Raymond McWilliams
Pflugerville,TX
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Technical Support Engineer II
Dell Technologies
Round Rock, TX
02.2018 - 05.2025
- Resolved complex technical problems through root cause analysis techniques.
- Monitored ticketing system queues for incoming requests from customers.
- Assisted customers with troubleshooting software and hardware issues.
- Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
- Installed and tested operating systems, applications, updates, patches, and service packs.
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
- Analyzed system logs for potential problems or errors related to system performance or security threats.
- Replied to customer queries via email, messaging systems and support ticket platforms.
- Provided after-hours support to ensure 24/7 system availability and customer satisfaction.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Provided support via remote desktop software, diagnosing customer issues over private and public networks.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Diagnosed and resolved complex technical issues to ensure optimal system functionality.
Pro Support Plus Technical Support Engineer
Dell Technologies
Round Rock, TX
05.2016 - 02.2018
- Monitored ticketing system queues for incoming requests from customers.
- Analyzed system logs for potential problems or errors related to system performance or security threats.
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
- Provided remote assistance to end-users when needed.
- Assisted users with password resets and account lockout resolutions.
- Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
- Resolved complex technical problems through root cause analysis techniques.
- Installed and tested operating systems, applications, updates, patches, and service packs.
- Assisted customers with troubleshooting software and hardware issues.
- Replied to customer queries via email, messaging systems and support ticket platforms.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Recommended system enhancements and upgrades to support evolving business needs.
- Collaborated with teams to solve technical customer problems across product suites.
- Developed and maintained comprehensive documentation for troubleshooting and system configurations.
- Diagnosed and resolved complex technical issues to ensure optimal system functionality.
- Coordinated with vendors and external support teams to resolve third-party software issues.
- Conducted regular system maintenance and software updates to ensure operational efficiency.
- Streamlined support processes through the implementation of automation tools and technologies.
- Provided support via remote desktop software, diagnosing customer issues over private and public networks.
- Analyzed customer feedback to develop targeted improvements in technical support services.
- Configured and installed hardware and software solutions to meet organizational needs.
- Provided real-time support via phone, email, and chat to address customer technical concerns.
- Adapted communication style to effectively convey technical information to non-technical audiences.
- Facilitated root cause analysis for technical problems and implemented corrective actions.
- Managed ticketing system to track, prioritize, and resolve customer support requests.
- Asked customers targeted questions to diagnose problems and provided timely solutions.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Maintained positive working relationship with fellow staff and management.
Technical Support Engineer
Dell Technologies
Round Roack, TX
05.2015 - 02.2018
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Identified needs of customers promptly and efficiently.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Assisted with customer requests and answered questions to improve satisfaction.
- Updated and maintained databases with current information.
- Worked with cross-functional teams to achieve goals.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
- Installed and tested operating systems, applications, updates, patches, and service packs.
- Assisted customers with troubleshooting software and hardware issues.
- Monitored ticketing system queues for incoming requests from customers.
- Analyzed system logs for potential problems or errors related to system performance or security threats.
- Asked customers targeted questions to diagnose problems and provided timely solutions.
- Provided real-time support via phone, email, and chat to address customer technical concerns.
- Managed ticketing system to track, prioritize, and resolve customer support requests.
- Recommended system enhancements and upgrades to support evolving business needs.
- Adapted communication style to effectively convey technical information to non-technical audiences.
- Configured and installed hardware and software solutions to meet organizational needs.
- Collaborated with teams to solve technical customer problems across product suites.
- Diagnosed and resolved complex technical issues to ensure optimal system functionality.
Pro Support Technical Support Engineer
Dell Technologies
Round Rock, TX
02.2014 - 05.2015
- Analyzed system logs for potential problems or errors related to system performance or security threats.
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
- Provided remote assistance to end-users when needed.
- Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
- Assisted users with password resets and account lockout resolutions.
- Assisted customers with troubleshooting software and hardware issues.
- Installed and tested operating systems, applications, updates, patches, and service packs.
- Monitored ticketing system queues for incoming requests from customers.
- Resolved complex technical problems through root cause analysis techniques.
- Replied to customer queries via email, messaging systems and support ticket platforms.
- Adapted communication style to effectively convey technical information to non-technical audiences.
- Facilitated root cause analysis for technical problems and implemented corrective actions.
- Diagnosed and resolved complex technical issues to ensure optimal system functionality.
- Provided real-time support via phone, email, and chat to address customer technical concerns.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Managed ticketing system to track, prioritize, and resolve customer support requests.
- Configured and installed hardware and software solutions to meet organizational needs.
- Collaborated with teams to solve technical customer problems across product suites.
- Asked customers targeted questions to diagnose problems and provided timely solutions.
- Recommended system enhancements and upgrades to support evolving business needs.
- Coordinated with vendors and external support teams to resolve third-party software issues.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Streamlined support processes through the implementation of automation tools and technologies.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Provided support via remote desktop software, diagnosing customer issues over private and public networks.
- Maintained positive working relationship with fellow staff and management.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
Education
Some College (No Degree) -
Austin Community College
Austin, TXSkills
- Remote support
- Operating system installation
- System performance analysis
- Customer service
- Technical documentation
- Ticket management
- Hardware configuration
- Software updates
- Problem solving
Certification
- CompTia A+ - 2009
Custom
- Windows Server Operating System installation and trouble shooting.
- ESXi/VMware Operating System installation and trouble shooting.
- Hardware RAID controller configuration and trouble shooting.
- Log collection and trouble shooting via CLI.
- VxRail solution support and trouble shooting.
- VSAN support and trouble shooting.
References
References available upon request.
Timeline
Technical Support Engineer II
Dell Technologies
02.2018 - 05.2025
Pro Support Plus Technical Support Engineer
Dell Technologies
05.2016 - 02.2018
Technical Support Engineer
Dell Technologies
05.2015 - 02.2018
Pro Support Technical Support Engineer
Dell Technologies
02.2014 - 05.2015
Some College (No Degree) -
Austin Community College
Similar Profiles
Reventh Raj YataReventh Raj Yata
SENIOR PRINCIPAL BUSINESS INTELLIGENCE MANAGER at DELL Technologies (DELL EMC + Dell Entities)SENIOR PRINCIPAL BUSINESS INTELLIGENCE MANAGER at DELL Technologies (DELL EMC + Dell Entities)
M.Banu PrakashM.Banu Prakash
Senior Analyst, Sales at Dell International Services (Dell Technologies)Senior Analyst, Sales at Dell International Services (Dell Technologies)
Reginald WilkinsonReginald Wilkinson
Quality Engineer at DELL TECHNOLOGIES / DELL EMCQuality Engineer at DELL TECHNOLOGIES / DELL EMC
Taarun RajBhalanTaarun RajBhalan
Principal Software Engineer – Performance Engg at Dell Technologies Inc, Dell International ServicesPrincipal Software Engineer – Performance Engg at Dell Technologies Inc, Dell International Services
Sergio GutierrezSergio Gutierrez
Customer Service Representative/Loans and Advances Clerk at Speedy Cash LoansCustomer Service Representative/Loans and Advances Clerk at Speedy Cash Loans