Mykel Williams
Pearl,MS
Summary
Dependable IT support technician with 4 years of technical support experience. Successfully assists end-users with complex technical issues. Communicates complicated concepts clearly and professionally handles wide-ranging questions and situations.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Tier 1 Technical Support Agent
LogicomUSA
Madison, MS
01.2024 - Current
- Provided technical support to customers via telephone and email.
- Assisted customers with troubleshooting software and hardware issues.
- Answered customer inquiries regarding product features, functions, installation, configuration and compatibility.
- Configured networking equipment such as routers, switches and firewalls.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
Help Desk Technician
Town Hall of St.Joseph
Saint Joseph, LA, LA
02.2022 - 12.2023
- Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Repaired damaged cables or replaced defective components as necessary.
- Served as first point of contact for incoming technical service calls and emails.
- Performed troubleshooting to diagnose and resolve technical issues.
- Ensured compliance with established standards, policies, and procedures.
Assistant IT Administrator
Alcorn State University National Alumni Association
Lorman, MS
02.2020 - 05.2023
- Maintained network security by setting up firewalls, user authentication systems, and anti-virus software.
- Directed daily assignments and process workflows.
- Responded promptly to service tickets submitted by users experiencing technical difficulties.
Education
CCNA+ Certification - Network Engineering
NexGenT
Remote12-2024
Bachelor of Science - Computer Networking And Technology Information
Alcorn State University
Lorman, MS12-2019
High School Diploma -
Tensas High School
Saint Joseph, LA05-2015
Skills
- Hardware Repair
- TCP/IP/DHCP/UDP
- Support Ticketing Systems
- System Provisioning
- Desktop/Laptop Repair
- Active Directory Management
- Typing(90 WPM)
- O365 Application Experience(Word,Suite,Excel,Teams,OneNote)
- Computer Networking
- System Troubleshooting
- Helpdesk Call Support
- Hardware And Software Updates
- Linux
Certification
- Linux Pro Certification
- Cisco Packet Tracer Support
- Full Stack Network Associate
Timeline
Tier 1 Technical Support Agent
LogicomUSA
01.2024 - Current
Help Desk Technician
Town Hall of St.Joseph
02.2022 - 12.2023
Assistant IT Administrator
Alcorn State University National Alumni Association
02.2020 - 05.2023
CCNA+ Certification - Network Engineering
NexGenT
Bachelor of Science - Computer Networking And Technology Information
Alcorn State University
High School Diploma -
Tensas High School