Vantive
Memphis Williams Jr.
IT Specialist
Chester,VA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Communications Technician II
IES Communications @ Meta Data Center
Sandston, VA
12.2019 - Current
- Currently working as Crew Lead with the Network team running, installing and testing Wireless Access Points. This task requires prior planning and working with the Engineering team to review blueprints to make sure the devices are mounted in their proper spots. Tools used: Cat 6 copper, Lift, Ladder, Safety Harness, Radios for communication.
- Follow all safety protocols to help maintain a safe work environment. I fill out a daily safety work plan and make sure the team properly follows all guidelines to safely complete every task.
- Install and connect switches. After all switches are up and running, another one of my duties is to troubleshoot. This process involves testing the connections from point A to B. Once the issue is identified, i then work to resolve the issue. This could range from a broken fiber cable to a bad optic.
- Working with IES an employee has to always be flexible and willing to assist any scope or team to make sure the company hits all deadlines. At times i assist the Build Out team. My tasks with this crew include: Assembling, aligning, drilling into the concrete and bolting racks. Duties also include, Installing unistrut, basket trays and ladder rack for copper and fiber.
- I also have experience with working on the OSP team. This crew is responsible for running large fiber cables underground thru vaults. As a member of this team i was able to enhance my skills in teamwork and handling expensive and delicate material.
Desktop Support Technician
TEKsystems / Client: Anthem Healthcare
Glen Allen, VA
04.2019 - 12.2019
- I was honored to work with the IBM team at Anthem Healthcare on the migration of 10,000 VDI machines from Windows 7 to 10. The team consisted of 5 employees including the Lead. Early in the project we were faced with many issues. Such as, scripts to fully automate the migration did not work as planned. I played a major part in helping to brainstorm and work thru these issues to successfully complete the migration of all 10,000 machines. This position allowed me to sharpen several skills. Teamwork, working and performing well under pressure, communicating with End users, Engineers, Network Administrators and Software Developers.
- Prior to migrating a user's virtual terminal, I had to review their current machine and make sure that the user had the proper license and permission to utilize the software that was to be installed on their new desktop. One of the issues i faced while doing this task was some of their software was not compatible with their new Windows 10 operating system. I then had to work with the software development to find either a newer version or another software that provided similar functions.
- I became very familiar with SCCM which is a software we used to push thru the migration of the user's software and data. After completing the migration process, I would remote into the new machine and confirm whether or not all of the user's data and software successfully made it over.
- Another of my daily tasks was to work the ticket queue. Once i was assigned this duty i was able to reduce the ticket number in the queue from over 150 down to less than 10 in the matter of a week. This task required me to use detailed documentation on identifying the issue and the course of action that was taken to get it resolved. I was able to sharpen my skill of de-escalation and ability to work with irate customers.
- Followed up with end users to verify optimal customer satisfaction following support engagement and problem resolution.
Technical Support Representative
A.S.A.P Business Systems
Ashland, VA
05.2018 - 04.2019
- A.S.A.P Business Systems is a small company that installs and manages POS systems and Security cameras for restaurants and businesses.
- I programmed, configured and installed systems for restaurants. This involved programming the client's menu and working with them to design the POS machine to their satisfaction. Once the system was programmed, my job then was to go onsite and run, drop and terminate Cat 5 cable at the customer's desired spots for their POS units along with order printers for their runners and kitchen. Trained all of the clients staff on how to properly use the machines. I would also set up a desktop computer so that we would be able to remote into the customer's network to do any menu changes or help resolve communication issues with the POS systems. This option also allowed me to be able to manage user rights and permissions.
- Monitored systems in operation and quickly troubleshot errors.
- When i did not have an install, my task was to take phone support calls. Some issues i was able to resolve over the phone by guiding the customer to the resolution or i would then perform a service call.
- Provided documentation on troubleshooting of technical processes to support desk staff.
Technical Support Representative
Teletech At Home / Client: Jaybird Headphones
Remote Position
11.2016 - 01.2017
- Assisted customer's in identifying issues and explained solutions to restore service and functionality.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Demonstrated professionalism and courtesy with customers while working to resolve complaints and problems. Also to answer any product function questions the customer had.
Mail Carrier
USPS
Richmond, VA
06.2015 - 03.2016
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
- Distributed mail on foot to residences and businesses.
- Communicated customer complaints, requests and feedback to company management for swift resolution.
- Used portable devices to maintain system records by scanning items delivered to homes and businesses.
Mapping Technician
Adecco Staffing / Client: Google Street View Team
Richmond, VA
03.2015 - 08.2015
- Trained at Google's headquarters in Mountain View, CA. Once training was complete i then drove a Google Streetview car back to Virginia to map Richmond and its surrounding cites.
- Managed and maintained the functionality of highly classified and expensive mapping equipment installed both on and inside the vehicle.
- Operated photogrammetric plotting instruments and digital photogrammetric workstations to view photographs stereoscopically and in 3D format.
- Provided daily diagnostic and progress reports to management located at headquarters.
- While working this position i was entrusted with valuable equipment and data.
Order Service Representative / Readiness Trainer
Citrix Systems Inc
Fort Lauderdale, FL
01.2004 - 09.2014
- I started with Citrix in 2004 as a Data Processor. My duty in the position were to enter customer purchase order data into the SAP database for fulfillment. Applications used: SAP and Vantive.
- After two years of working with the Order Services department, I was then promoted to a Readiness Trainer. Duties included: Managing, training and monitoring the productivity of all new hires. Writing documentation for all of the departments processes, managing new hire credentials and access through user groups.
- I was apart of one of Citrix's disaster recovery teams. Whenever their was a hurricane threat and a strong possibility for impact, we would deploy to a warm site located in Massachusetts. At this site my team would be able to continue production.
Education
Associate of Science - Computer And Information Sciences (Cyber Security)
ECPI University (Moorefield Campus)
Richmond, VA 08.2016 - 02.2018
Associate of Arts - Radio And Television Broadcasting
City College - Fort Lauderdale
Fort Lauderdale, FL 06.2003 - 06.2005
Skills
Equipment installation and maintenance
Routine inspections
Troubleshooting systems
Device Installation
Configuring equipment
Educating customers
Project Management
Safety practices
Documenting activities
Teambuilding
Data Entry
Typing
Customer Communication
Software
SAP
Microsoft Word
SCCM
TeamViewer
Wireshark
Certification
CompTIA Security+ CE
Timeline
Communications Technician II
IES Communications @ Meta Data Center
12.2019 - Current
CompTIA Security+ CE
10-2019
Desktop Support Technician
TEKsystems / Client: Anthem Healthcare
04.2019 - 12.2019
Technical Support Representative
A.S.A.P Business Systems
05.2018 - 04.2019
Technical Support Representative
Teletech At Home / Client: Jaybird Headphones
11.2016 - 01.2017
Associate of Science - Computer And Information Sciences (Cyber Security)
ECPI University (Moorefield Campus)
08.2016 - 02.2018
Mail Carrier
USPS
06.2015 - 03.2016
Mapping Technician
Adecco Staffing / Client: Google Street View Team
03.2015 - 08.2015
Order Service Representative / Readiness Trainer
Citrix Systems Inc
01.2004 - 09.2014
Associate of Arts - Radio And Television Broadcasting
City College - Fort Lauderdale
06.2003 - 06.2005