Jeffrey J. Williams II
Washington
Summary
Motivated, dependable, organized, and meticulous professional with exceptional communication and prioritization skills. Dedicated to continual learning through training and ongoing certification courses.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Tier 2 Deskside Support
Food And Drug Administration
08.2024 - Current
- Actively participated in disaster recovery exercises, aiding in the development of comprehensive contingency plans for critical systems failures.
- Minimized ticket escalation rates by proactively addressing recurring issues through root cause analysis and remediation efforts.
- Contributed to the success of IT projects by providing subject matter expertise and technical support during planning, deployment, and maintenance phases.
- Improved system performance by troubleshooting, diagnosing, and resolving network connectivity problems.
- Reduced downtime for clients by providing prompt and efficient Tier 2 support for software and hardware-related issues.
- Assisted in managing vendor relationships, ensuring timely delivery of services and maintaining open lines of communication.
- Implemented technical solutions to solve customer issues and increase satisfaction.
Help Desk Specialist
Food And Drug Administration
12.2023 - 08.2024
- Responded to inquiries by phone, email, Teams, and ServiceNow
- Provided end-user system and equipment training.
- Logged activities in tracking system to maintain accurate, timely records.
- Walked user through series of steps to determine problem and implement likely solution.
- Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.
- Established strong relationships with clients by consistently delivering high-quality support and demonstrating a genuine commitment to their success.
- Supported over 15,000 users nationally and globally.
Desktop Support Intern
Latin American Youth Center
02.2023 - 10.2023
- Provide technical support to end-users via phone, email, and in person to resolve hardware, software, and network issues
- Installed, modified, and repaired computer hardware and software for end-users, both in-person and through remote access tools
- Assisted in administering email systems and Microsoft Office applications, ensuring continuous collaboration for end-users and external partners
- New location network setup, including installing firewalls, switches, servers, and the cable management of CAT 6 and fiber cables
- Manage trouble tickets using TOPdesk from open to closure, ensuring excellent customer service and timely updates to end-users
- Management of user accounts using Azure Active Directory
- Assist in the creation of distribution groups and other user groups during the organization's migration from Google Workspace to Microsoft 365
- Maintain excellent verbal and written communication skills to communicate technical information to technical and non-technical end-users effectively
- Stay up-to-date with the latest technology and internal system processes through internal training and other learning opportunities.
Education
Information Technology
LAYC Career Academy
Washington, D.C.06.2024
Skills
- Industry Best Practices
- Office Support
- Operation System Software
- Knowledge Base
- Help Desk
- Security Compliance
- Network Monitoring
- Customer Satisfaction
- Hardware and Software Configuration
- Application support
- Software Installation
- Troubleshooting skills
- Network Troubleshooting
- Hardware troubleshooting
- Customer Education
- System Administration
Certification
CompTIA Security+ Certification
CompTIA Network+ Certification
CompTIA A+ Certification
Certiport IT Specialist: Networking, network security, and cybersecurity certifications
Microsoft Office Specialist: Associate (Microsoft 365 Apps) Certification
Microsoft Access Expert Microsoft Office Specialist Associate Certification
Internet Core Competency Certification (IC3)
Interests
- Pursuing CySA+ certification
- Basic knowledge of C++
- IT Advisory Board Member
- Volunteer
- CyberSecurity, Networking, and Software Development
Timeline
Tier 2 Deskside Support
Food And Drug Administration
08.2024 - Current
Help Desk Specialist
Food And Drug Administration
12.2023 - 08.2024
Desktop Support Intern
Latin American Youth Center
02.2023 - 10.2023
Information Technology
LAYC Career Academy
CompTIA Security+ Certification
CompTIA Network+ Certification
CompTIA A+ Certification
Certiport IT Specialist: Networking, network security, and cybersecurity certifications
Microsoft Office Specialist: Associate (Microsoft 365 Apps) Certification
Microsoft Access Expert Microsoft Office Specialist Associate Certification
Internet Core Competency Certification (IC3)
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