Trevor Williams

• Enhanced end-user productivity by troubleshooting and resolving hardware, software, and network issues.
• Life cycle upgrades to new machines
• Adding and removing AD security groups
• Documenting current network patch panels
• Supported clients with efficient problem-solving for various technical issues, reducing downtime in the workplace.
• Implemented preventive maintenance measures for desktop systems, ensuring optimal performance and longevity.
• Deployed new hardware and software to end-users, streamlining business processes and increasing efficiency.
• Managed inventory of IT equipment, maintaining accurate records and ensuring timely replacement or repairs as needed.
• Assisted in the planning and execution of company-wide technology upgrades, minimizing disruptions to daily operations.
• Developed user-friendly documentation for common technical issues to facilitate self-service troubleshooting among endusers.
• Provided remote support to offsite employees, ensuring seamless access to company resources regardless of location.
• Maintained confidentiality of sensitive information while providing top-notch customer service to all levels of staff within the organization.
• Provided onsite support during critical incidents, quickly identifying root causes and implementing appropriate resolutions.
• Coordinated with vendors to secure competitive pricing on hardware purchases, resulting in cost savings for the organization.
• Monitored security protocols such as antivirus software updates, protecting company data from potential threats.
• Supported operating system and various tools and applications.

• Supported operating system and various tools and applications.
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Troubleshot problems or issues with desktops and laptops.
• Disconnected and reconnected desktops and peripherals to support office moves.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Configured hardware, devices and software to set up work stations for employees.
• Removed malware, ransomware and other threats from laptops and desktop systems.
• Helped streamline repair processes and update procedures for support action consistency.

• Provided support for network infrastructure and baseline configurations.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Configured hardware, devices and software to set up work stations for employees.
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Patched software and installed new versions to eliminate security problems and protect data.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Carried out day-day-day duties accurately and efficiently.

Assisting end users with over 3000 applications that are in the environment. First point of contact for the the users when issues would arise, able to answer the phone and chats as there were multiple ways of communication.

• Improved operations through consistent hard work and dedication
• Increased customer satisfaction by resolving issues
• Worked with customers to understand needs and provide excellent service
• Provided basic end-user troubleshooting and desktop support
• Documented support interactions for future reference
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
• Documented transactions and support interactions in system for future reference and addition to knowledge base.
• Built and provided basic end-user troubleshooting and desktop support on Windows, and Mac systems.
• Used ticketing systems to manage and process support actions and requests.
• Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
• Loaded software and configured software for employees.
• Assisted customers with product selection based on stated needs, proposed use and budget.
• Trained and supported end-users with software, hardware and network standards and use processes.
• Logged support tickets and closed when issues were resolved.
• Trouble shooting VPN

Assisting end users with over 3000 applications that are in the environment. First point of contact for the the users when issues would arise, able to answer the phone and chats as there were multiple ways of communication.

• Improved operations through consistent hard work and dedication
• Increased customer satisfaction by resolving issues
• Worked with customers to understand needs and provide excellent service
• Provided basic end-user troubleshooting and desktop support
• Documented support interactions for future reference
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
• Documented transactions and support interactions in system for future reference and addition to knowledge base.
• Built and provided basic end-user troubleshooting and desktop support on Windows, and Mac systems.
• Used ticketing systems to manage and process support actions and requests.
• Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
• Loaded software and configured software for employees.
• Assisted customers with product selection based on stated needs, proposed use and budget.
• Trained and supported end-users with software, hardware and network standards and use processes.
• Logged support tickets and closed when issues were resolved.

Receive calls from end users of internet and assist the users in restoring their connection to the internet.

• Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
• Used ticketing systems to manage and process support actions and requests.
• Identified and solved technical issues using variety of diagnostic tools and tactics.
• Managed customers' expectations of support and technology functionality in order to provide positive user experience.
• Compiled and accurately entered data for each customer encounter to record in system.