Summary
Overview
Work History
Education
Skills
Volunteer/ Mentorship Activities
Timeline

Rodney Williams II

Virginia Beach,VA

Summary

With over five years of specialized experience in HR technology and support, my mission has been to simplify and enrich client interactions with HRIS and HCM applications. At G&A Partners, my expertise in platforms like PrismHR and Kronos/SaaSHR has been pivotal in fostering a culture of technological empowerment and client satisfaction. I am dedicated to bringing diverse perspectives to our team, aligning my goals with the company's commitment to innovative client solutions. In my current role, I have honed my abilities in technical assistance, user training, and application maintenance, ensuring seamless user experiences. My hands-on approach in troubleshooting, coupled with my dedication to maintaining excellent client relationships, has enabled me to effectively resolve issues and provide valuable guidance. These competencies, drawn from my tenure at G&A Partners and ADP, underscore my commitment to exceptional service delivery in the HR tech space.

Overview

14
14
years of professional experience

Work History

IT Support Specialist

G&A Partners
07.2021 - Current
  • Provide a wide-range of technical assistance integrated in HRIS and HCM applications being provided to both internal and external users within the company
  • These applications include PrismHR, Kronos/SaaSHR, ReviewSnap, Hiring Thing, ClientSpace and other applications as implemented by the company to utilize
  • Answer inquiries and resolve issues with software applications, and escalate or close service requests
  • Train users on specific applications through virtual meetings and providing clients with documentation to utilize for future processes
  • Maintain, troubleshoot and provide general application maintenance for the client
  • Tracking and documenting configuration changes requested by the client in CRM platform
  • Communicate and escalate various software issues to third party vendors as needed
  • Facilitating escalations with minimal involvement from management in situations and/or projects as needed

Payroll Solutions Specialist

ADP
03.2020 - 07.2021
  • Responding to service requests via calls, emails, screen sharing sessions or meetings
  • Providing Technical Support and Troubleshooting for Workforce Now
  • Validating employees’ timecard information being paid in WorkForce Now
  • Assisting clients with payroll scheduling and processing needs in WorkForce Now
  • Verifying client provided documents to accurately process payroll timely
  • Assisting clients with payroll tracking and other delivery needs
  • Partnering with subdivisions of the department to ensure non-payroll processing requests are properly addressed
  • Processing tax changes and amendments for HRO Clients
  • Logging client interactions, requests and documentation

Client Service Specialist

ADP
06.2018 - 03.2020
  • Responsible for developing and maintaining effective relationships with ADP clients by providing world-class customer service
  • Documenting client interactions and steps to find resolutions
  • Utilizing company provided documents and guides to complete varies tasks for the client
  • Escalating cases pertaining to billing, tax, and platform issues or changes
  • Deescalating dissatisfied clients with extremely limited intervention needed from managers or supervisors
  • Shipping client-requested documents or tax forms
  • Assisting clients with tax notices, tax forms, and amendments
  • Aiding clients through steps, procedures, and filings in ADP WorkForce Now
  • Providing in-depth Technical Support and Troubleshooting in ADP WorkForce Now
  • Connecting clients with other members or departments internally to rapidly find a resolution
  • Providing mentoring and coaching to newly hired associates within the department
  • Consulting with upper management to provide feedback to improve employees’ moral and work environment

AT&T Expert

Best Buy
05.2017 - 06.2018
  • Assisting customers with AT&T cellular devices and plan setups
  • Performing account analyses to ensure customers were receiving the best deals or promotions with AT&T or other cellular providers
  • Coaching the Mobile Team and Home-Theater associates on AT&T products to help increase sales
  • Converting customers from other companies over to AT&T
  • Providing Technical Support and Troubleshooting for all cellular devices
  • Assisting Best Buy and AT&T with fraud prevention to reduce 'shrink' (inventory theft, establishing fake accounts, incorrect pricing, etc.)
  • Assisting customers with credit card processing

Apple Master

Best Buy
05.2016 - 05.2017
  • Providing customers with the most recent information about Apple products
  • Helping customers make the best decision toward their purchase by providing adequate suggestions and opinions toward Apple's current devices
  • Educating associates on Apple Products, Operating System Updates, and talking tracks to improve sales
  • Processing payments and contributing to a team effort

Customer Service Representative

Best Buy
08.2015 - 05.2016
  • Providing each customer with world-class customer service
  • Post-sale customer assistance
  • Cashier
  • Assisting customers with processing credit card applications
  • Giving knowledgeable advice about all products sold in the store

Lab Technician / Intern

Intelligent Illuminations
06.2013 - 05.2015
  • Responsible for the company’s inventory
  • Part-Time Receptionist
  • Driving to deliver the company’s product to our clients
  • Testing the company's product and ensuring quality
  • Utilized geographical applications to best service the company’s clients

Service Manager

Denny’s
06.2011 - 06.2012
  • Assisting Customers and Employees to deliver extraordinary service
  • Stocking supplies in the restaurant
  • Cashier duties and transitioning money into the safe
  • Dish Washer

Education

Bachelor’s Degree -

Old Dominion University, Norfolk, VA
01.2017

Delaware State University, Dover, DE
01.2013

Advanced High School Diploma -

Landstown High School (Technology Academy), Virginia Beach, VA
01.2012

Skills

  • Microsoft Office
  • Leadership
  • Mentoring
  • Customer Service
  • Customer Satisfaction
  • HCM
  • HRIS
  • SaaS/Kronos
  • Root Cause Analysis
  • Data Analysis
  • Sales
  • Troubleshooting
  • Product Support
  • Remote User Support
  • Case Management
  • Ticketing Systems
  • Soft Skills
  • CX Training
  • MacOS
  • Windows
  • API Support
  • SSO Support
  • Technical troubleshooting
  • Technical support
  • Microsoft outlook
  • Software installation
  • Remote support
  • Service support
  • Systems analysis
  • User support
  • User credential management
  • Information protection
  • Microsoft office specialist (MOS) expert
  • Mac systems
  • Product troubleshooting
  • System administration
  • Videoconferencing
  • Product training
  • Customer service
  • Service support
  • Systems analysis
  • User support
  • User credential management
  • Information protection
  • Microsoft office specialist (MOS) expert
  • Mac systems
  • Product troubleshooting
  • System administration
  • Videoconferencing
  • Product training

Volunteer/ Mentorship Activities

  • Community Advocate, Kingdom Harvest Ministries, IBWC: 02/2011-04/2012, Raising awareness of Sexually Transmitted Diseases in low-income communities, promoting organizational events, and handing out informative pamphlets and guides on various subject matters.
  • Volunteer Mentor, Life Enrichment Center: 01/2017-04/2017, Mentoring elementary students to enhance their literacy skills.
  • Peer Mentor, ADP, 08/2019 - 03/2020, Mentoring new hire employees and educating them on all of ADP’s employee systems.

Timeline

IT Support Specialist - G&A Partners
07.2021 - Current
Payroll Solutions Specialist - ADP
03.2020 - 07.2021
Client Service Specialist - ADP
06.2018 - 03.2020
AT&T Expert - Best Buy
05.2017 - 06.2018
Apple Master - Best Buy
05.2016 - 05.2017
Customer Service Representative - Best Buy
08.2015 - 05.2016
Lab Technician / Intern - Intelligent Illuminations
06.2013 - 05.2015
Service Manager - Denny’s
06.2011 - 06.2012
Old Dominion University - Bachelor’s Degree,
Delaware State University - ,
Landstown High School (Technology Academy) - Advanced High School Diploma,

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Rodney Williams II