Jay L. Williams
Lithonia,GA
Summary
Highly analytical professional with substantial experience in facilitating technical support and customer service to users on utilization of computer applications and hardware. Competent in integrating technical skills aimed at determining and mitigating complex issues, while streamlining daily tasks. Instrumental at mentoring teams, troubleshooting log, and possessing robust engineering, interpersonal, and analytical skills. Thrive to perform in a dynamic, challenging environment.
Overview
14
14
years of professional experience
Work History
Broadband Associate
AT&T
Atlanta, GA
01.2020 - Current
- Resolve and address customer queries and concerns in timely and appropriate manners. Managed over 40 calls per day.
- Facilitate telecommunication troubleshooting for clients
- Protected customers from disconnections by delivering successful technical assistance
- Increased sales and revenue by upselling and cross selling all telecommunication products
- Enhance productivity and performance by training and coaching new technicians.
- Steered high-level of customer experience by monitoring end to end AT&T products and services.
- Worked flexible hours across night, weekend and holiday shifts
- Strengthened communication skills through regular interactions with others
- Responded promptly to incoming sales leads and requests for technical support
- Removed malware, ransomware, and other threats from laptops and desktop systems
- Created user accounts and assigned permissions
- Translated complex technical issues into digestible language for non-technical users
Small Business Representative
AT&T
Atlanta, CA
05.2009 - 02.2020
- Maintained connections with clients through proactive communication, supporting lead generation and partner satisfaction. Managed over 50 calls per day.
- Evaluated customer needs and feedback to drive product and service improvements.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Maintained database systems to track and analyze operational data.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
Education
Certificate - Google IT Support Professional
Coursera
Online11.2022
Google Cloud Digital Training Specialization - Cloud
Coursera
Online12.2022
Associate Degree - Biology
Hampton University
05.2001
Skills
- Technical Support & Management
- Python
- Linux
- SIEM
- Troubleshooting/Resolution
- Technical Training & Development
- Linux
- Threat Modeling
- Product Development
- Technical Proficiencies
- MITRE Atta&ck Network
- TCP/IP
Timeline
Broadband Associate
AT&T
01.2020 - Current
Small Business Representative
AT&T
05.2009 - 02.2020
Certificate - Google IT Support Professional
Coursera
Google Cloud Digital Training Specialization - Cloud
Coursera
Associate Degree - Biology
Hampton University