NATHAN WILLIAMS
8812 N. Rockwell Dr.  Oklahoma City, OK 73132  (405) 514-7664  n.g.williams2101@gmail.com
https://www.l...
NA TH A N W IL LIAMS Phone: (405) 514-7664  Page 2
DELL – OKLAHOMA CITY, OK
IT Service Desk Technician, March 2013 to Nov...
NA TH A N W IL LIAMS Phone: (405) 514-7664  Page 3
Responsibilities:
 Managed all records of customers
 Client relation...
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Nathan_Williams Resume_REVISED_2_2015

Published on: Mar 3, 2016
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Transcripts - Nathan_Williams Resume_REVISED_2_2015

  • 1. NATHAN WILLIAMS 8812 N. Rockwell Dr.  Oklahoma City, OK 73132  (405) 514-7664  n.g.williams2101@gmail.com https://www.linkedin.com/in/nathan-williams-703b0763 IT PROF E SSI ONAL  I am aspiring to obtain a role as a Network Operations Center (NOC) Technician in order to begin my career in IT Network Infrastructure. I am very versatile, I adapt quickly, and I excel with hands-on, break-fix and root cause analysis. I am skilledat proactive detection, isolation anddiagnosis of network faults. I have strong leadershipskills with the ability to interact within a team environment along with the ability to communicate effectively cross-organizations. I have an extensive background in IT Technical Service Desk environment providing support to international and national companies. Well versed in diagnosing, troubleshooting and resolving client issues in many areas such as hardware maintenance, installations andupgrades and problem isolation. Experiencedin a technical operation services providing exceptional and effective service alongside technical and non-technical staff. IT SKILLS Troubleshooting and remote support End-user and agent training and support Scheduled Maintenance Client Relationship Management Root Cause Analysis Multitasking System Implementation Detailed Documentation TCP/IP VPN/Ethernet/Routers PLATFORMS – HARDWARE - APPLICATIONS Windows XP Windows 7 Windows 8/8.1 Windows 10 Windows 2007 Server Windows 2003 Server Mac Blackberry/iPhone/Android Desktop Hardware Printers Laptop Hardware Peripherals Switches/Hubs/Routers Mobile Devices Ethernet VoIP Microsoft Office Norton/McAfee Adobe VMWare VPN – Juniper/Cisco Citrix Google Services Active Directory/Group Policy PROFESSIONAL EXPERIENCE DELL SERVICES FEDERAL GOVERNMENT – OKLAHOMA CITY, OK IT Service Desk Technician, November 2014 to Present (Public Trust Clearance) The duties of this job include supporting Government Services Administration’ employees with their IT issues: mobile device, desktop support, remote support, Microsoft Office, Active Directory, Google services, various proprietary software, andmuch more; the scope is undefined. We are m easuredby our Average Handle Time, First Call Resolve Ratio, and Quality Audits. Responsibilities:  Provide remote desktop support for GSA employees  Troubleshooting and problem isolation  Resolution implementation  Working closely with second and third tier resolution groups  Documentation of all technical issues and steps taken  Create, respond to, escalate, and open tickets
  • 2. NA TH A N W IL LIAMS Phone: (405) 514-7664  Page 2 DELL – OKLAHOMA CITY, OK IT Service Desk Technician, March 2013 to November 2014 As a Dell Technical Support Associate taking calls from Boeing users to troubleshoot their technical issues, where boundaries aren't set for our customers, is our main priority. We are constantly striving to do better by improving our stats such as our customer satisfaction, our call resolve ratio, and our handle time average. Responsibilities:  Provide tier 2 and specialized support to agents and end users  Provide telephone support for Boeing  Troubleshooting  Diagnosing  Resolution  Documentation of all technical issues  Create, respond to, escalate and close tickets Projects:  HEROs program: Train outlying tenured and new agents on how to improve in their environment  New Hire Mentor: Coaching and teaching new agents  Back-up Team Lead: In depth coaching of teams of agents consisting of ~15 agents. This includes data processing of how they are improving, setting goals and following up, doing audits, feedbacks, andother miscellaneous projects handeddown from upper management.  ShiftLefte2e: This end-to-end project entails a select few people to innovate processes on Dell's Boeing account. Duties include trending data over time in order to find the most impacting processes we face in our environment. After data is found, we work to shift the processes over to the customer in various ways to consequently save money, increase productivity, and make the resolution closer to the customer APEX SYSTEMS, INC – OKLAHOMA CITY, OK 6TH, largest IT firm in the US Onsite with Dell, Inc. IT Help Desk Technician, July 2012 to March 2013 Provide technical support for one of Dell’s largest clients Boeing servicing their employees andensuring proper maintenance of workstations, printers, and peripherals. Responsibilities:  Provide telephone support for Boeing  Troubleshooting  Diagnosing  Resolution  Documentation of all technical issues  Create, respond to, escalate and close tickets  1.5 program training new hires on internal systems and procedures CRUTCHO CREEK FARMS– MIDWEST CITY, OK Sod Company – 405-740-8901 Account Executive, May, 2011 to July, 2012 Provide over-the-topcustomer service to clients. Manage records of customers, andmanage upkeepof records seasonally. Manage priorities, directions, and people working the job. Work on software/hardware issues with small, local IT systems.
  • 3. NA TH A N W IL LIAMS Phone: (405) 514-7664  Page 3 Responsibilities:  Managed all records of customers  Client relationships  Daily records  Sod Harvesting/Distribution  IT Support  Microsoft Windows user profile and hardware profile repair / rebuilds  Hardware upgrades and replacements: HDD, Optical drives, RAM  Software troubleshooting: Microsoft Office, Windows XP/7, Mac, Linux, Adobe, Java, etc EDUCATION/CERTIFICATIONS/ ADDITIONAL EXPERIENCE  CompTIA A+ Certification  ITILv3 Foundation  HDI Customer Service Representative  2008 – Present: Built and maintained custom desktop systems. Repaired personal/friend/family computers as freelance.  Currently working towards CCNA/RS  Active Public Trust clearance AWARDS AND RECOGNITION  Dell Champion Award – Apr. 2014 – Awarded by Michael Dell (CEO and Founder)  #1 Universal Agent (1) – Aug. 2013 – Awarded by Jeremy Garman (Dell Senior Manager)  #1 Universal Agent (2) – Dec. 2013 – Awarded by Jeremy Garman (Dell Senior Manager)  Q1 FY'15 On-the-Spot Award – May 2014 – Awarded by Aaron Lyon (Dell Manager)  Team Player Award – July 2013 – Awarded by John S. Bailey (Dell Senior Manager)  Best Customer Survey – August 2012 – Awarded by John S. Baily (Dell Senior Manager)

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