Kyle Williams
Greenville,South Carolina
Summary
Detail-oriented IT Support Tech 2 with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level IT Support position. Ready to help team achieve company goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
SOS Onsite Support Tech 2
Compucom/GE Gas Powered
11.2022 - Current
- Supporting all users in the plant as well as on the corporate side
- Setting new pc’s and laptops for users, and repairing broken ones
- Helped setting up the network and configuring switches
- Ran the mobile setup department configuring and setting up phones
- Dell Certified
- Apple Certified helped with users with iMac’s and MacBook’s setup and troubleshoot with any issues.
- Enhanced customer satisfaction by promptly addressing technical issues and providing efficient solutions.
- Streamlined troubleshooting processes for increased efficiency and reduced downtime.
- Collaborated with team members to provide comprehensive support services, resulting in improved client experiences.
- Diagnosed complex hardware and software issues, ensuring swift resolution of problems and minimal disruption for clients.
- Assisted in the deployment of new systems, facilitating seamless integration into existing workflows and reducing operational delays.
Food Delivery Driver
DoorDash
04.2020 - 02.2023
- Delivery Driver for restaurants in the local area
- Delivery Driver for Grocery Stores in the area
- Independent contractor.
Reworker
Inalfa/BMW
07.2019 - 06.2021
- Reworker on sunroofs installed in the car at point of install and once installed at BMW plant
- Worked with Network cables Cat 5, Cat 6 and performed installation and repairing
- Created Reports of issues and worked with BMW send out and create automated reports for daily issues and reoccurrences
- Fixed servers and troubleshooted systems and performed rack and stack
- IT support of Inalfa Plant worked on network pcs and switches thru out the plant to improve connectivity and communication
- Worked with corporate clients to install windows 10 servers in the plant and set up active directory to employee profiles.
- Enhanced production efficiency by streamlining rework procedures and implementing best practices.
- Improved product quality by identifying and correcting defects through thorough inspection processes.
- Conducted root cause analysis for recurring defects, leading to the implementation of effective corrective actions.
- Assisted in updating work instructions to ensure clarity and accuracy for all reworkers.
Associate Support Center Analyst
Greenville Health System
02.2019 - 07.2019
- Handling all IT needs for Prisma Health System Statewide
- Handled all IT and Network related calls and issues
- Created and worked tickets to resolution, focusing on first call resolution
- Escalated as needed
- Used Active Directory to maintain employees and redo passwords and set up and terminate accounts and accesses
- Help guide and train on Apple products thru the hospital system
- Worked In all forms of Epic to help resolve issues.
- Supported company expansion efforts through careful market research and competitive landscape assessments.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
IT Support and Picker and packer
Dollar General Distribution
09.2018 - 02.2019
- Picker and packer for multiple store orders
- Scan with RF scanner in SAP inventory system to count and control pickings
- Picked and fulfilled orders and placed on belt line
- Installed and maintained PC and printers and RF scanners in the warehouse
- Worked and updated SAP inventory and maintained Active Directory for employee changes.
- Maintained a clean and organized warehouse, ensuring easy access to products for efficient picking.
- Expedited the picking process for faster order fulfillment using handheld scanners and inventory management software.
- Enhanced order accuracy by diligently following pick sheets and double-checking items before packing.
Quality Control and IT Support Specialist
Gestamp
07.2018 - 09.2018
- Did Quality control for doors coming off assembly for BMW production
- Maintained SAP system for production and counts
- Installed and maintained printers and computers thru out the plant
- Did network switch installs for robots as needed.
Level 1 Tech
Lucas Systems
02.2018 - 07.2018
- Handling all IT and Network Related issues for Bo jangles and Hardees Franchises country wide
- Handled all Point-of-Sale support and all Video Support related issues as well as All Credit card issues using Winpos software
- Worked in a team environment closely with Level 2 and 3 and working and creating tickets and escalating if necessary
- Worked in SQL server and SAP and Active Directory and Windows Server to maintain reports and pull data for reports
- Used Active Directory to maintain employees and redo passwords and set up and terminate accounts and accesses.
- Improved system efficiency by performing routine maintenance and repairs on computer hardware and software.
- Collaborated with team members to resolve complex technical issues, ensuring smooth work operations.
