Summary
Overview
Work History
Education
Skills
Additional Information
Certification
Timeline
Generic

William Headley

Summary

Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. 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. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

7
7
years of professional experience
1
1
Certification

Work History

IT Helpdesk

US Army Reserve
09.2021 - Current
  • Fix any issues computers have with connecting to secure network
  • Set up networks
  • Troubleshoot any faulty devices
  • Used ticketing systems to manage and process support actions and requests.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Configured hardware and granted system permissions to new employees.

Retrofit inspector

GS Retrofit
03.2021 - Current
  • Conduct code inspections on houses and apartment units
  • Upheld codes and regulations governing materials, processes, and procedures.
  • Identified repair and upgrade requirements needed to meet safety and quality standards.
  • Prepared reports detailing findings of inspections, investigations, and tests.
  • Investigated complaints to remedy buildings, equipment and safety issues.
  • Assessed safety and compliance concerns through diligent buildings, rooms and equipment inspections.
  • Conducted detailed building structure inspections to identify and resolve potential risks.
  • Followed standard operating procedures for inspections and tests.
  • Recorded inspection and test results on data sheets.
  • Trained other workers in inspection and testing procedures.
  • Operated and maintained testing equipment.
  • Investigated customer complaints to take necessary corrective actions.

Security guard

Allied Universal Security Services
02.2021 - 03.2022
  • Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
  • Secured premises and personnel by patrolling property and monitoring surveillance equipment.
  • Responded quickly to incidents and assessed active situations for security concerns.
  • Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
  • Completed full building and grounds patrols to spot and investigate concerns.
  • Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
  • Checked and verified photo identification prior to granting facility access.
  • Answered alarms, investigated disturbances, and contacted law enforcement personnel to escalate crises.
  • Interacted assertively but non-confrontationally with personnel and general public.
  • Adhered to established procedures and posted orders to enforce company rules, policies and regulations to general public.
  • Regulated vehicle and pedestrian traffic onto building grounds.
  • Placed necessary outgoing calls to verify alarms, dispatch proper authorities and notify proper parties.
  • Communicated with security team and building supervisors using two-way radios, mobile phones and other technological devices.
  • Enforced security policies and removed violators and unauthorized individuals from premises to maintain safe environment.
  • Examined doors, windows and gates to verify security.
  • Patrolled internal building spaces and facility grounds to identify and deter threats to assets.
  • Acted as deterrent to prevent criminal actions, vandalism and misconduct to allow business to conduct operations in safe environment.
  • Issued access cards to authorized personnel to monitor access points.
  • Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.

Signal Support Systems Specialist

U.S. Army Reserve
05.2017 - Current
  • Handled all troubleshooting tasks for signal support services, which included radio, wire and battlefield automated systems.
  • Supervised and assisted with battlefield signal support systems and terminal devices.
  • Provided maintenance and technical assistance to commanders and staff in regards to signal support systems.
  • Trained users to connect to and utilize Local Area Networks (LANs) and Wide Area Networks (WANs).
  • Maintained networking equipment such as hand held radios and vehicle mounted radios to support reliable user connectivity.
  • Integrated new devices into managed networks while maintaining assigned security protocols and protections.
  • Set up terminal devices, completing prescribed onboarding processes to verify successful integration into existing network frameworks.
  • Tested signal-level equipment for operational performance within prescribed tolerances.
  • Trained new system users and employees in classroom type sessions to promote useful system knowledge and operations expertise.
  • Modified, maintained, or repaired electronics equipment or systems to achieve proper functioning.
  • Utilized technical equipment to monitor network status in operational environments.
  • Performed signal diagnostic functions to detect network interruptions and diagnose connection deficits.
  • Completed in-depth performance tests of parts and systems undergoing design optimization in simulated environments.
  • Updated hardware and software platforms by implementing automation and efficiency improvements.

Sales Representative

Initiative
01.2021 - 02.2021
  • Went door to door trying to get people to put solar on their house
  • Used customer insights to develop innovative sales strategies to increase sales.
  • Answered customer questions about products and services, helped locate merchandise, and promoted key items.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Listened to customer needs and desires to identify and recommend optimal products.

Amazon Driver

Asher Logistic
05.2020 - 01.2021
  • Deliver over 100 amazon packages to various houses daily.
  • Utilized GPS and other navigation tools to plan routes and stay on schedule.
  • Followed all relevant traffic laws and safety regulations.
  • Maintained professional and friendly demeanor during deliveries to uphold company reputation.
  • Delivered goods and products to customer on time and in excellent condition.
  • Followed proper safety procedures and protocols while loading, unloading and operating vehicles.
  • Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
  • Coordinated efficient routes to avoid delays and optimize schedules.
  • Communicated with customers to provide delivery updates and confirm delivery locations.
  • Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs.
  • Achieved consistent safety targets by adjusting driving to different road and traffic conditions, balancing loads, and avoiding dangerous driving actions.
  • Communicated with passengers to provide information and assistance for excellent customer service and positive experiences.
  • Obtained signatures from customers upon delivery of goods.
  • Kept detailed mileage and fuel reports to track overall fuel costs.
  • Drove safely in various weather and road conditions to avoid accidents.
  • Cleaned vehicle regularly to maintain professional appearance.
  • Inspected vehicle before and after trips to identify maintenance needs and handle regular upkeep.
  • Minimized liability by consistently following road rules when driving.
  • Upheld high standards of professionalism and discretion when working with high-value clients.
  • Loaded and secured items in trucks to avoid damage to parcels during delivery.
  • Updated logs and tracking documents accurately and according to schedule requirements.
  • Answered, scheduled, and responded to reservation calls at specific times and locations.

