Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Timeline

VAN WILLIAMS

IT Customer Support Lead
Atlanta,GA

Summary

Team Leader experienced in directing activities in a tech support setting. Talented at developing strategies, setting goals and training employees. Confident and decisive when communicating goals and vision to succeed. First-class problem solver with excellent interpersonal skills. I'm a Tech-savvy support specialist with 15+ years of expertise in software and hardware support ranging from email troubleshooting to researching, diagnosing, and fixing intricate technical issues. Monitor work orders using a management module tool, and combine excellent technical, analytical, organization, and interpersonal skills to ensure consistently high customer satisfaction scores. Proven team player, who works collaboratively with multiple departments to quickly and efficiently resolve outages and other technical issues. Adept at identifying, troubleshooting and resolving diverse technical, human resource and client concerns.

Overview

14
14
years of professional experience
4
4
years of post-secondary education

Work History

Election Tech

Fulton EPC
Atlanta, GA
10.2021 - Current
  • Prepares voting machines for use in elections by performing required setup and testing procedures and verifying correct results.
  • Repairs and maintains voting machines. Troubleshoots and identifies voting machine problems.
  • Replaces damaged or malfunctioning parts using a variety of tools and equipment.
  • Responds to polling sites to resolve issues with voting machines.
  • Inspects voting machines returned after election and records any sign of damage or malfunction.
  • Disassembles and prepares machines for storage after required time periods have passed.
  • Uses computer applications or other automated systems such as spreadsheets, word processing, calendar, e-mail and database software in performing work assignments.
  • Improved operations through consistent hard work and dedication
  • Maintained excellent attendance record, consistently arriving to work on time

Tier II Support Specialist

Fulton County School
Sandy Springs, GA
12.2020 - 09.2021
  • Created a remote infrastructure for supported software, installed and maintained user support for software applications, and worked as part of a team to resolve outages.
  • Receives incoming calls to reset microsoft and active user accounts,local printer issue and support end user both deskside and remotely.
  • Remote software supports Local Area Networks and software applications.
  • Assists clients with email issues, and ensures the end user with effective problem solving solutions.
  • Create a Service desk request to tier lll if the end user issue is not resolved.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
  • Maintained energy and enthusiasm in fast-paced environment
  • Resolved problems, improved operations and provided exceptional service
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment

Tier ll Analysts

Amtrak
Sandy Springs, GA
10.2019 - 08.2020
  • Received incoming calls and followed up with other support staff involved in resolution to ensure Service Request and incidents are resolved or the requests are filled.
  • Experienced in troubleshooting applications such as, Office 365, MS Exchange, Windows 7,& 10, SAP, Maximo, eTrax and WMS.
  • Ensured end-to-end customer experience and provided a single point-of-contact for the customer.
  • Analyzed and resolved incidents and requests regarding use of application software, hardware or network connectivity.
  • Resolved where possible or assigned to appropriate groups escalations from Tier I support team.

Technical Support Coordinator

Hewlett Packard Enterprise
Alpharetta, GA
04.2018 - 10.2019
  • Coordinated with the Field Engineers to oversee the delivery of services and support the solutions to satisfy customer requirements.
  • Managed field Engineers ticketing using relevant computer applications such as Easitool, Microsoft Office 365 and Salesforce, and prepared service tickets for customer support supervisors.
  • Arranged meetings and teleconferences between customer and field engineer to clarify job definitions and responsibilities.
  • Maintained contact with customer’s leaders and analyzed requirements and service quality and sort out any relevant issues.
  • Provided a streamlined process which allows us to telecommunicate with our clients to solve all their tech related needs quickly and efficiently.

Hardware Support Technician

IBM
Atlanta, GA
01.2015 - 01.2018
  • Installed, updated, supported and administered servers, microcomputers, Local Area Networks (LANs/WLANs) and software applications.
  • Received 30-40 inbound calls on average per shift and was responsible for issuing work-orders regarding hardware server support.
  • Diagnosed, researched, and offered technical advice of moderate intricacy while monitoring and updating previous work orders using a management module tool.
  • Dispatched a field tech for Level II hardware or client work order request on-site services.
  • Configured hardware, devices and software to set up work stations for employees.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Demonstrated strong knowledge of all types of electrical components, operations, specifications and proper testing methods.
  • Maintained detailed documentation through all phases of development, testing and analysis to enhance organizational productivity

Software Support Specialist

IBM
Atlanta, GA
01.2013 - 01.2015
  • Assisted clients with email issues, re-imaging laptops to ensure issues had been adequately resolved, and migrating software to Windows 10, Outlook, and Microsoft Office 365.
  • Created a remote infrastructure for support delivery, installed and maintained user support for software applications, and worked as part of a team to resolve outages.
  • Developed tools to lessen or eliminate operational burdens for teammates, expediting initial development and software patch iterations.
  • Analyzed supportability aspects of proposed products, defining required remote and on-site support assets needed for adequate post-sale sustainability.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.

Customer Support Specialist

IBM
Atlanta, GA
01.2007 - 01.2013
  • Received 30-40 inbound calls on average per shift, advised end users on parts ordered and warranty coverage.
  • Assisted customers with questions regarding warranty, returns process, products, and services, and trained new hires on Microsoft Office Suite Designed and managed excel spreadsheet on parts shipment and status.
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Provided primary customer support to internal and external customers.
  • Described product highlights and benefits to help guide purchasing decisions.

Education

Associate of Science - Information Technology

Kennesaw State University, Kennesaw, GA
01.2020 - 12.2023

Associate of Arts - Computer Graphics

Georgia Technology Professional College, Atlanta, CA
03.2020 - 08.2020

Skills

Self-Motivated

undefined

Accomplishments

  • Persuasive communicator and troubleshooter, adept at identifying and resolving diverse technical client concerns while building a loyal client base in a highly competitive technical support marketplace.
  • Designated technology expert, proficient in: Teams, Printer Logic, Active Directory, IBM Mainframe, Remedy, ServiceDesk Now, Sap, Salesforce, Windows Office,Multi-Factor Authentication, and Windows OS.
  • Analytical support representative, who demonstrates patience while assisting clients with email issues, re-imaging laptops to ensure problem resolution, and migrating software to Windows 10, Outlook, and Microsoft Office 365.
  • Earn corporate recognition and customer Letters of Commendation for achieving service-level agreement quotas including an average score of 99 of 100 for telecommunications efficiency.
  • Install, update, support and administer servers, microcomputers, Local Area Networks (LANs/WLANs) and software applications. Progress through increasingly complex technical roles at IBM over 11 years.

Software

Active Directory

SAP

SQL Server

Salesforce

Windows 10,11,&12

Teams

Timeline

Election Tech - Fulton EPC
10.2021 - Current
Tier II Support Specialist - Fulton County School
12.2020 - 09.2021
Georgia Technology Professional College - Associate of Arts, Computer Graphics
03.2020 - 08.2020
Kennesaw State University - Associate of Science, Information Technology
01.2020 - 12.2023
Tier ll Analysts - Amtrak
10.2019 - 08.2020
Technical Support Coordinator - Hewlett Packard Enterprise
04.2018 - 10.2019
Hardware Support Technician - IBM
01.2015 - 01.2018
Software Support Specialist - IBM
01.2013 - 01.2015
Customer Support Specialist - IBM
01.2007 - 01.2013

Similar Profiles

CREATE PROFILE
VAN WILLIAMSIT Customer Support Lead