Jerome Williams

• Provides responsive technical support to corporate and retail operations staff in person, by phone, and through remote tools
• Provides AV support for meetings/events and supports conferencing needs using Zoom, Skype for Business and MS Teams
• Install, configure, and maintain operating systems updates, software applications, and hardware components through SCCM
• Machine imaging through use of SCCM
• Inventory management through use of Fresh Desk
• Manage user accounts and permissions in Active Directory and Entra.
• Assist with basic network troubleshooting, including connectivity issues and printer setup.
• Work with network engineers to resolve complex network problems.
• Escalate and manage high-priority incidents appropriately
• Accurately document all support activity in the ticketing system
• Troubleshoot and resolve software, hardware, and peripheral issues across Windows and Microsoft 365 environments
• Assist with onboarding, equipment provisioning, and user training
• Support larger companywide technology rollouts and improvement initiatives
• Use documented knowledge resources to deliver consistent support
• Follow established IT processes while making improvements where appropriate

• Provides daily on-site support for NY users, and assisted users in Ardian’s North America and Chile offices
over the phone or through use of Bomgar remote Assistance application
• Partners with level III support and application admins based in Europe and Asia to resolve
incidents/requests for international users.
• Resolves incidents and requests in the Service Now ticketing system within targeted SLA’s
• User account management and mobile device provisioning via Intune, Azure Active Directory
• Provides onsite AV support for executive staff and manages meetings using Zoom, MS Teams
• Performs new hire orientation, training end-users in the use of relevant applications and technology
• Responsible for inventory support throughout the asset’s life-cycle (purchasing, imaging, deployment,
retirement)
• Onsite support of Canon MFP’s and local HP Laser Jet printers
• Performs hardware repairs onsite as needed
• Performs daily status checks and creates reports regarding the health of onsite infrastructure
• Documents troubleshooting processes and adds to the existing knowledge base via SharePoint

• Provisioned and maintained 300+ PC’s\Macs using SCCM, Symantec Endpoint and AD Connect
• Delivered front-facing support in the form of technical training on software, hardware, and application
support for staff and contractors
• Used the Service Now ticketing system to manage requests\incidents, managed the help desk
knowledge base and asset-management.
• Worked alongside Infrastructure staff to troubleshoot issues with onsite equipment and complete
weekly backups and maintenance of equipment
• Provided support to over 300 onsite staffers, retail staff in Godiva cafes, and traveling staff members
• Liaised with vendors to resolve issues with staff devices or service, but also to coordinate maintenance
during off-hours to minimize downtime
• Provided additional support as an Identity Access Management fulfiller prior to the implementation of
Work Day

• Performed a variety of computer repair and maintenance activities, including onsite repairs,
  replacements of parts, and liaising with vendors for service on inventory/equipment
  • Traveled to on site locations in New York, White Plains and Pennsylvania maintaining extended
  communications with end users to ensure maximum user satisfaction
  • Successfully maintained up to 5 open requests simultaneously, resolving issues within 3 hours of
  arriving on site
  • Evaluated and improved system performance of 200+ machines to plan and execute software and
  hardware upgrades across the enterprise
  • Employed effective troubleshooting techniques and process initiatives, which reduced downtime by
  47% caused by computer and network issues