical support
- Customer service
- Attention to detail
- Friendly and patient
- Organizational skills
- Desktop support
- Problem-solving
Timeline
Executive Support Specialist
Cox Enterprises
03.2016 - 10.2022
Executive Support Specialist
Cox Communications
04.2009 - 03.2015
IT Technician
Cox Communications
04.2006 - 03.2009
IT Technician
Spherion Staffing
12.2003 - 04.2006
Intern Engineer
Cox Communications
06.2003 - 12.2003
Bachelor of Science - Electrical Engineering
Georgia Southern University
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