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
07.2023 - 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)
01.2022 - 02.2024
- 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
02.2017 - 12.2021
- 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
06.2016 - 01.2017
- 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
03.2016 - 05.2016
- Installed and Updates Symantec Endpoint Protection (SEP)
- Installed System Centre Configuration Manager (SCCM) Server/Workstation
- Maintained CMBD for compliance.
Network Field Engineer
Lindtex Services
02.2014 - 02.2016
- 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
05.2009 - 03.2013
- 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
03.2007 - 12.2008
- 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
07.2023 - Current
Project Consultant (Client South32)
Business Connexion (BCX)
01.2022 - 02.2024
Customer Engineer (South32 Team Lead)
African Arete
02.2017 - 12.2021
Desktop Support Engineer
African Arete
06.2016 - 01.2017
Desktop Support Engineer (AFGRI)
African Arete
03.2016 - 05.2016
Network Field Engineer
Lindtex Services
02.2014 - 02.2016
Assistant Manager/Network support Engineer
Divin IT Computer
05.2009 - 03.2013
IT Support Technician
Best PC's
03.2007 - 12.2008
Bachelor of Science - Computer Science
University of The People
No Degree - Higher Certificate in Information Technology
Richfield Graduate Institute of Technology
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