SEAN WILLIAMS - Technical Support Analyst - The Answer Group (TAG) → Teleperformance USA

Summary

Seasoned Technical Support Analyst and Control Desk Analyst with 25 years in telecommunications, satellite internet, PC hardware/software, and network operations. Specializes in troubleshooting, escalations, VSAT systems, SD-WAN, Fortinet, Meraki, and multi-vendor network access. Delivers effective solutions and enhances customer satisfaction through high-impact problem solving.

Overview

27

years of professional experience

Work History

Technical Support Analyst / Control Desk Analyst

The Answer Group (TAG) → Teleperformance USA

North Lauderdale, FL

09.1999 - Current

Gateway Computer Support (1999–2001)
Supported Gateway desktops/laptops, diagnosing OS and hardware issues
Supported Microsoft Office applications
Compaq Computer Support (2001–2002)
Provided hardware/software support for Compaq PCs
Resolved OS, hardware, and application issues
Comcast Internet Support
Troubleshot internet connectivity issues
Performed remote troubleshooting, modem registrations and MAC binding resets
Coordinated dispatch of field technicians to address technical issues.
BellSouth Technical Support (2002–2006)
Supported residential, commercial, and technician-side connectivity
Configured routers, gateways, DHCP, static IPs, DMZ, port forwarding
Activated/provisioned new devices
Managed the dispatch of field technicians for troubleshooting tasks.
Motorola iDEN Support
Configured and troubleshot Motorola iDEN devices
Resolved network and software issues
AT&T Consumer Technical Support (–2010)
Diagnosed PC hardware/software issues
Performed OS reloads, malware removal, registry repair
Optimized PC performance
HughesNet Support (Teleperformance Contract)
VSAT Consumer Support (2010–2011)
Supported VSAT registration, setup, configuration
Troubleshot slow speeds, browsing failures, latency
Tier 3 support and technician dispatch
Hughes White Glove Support
Ensured proper installation and customer education
Resolved router compatibility and PC connectivity issues
Hughes Control Desk Analyst (2012 – May2026)
Performed NOC-aligned tasks: site conversions, multi-site escalations
Opened NWOPS tickets, providing detailed reports to engineers for effective issue resolution
Resolved enterprise escalations, including top-priority issues
Coordinated with Dispatch, Provisioning, Program Managers
Facilitated wireless activations for AT&T, Verizon, T-Mobile, and Telus, ensuring seamless connectivity for customers
Executed Fortinet registration and license swaps to ensure system compliance and functionality
Worked with ISPs (AT&T, Comcast, Spectrum, 2PiFi)
Supported SD-WAN troubleshooting and Meraki configuration/code generation
Provided digital media support (LG, Samsung, HS1100)
Participated in Maintenance Review Board meetings and distributed summaries.
Meta Facebook and Instagram Support (May 2026- June 22, 2026)
Account Access support, password resets

Education

Associate of Science - Computer Engineering Technology

Keiser College

Fort Lauderdale, FL

Associate of Arts - Accounting

Broward Community College

Fort Lauderdale, FL

01-1997

High School Diploma - undefined

Wolmer’s Boys’ School

Jamaica West Indies

01-1989

Skills

Technical Support
Remote support
Troubleshooting
Issue resolution
Customer support
Customer service
VSAT/Satellite Internet
NOC Operations
SD-WAN
Router/Gateway Configuration
Meraki Configuration

PC Hardware/OS Repair
Malware Removal
DHCP/Static IPs
DMZ/Port Forwarding
Enterprise Escalations
Remote support
Network Device Management
Documentation
Customer experience
Technical issues analysis

AWARDS & RECOGNITION

Blue Diamond Club — 3-Time Recipient
Circle of Excellence
Circle of Excellence: Professionalism
26 Ribbons Earned
Award earned on Sept 7, 2024

Timeline