Williams Nam
Brooklyn,NY
Summary
Qualified Desktop Engineer with superior understanding of software installations and computer upkeep. Dedicated to supportive customer service and long-lasting repairs. Specializing in Windows and Mac operating systems and constant upkeep with extensive knowledge of hardware repairs.
Overview
4
4
years of professional experience
Work History
Desktop Engineer
Fan Duel, Steven Douglas
10.2023 - Current
- Set up and updated equipment for customer use in line with company standards and procedures
- Troubleshot problems or issues with desktops and laptops
- Documented troubleshooting and corrective actions in Service Now
- Installed, configured and maintained computer systems and network connections
- Assisted in migration of company security protocols
Service Desk Manager
Mercell Inc
11.2021 - Current
- Collaborated between sales, account management, and development teams to boost revenue and improve support strategy
- Devised and published metrics for measuring excellent service delivery
- Established and consolidated support desk approach for growing international e-procurement market within 2 month period
- Designed schedules and pipelines for resolving tickets in real time, prioritizing high-priority issues.
ESD Analyst
NYC Health and Hospitals
11.2022 - 10.2023
- Provided customer support through call and email methods, handling 25-60 calls and 50-75 email tickets daily
- Implemented new methods to streamline workflow for IT Patient Support and knowledge base updates
- Assisted users with technical difficulties in using software.
Club Manager
Blink Fitness
08.2019 - 10.2022
- Fostered positive environment for members and staff
- Trained and motivated members to achieve their fitness goals
- Improved membership sales from 30 per month to 65 per month through member engagement
- Handled tasks with efficiency while following standard operating procedures
- Submitted tickets for equipment issues.
Education
Some College (No Degree) -
Georgia State University, Some
Atlanta, GABachelor of Arts -
Southern New Hampshire University
Hooksett, NH12.2025
Skills
- Data Security
- Windows Operating System
- Hardware and Software Installation
- Programming
- Hardware Repair
- Technical Support
- End-User Support
- Mac OS Operating System
Languages
English
Native or Bilingual
Korean
Native or Bilingual
Spanish
Limited Working
Timeline
Desktop Engineer
Fan Duel, Steven Douglas
10.2023 - Current
ESD Analyst
NYC Health and Hospitals
11.2022 - 10.2023
Service Desk Manager
Mercell Inc
11.2021 - Current
Club Manager
Blink Fitness
08.2019 - 10.2022
Some College (No Degree) -
Georgia State University, Some
Bachelor of Arts -
Southern New Hampshire University
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