WILSON TURNER
The Colony
Summary
Dedicated IT professional with extensive experience in providing technical support, troubleshooting hardware and software issues, and managing enterprise systems across Windows and MacOS environments. Skilled in AWS cloud technologies, including Amazon Connect administration and development, to support company initiatives and streamline customer service operations. Proficient in managing user access through Active Directory, MDM solutions, and AWS IAM. Experienced in day-to-day Amazon Connect administration, configuring contact flows, and integrating AWS services for improved call center efficiency. Committed to delivering excellent customer service, training staff, and maintaining strong technical documentation. Proven ability to provide executive-level support and manage remote access solutions effectively.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Associate Cloud Operations Administrator
The Container Store
11.2024 - Current
- Manage day-to-day cloud infrastructure operations, including provisioning, monitoring, and troubleshooting
- Ensure the overall health and security of cloud environments by implementing best practices
- Administer and optimize AWS services
- Monitor system performance and provide proactive solutions to maintain service reliability
- Collaborate with IT teams to streamline cloud-based workflows and optimize infrastructure scalability
System Support Specialist
The Container Store
08.2021 - 11.2024
- Provided technical support for desktop, laptop, and mobile hardware/software issues across multiple platforms
- Managed and developed Amazon Connect call flows, ensuring seamless customer interactions and efficient call routing
- Implemented AWS solutions to enhance cloud-based support systems, optimizing system performance and scalability
- Provisioned and removed user access for various systems and applications using Active Directory and AWS IAM
- Delivered support for Amazon Connect, VOIP phone systems, MDMs, Microsoft 365, and other enterprise solutions
- Wrote technical documentation for troubleshooting guides and procedural standards, ensuring team access to up-to-date resources
- Provided ongoing training to users on new and existing technologies, including system maintenance and best practices
- Delivered after-hours on-call support, ensuring business continuity for IT operations
Resource Center Specialist (I.T. Help Desk)
The Container Store
08.2018
- Delivered first-level and second-level support for hardware, software, and application issues, utilizing remote desktop tools for swift resolution
- Diagnosed and resolved issues related to Windows, MacOS, and user applications, enhancing user productivity
- Ensured compliance with security policies, implementing password protection and ensuring secure access to systems
- Managed and tracked help desk tickets, maintaining clear documentation for each issue and its resolution
- Provided troubleshooting support for desktops, printers, and other office equipment, both remotely and in-person
Support Manager
Lowe's
04.2016 - 08.2018
- Managed the daily operations of the customer service department, ensuring quality support services were consistently met
- Oversaw the training and development of a team of 20+ employees, improving operational efficiency and customer satisfaction
- Handled complex customer service issues, ensuring swift resolution and maintaining high service standards
- Implemented technical support solutions, providing assistance with troubleshooting hardware and software issues for staff
- Developed and maintained accurate records related to employee performance, disciplinary actions, and attendance
- Collaborated with senior management on long-term planning and operational improvements, aligning business needs with support processes
- Coordinated staffing schedules, ensuring optimal coverage during peak traffic periods and high-demand seasons
Department Manager
Lowe's
03.2015 - 04.2016
- Led a team in delivering excellent customer service, focusing on efficient operations and strong employee collaboration
- Provided ongoing training to associates, emphasizing company culture and customer service excellence
- Supported departmental leadership with conflict resolution, inventory management, and overall store operations
- Acted as a key point of contact for troubleshooting and resolving technical issues, ensuring minimal downtime for team productivity
- Maintained inventory records and ensured that all products were available for customers, improving operational flow
- Collaborated with various teams to drive initiatives focused on safety, security, and customer satisfaction
Education
Bachelor of Science - Economics
Texas Tech University
Lubbock, TX12.2014
Skills
- AWS & Cloud Technologies
- Amazon Connect Administration & Development
- Technical Support
- System Configuration & Maintenance
- Active Directory & LDAP Management
- AWS IAM
- MDM Solutions (eg, Workspace One, SOTI)
- Microsoft 365 Administration
- Windows & MacOS Support
- Software Deployment & Imaging
- VOIP Phone Systems
- Troubleshooting & Diagnostics
- Audio/Visual Equipment Support
- Remote Desktop Solutions
- Help Desk & Ticketing Systems
- Training and Documentation
- PowerShell
- Critical Thinking
- Teamwork and collaboration
- Customer service
- Problem-solving
- Excellent communication
Certification
AWS Certified Cloud Practitioner – Foundational, 03/01/24, 03/01/27
Timeline
Associate Cloud Operations Administrator
The Container Store
11.2024 - Current
System Support Specialist
The Container Store
08.2021 - 11.2024
Resource Center Specialist (I.T. Help Desk)
The Container Store
08.2018
Support Manager
Lowe's
04.2016 - 08.2018
Department Manager
Lowe's
03.2015 - 04.2016
AWS Certified Cloud Practitioner – Foundational, 03/01/24, 03/01/27
Bachelor of Science - Economics
Texas Tech University
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