Leshawn Williams
Conyers,GA
Summary
Detail-oriented IT specialist with experience in technical support, system troubleshooting, and policy analysis. Adept at improving operational efficiency, mentoring teams, and providing exceptional customer service. Proven expertise in addressing emergency system issues and ensuring seamless network functionality.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Tier 2 Technical Support Specialist
Office of the Comptroller of the Currency
12.2023 - Current
- Resolved complex technical issues, enhancing customer satisfaction
- Assessed ticket escalations and developed solutions with Tier 3 teams
- Created documentation for common issues to streamline future resolutions
- Installed, configured, and maintained computer systems and networks
Help Desk Analyst Tier 1
Frontline Managed Services
08.2022 - 12.2023
- Responded to hardware/software/network-related inquiries
- Maintained resolution rates above 85% monthly
- Acted as escalation point for IT incidents and security concerns
- Documented IT knowledge base articles for onboarding analysts
Valet Supervisor
LAZ Parking
06.2020 - 07.2021
- Ensured client engagement and safety compliance
- Managed financial loss prevention and operational checks
- Assisted clients with luggage and vehicular concerns
Help Desk Support Specialist
Kimpton Hotels & Restaurants
10.2017 - 02.2019
- Troubleshot user problems using test scripts and expertise
- Configured software and devices to maintain system security
- Responded to inquiries via phone, email, and walk-up requests
Education
High School Diploma -
Miller Grove High School
Associate in Computer Science -
Georgia Piedmont Technical College
Clarkston, GASkills
- ServiceNow and IQTrack (Ticketing System)
- Genesys (Automatic Call Software)
- Security protocols
- Cisco AnyConnect VPN
- Active Directory / Active Roles
- VMware
- Avaya Phone System
- Local Administrator Password (LAPS)
- Technical Troubleshooting and Escalation
- Mentoring and Onboarding
Certification
- Federal Security Clearance
- CompTIA A+ Certification
- IC3 Certification
- Word 2019 Associate
- Outlook 2019 Associate
- Excel 2019 Associate
Timeline
Tier 2 Technical Support Specialist
Office of the Comptroller of the Currency
12.2023 - Current
Help Desk Analyst Tier 1
Frontline Managed Services
08.2022 - 12.2023
Valet Supervisor
LAZ Parking
06.2020 - 07.2021
Help Desk Support Specialist
Kimpton Hotels & Restaurants
10.2017 - 02.2019
High School Diploma -
Miller Grove High School
Associate in Computer Science -
Georgia Piedmont Technical College
Similar Profiles
Justin SwardJustin Sward
National Bank Examiner at The Office of the Comptroller of the CurrencyNational Bank Examiner at The Office of the Comptroller of the Currency
Michelle Zapata MarinelarenaMichelle Zapata Marinelarena
Assistant National Bank Examiner at Office of the Comptroller of the CurrencyAssistant National Bank Examiner at Office of the Comptroller of the Currency
Dantrell ReynoldsDantrell Reynolds
Summer Government Intern at The Office of the Comptroller of the CurrencySummer Government Intern at The Office of the Comptroller of the Currency