Satimah Williams
Wilmington,DE
Summary
Personable and dedicated Customer Service Representative with extensive experience in Information Technology 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
17
17
years of professional experience
1
1
Certification
3
3
Languages
Work History
Service Desk Support Technician
Verisk Analytics
08.2019 - 12.2023
- Ensuring user queries or issues are captured, validated, and triaged for further processing
- Escalate, if needed, unresolved problems to a higher level of support
- Experience troubleshooting Mac OS and Microsoft o365 cloud services (including Distribution list modification, creation of shared mailbox and Intune troubleshooting (mobile device management, resetting pins and wiping devices remotely.) Categorize and record reported queries and provide solutions
- Responds to common requests for service by providing information and promptly allocates unresolved calls as appropriate
- Acts systematically to respond today by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements
- Use experience to address user problems and interrogates database for potential solutions.
Application Support Engineer
Faegre Drinker Biddle & Reath
05.2017 - 01.2022
- Maintain non-production development and testing environments
- Monthly system maintenance on all workstations and assist with server side when needed
- Scripted and managed workstation-based group policy
- Managed application patching by working with vendors or regular basis to make sure applications are upgraded with latest patches
- Handling software changes scheduled system and database upgrades
- Monitoring quality life application working one on one with vendor for
- Request and build server environment
- Monitor SQL DB performance within application
- Assisting with planning, testing, and implementing of new or upgrading old servers and database
- Running back up quires for finance applications
- Maintenance Elite and Intapp environments that support the firm s intake/client, matter and ethical wall systems.
Windows System Administrator
David’s Bridal
Conshohocken, PA
05.2016 - 01.2020
- Managed the Software Repository (SCCM), Package and customized applications for SCCM Distribution
- PowerShell and Visual Basic Scripting knowledge
- Assist Windows 10 project team with technical assistance in the Initiation and Planning phases
- These activities included technical strategy, research & development some technical analysis and design with my support
- Cloud configuration and management
- Hyper-V and VM-Ware ESX knowledge
- Balancing workloads across multiple physical machines troubleshooting failures and performing scheduled maintenance
- Work with varies Windows Server ranging from 2012-2018
- Patching, troubleshooting common issues that may present itself in the server manageability status messaging tool that range from a list of services ingrown application and security permission
- Perform ongoing performance tuning, hardware upgrades, and resource optimization as required to keep productivity up on register equipment and remote users who travel or live outside of the US
- Perform daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessary
- Work closely with vendors for support with mobile device activations, deactivations, procurement, troubleshooting, and device replacement
- Provide technical support for all mobile device issues via our ticketing system, telephone, email, and in-person
- Manage users and ensure user data is accurate in the MDM solution (Airwatch)
- Modify user data such as account name, department, phone number and affiliation and any future extensions of other personal data replicated to the Active Directory.
Senior Desktop Engineer
National Board of Medical Examiners
01.2013 - 11.2015
- Responsible for the administration of local user accounts
- Modify user data such as account name, department, phone number and affiliation and any future extensions of other personal data replicated to the Active Directory
- Group Policy Object (GPO) administration, troubleshooting, and management
- Publishing resource objects from their OU hierarchy in the Active Directory as applicable
- Manage Group Policy Object (GPO) links in OU hierarchy
- Worked closely with management on projects to implement Active Directory and Local Group Polices to enforce security requirements
- Create/Maintain a backup and recovery plane
- Managed Security Policies, implemented new ones when needed to existing polices
- Provided technical guidance during client workshops and regional events
- Automated and executed Office 365 procedures utilizing Windows PowerShell
- Resolved tenancy technical issues and monitored Office 365 systems
- Administered and supported Office 365 and MS Exchange policies
- Provided technical guidance (Knowledge Base) for migration, configuration and deployment of Lync (Skype for Business)
- Primary responsibilities include hands on development, standardization, and management of all client and server infrastructures, including hardware, software deployment, images, and patching standards
- Troubleshooting problems to locate root cause and appropriate fixes in expedient fashion, adapt to fast learning environment
- Maintains network performance by performing network monitoring and analysis, and performance tuning; troubleshooting network problems; escalating problems to vendors
- Accomplished organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to my job
- Maintained and perform hardware set up, proper configuration and system modifications to hubs, switches and routers
- Installing and setting up office/cubes for new and existing employees, relocating phones, and troubleshooting outages
- Ensure network connectivity throughout a company's LAN/WAN Infrastructure
- Utilizes superior customer service skills
- Solve problems on Windows and Macintosh platforms with equal proficiency
- Packages, tests and deploys automated desktop application installations within a SMS and SCCM framework Managing Citrix Servers (Deploying Updates and Configuring Servers for End-Users)
- Build and customized msi, executable package installations software, operating system images, and configurations of home grown applications
- Push software, patches, and updates to individual machines or groups when it came to software updates
- Package testing and deployed automated desktop application installations within a SMS and SCCM framework and Basic PowerShell Scripting (writing, editing commands for registry editing, task scheduler handling, etc.)
