Kieron Williams
Chicago,IL
Summary
Skilled Technical Support Specialist adept at resolving computer system, mobile device, and peripheral equipment issues. Possesses extensive knowledge of security standards and usability optimization, ensuring seamless user experiences. Demonstrates exceptional ability to independently troubleshoot and resolve concerns, leading to efficient operations and minimal downtime.
Overview
28
28
years of professional experience
3
3
Certification
Work History
Technical Support Associate II
AMAZON.COM
10.2022 - Current
- Performed Windows/Mac/OS deployment to end users
- Imaged all devices with required proprietary software
- Delivered user hardware/software/peripheral support
- Conducted LAN troubleshooting, support, & resolution
- Executed hardware procurement & asset management
- Created & maintained all case/ticket documentation
- Resolved by troubleshooting all AV/Meeting Room equipment issues
- Repaired Zebra production printer cases per ticket submission
- Ordered parts and/or equipment via Supply Chain system
- Attentive to Return Merchandise Authorization (RMA) parts incoming/outgoing shipments
- Participated in emergency response procedures
- Diagnosed & resolved complex problems & inquiries encountered by clients
- Installed & configured computer hardware, software, systems, networks, printers & scanners
- Backed up/restored data files, diagnose & resolve computer issues
- Troubleshoot hard drive & removable media, file-based & disk encryption devices
- Utilized internet for solutions to problems not documented in the KB
- Repaired Laptops/Computer/Configure Scanners
- Performed Quarterly IDF Preventative Maintenance Cleaning per MCM template specifications
- Installed & Configure CISCO 9300 Switches per MCM specifications for SBS replacement project
- Confirmed switch placement on correct VLAN via NARF software platform
- Ensured network integrity via HYLAS & escalated to proper Engineer and/or Team as needed.
IT Equipment Coordinator
AMAZON.COM
03.2022 - 10.2022
- Supported end user devices/assets performing routine maintenance & issue resolution
- Conferred with colleagues and/or research online to implement the appropriate procedures
- Documented steps/procedures taken when troubleshooting & problem solving end user devices
- Provided site procedure improvement feedback as needed
- Assisted technicians with device set-up, configuration, & testing
- Followed all Fulfillment Center workflows as required
- Updated and confirmed IT equipment inventory
- Coordinated all IT equipment ordering and delivery to the specified users and/or departments
- Prepared RMA asset shipments for all IT equipment repair
- Allocated and maintained IT equipment throughout the Fulfillment Center
- Completed general housekeeping of all IT areas as needed.
Warehouse Associate
AMAZON.COM
07.2021 - 03.2022
- Receive and process incoming stock & materials
- Pick & fill orders from stock
- Pack orders for shipping
- Manage, retrieve, and organize stock as needed/requested.
Technical Support Specialist (Temporary)
SHOWINGTIME (LaSalle Network)
05.2020 - 12.2020
- Provided first-level technical support to end-users on proprietary software/applications
- Troubleshoot over the phone/via web messenger to identify and resolve issues
- Established patterns to reoccurring issues and provides input to development teams
- Accessed documented procedures tools and manuals to provide support.
Order Fulfillment Associate
AMAZON FULFILLMENT CENTER
11.2019 - 04.2020
- Pulled items from robotic pod shelves based on color, product description, & quantity requirements
- Ensured accuracy of all orders filled
- Inspected workstation & perform housekeeping to ensure safe work environment.
Technical Support Specialist (Contract)
CROSSCOM (Tek Systems)
04.2019 - 07.2019
- Ensured that all service orders are scheduled, completed & closed in a timely manner
- Performed diagnostic testing, troubleshooting, and device port configuration
- Determined appropriate response time & resolution in servicing customer calls
- Managed the work order process to ensure customer service level agreements are met
- Ordered necessary customer equipment.
Pharmacy Technician
CVS HEALTH SPECIALTY PHARMACY
02.2018 - 09.2018
- Received written prescription or refill requests and verify that the information is accurate
- Answered telephones, responded to questions and/or special requests
- Maintained proper storage and security conditions for drugs
- Assisted customers by answering questions, locating items & referred to pharmacist
- Priced and filled prescriptions
- Confirmed insurance coverage for prescribed medications.
Reservation Sales Agent
ENTERPRISE HOLDINGS
08.2016 - 01.2018
- Guided conversations & utilized sales techniques to convert calls into reservations
- Provided excellent customer service to customers
- Maintained courteous/pleasant demeanor when speaking with all customers
- Exceeded sales targets, met all monthly personal & department sales goals
- Provided information reflecting a customer-oriented image for the company
- Improved performance through self-assessment-skill development training
- Executed sales techniques to maximize revenue
- Maintained target levels of productivity & performance
- Researched complex information through multiple infrastructure databases.
