Terri L. Williams
LinkedIn.com/in/terri-williams-43
Summary
Well organized Senior Technologist with 20+ years of retail experience at Sears Holdings, adept in Microsoft Windows and renowned for exceptional customer service. Expert in troubleshooting and enhancing system software across various platforms, significantly reducing escalated calls. Demonstrates proactive problem-solving and excellent communication, ensuring seamless technical operations. Quality driven team player.
Overview
20
20
years of professional experience
Work History
Senior Technologist
Transformco
02.2019 - Current
- Documented knowledge articles and handled all escalated calls using SysAid IT services management platform
- Provided 24x7 team coverage for escalated hardware and software issues for all Sears stores
- Wrote db2 SQL statements to pull data from store systems and wrote scripts to update tables with import commands
- Used VPN/remote connectivity to review logging and restart services to troubleshoot technical issues and outages
Senior Technologist
Sears Holdings
07.2005 - 02.2019
- Installed and configured system software and applications for enhancements and problem resolution on registers and servers
- Supported Windows, Linux, OS/2, and mobile platforms
- Handled 25-50 escalated calls daily from customers with hardware, software and network failures
- Worked with development team to test updates as part of QA and defect tracking
Education
Bachelor of Science - Management Information Systems
Central Michigan University
Mount Pleasant, MISkills
- Microsoft Windows
- Customer service focused
- Proactive
- Excellent communication skills
- Proficient troubleshooter
- Phone support and remote support skills
Timeline
Senior Technologist
Transformco
02.2019 - Current
Senior Technologist
Sears Holdings
07.2005 - 02.2019
Bachelor of Science - Management Information Systems
Central Michigan University
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