Summary
Overview
Work History
Education
Skills
Timeline
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William Merritt

Lilburn,GA

Summary

Seasoned Senior Analyst and IT professional offering 40 years of industry experience within various technical and strategic capacities ranging in complexity and breadth. 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. Talented Technical Support Representative with gift for understanding needs of end user. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Astute Technician with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.

Overview

40
40
years of professional experience

Work History

Technical Support Representative

DSM / GCPS
10.2016 - Current
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Maintained high level of expertise on GCPS's products, ensuring accurate information was always provided to customers.
  • Resolved issues for computers, networks, and printing operations and provided computer, network, printing, and software application support to district.
  • Helped streamline repair processes and updated procedures for support action consistency.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Shared knowledge with team members and used knowledge to provide fast and efficient service to central office customers.
  • · Contributed skills to improve problem solving techniques, knowledge transfer, and customer satisfaction.
  • Delivered central office support and school support related to computer, network, and printing operation issues.
  • Contributed ideas during team meetings that led to process improvements and increased efficiencies within department.
  • Diagnosed and repaired warranty and non-warranty computers and printers.
  • Used ticketing systems to manage and process support actions and requests.
  • Mentored new team members on company protocols and best practices for delivering exceptional technical support services.

Transportation Technician

Bombardier Transportation
04.2016 - 08.2016
  • Resolved all technical issues related to operation of Plane Train at Airport.
  • Troubleshot mechanical issues on-the-go, resolving minor problems independently or coordinating repairs when necessary, minimizing downtime during transport operations.
  • Implemented preventative maintenance programs to keep vehicles running efficiently and reduce downtime due to repairs.
  • Resolved problems, improved operations and provided exceptional service.
  • Worked well in team setting, providing support and guidance.
  • Demonstrated leadership skills in managing projects from concept to completion.

Senior Analyst

Verizon Wireless
12.2003 - 12.2015
  • Communicated technical information to non-technical persons and team members for purpose of product education and program execution.
  • Developed complex dashboard and reporting tools to track business performance metrics.
  • Spearheaded placement, management and procurement of store security, handset placement and fixture placement. Serves as User Acceptance Tester (UAT) for store products, and offers product support during new product launches.
  • Implemented cost reduction initiatives, achieving significant savings without compromising quality or service delivery.
  • Worked side-by-side with cross-functional teams and carries out budgeting functions in support of smart ordering of handset security and store fixtures.

Instructor / Training Supervisor

AIS
09.2002 - 12.2002
  • Arranged performance objectives to ensure staff members adhered to training guidelines and protocols specific to TSA Baggage Security Screeners.
  • Aided Master Technicians in coordination and implementation of OJT evaluation efforts for TSA Baggage Security Screeners, to include observations, performance reviews and scheduling.
  • Assumed several supervision and support roles for purpose of educating Airport Management, TSA staff and Public Safety Officials in site preparation and security and successful OJT, monitoring and documenting conditions of TSA Baggage Security Screeners, and accuracy in completion and submission of paperwork.

Technical Manager

CTDI - Communications Test Design
06.1984 - 02.2002
  • Served as Project Manager for Wireless Department.
  • Responsible for installation, repair, testing, analyzing, and troubleshooting electronic switching systems, LANs, WANs, plug-in circuits, bridges, switches, multimedia communication equipment, data sets and related components associated with AT&T, Bell South and Western Electric telecommunications equipment.
  • Tracked and logged trouble calls and repaired equipment to component level as well as supervised, trained, and evaluated electronic technicians and contract personnel in all job functions.
  • Performed repairs for 1A and 5ESS switch equipment.
  • Used Network and Router protocols such as TCP/IP.
  • Provided desktop support for small network for Wireless department

Education

Associate of Applied Science - Electronics Technology

DeVry University
Decatur, GA
1988

Skills

  • Hardware diagnostics
  • Technical issues analysis
  • Organizational Skills
  • Remote Support
  • Software Installation
  • Collaborative Team Player
  • User Training
  • Desktop support
  • Highly Professional
  • Microsoft Windows and Office
  • User Support
  • Network diagnostics
  • Problem-Solving
  • Technical Troubleshooting
  • Customer service expert
  • Hardware upgrades

Timeline

Technical Support Representative

DSM / GCPS
10.2016 - Current

Transportation Technician

Bombardier Transportation
04.2016 - 08.2016

Senior Analyst

Verizon Wireless
12.2003 - 12.2015

Instructor / Training Supervisor

AIS
09.2002 - 12.2002

Technical Manager

CTDI - Communications Test Design
06.1984 - 02.2002

Associate of Applied Science - Electronics Technology

DeVry University

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