Patrick Williams
Atlanta ,Georgia
Summary
Performance-driven Technical Specialist enthusiastic about improving business standards and optimizing resources, while also dedicated to being an Customer Service professional with knowledge of service, delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Help Desk Agent
ProLogic ITS
09.2022 - Current
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery
- Track and route problems and requests and document resolutions
- Reduced downtime, diagnosing and troubleshooting hardware and software problems.
- Collaborated with customer service teams to address client concerns and expedite tickets when necessary
- Maintain systems user security
- Promote proactive support actions to prevent errors reoccurring
- Supported roll-out's of new hardware devices throughout company upgrades by assisting in setup, installation, and user training.
- Walked individuals through basic troubleshooting tasks.
- Provided exceptional customer service by promptly addressing problems reported by end-users.
- Over 150 positive feedback reviews from happy clients + customers
Technical Specialist
Apple
07.2021 - 07.2022
- Trained users on desktops, laptops and mobile devices
- Maintained system quality control, surveying users, collecting metrics data and handling IT audits to support updates and maintenance
- Completed troubleshooting and diagnostics on company resources
- Troubleshot systems comprised of security alarms and Internet connectivity
- Answered questions and provided information to customers about new software or hardware.
- Managed hardware inventory, ensuring proper allocation of resources and prompt replacement of outdated equipment.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Created user accounts and assigned permissions.
Technical Support Specialist
Office Depot
02.2017 - 02.2020
- Walked individuals through basic troubleshooting tasks.
- Recorded and maintained relevant notes for each client and work order.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Served as a subject matter expert within the team for specific technologies or products, sharing knowledge with colleagues when needed.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Configured hardware, devices, and software to set up work stations for employees.
- Tested new software and hardware prior to deployment.
- Resolved approximately 50-80 technical support inquiries per day.
Education
Associate of Science - Information Technology
Georgia Gwinnett College
Lawrenceville, GA08.2024
High School Diploma -
DACULA HIGH SCHOOL
Dacula, GA05.2017
Skills
- Customer Service (8 years)
- Microsoft Windows
- Time management
- Computer Networking
- Microsoft Excel
- Microsoft office
- Conflict Resolution
- Excellent written and oral communication
- Telephone etiquette
- Data Entry
- Recordkeeping
- Project Management
Certification
- IT Support/Troubleshooting Training - 8 Months
- Sales Essentials Certificate
- Forklift Certified
Timeline
IT Help Desk Agent
ProLogic ITS
09.2022 - Current
Technical Specialist
Apple
07.2021 - 07.2022
Technical Support Specialist
Office Depot
02.2017 - 02.2020
Associate of Science - Information Technology
Georgia Gwinnett College
High School Diploma -
DACULA HIGH SCHOOL
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