Williams Hogan
White Plains,MD
Summary
A skilled customer Support Specialist with years of experience, providing comprehensive technical support to end-users in the financial sectors, and professional recruitment industries. Successful in installing, upgrading, and providing technical support to optimize workflow and minimize business interruptions and system migration projects. I am a professional with a passion for information technology and Cybersecurity, with In-depth knowledge of Confidentiality, Integrity, and Availability (CIA). A member of the Institute of Information Technology Professionals South Africa.
Overview
17
17
years of professional experience
Work History
Certified Medication Technician
Pacesetter Healthcare Services LLC
2023.07 - Current
- Maintained accurate records of dispensed medications, ensuring timely refills and proper disposal of expired or unused medications.
- Participated in regular training sessions to stay up-to-date on current medication guidelines, best practices, and regulatory requirements.
- Facilitated seamless pharmacy communications by liaising between pharmacists, physicians, and nursing staff regarding prescription orders and clarifications.
- Assisted in reducing medication errors by diligently cross-checking prescription information with patients'' medical histories.
- Improved patient care by accurately administering medication as prescribed and closely monitoring for side effects.
- Enhanced medication administration efficiency by maintaining an organized system for tracking patients'' medications and schedules.
- Contributed to a safer healthcare environment by reporting any observed adverse reactions or medication discrepancies promptly.
- Collaborated with nursing staff to ensure proper dosage, timing, and documentation of administered medications for optimal patient outcomes.
- Consistently maintained a professional demeanor when interacting with patients, families, coworkers, and supervisors alike, fostering a positive work environment.
- Streamlined the medication storage process by organizing and labeling supplies according to established guidelines for easy access during busy shifts.
- Documented medication administration into electronic medical records (EMR) to avoid duplication of medication dosages.
- Monitored medication storage area to maintain medication security and control.
- Identified and reported medication errors to avoid distributing wrong medication to patients.
- Counted and recorded medication inventory routinely to maintain medication security and control.
- Reordered medication to maintain adequate supply.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Transported patients to operating and treatment rooms by using wheelchairs and wheeled carts.
Project Consultant (Client South32)
Business Connexion (BCX)
2022.01 - 2024.02
- Supports remote clients
- Handle escalation between BCX service desk and South32 clients
- Handle escalation from VIP clients
- Troubleshoot hardware, software, and Office 365 application
- Supports South32 users/clients with general IT issues
- Troubleshoot VPN issues.
- Delivered high-quality project results by consistently adhering to established standards and protocols.
- Built strong relationships with clients through effective communication and understanding their needs, promoting repeat business opportunities.
Customer Engineer (South32 Team Lead)
African Arete
2017.02 - 2021.12
- Handle escalation to achieve monthly SLA
- Provide general IT support to South32 VIP clients
- Resolve connectivity issues, profile, email, printer, SCCM clients, and general system setup
- Application deployment through the SCCM server
- Remote support to clients working remotely
- Troubleshoot hardware and software
- Support South32 employees, contractors, and clients with BYOD.
Desktop Support Engineer
African Arete
2016.06 - 2017.01
- Provides general IT supports to users
- Email migration, data backup, email configuration, and profile setup
- Re-imaging Desktop, Laptop, and application deployment
- Remote support for remote users outside RSA.
Desktop Support Engineer (AFGRI)
African Arete
2016.03 - 2016.05
- Installed and Updates Symantec Endpoint Protection (SEP)
- Installed System Centre Configuration Manager (SCCM) Server/Workstation
- Maintained CMBD for compliance.
Network Field Engineer
Lindtex Services
2014.02 - 2016.02
- Install and configure new IT equipment
- Maintaining a wide range of computer hardware and configuring system software
- Escalate calls to senior managers or team lead if necessary.
Assistant Manager/Network support Engineer
Divin IT Computer
2009.05 - 2013.03
- Responsible for diagnosing hardware and software issues
- Participate in migration projects
- Assisting users with Windows XP, Vista, Windows 7, Windows 8, and MAC setup
- Maintaining a wide range of computer hardware and configuring system software
- Escalate calls to senior managers or team lead if necessary.
