Raymond Williams
Clinton,MD
Summary
Technology-inclined professionals with strong troubleshooting capabilities and a customer-oriented attitude. Extensive experience providing network and software support to users, as well as developing and implementing technical solutions. Skilled in data analysis, particularly with government applications such as Maximo and ServiceNow. Proficient at analyzing system performance and security to ensure optimal user experience. Detail-oriented team player with excellent organizational and communication skills. Capable of handling multiple projects simultaneously with a high degree of accuracy. Known for being organized, dependable, and successful in managing multiple priorities with a positive attitude. Willing to take on additional responsibilities to meet team goals.
Overview
5
5
years of professional experience
Work History
Data Analyst
Chenega Corporation IT Enterprise
Ashburn, VA
06.2022 - Current
- Recommended the best architectures, tools, and technologies to address organizational needs
- Other duties as assigned
- Provided help desk support for critical issues related to units at ports locations
- Provided support for critical issues related to DHS equipment
- Provided router troubleshooting and maintenance over phone for customers and vendors
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands
- Maintained updated documents within Service now and Maximo service ticket databases
- Retained detailed and accurate online network documentation including inventories, policies, procedures
- Partnered with vendor teams to solve real-time challenges and drive cohesive experience
- Responded to high volume of phone and email requests to provide logistics information
- Worked under high pressure and be able to work as a team player in stressful situations
- Facilitated communications between customers and field personnel to answer questions or resolve concerns
- Monitored flow of emails and directed information to appropriate departments
- Made more than 10 spreadsheets a week for managers/supervisor for productivity
Technician Manager
Bags Inc
Arlington, VA
11.2019 - 10.2021
- Schedule drivers assignments and manage 50+ union drivers daily
- Coordinate with drivers for daily task and activities throughout the day
- Provide customer support to incoming calls throughout the day in a timely manner
- Solidified the infrastructure of the dispatch team with establishing a drivers acceptance guidelines for packages
- Implement and create spreadsheets with all drivers/workers contact information for monthly reports for turnovers
- Analyze intake spreadsheets of daily luggage retrieval requests according to airlines and available drivers
- Maintain relations with drivers and workers to determine workloads daily and healthy workplace
- Manage a team and ensure timesheets and daily task are done in a timely manner
Education
Associate Degree -
Chesapeake College
Wye Mills, MD01.2018
Skills
- CBP BI
- Public Trust
- Technical Support
- Self-Motivated
- People Management
- Project Planning
- Data Analysis
- Call Center Operations
- Phone Operations
- Technical Training
- Deltek
- ServiceNow Troubleshooting
- Data Entry
- Microsoft apps (Excel, Word, 365 etc)
- Customer Communication
- Problem-Solving Skills
- Maximo
- Service now
Timeline
Data Analyst
Chenega Corporation IT Enterprise
06.2022 - Current
Technician Manager
Bags Inc
11.2019 - 10.2021
Associate Degree -
Chesapeake College