Jason J. Williams
Rochester,NY
Summary
Strongly motivated service professional with over 15 years of experience providing outstanding customer relationship management.
Reliable and passionate, with a vast skill set looking for professional challenges.
Overview
18
18
years of professional experience
Work History
Blue Diamond L1 Technical Support Engineer
Datto
Rochester, NY
09.2019 - Current
- Designated support technician for high-value partners
- Azure SME
- Seek successful resolution of customer inquiries received through multiple communication channels
- Maintain ticket backlog per Datto service level agreements
- Build ongoing relationships with customers
- Answer system questions and provide workflow and implementation best practices
- Strong understanding of Datto customer requirements and processes along with technical and business expertise in Datto products
- Incident triage and first resolution
- Maintain ownership of incidents until resolved or escalated for further research
Technical Systems Support NOC Specialist
ACC Business Via Collabera
Rochester, NY
06.2013 - 09.2019
- Troubleshoot issues with T1 and fiber lines
- Create trouble tickets for testing of circuits and possible dispatch
- Work caseload of tickets to ensure SLA is being met by technicians
- Monitor circuits for stability
- Assists in rapid assessment of both nature and severity of customer problems and initiates calls to various support organizations as needed
- Maintains documentation of daily operations. Install and test commercial networks. Effectively communicate with clients and various levels of management
- Coordinate testing schedules and assist LEC, ILEC'S, Project management, Customer Vendors, and Customer IT
- Conduct layers 1 and 2 troubleshooting for Ethernet, VOIP, T1, DSL, MPLS, and AVPN
- Checking circuits, and services for errors, bouncing, mismatch speed settings, and mismatch configuration settings
Customer Support Liaison
5Linx
Rochester, NY
01.2012 - 03.2013
- Provided link between Product Support Team and 5LINX representatives that are requesting assistance with questions or issues
- Submit process improvement suggestions to management to assist in improving efficiency in customer care department
- Follow up with representatives/customers on pending research requests
- Provide feedback to management when issues or problems arise
Dispatch Coordinator
Pitney Bowes
Rochester, NY
05.2011 - 01.2012
- Provide administrative and clerical support related to purchasing department activities, managers, or staff
- Contact vendors to obtain prices and schedule delivery dates
- Manage and renew third-party service maintenance agreements
- Partnered with vendor teams to solve real-time challenges and drive cohesive experiences
- Receive and closeout purchase orders
Flexible Spending Account Consultant
Paychex
Rochester, NY
10.2010 - 04.2011
- Run compliance testing for clients to make sure IRS guidelines are being met
- Assist plan administrators with management of their flexible spending accounts and billing
- Assist plan participants with questions and options available for their accounts
- Process section 125 claims for flexible spending accounts including data entry and. proofing of participant submitted expenses in accordance with IRS regulations
- Used accounting software to prepare weekly and monthly financial reports
Customer Service Representative
Time Warner Cable
Rochester , NY
11.2008 - 09.2010
- Assist customers with billing and service issues
- Liaison between field techs and customers
- Sales and Retention for customer base
- Assist customers with any cable, phone, or internet issues
- Delivered excellent customer service, resulting in consistent 93% customer satisfaction rating
Customer Service Representative
Verizon Wireless
Rochester, NY
02.2004 - 10.2008
- Assist customers with phone and data issues
- Assist OnStar customers with invoice questions, also any technical questions
- New hire consultant, process assumption of liabilities
- Find workable solutions, and create positive customer experiences
Education
High School Diploma -
East High School
Rochester, NYMonroe Community College
Rochester, NYSkills
- High-level critical thinking and problem-solving skills, along with excellent time management/organizational skills
- Robust ability to congregate, analyze, and prepare information for field implementation
- Creative, strategic, and analytical thinker with ability to manage multiple projects
- Decisive planning and people management
- Self-starter, capable of taking initiative in project development
- Able to orchestrate and construct pilot programs for pursuit of improvement
- Experienced in coordination of new representatives; teaching essential communication and interpersonal skills
- Skilled in art of persuasive communication; both written and oral
- Advanced troubleshooting in variety of operating systems such as Microsoft Windows, Apple MacOS, Google Android and Linux
Timeline
Blue Diamond L1 Technical Support Engineer
Datto
09.2019 - Current
Technical Systems Support NOC Specialist
ACC Business Via Collabera
06.2013 - 09.2019
Customer Support Liaison
5Linx
01.2012 - 03.2013
Dispatch Coordinator
Pitney Bowes
05.2011 - 01.2012
Flexible Spending Account Consultant
Paychex
10.2010 - 04.2011
Customer Service Representative
Time Warner Cable
11.2008 - 09.2010
Customer Service Representative
Verizon Wireless
02.2004 - 10.2008
High School Diploma -
East High School
Monroe Community College