Stacey Williams
Mobile,AL
Summary
Tech-savvy and customer-focused professional with 6+ years of experience supporting software adoption, troubleshooting technical issues, and improving user experience across enterprise and healthcare environments. Proven ability to guide users through onboarding, optimize workflows, and collaborate with cross-functional teams to drive efficiency and cost-effective solutions. Strong background in IT support, documentation, and process improvement in remote environments.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Services Consultant
Valens Software LLC
Atlanta, GA
07.2022 - 03.2026
- Support internal and client-facing users with software tools, troubleshooting issues and guiding adoption
- Serve as a primary point of contact for issue resolution, managing tickets and escalating complex problems as needed
- Analyze user needs and recommend solutions to improve workflows and efficiency
- Collaborate with cross-functional teams to implement system improvements and enhance user experience
- Develop documentation, user guides, and reports to support onboarding and ongoing usage
- Track trends in user issues and feedback to identify opportunities for optimization and cost savings
- Utilize AI tools and automation to streamline processes and improve response efficiency
- Remote
Network Specialist
AltaPointe Health Systems
Mobile, AL
08.2021 - 06.2022
- Provided technical support across a healthcare organization, ensuring reliable system performance
- Assisted with onboarding and configuration of systems for end users across multiple locations
- Partnered with IT teams to implement and maintain systems aligned with organizational needs
- Diagnosed and resolved technical issues while maintaining clear communication with users
Help Desk Support Specialist
Remote Tech Expert Inc
Mobile, AL
12.2020 - 05.2021
- Managed ticket queues using ITSM tools, prioritizing and resolving user issues efficiently
- Guided users through system setup, onboarding, and troubleshooting processes
- Installed, configured, and maintained software and hardware systems
- Created documentation and knowledge resources to improve support consistency
Information Technology Specialist
U.S. Army
Fort Gordon, GA
04.2016 - 12.2018
- Supported and maintained IT systems, networks, and hardware across operational environments
- Trained users on systems, tools, and security best practices
- Troubleshot technical issues and implemented solutions to improve performance
- Coordinated with teams to support system rollouts and operational readiness
Education
M.S. - Data Analytics
Nova Southeastern University
Fort Lauderdale, FLBachelor of Science - Information Technology
Independence University
Salt Lake City, UTSkills
- Software Adoption & Onboarding
- Technical Support
- ITSM & Ticketing Systems
- User Training & Documentation
- Process Improvement
- Stakeholder Engagement
- Data Tracking & Reporting
- Microsoft Excel & Office Suite
- AI Tool Utilization
- Cross-Functional Collaboration
- Microsoft Excel, Word, PowerPoint
- ITSM Platforms (ServiceNow, Jira, FreshService – transferable experience)
- Windows & macOS Systems
- CRM/Ticketing Systems
- Documentation Tools
- AI Tools & Automation
- 6 years supporting software users in remote and cross-functional environments
- Strong ability to drive software adoption and improve user experience
- Experienced in managing multiple priorities and maintaining confidentiality
- Proven communicator with strong documentation and training capabilities
- Adept at identifying inefficiencies and recommending cost-saving solutions
Certification
- Scrum Master Certified (SMC)
- Google Project Management Certificate
- VMware vSphere Certifications
Timeline
Services Consultant
Valens Software LLC
07.2022 - 03.2026
Network Specialist
AltaPointe Health Systems
08.2021 - 06.2022
Help Desk Support Specialist
Remote Tech Expert Inc
12.2020 - 05.2021
Information Technology Specialist
U.S. Army
04.2016 - 12.2018
M.S. - Data Analytics
Nova Southeastern University
Bachelor of Science - Information Technology
Independence University