- Ensured data integrity through regular backups and restoration procedures, safeguarding valuable company information.
- Documented processes and procedures for efficient knowledge sharing among team members.
- Responded promptly to service requests from users, prioritizing tasks based on severity and impact.
IT Manager/Programmer
Vessel Medical
07.2017 - 02.2018
- Working in maintaining and supporting all IT needs throughout the company both physically and on the phone
- Heavily worked in Windows server all versions to maintain and troubleshoot issues
- Also worked to create new roles and applications for the company
- Handled all network related outages and network maintenance including VPN issues
- Setup and configured pc’s, routers, switches, and servers for Goldmine and Avalon and many more applications and websites
- Aided in the setup and Active Directory and implementation of group policy
- Configured and maintained all medical and lab equipment in the lab
- Built, Configured, and maintained Company VOIP/IP System
- Heavily worked in SQL and group policy to write scripts and maintain deployments and built programs for the company and reports for the company.
- Improved network efficiency by implementing new server configurations and optimizing system operations.
- Developed custom IT solutions to address specific business needs, driving operational improvements and cost savings.
- Managed vendor relationships for hardware, software, and services procurement, ensuring quality products at competitive prices.
- Facilitated seamless transitions during system upgrades or migrations by coordinating between stakeholders and mitigating potential disruptions to business operations.
Network Administrator
BMW Manufacturing
04.2017 - 07.2017
- Quality inspector for parts coming through the plant
- Did line work inspecting cars and other parts on the cars
- Checked all the IT related parts in areas of the plant that I worked in
- Helped aid the replacement and configuring of the Switches and Routers throughout the plant.
- Improved network efficiency by implementing and managing system updates and patches.
- Enhanced network security through installation, monitoring, and maintenance of firewalls and antivirus software.
- Established comprehensive network documentation to facilitate rapid issue resolution when troubleshooting problems.
- Deployed virtualization technologies to consolidate resources effectively and reduce overhead expenses associated with physical hardware management.
Network IT Generalist 1
Polo Ralph Lauren
10.2016 - 03.2017
- Handled all IT and Network related calls and issues
- Created and worked tickets to resolution, focusing on first call resolution
- Escalated as needed
- Worked on Store POS Systems Xstore and Xenviroment and to maintain function and usability on Registers and other products in the stores including credit card machines, RF Guns, Scanners, and iPad
- Built the Apple Department from the ground up in the company where we worked on all Apple products from IPads to Macs and handled all issues related to them
- Worked in SQL server and SAP and Active Directory and Windows Server to maintain reports and pull data for reports
- Used Active Directory to maintain employees and redo passwords and set up and terminate accounts and accesses.
- Enhanced team productivity by streamlining workflows and implementing time-saving processes.
- Collaborated with cross-functional teams to drive project completion on time and under budget.
- Delivered high-quality work consistently, exceeding performance objectives regularly.
- Trained new team members effectively, increasing overall team efficiency.
- Provided exceptional service to clients, resulting in increased retention rates and positive feedback.
MAC/IOS Tier 1 Tech Specialist
Apple
02.2015 - 10.2016
- Certified to work on all Apple Products
- Troubleshooted Apple Products from physically hands-on to remoting in and setting up new equipment, and/or repairing equipment
- Talked to personal, business, and international customers handling all Apple Needs
- Worked with Customer thru social media doing damage control and rectifying issues.
- Developed strong client relationships through consistent communication and attentive service.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Earned recognition as a top performer consistently exceeding targets throughout my tenure as a specialist in the field.
Network Analyst 1
TDarx
03.2015 - 06.2015
- Responsible for monitoring alarms for SSCOM and RMM beginning troubleshooting steps by accessing GUI’s to find where the alarm is present and creating ticket in Service Now and running with it
- Escalated Tickets to the appropriate group and manager to be worked and repaired
- Aided in Server repairs and other equipment repairs on the networks thru remote tools and physically
- Worked with Cisco Avaya Phone systems troubleshooting and repairing remotely and hands on.
- Improved network performance by analyzing and optimizing configurations.
- Resolved connectivity issues for end-users through troubleshooting and implementing solutions.
- Collaborated with IT team members to design and implement efficient network infrastructure.