Technical Support Advisor (Contract)
KELLY SERVICES (APPLE Project)
04.2014 - 05.2015
- Retrieved calls (100+ calls per shift)
- Utilized Zendesk, Screen Sharing (VPN) Software
- Ensured call resolution in a timely manner by meeting call handle time requirements
- Monitored the daily performance of computer systems
- Performed required online diagnostic tests on all devices in question
- Resolved customer iOS/Desktop/Laptop hardware and/or software related issues
- Enter commands & observe system functioning to verify correct operation/detect errors
- Consulted design and installation specifications to make necessary repairs.
Locomotive Engineer
UNION PACIFIC RAILROAD
10.2004 - 01.2009
- Observed tracks to detect obstructions and make adjustments in speed as needed
- Interpret train orders, signals, or railroad rules and regulations for proper train movement
- Manipulated controls such as throttles and/or air brakes to drive diesel locomotives
- Conferred with traffic control center personnel to confirm any stops, delays and/or traffic
- Operated locomotives to transport freight and/or passengers between stations.
Freight Foreman
UNION PACIFIC RAILROAD
05.2003 - 10.2004
- Supervised crew/coordinated transport activities between terminals & yard limit locations
- Examined schedules, switching orders & shipping records for retrieval information
- Computed/appropriated train tonnage distribution to ensure freight commodity safety
- Initiated removal of defective cars from train for needed repairs
- Configured alternative routes with engineer and dispatcher when deemed unsafe on route
- Validated air brake functions and rule compliance with required tests and inspection.
Pharmacy Technician
CUBS PHARMACY
03.1996 - 05.2003
- Received written prescription or refill requests and verify information is complete
- Pre Package bulk medicines, filled bottles with prescribed medications, affixed labels
- Answered telephones, responded to questions and/or special requests
- Maintained proper storage and security conditions for drugs
- Assisted customers by answering questions, locating items, referring a pharmacist
- Priced and filled prescriptions
- Established & maintained patient profiles, including lists of medications
- Ordered, labeled, counted stock of medications, chemicals, or supplies
- Received and stored incoming supplies and verified quantities against invoices.
Education
Cloud Computing Degree Track -
WESTERN GOVERNORS UNIVERSITY
08.2024
IT-READY PROGRAM -
SURGE2IT (AMAZON)
Chicago, IL11.2022
Chemistry -
HAROLD WASHINGTON COLLEGE
05.1993
Liberal Arts -
CLARK-ATLANTA UNIVERSITY
06.1991
Skills
- Microsoft Office 2010/2013 and Office 365
- Security Protocols
- Troubleshooting
- Microsoft Windows and Office
- Printer Support
- ITIL Protocol Knowledge/ServiceNow Ticketing Platform Proficiency
- Ticket management
- ITIL Framework
- VPN Configuration
- Network configuration
- Wireless Networking
- System Administration
Certification
- AWS Cloud Practitioner Awarded
- Comptia Cloud+ Awarded
- Comptia A+ Awarded
- Comptia Network+ Pending
- AWS SysOps Administrator Pending
Timeline
Technical Support Associate II
AMAZON.COM
10.2022 - Current
IT Equipment Coordinator
AMAZON.COM
03.2022 - 10.2022
Warehouse Associate
AMAZON.COM
07.2021 - 03.2022
Technical Support Specialist (Temporary)
SHOWINGTIME (LaSalle Network)
05.2020 - 12.2020
Order Fulfillment Associate
AMAZON FULFILLMENT CENTER
11.2019 - 04.2020
Technical Support Specialist (Contract)
CROSSCOM (Tek Systems)
04.2019 - 07.2019
Pharmacy Technician
CVS HEALTH SPECIALTY PHARMACY
02.2018 - 09.2018
Reservation Sales Agent
ENTERPRISE HOLDINGS
08.2016 - 01.2018
Technical Support Advisor (Contract)
KELLY SERVICES (APPLE Project)
04.2014 - 05.2015
Locomotive Engineer
UNION PACIFIC RAILROAD
10.2004 - 01.2009
Freight Foreman
UNION PACIFIC RAILROAD
05.2003 - 10.2004
Pharmacy Technician
CUBS PHARMACY
03.1996 - 05.2003
Cloud Computing Degree Track -
WESTERN GOVERNORS UNIVERSITY
IT-READY PROGRAM -
SURGE2IT (AMAZON)
Chemistry -
HAROLD WASHINGTON COLLEGE
Liberal Arts -
CLARK-ATLANTA UNIVERSITY
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