Willie Gray
Lexington,SC
Summary
Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.
Overview
15
15
years of professional experience
Work History
Service Desk Analyst
Southeastern Freight Lines
Lexington, SC
10.2022 - Current
- Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.
- Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions.
- Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.
- Analyzed and resolved IT problems to achieve complete resolution for customers with minimal productivity loss.
- Participated in IT department meetings to identify continuous improvement opportunities and enhance delivery of IT services to users.
- Monitored network performance to determine adjustments needed.
- Trained and directed users on correct use of software and hardware within systems.
- Conducted basic troubleshooting to isolate and diagnose common system problems.
- Diagnosed, troubleshot and resolved hardware and system problems.
Dispatch Specialist
Southeastern Freight Lines
Lexington, SC
03.2018 - 10.2022
- Ensures that freight movement is reflected in the system for adequate tracking.
- Responsible for drivers getting the proper repairs necessary for linehaul movement continuation.
- Collect descriptive accident reports statements and overweight citations for processing the next business day.
- Collect descriptive accident reports statements and overweight citations for processing the next business day.
- Ensures that call traffic is directed properly.
74D Chemical Operations Specialist
US Army
Anchorage, AK
01.2012 - 11.2017
- Performed chemical reconnaissance within a battalion sized (250 soldiers) environment
- Conducted monthly and quarterly inspections to ensure equipment stayed serviceable.
- Conducted gas chamber operations with units of 30+ soldiers.
- Acquired the rank of Sargent (E-5 Promotable)
Account Services Specialist
Time Warner Cable
West Columbia, SC
01.2010 - 08.2011
- Resolved account issues with strengths in research, problem-solving and solution development.
- Maintained positive account relationships through regular contact and knowledgeable service for every need.
- Reviewed accounts regularly to assess adequacy of current coverage and identify sales opportunities.
- Resolved service requests by individually troubleshooting and addressing user issues.
Education
Bachelor of Science - Cyber Security And Information Technology
ECPI University
Columbia, SCSome College (No Degree) - Business Administrataion
Benedict College
Columbia, SCSkills
- Problem Assessment
- Call Center Software
- Effective Communications
- Dispatch Recordkeeping
- Microsoft Office
- Team Building
- Customer Service
Timeline
Service Desk Analyst
Southeastern Freight Lines
10.2022 - Current
Dispatch Specialist
Southeastern Freight Lines
03.2018 - 10.2022
74D Chemical Operations Specialist
US Army
01.2012 - 11.2017
Account Services Specialist
Time Warner Cable
01.2010 - 08.2011
Bachelor of Science - Cyber Security And Information Technology
ECPI University
Some College (No Degree) - Business Administrataion
Benedict College
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