- Reduced downtime by proactively monitoring system health and addressing potential issues.
- Developed thorough documentation of network systems, aiding in future maintenance efforts.
- Provided support during high-traffic periods, maintaining optimal performance levels under pressure.
Network Analyst 1
Windstream Communications
10.2013 - 12.2014
- Experience worked using Remedy tickets, executive notifications and ONS updates to create RFO/RCA for Transport NOC and Carrier Command Center
- Used Netcool to monitor TNOC and FTTT alarms for the Windstream Network
- Accessed GUI’s to determine if the alarm were still present also did troubleshooting steps to try and resolve the issue and created tickets and dispatch orders
- Built and maintained a ticket tracking system via excel to monitor any action items needed for RFO/RCA
- Cleaned out ONS (Outage Notification System) daily for TNOC
- Worked on LAN, WLAN and WAN technologies (Ethernet, Frame Relay, routing and switching, VLANs, Fiber channel, Sonnet, Voice and Data convergence also with circuits from T1-OC192’s
- Worked on windows from windows XP to windows 8 and all software and hardware for both pc and mac products
- Cisco Basic Certification acquired in June of 2014
- Worked with Cisco Avaya Phone systems troubleshooting and repairing remotely and hands on.
- Improved network performance by analyzing and optimizing configurations.
- Resolved connectivity issues for end-users through troubleshooting and implementing solutions.
- Collaborated with IT team members to design and implement efficient network infrastructure.
- Reduced downtime by proactively monitoring system health and addressing potential issues.
- Developed thorough documentation of network systems, aiding in future maintenance efforts.
- Provided support during high-traffic periods, maintaining optimal performance levels under pressure.
- Trained new employees on network operations procedures, ensuring seamless integration into the team.
Education
Training/Education -
BMW Manufacturing Plant
Greer, SC06.2015
1 year towards Associates Degree in Business Administration -
Greenville Technical College
Greenville, SC01.2011
High School Diploma -
Greer High School
Greer, SC01.2010
Skills
- Hardware Repair
- Hardware Installation
- Wireless Networking
- Virus Removal
- Server Maintenance
- Software Configuration
- Mobile Device Management
- Software Updates
- System Diagnostics
- Operating System Support
- Printer Support
- Remote Desktop Assistance
- Network Connectivity
- Time Management
- IT Security Protocols
- VoIP Support
- Active Directory Management
- VPN Configuration
- Data Backup and Recovery
- Continuous Learning
- Technical Troubleshooting
- Team Collaboration
- Ticketing System Management
- Network Diagnostics
- Data Recovery
- Service Support
- Customer Service
- Application Support
- User Credential Management
- User Support
- Desktop Support
- Software Installation
- Systems Analysis
- Hardware Upgrades
- Mac Systems
- Microsoft Outlook
- TCP/IP
- LAN/WAN
- Call Center Operations
- Network Configuration
- System Administration
Certification
Working toward CCNA, A+, and Network + by the end of the year
Apple Certified
Dell Certified
Timeline
SOS Onsite Support Tech 2
Compucom/GE Gas Powered
11.2022 - Current
Food Delivery Driver
DoorDash
04.2020 - 02.2023
Reworker
Inalfa/BMW
07.2019 - 06.2021
Associate Support Center Analyst
Greenville Health System
02.2019 - 07.2019
IT Support and Picker and packer
Dollar General Distribution
09.2018 - 02.2019
Quality Control and IT Support Specialist
Gestamp
07.2018 - 09.2018
Level 1 Tech
Lucas Systems
02.2018 - 07.2018
IT Manager/Programmer
Vessel Medical
07.2017 - 02.2018
Network Administrator
BMW Manufacturing
04.2017 - 07.2017
Network IT Generalist 1
Polo Ralph Lauren
10.2016 - 03.2017
Network Analyst 1
TDarx
03.2015 - 06.2015
MAC/IOS Tier 1 Tech Specialist
Apple
02.2015 - 10.2016
Network Analyst 1
Windstream Communications
10.2013 - 12.2014
Training/Education -
BMW Manufacturing Plant
1 year towards Associates Degree in Business Administration -
Greenville Technical College
High School Diploma -
Greer High School
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