Robert Williams
Creedmoor,NC
Summary
Experienced with IT system analysis and optimization. Utilizes technical expertise to enhance system performance and support IT projects. Knowledge of problem-solving and technical troubleshooting to ensure seamless operations.
Overview
31
31
years of professional experience
1
1
Certification
Work History
IT Analyst
DHTS
01.2006 - Current
- Customer support for Duke Corporate Finance/DHTS
- Purchase, installation, and configuration of all Finance hardware for end user systems
- Inventory Management (thru Service Now)
- Responsible for Requests/Tasks/Incidents for DUHS clients
- Professional Customer Service
- Independently, investigate, identify, and resolve incidents and/or tasks related to DUHS hardware and applications
- Manage Work Queue to determine appropriate analysts and departments for resolution and escalation
- Follow up communications with clients/support pending resolution
- Work as an integral part of a team with peers and co-workers; assess skills of others to identify appropriate resources to resolve customer problems/tasks
- Participated in go-live events and supported production, ensuring requirements were met and customers' approval obtained
- A/V Support
- Remote support for internal users to fix various issues or install software for the users
- Technical Knowledge, Training, and Documentation
PC Support Specialist
Inspire Pharmaceuticals
01.2004 - 01.2006
- Printing Installation/Modification (labeling/installation/features)
- Built PCs and Laptops and pushed various Windows system images
- Software upgrades
- Server Support (backup, tape inventory, and delivery via Iron Mountain)
- Internal/External Helpdesk support
- Installed, updated, and maintained Avaya VoIP phone and voice mail system
- Exchange/Outlook/Remote mail Support
- Smartphone support
- Managed inventory of returned and reimaged ready to deploy computers
- Remote support for internal users to fix various issues or install software for the users
- IT Training
- Documentation/ Sarbanes-Oxley Protocol
- Demonstrated excellent call quality and customer service
Helpdesk Tier II
IBM Global Services
01.2000 - 01.2004
- Built PCs and Laptops and pushed various Windows system images
- Helpdesk Level I & II support
- Logged and documented all incoming service calls with a detailed ticket of the incident or request
- Distributed tickets to various team members to address issues
- Email support (Outlook/Lotus Notes)
- Hardware troubleshooting/In-house repair
- Remote support (IBM Remote Desktop)
- Inventory Tracking
- Problem tracking
- PC Training
Program Analyst
Sports Endeavors, Inc.
01.1994 - 01.2000
- Unix/Universal programming
- Hardware troubleshooting/repair
- Helpdesk Level I and II support
Education
B.A. - Business Administration
Skills
- IT troubleshooting
- Customer support
- Risk assessment
- Network administration
- Performance optimization
- IT asset management
- IT risk management
- System performance
- IT performance reports
- Test planning and documentation
- Support documentation
- Troubleshooting
- Excellent communication
- Problem-solving
- Multitasking
- Active listening
- Technical analysis
- Multitasking Abilities
- Written communication
- Attention to detail
- Team building
- Client relations
- Technical writing
- Task prioritization
- Decision-making
- Interpersonal communication
- Time management
- Relationship building
- Teamwork
- Teamwork and collaboration
- Professionalism
- Goal setting
- Self motivation
- Adaptability and flexibility
- Team collaboration
- Effective communication
Certification
- IT Infrastructure Library Expert Level(ITIL Expert)- AXELOS Global Best Practice.
- CompTIA A+ Technician - Computing Technology Industry Association (CompTIA).
Timeline
IT Analyst
DHTS
01.2006 - Current
PC Support Specialist
Inspire Pharmaceuticals
01.2004 - 01.2006
Helpdesk Tier II
IBM Global Services
01.2000 - 01.2004
Program Analyst
Sports Endeavors, Inc.
01.1994 - 01.2000
B.A. - Business Administration
Similar Profiles
Dustin RogersDustin Rogers
Service Desk Analyst at DHTSService Desk Analyst at DHTS
Sharon TerrySharon Terry
Cafeteria Cashier at Sodexo USACafeteria Cashier at Sodexo USA
Hayley FordHayley Ford
Senior Commercial Loan Operations Associate, Fund/Syndication Servicing at Flagstar BankSenior Commercial Loan Operations Associate, Fund/Syndication Servicing at Flagstar Bank
Shiree BaileyShiree Bailey
Certified Medical Assistant at UNCH Kidney TransplantCertified Medical Assistant at UNCH Kidney Transplant
Colleen ThedieckColleen Thedieck
Director, Managed Care at WakeMed Health & HospitalsDirector, Managed Care at WakeMed Health & Hospitals