- Worked closely with Infrastructure on the latest processes for software releases
- Ensured uptime within the Exchange Server by installing and updating software as necessary, assist management on special projects
- Hyper –V- VM-Ware management, Windows Server 2003 -2012 troubleshooting patching and varies other task that would come about
- Contribute technical expertise in development while documentation of operational standards and procedures
- Experience with networking and core Microsoft server products such as Active Directory, SQL, Exchange and IIS
- Act as a liaison between customers and internal support staff to assure accurate problem interpretation
- Maintain communications with customers during the problem resolution process.
Tech Supt Technician II
Centurylink
Carlisle, PA
02.2007 - 12.2012
- Support all aspects of End User internetworked connectivity for DSL/T-Data/FTTP customers
- Including residential and corporate class of service issues
- Log in to, and configure Enterprise class network equipment, consisting of an IPoATM architecture, supported by various deployed switches (Lucent, AFC, Marconi, Litespan, Calix) and Redback Network Aggregators in a Citrix Environment, administering and maintaining client logins and permissions for a Citrix Metaframe environment
- Provision End Users in accordance with records, verify level of permissions and privileges, determine identity for access to sensitive information
- Update records for permission changes, or provisioning issues related to access to Java based Webmail application, SMTP/POP access via LDAP (Lightweight Directory Access Protocol), SMTP Relay configuration settings so, customer can send mail while using existing email service
- Citrix Metaframe client configuration, and access to FTTP (Fiber to the premises) network via PPPoE configuration
- Escalate issues to proper departments, perform routine notations for incidents
- Troubleshoot connectivity, and security issues including but not limited to: Malware detection and removal, WEP/WPA/SPK implementation, Profile provisioning in Network Elements, Detection of upstream traffic from viruses or zombie-ware, Firewall/Proxy configuration and implementation, abuse detection by performing forensic investigation of IP activity across regional network
- Ensure security of proprietary information by maintaining corporate standards for information handling, such as usage of approved encryption clients such as Putty, and Secure CRT
- Protect End User’s information through account and identity verification procedures
- Diagnose and assist End Users with security issues related to account specific information
- Adhere to, and recommend changes in Methods and Procedures, as well as participate in development of relevant changes
- Manage account database, with End User specific username and password information, and add/deny permissions in Sun Identity manager environment, as well as proprietary account storage applications
- Assist other technicians as a point of escalation for Network and Security issues
- Coach new hires and existing employees as to methods and procedures
- Troubleshoot Microsoft Office (Word, Excel, PowerPoint) 2000-2010
- Support varies Operating System Microsoft 2000-2007 Macintosh OS 8-9
- Add/Remove configure POP, IMAP and Exchange for varies email clients Thunderbird Mac mail Windows live Mail and Outlook Express 2000-2010.
Education
AA Network Administrations - Information Technology
Thompson Institute
02.2007
High School Diploma -
Chester High School
Chester06.2002
Skills
- Customer Service
- System Installation
- Operations Monitoring
- Troubleshooting
- Project Support
- Program Support
- Documentation And Reporting
- Troubleshooting and diagnosis
- Customer interaction
- Multitasking and Organization
- System Troubleshooting
Certification
- Microsoft Certified 10747- Administering System Center, and Configuration Manager
Languages
English
Professional
Spanish
Limited
Japanese
Limited
References
References available upon request.
Work Preference
Work Type
Full TimePart TimeContract WorkWork Location
HybridRemoteImportant To Me
Work-life balanceTeam Building / Company RetreatsWork from home optionCompany CultureAccomplishments
- Resolved product issue through consumer testing.
- Documented and resolved varies IT issues which led to strong results.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Software
Microsoft 365
ServiceNow
Splunk
SCCM
Teams
Interests
Travel
Volunteering, community service or charity work
Creative arts, including writing, music, painting and crafts
Timeline
Service Desk Support Technician
Verisk Analytics
08.2019 - 12.2023
Application Support Engineer
Faegre Drinker Biddle & Reath
05.2017 - 01.2022
Windows System Administrator
David’s Bridal
05.2016 - 01.2020
Senior Desktop Engineer
National Board of Medical Examiners
01.2013 - 11.2015
Tech Supt Technician II
Centurylink
02.2007 - 12.2012
AA Network Administrations - Information Technology
Thompson Institute
High School Diploma -
Chester High School
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