Summary
Overview
Work History
Education
Skills
Work Availability
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Keenan Williams

Keenan Williams

Orlando,FL

Summary

Resourceful System Administrator consistently responds to wide range of technical challenges with focused and creative approach. Highly effective at problem solving and decision making. 10 Years of progressive IT experience.

Overview

9
9
years of professional experience

Work History

Systems Administrator

Transcore
11.2022 - Current
  • Function as part of a team to deploy monthly Windows updates to over 2000 Windows client and server devices in a real-time service environment including installation, reboot, and verification of functionality
  • Basic skills in Backup/Recovery systems
  • Troubleshooting and maintenance of IT hardware and software
  • Hardware diagnostics, troubleshooting, and maintenance.
  • Performed software installations and upgrades to UNIX or Windows operating systems.
  • Proactively identified areas for improvement in the IT infrastructure, recommending appropriate technology solutions to boost productivity and performance levels.
  • Maintained strong working relationships with cross-functional teams, collaborating on joint initiatives that supported organizational goals.
  • Diagnosed and resolved hardware and software issues.
  • Orchestrated integration and communication of software upgrades.

IT Support Specialist

Advent Health
07.2018 - Current
  • Trained and offered support to staff in new system initiatives as well as provided training and support to Service Desk Analyst new hires
  • Install desktop hardware and software, including desktops, laptops, printers, scanners, PDAs, operating systems, and standard applications
  • This includes installations and relocation of devices, as required
  • Troubleshoot and perform preventative maintenance on any authorized AdventHealth Systems devices as requested by user
  • Direct, guide, and/or mentor Associate and Intermediate-level IT Support Technicians, to improve teamwork, knowledge, and customer service
  • Provide assistance and share subject-matter expertise with the team.
  • Coordinated vendor relations for software licensing agreements and hardware purchases, securing cost-effective solutions for the organization.
  • Updated software to safeguard against security flaws.
  • Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
  • Enhanced IT system stability by implementing proactive maintenance routines and monitoring tools.

Service Desk Analyst

Advent Health
04.2017 - Current
  • Adhered to IT Service Management policy and procedures for all in-scope process work areas
  • Administers all duties in accordance with established policies, procedures, and standards
  • Collaborates with peers, Service Desk Leadership, Administrators, Department Managers, analytics, and engineers regarding reported issues
  • Identified and executed opportunities to improve team-member satisfaction
  • Processes incoming customer interactions within Service Desk department goals
  • Promptly records specific issues, processes, or reports of customer dissatisfaction
  • Proposes creation or revisions to Service Desk knowledge documentation and processes
  • Verification of eligibility of patient insurance claims
  • Facilitate follow-up of Medicare denials as well as verification of reasons and process of appeals status claims.
  • Configured and tested new software and hardware.
  • Developed and implemented preventive maintenance procedures.
  • Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.

Call Center Representative

Convergys
11.2014 - Current
  • Assist customers by troubleshooting various concerning charter cable
  • Establishing new accounts for customers wanting to sign up for charter services.
  • Offered comprehensive product knowledge to customers, empowering them to make informed decisions about their purchases or subscriptions.
  • Compiled status and performance reports for team leaders to address company strengths and weaknesses.
  • Performed various clerical duties by filing and faxing documents and creating customer databases.
  • Collaborated with team members to share best practices and improve overall team performance in meeting targets.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.

Education

Associate of Arts and Science -

VALENCIA COLLEGE
Orlando, FL
05.2018

High School Diploma -

Apopka High School
Apopka, FL
05.2011

Skills

  • Service Management
  • Troubleshooting (Problem Solving)
  • Professional Development Appraisal System (PDAS)
  • Microsoft Office
  • Office Suite
  • Installation
  • Supplementary Security Income (SSI)
  • Timely processing of insurance billing - including outgoing calls to patients and insurance companies to obtain and verify billing information
  • Data Security
  • Incident Management
  • Application Configuration

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

The way to get started is to quit talking and begin doing.
Walt Disney

Timeline

Systems Administrator

Transcore
11.2022 - Current

IT Support Specialist

Advent Health
07.2018 - Current

Service Desk Analyst

Advent Health
04.2017 - Current

Call Center Representative

Convergys
11.2014 - Current

Associate of Arts and Science -

VALENCIA COLLEGE

High School Diploma -

Apopka High School

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Keenan Williams