IT Support Technician
Best PC's
2007.03 - 2008.12
- Upgrading components of aging systems
- Installing antivirus and scanning for vulnerabilities
- Diagnosed, resolved software and hardware issues, including operating systems error
- Assisting users with Windows XP, Vista, Windows 7, Windows 8, and MAC setup
- Maintaining a wide range of computer hardware and configuring system software
- Escalate calls to senior managers or team lead if necessary
- Assist all users with IT-related issues
- Carrying out problem analysis to implement temporary or permanent fixes to restore service to our clients
- Install and configure new IT equipment.
Education
Bachelor of Science - Computer Science
University of The People
Pasadena, CA01.2026
No Degree - Higher Certificate in Information Technology
Richfield Graduate Institute of Technology
Durban, South Africa04.2020
Skills
- Service Level Management
- System Security / Risk management
- Customer Service
- Application Support
- Troubleshooting
- Decision-Making
- Ability to work under pressure and independently
- Ability to create work schedules
- Presentation and reporting Skills
- Analytical skills
- Adaptability
- Commitment
- Attention to detail
- First aid procedures
- Patient confidentiality
- Behavioral Management
- Patient Care
- Medication Administration
- Resident support
- Medical Records Management
- Teamwork and Collaboration
Professionalbody
Institute of Information Technology Professionals South Africa (IITPSA), H080503
Certifications
- CompTIA A+
- CompTIA Network+
- CCNA R&S Certified.
- CompTIA Security+
- CIOS Certified.
- Introduction to CyberArk Privileged Access Security.
- CyberArk Certified Trustee.
- CompTIA Advanced Security Practitioners (CASP+)
- Microsoft Certified Professional (MCP)
- Microsoft Certified Solutions Associate (MCSA)
- Office 365 Administration and Troubleshooting.
- Microsoft Certified Solutions Expert - MCSE (Cloud Platform and Infrastructure)
- Microsoft Certified Azure Security Engineer Associate
- AWS Certified Cloud Practitioner
- AWS Certified Solutions Architect - Associate
- Certified Medication Technician
- Heartsaver First Aid Program
- Basic Life Support (CPR & AED) Program.
Educational History
- Senior Secondary Education.
- Certificate in Information Technology.
- Bachelor of Computer Science - Pasadena, CA 91101, USA (Still studying)
Otherskillsandexperiences
- Supporting different clients/sites with 1Desktop
- Remote supports
- Managing applications on mobile devices (Android and IOS)
- Configuring mailbox (Exchange) for mobile devices
- Mobile MS Teams, Skype for Business, and other approved software.
- Setup wireless/LAN printer and scanner (Secure-Print)
- Application patches and updates (Anglo American-Smelter (Polokwane)
- New application roll-out and end-user support.
References
- Ludmilla Dennison, BCX, Config Administrator, +27 11 376 3010, +27 83 569 2547
- Philani Memela, BCX, Service Integration Manager, +27 11 256 0600, +27 65 999 0969
Timeline
Certified Medication Technician
Pacesetter Healthcare Services LLC
2023.07 - Current
Project Consultant (Client South32)
Business Connexion (BCX)
2022.01 - 2024.02
Customer Engineer (South32 Team Lead)
African Arete
2017.02 - 2021.12
Desktop Support Engineer
African Arete
2016.06 - 2017.01
Desktop Support Engineer (AFGRI)
African Arete
2016.03 - 2016.05
Network Field Engineer
Lindtex Services
2014.02 - 2016.02
Assistant Manager/Network support Engineer
Divin IT Computer
2009.05 - 2013.03
IT Support Technician
Best PC's
2007.03 - 2008.12
Bachelor of Science - Computer Science
University of The People
No Degree - Higher Certificate in Information Technology
Richfield Graduate Institute of Technology
Similar Profiles
Jonathan UmlandJonathan Umland
K9 Handler/Instructor at Pacesetter K9's LLCK9 Handler/Instructor at Pacesetter K9's LLC
Donnie CedotalDonnie Cedotal
Contractor's Assistant at PaceSetter Personnel ServicesContractor's Assistant at PaceSetter Personnel Services
Sedrick DanielsSedrick Daniels
Day Labor Worker at PACESETTER PERSONNEL SERVICESDay Labor Worker at PACESETTER PERSONNEL SERVICES