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
San Antonio, TX
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