Summary
Overview
Work History
Education
Skills
ADDITIONAL INFORMATION
Timeline
Generic

Shane Williams

Tiffin

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

12
12
years of professional experience

Work History

Senior Technical Support Representative

Acclara/R1RCM
01.2023 - Current
  • Monitored system performance to identify potential issues.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Configured and tested new software and hardware.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Worked in systems like Intune and Active directory and managed permissions within the applications
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.

Technical Support Representative

Medirevv/Acclara
08.2020 - 01.2023
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.
  • Researched and identified solutions to technical problems.
  • Diagnosed and troubleshot hardware, software and network issues.

Account Receivable Specialist

Medirevv
02.2017 - 09.2020
  • Handled day-to-day accounting processes to drive financial accuracy.
  • Worked in Epic and learned the ins and outs of the system
  • Proficiencies in microsoft applications

Technical support Representative

Answering Phones for internet companies
06.2015 - 01.2017
  • Having to be calm and curtious with customers
  • Helped customers with technical issues
  • Helped with Cable, Internet, and phone

IT Support

Pearson
04.2015 - 06.2015
  • Troubleshot Problems
  • Answered phones and spoke with customers with issues
  • Helped customers with basic level It experience
  • Had to multitask while being on the phone with a customer
  • Had to be polite when they were upset
  • Had to Document what the customers issue was while on the phone
  • With Epen

Cable Installation Technician

Geonetric
06.2014 - 06.2014
  • Ran cable in a new building
  • Had to use creative thinking at times on where to put a cable
  • Had to be correct with our math calculations so we would have enough cable length
  • Cable running

IT Intern

Federal Work Study/Clear Creek Amana School District
12.2013 - 03.2014
  • Image and repair iMac; repair hard drives and hard drive cables; repaired iMac laptop mouse pad
  • Set up Chrome books straight from the box
  • Built three servers
  • Set up printers, installed drivers
  • Inventory, asset tag and document
  • Worked with Active Directory
  • Worked with Teachers

Education

Associates of Applied Science - Network Systems Administration

ITT Technical Institute
Cedar Rapids, IA

High School - undefined

Clear Creek Amana High School
Tiffin, IA
06.2012

Skills

  • MS Office Suite - Word, PowerPoint, Excel, Internet Explorer, Google Drive
  • System diagnostics
  • Operating systems
  • Computer Hardware Fixes
  • Software installation
  • Hardware configuration
  • Application troubleshooting

ADDITIONAL INFORMATION

Skills Summary

Timeline

Senior Technical Support Representative

Acclara/R1RCM
01.2023 - Current

Technical Support Representative

Medirevv/Acclara
08.2020 - 01.2023

Account Receivable Specialist

Medirevv
02.2017 - 09.2020

Technical support Representative

Answering Phones for internet companies
06.2015 - 01.2017

IT Support

Pearson
04.2015 - 06.2015

Cable Installation Technician

Geonetric
06.2014 - 06.2014

IT Intern

Federal Work Study/Clear Creek Amana School District
12.2013 - 03.2014

High School - undefined

Clear Creek Amana High School

Associates of Applied Science - Network Systems Administration

ITT Technical Institute

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