Walter Wills Jr
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.
Offering solid foundation in IT fundamentals and strong desire to learn and grow within technical support environment. Brings ability to quickly grasp new concepts and technologies, with specific skills in troubleshooting and customer service. Ready to use and develop diagnostic and problem-solving skills in [Desired Position] role.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative/Technical Support Representative
Everise
Remote, KS
10.2023 - Current
- Provided exceptional customer service, ensuring each interaction was a meaningful connection, not just a transaction.
- Utilized remote software to access customer computers and resolve technical issues efficiently.
- Assisted clients with creating and managing accounts, including resolving login issues and providing password reset support.
- Guided clients through processes such as printing returns, adding tax pro reviews, and managing service plans, including downgrades.
- Restored email access and configured email clients such as Thunderbird and Outlook to meet customer needs.
- Updated and configured antivirus software to enhance device security.
- Troubleshot network connectivity issues and configured network security for a stable and secure connection.
- Assisted customers with operating system, driver, and software updates to ensure optimal performance.
- Diagnosed and resolved printer issues, including connectivity and configuration problems.
- Configured DVR and cable boxes to enhance entertainment system functionality.
- Troubleshot smart TV connectivity issues, as well as operating system and software problems, ensuring seamless operation.
- Resolved refund inquiries and supported clients with processing refunds and addressing fraud or account security concerns.
- Maintained accurate records of client interactions and transactions for thorough documentation.
- Provided exceptional customer service via phone and chat support, ensuring a seamless customer experience.
- Collaborated with team members to ensure consistent and effective problem resolution.
Call Center Representative
InfoCision
Columbus, GA
08.2023 - 09.2023
- Adhered to company policies and scripts to consistently achieve call-time and quality standards of between 10-15 calls per hour.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
- Processed debit and credit card and electronic check payments.
- Promptly responded to inquiries and requests from prospective customers.
QA Inspector
InvaPharm
Ontario, CA
12.2022 - 07.2023
- Enforce adherence to Current Good Manufacturing Practices (cGMPs) and Good Documentation Practices (GDPs)
- Perform and document inspections, checks, tests, and sampling procedures during manufacturing process
- Monitor manufacturing operations and conduct routine "walk-through" inspections
- Ensure compliance with good housekeeping practices, hygiene practices, and pest control
- Verify proper receipt, storage, and segregation of raw materials and packaging components in warehouse
- Ensure proper cleaning and sanitization of processing equipment
- Audit weighing/staging process to ensure correct raw materials usage, (97% and higher)
- Audit batching/blending process to ensure all allocated raw materials are added in correct sequence
- Collect in-process samples and perform required tests before releasing batches
- Collect samples of finished products and conduct specified testing
- Perform line/area clearance for removal of previous products and foreign materials
- Maintain quality and production paperwork
- Reconcile and close batch records, review documentation for accuracy and completeness
- Verify calibration and performance of quality control instruments
- Collect samples for quality control laboratory, stability studies, and customer samples
- Monitor cleaning and sanitation effectiveness using visual observation and ATP bioluminescence method
- Assist in environmental monitoring and pest control inspection
- Assist in training new inspectors on proper documentation and inspection
- Assist in inquiries and investigations conducted by management
- Perform other duties as determined by the Quality Systems & Regulatory Compliance Department Management
Production Supervisor
Garmon Corp
Temecula, CA
03.2016 - 10.2016
- Orchestrated a cohesive team effort to ensure the prompt creation of high-quality products
- Directed and enhanced the production process of nutritional chewable supplements for canines, felines, and equines
- Provided comprehensive safety and quality training to staff members in strict adherence to cGMPs and ISO standards
- Developed and delivered employee training programs
- Formulated and implemented new procedures to optimize production efficiency
- Strategically scheduled product campaigns based on customer demand
- Generated precise batch sheets to guide production operations
- Prepared and submitted daily reports to monitor production performance to make sure results matched above 99%
- Accurately recorded completed batch sheets in the database for documentation purposes
- Designed and managed staff schedules for optimal resource allocation
- Authored Standard Operating Procedures (SOPs) for machine operation and packing procedures
- Acquired cross-training proficiency on all equipment used in the production process
- Identified and executed corrective actions to address any operational issues
- Supervised two shifts of dedicated staff members to maintain smooth operations
Education
Bachelor of Science - IT Cloud Computing
Western Governors University
High School Diploma -
Western High School
Skills
- Remote desktop support
- Operating system support
- Help desk support
- Ticketing system experience
- Printer support
- Wireless networking
- Application support
- Technical support
- Software installation
- Customer service
- Technical issues analysis
- Desktop support
Personal Information
Title: QA Inspector
Contact
Columbus, GA 31906
Education
Salt Lake City, UT,Anaheim, CA
Certification
- Google IT Support Professional Certificate
Timeline
Customer Service Representative/Technical Support Representative
Everise
10.2023 - Current
Call Center Representative
InfoCision
08.2023 - 09.2023
QA Inspector
InvaPharm
12.2022 - 07.2023
Production Supervisor
Garmon Corp
03.2016 - 10.2016
High School Diploma -
Western High School
Bachelor of Science - IT Cloud Computing
Western Governors University