Summary
Overview
Work History
Education
Skills
Websites
Certification
Personal Information
Timeline
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Oliver Williams

Fitchburg,MA

Summary

Dynamic technical support professional with over 20 years of experience in leading technical projects and improving customer success metrics through effective team leadership and customer onboarding management. Expertise in system administration, project management, and proactive support consistently optimizes service delivery and increases customer retention rates. Committed to staying current with the latest industry trends and technologies, ensuring teams possess the knowledge necessary for exceptional technical support. Recognized for strong troubleshooting skills, system analysis capabilities, and a collaborative approach that drives operational efficiency and successful issue resolution.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Technical Support Manager

Continental Resources
04.2005 - 06.2025
  • Led and managed a team of technical support representatives, including hiring, training, coaching, and performance management.
  • Developed and implemented effective strategies, policies, and procedures to ensure efficient and high-quality technical support services.
  • Monitor and analyze support metrics to identify areas for improvement and make data-driven decisions to enhance team performance and customer satisfaction.
  • Collaborate with cross-functional teams, such as product development and customer success, to ensure effective communication and timely resolution of customer issues.
  • Serve as an escalation point for complex customer issues and provide guidance and support to the team in resolving them.
  • Develop and deliver training programs to enhance the technical skills and knowledge of the support team.
  • Foster a positive and collaborative work environment that promotes teamwork, accountability, and continuous learning.
  • Conduct regular performance evaluations and provide feedback and coaching to team members to support their professional growth and development.
  • Prepare and present reports on team performance, key metrics, and customer feedback to senior management.
  • Collaborated with cross-functional teams to identify and resolve systemic product issues.
  • Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
  • Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members.
  • Tracked KPIs and created continuous improvement plans.

Technical Account Manager/NOC Supervisor

Continental Resources
04.2005 - 06.2025
  • Serve as the Project Manager for customer projects related to their managed services contracts. This includes customer onboarding, as well as projects like technical audit remediation.
  • Compile, then review, monthly reports with our customers to provide visibility into their environments, show the value of our services, and identify opportunities for service improvement and expansion.
  • Ensure customers successfully maximize the value they receive from our solutions and service offerings.
  • Measure, report on, and improve metrics related to customer success (e.g. SLAs, customer retention, change management statistics).
  • Develop continual service improvement framework that includes meeting with customers, identify opportunities for improvement and work with the team to implement improvements.
  • Provide Sales with customers’ feedback to help identify potential upsell opportunities.
  • Work with OEM and 3rd party support providers to resolve service-related issues.
  • Provide excellent customer service, staying calm and communicating clearly and professionally in stressful situations.
  • Act as an escalation point during both business and non-business hours, as required.

NOC Engineer III – Lead

Continental Resources
04.2005 - 06.2025
  • System Administration of UNIX/Linux and Windows platforms.
  • Supported and administered systems, applications and devices for many different platforms.
  • Maintain Active Directory structure create user accounts and security groups.
  • 3rd level escalations - served as 3rd level escalation support for the NOC.
  • Grant/revoke access to network resources as needed.
  • Build and maintain servers as needed for new projects and services.
  • Backup Administration - Lead Backup Administrator for Clients and internal backup systems.
  • VMware administration – Installed and configured host and clients.
  • Monitor all physical systems in the data center (servers, AC units, UPS, etc...) and respond to alarms/alerts.
  • Install/Remove/Maintain servers, switches, routers, storage and other hardware in data center.
  • Troubleshoot, evaluate and recommend system upgrades.
  • Administration and onboarding of all Customers for NOC and SOC.

NOC Engineer

Dynatrace
02.2015 - 09.2017
  • Accurate and proactive support of SaaS applications.
  • Triage, diagnose, and resolve or escalate internal system alerts to maintain Service Level Agreements.
  • Support application releases, ensuring the availability and functionality is deployed as intended.
  • Create and maintain quality knowledge and help documentation.

PC Technician

United Natural Foods
08.2005 - 09.2006
  • Hired as a full-time PC Technician following initial consulting role for Fortune 500 Company.
  • Provided technical assistance for computer system users at sites across the country.
  • Answered and resolved issues for clients in person, via phone or leveraging remote communications software.
  • Imaged systems using Symantec Ghost Software.
  • Monitored Network and Systems using HP Open view and proprietary applications.

Education

Certificate - Technical Support

Computer Education Institute (Lincoln Tech)
Somerville, MA
2002

Bachelor of Arts - Business Administration

Roger Williams University
Bristol, RI
06.1991

Skills

  • Customer communications
  • Escalation management
  • Training and mentoring
  • Ticketing system expertise
  • Operations management
  • Customer support management
  • Service desk management
  • Customer de-escalation
  • Teamwork and collaboration

Certification

  • Comptia A+ Certification
  • STS Symantec NetBackup 6.5 Certification
  • STS Symantec Backup Exec 11d Certification
  • CCNA Training
  • Red Hat Linux Training
  • ITIL v4 Foundation Training

Personal Information

Title: Technical support manager

Timeline

NOC Engineer

Dynatrace
02.2015 - 09.2017

PC Technician

United Natural Foods
08.2005 - 09.2006

Technical Support Manager

Continental Resources
04.2005 - 06.2025

Technical Account Manager/NOC Supervisor

Continental Resources
04.2005 - 06.2025

NOC Engineer III – Lead

Continental Resources
04.2005 - 06.2025

Certificate - Technical Support

Computer Education Institute (Lincoln Tech)

Bachelor of Arts - Business Administration

Roger Williams University

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