Customer Service Representative

La Sierra University
08.2019 - 01.2020
  • Manages the front desk at my dorm
  • Answered all phone calls and took note or transferred them to dean
  • Checked people in and out of the dorm -Monitored the security cameras -Helped out deans with any paperwork they had
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Sought ways to improve processes and services provided.

Maintenance Worker

La Sierra University
06.2018 - 01.2020
  • Worked Maintenance at the Dorm -Repaired all light bulbs that went out -Repainted rooms every summer -Fixed any doors, beds, dressers, and blinds that broke -unclogged drains -Made sure common areas stayed clean -Put together shelves and cabinets -Patched holes in wall -Fixed any leaked pipes
  • Removed outdoor debris and yard clippings into receptacles to properly maintain grounds.
  • Used problem-solving skills to alleviate issues efficiently with minimal supervision.
  • Followed work orders and specifications for machine and equipment replacement, repair, or maintenance.
  • Replaced light bulbs in indoor and outdoor fixtures and checked smoke and carbon monoxide detectors for proper functionality.
  • Completed daily, weekly, and monthly checklists on building equipment to maintain records of scheduled maintenance procedures.
  • Sanitized restrooms using such chemicals as ammonia to reduce spread of germs.
  • Provided facility inspection and maintenance to achieve superior levels of cleanliness and upkeep.
  • Cleaned and lubricated parts to keep equipment operating at peak performance.
  • Maintained restroom functionality by repairing leaking faucets, clogged toilets, and other equipment.
  • Properly handled, transported, and disposed of recycled materials.
  • Conducted repairs on equipment to return machines and tools to functionality.
  • Trained new maintenance personnel to safely and properly use equipment and tools and apply best practices.
  • Worked with vendors to procure parts and materials for repairs, examining quality and performance.
  • Followed instructions from supervisor regarding daily job tasks and duties.
  • Removed trash and recyclables at end of each shift and disposed of items in proper receptacles.
  • Safely and effectively handled wide range of cleaning products and solutions.
  • Reported issues to property manager so effective resolutions could be put into place.
  • Replaced worn or broken parts on machines and equipment.
  • Utilized variety of tools and test equipment to troubleshoot and diagnose equipment malfunctions.
  • Positively engaged with customers and maintained professional appearance as company representative.
  • Executed tasks within time and budget constraints.
  • Performed preventive maintenance and repairs on various types of equipment.
  • Installed and maintained plumbing and HVAC systems.
  • Conducted regular inspections of equipment to promptly identify issues that could cause machinery malfunctions.
  • Optimized work readiness with effective gathering of parts and supplies in alignment with specifications.
  • Continuously adhered to strict regulations as well as detailed instructions, guidelines and specifications.
  • Followed safety precautions to avoid personal injury and provide safe work environment.

Education

Bachelor of Science - Business Management

Capella University
Minneapolis, MN
12.2023

High -

Glendale Adventist Academy
Glendale, CA
06.2017

Skills

  • CSR
  • Customer Care
  • Customer Support
  • Customer Service
  • Call Center
  • Microsoft Word
  • Microsoft Powerpoint
  • Security
  • IT Support
  • Handyman Experience
  • Computer Skills
  • Computer Literacy
  • Construction Experience
  • House painting
  • Construction
  • Troubleshooting
  • Computer Networking
  • Microsoft Windows
  • Door-to-Door Experience
  • Military Experience
  • Military Service
  • Branch: Reserves
  • Rank: SGT or E5
  • Configuring Devices
  • Mac Systems
  • Staff Training
  • Software Diagnosis
  • Apple IOS
  • Component Replacements
  • Account Management
  • Data Recovery
  • Windows 10
  • Desktop Support
  • Business Development
  • Hardware Upgrades
  • Customer Service Expertise
  • Application Installation
  • Call Center Operations
  • Appointment Scheduling
  • Reading Comprehension
  • Ethernet and Firewall Proficient
  • Complaint Resolution
  • Account Updating
  • Creative Issue Resolution
  • Service Desk Team Management
  • Friendly and Patient
  • Customer Communication and Empathy
  • Issue and Resolution Tracking
  • Inventory Procedure Documentation
  • Workforce Planning
  • Certifications and Licenses
  • General Radio Operator License
  • User Experience
  • Data Connectivity
  • Troubleshooting and Assistance
  • Customer Support Needs Assessment
  • Responding to Technical Questions
  • Feature Activation
  • Hardware Evaluation
  • Employee Computer Support
  • Tracking and Documentation
  • Collaborative Team Player
  • Mobility Devices
  • Analytical and Methodical
  • Resolve Technical Problems

Additional Information

  • Authorized to work in the US for any employer

Certification

  • Licensed by FCC: General Radio Operator License - June 2020 to Present
  • Guard Card - Jan 2021 to Jan 2023
  • Top Secret Clearance - March 2021 to Present


Timeline

IT Helpdesk

US Army Reserve
09.2021 - Current

Retrofit inspector

GS Retrofit
03.2021 - Current

Security guard

Allied Universal Security Services
02.2021 - 03.2022

Sales Representative

Initiative
01.2021 - 02.2021

Amazon Driver

Asher Logistic
05.2020 - 01.2021

Customer Service Representative

La Sierra University
08.2019 - 01.2020

Maintenance Worker

La Sierra University
06.2018 - 01.2020

Signal Support Systems Specialist

U.S. Army Reserve
05.2017 - Current

Bachelor of Science - Business Management

Capella University

High -

Glendale Adventist Academy
William Headley