Willie Davis
IT Specialist
Houston,Texas
Summary
IT Support Specialist with over 3 years of experience in providing robust technical support and improving system functionalities across multiple corporate environments. Proficient in Computer Networking, VoIP, and Network Support with a proven track record of reducing resolution time by 20% and enhancing customer satisfaction through expert troubleshooting and maintenance. Holds key certifications including CompTIA A+, Security+, and ITIL Foundation, demonstrating a strong foundation in managing and deploying sophisticated IT solutions.
Overview
3
3
years of professional experience
Work History
IT Support Associate
Amazon Web Services
08.2022 - 05.2024
- Provided comprehensive technical support to Amazon Corporate staff
- Efficiently diagnosed and resolved end-user computing issues
- Ensured prompt response to inquiries, upholding organizational standards
- Assisted in escalating system or network outages to minimize downtime
- Supported remote teleconferencing systems and AV equipment operations
- Streamlined tech support, reducing resolution time by 20%
- Resolved daily software and hardware issues promptly and effectively for multiple locations
- Implemented software and hardware upgrades to address arising problems
- Continually updated knowledge on latest programming techniques and technologies
- Worked collaboratively with management and teams to achieve organizational goals
- Provided first-level support for PCs, cameras, and phone systems
- Provided essential support for healthcare software, aiding in seamless daily operations
- Implemented inventory tracking solutions that minimized hardware downtime
- Partnered with management to align IT solutions with organizational goals
- Delivered Tier 1 and 2 help desk support, ensuring swift resolution of technical issues and efficient order processing
- Managed and maintained IT asset inventory in compliance with AF-approved processes
- Expertly utilized Defense Property Accountability System (DPAS) and COTS solutions to expedite computer inventory management
- Ensured rigorous adherence to AFMAN 17-1203 for optimal asset tracking
- Provided critical Tier 2 support, improving team response time and customer satisfaction
Desktop Technician
Randstad Group Inc.
01.2023 - 02.2023
- Troubleshooting day-to-day problems with software and hardware and fixing them in a timely manner for multiple locations
- Upgrading the software solutions as well as the hardware systems to solve the problems as and when they arise
- Updating their knowledge about the latest programming techniques and technologies
- Working closely with the management and other teams in achieving the organizational goals
- Resolves users' software related issues within scope of assigned security protocol as authorized by BH-COPR-IT
- Functions as a help desk for facility
- Performs routine maintenance on PC equipment
- Provides first level of support for PCs, Cameras & phone systems
- Inventory tracking & minor hardware repair/service as needed
- Assist Personnel with health care related software programs
- Provides off hour support as needed
IT Technician
Bestica Inc.
10.2021 - 08.2022
- Provided Help Desk Tier 1 and/or Tier 2 support for technical assistance, order processing, support of multiple software versions, warranty, and maintenance
- Managed the day-to-day accountability and inventory of computer assets hardware and software using AF-approved processes as described in AFMAN 17-1203, Information Technology (IT) Asset Management (ITAM)
- Bring up-to-date and preserve computer inventory using AF required processes (The Defense Property Accountability System (DPAS)) as well as COTS solutions to facilitate expediency
Information Technology Specialist
EbryIT
01.2021 - 03.2021
Education
Computer Support Specialist Certification - Information Technology
ACI Learning
San Antonio, TX07.2020
High school Diploma - General Studies
Wagner High School
San Antonio, TX05.2011
Cyber Security and Information Assurance
Western Governors University
Salt Lake City12.2022
Network
CompTIA
01.2027
A
CompTIA
06.2026
Skills
- Active Directory
- Operating Systems
- Computer Networking
- Technical Support
- Network Support
- Troubleshooting
- VoIP
- Microsoft Exchange
- Microsoft Windows Server
Military Service
United States Navy, E-5, 07/11, 07/15
Timeline
Desktop Technician
Randstad Group Inc.
01.2023 - 02.2023
IT Support Associate
Amazon Web Services
08.2022 - 05.2024
IT Technician
Bestica Inc.
10.2021 - 08.2022
Information Technology Specialist
EbryIT
01.2021 - 03.2021
Computer Support Specialist Certification - Information Technology
ACI Learning
High school Diploma - General Studies
Wagner High School
Cyber Security and Information Assurance
Western Governors University
Network
CompTIA
A
CompTIA
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