Oliver Williams
Fitchburg,MA
Summary
.Results-driven technical professional with comprehensive experience in technical support and team leadership. Proven ability to manage complex technical issues, ensuring seamless operations and high customer satisfaction. Known for effective collaboration and adaptability in dynamic environments, leveraging expertise in troubleshooting and customer service excellence.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Technical Support Manager
Continental Resources
Bedford, Massachusetts
01.2022 - 06.2025
- Led and managed a team of technical support representatives, including hiring, training, coaching, and performance management.
- Developed and implemented strategies, policies, and procedures to enhance efficiency and quality of technical support services.
- Monitored and analyzed support metrics to identify areas for improvement and make data-driven decisions to enhance team performance and customer satisfaction.
- 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.
- Conducted regular performance evaluations and provided 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, including product development and customer success, to improve communication and resolve customer issues promptly.
- Collaborate with cross-functional teams to identify and resolve systemic product issues.
- Tracked KPIs and created plans for continuous improvement based on performance data.
Technical Account Manager/NOC Supervisor
Continental Resources
Bedford
04.2018 - 01.2022
- 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).
- Managed customer projects related to their managed services contracts, including onboarding and technical audit remediation.
- Developed continual service improvement framework through customer meetings, identifying and implementing improvement opportunities with the team.
- Compiled and reviewed monthly reports with customers, enhancing visibility into environments, demonstrating service value, and identifying service improvement and expansion opportunities.
- Provided Sales with customer feedback to identify and pursue 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.
- Served as escalation point for urgent customer issues during all hours.
- Cultivated strong client relationships through regular communication and proactive support.
- Delivered technical expertise to address client inquiries and resolve issues efficiently.
- Collaborated with cross-functional teams to enhance product integration and performance.
- Mentored junior team members, fostering knowledge sharing and professional development.
NOC Engineer III – Lead
Continental Resources
Bedford, Massachusetts
04.2005 - 04.2018
- System Administration of UNIX/Linux and Windows platforms.
- Administered systems, applications, and devices across multiple platforms to ensure stable operations.
- Provided 3rd level escalation support for NOC, resolving complex issues and maintaining service continuity.
- Managed user access permissions for network resources, ensuring compliance with security protocols.
- Build and maintain servers as needed for new projects and services.
- Led backup administration for clients and internal systems, ensuring data integrity and recovery capabilities.
- 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.
- Monitored network performance to ensure optimal operation and reliability across systems.
- Diagnosed and resolved technical issues, minimizing downtime and enhancing service quality.
NOC Engineer
Dynatrace
Waltham, MA
02.2015 - 09.2017
- Triage, diagnose, and resolve or escalate internal system alerts to maintain Service Level Agreements.
- Facilitated application releases, ensuring seamless deployment of functionality and availability for end users.
- Provided accurate, proactive support for SaaS applications, enhancing user experience and application reliability.
- Developed and updated comprehensive knowledge and help documentation, improving user self-service and reducing support queries.
PC Technician
United Natural Foods
Dayville, CT
08.2005 - 09.2006
- Hired as a full-time PC Technician following initial consulting role for Fortune 500 Company.
- Provided technical assistance to computer users nationwide, ensuring timely resolution of issues.
- Resolved client issues in person, via phone, or through remote communications software, enhancing user satisfaction.
- Monitored network and systems with HP OpenView and proprietary applications to ensure optimal performance.
- Imaged systems using Symantec Ghost Software.
Education
Certificate - Technical Support
Computer Education Institute (Lincoln Tech)
Somerville, MA1 2002
Bachelor of Arts - Business Administration
Roger Williams University
Bristol, RI05.1991
Skills
- Ticketing systems
- Incident response
- Escalation management
- Support desk leadership
- Operations management
- Training and mentoring
- Team collaboration
- De-escalation techniques
- Customer communication
- Customer communications
- Technical troubleshooting
- Vendor relations
- Quality control guidelines
- Incident management
- System administration
Certification
• Comptia A+ Certification
• STS Symantec NetBackup 6.5 Certification
• STS Symantec Backup Exec 11d Certification
• CCNA Training
• Red Hat Linux Training
• ITIL v4 Certification
LogicMonitor Certified Professional
• STS Symantec NetBackup 6.5 Certification
• STS Symantec Backup Exec 11d Certification
• CCNA Training
• Red Hat Linux Training
• ITIL v4 Certification
LogicMonitor Certified Professional
Personal Information
Hrj Id
#HRJ#2e24f9da-53d3-4799-8e91-2b7d3fdfc9c1#
Timeline
Technical Support Manager
Continental Resources
01.2022 - 06.2025
Technical Account Manager/NOC Supervisor
Continental Resources
04.2018 - 01.2022
NOC Engineer
Dynatrace
02.2015 - 09.2017
PC Technician
United Natural Foods
08.2005 - 09.2006
NOC Engineer III – Lead
Continental Resources
04.2005 - 04.2018
Certificate - Technical Support
Computer Education Institute (Lincoln Tech)
Bachelor of Arts - Business Administration
Roger Williams University