ERIC WILLIAMS
Ramona
Summary
Seasoned Technical Support Supervisor with substantial knowledge in managing technical support teams, resolving complex IT issues and improving customer satisfaction rates. Possess strong leadership skills, adept at training staff and streamlining processes for improved efficiency. Demonstrated ability to implement strategic IT solutions that meet company objectives and drive growth. Known for fostering team collaboration, enhancing system stability, and advancing continuous process improvement. System Administrator with broad experience in managing server infrastructures and data-center operations across multiple platforms. Skilled in implementing, troubleshooting, maintaining, and assisting large user groups. Strong innovator who understands how to balance business needs with technology solutions resulting in improved systems efficiency. Successfully reduced downtime and improved system availability through proactive maintenance and performance monitoring. Reliable IT Help Desk Technician with substantial background in providing technical assistance and support for issues related to computer systems, software, and hardware. Strong capability in troubleshooting and resolving technical problems, maintaining documentation of all system issues promptly and accurately. Demonstrated ability to communicate complex information to non-technical staff effectively while also having improved overall customer satisfaction ratings during tenure in previous roles.
Overview
20
20
years of professional experience
Work History
Technical Support Supervisor
US NAVY, USS MAKIN ISLAND
SAN DIEGO
02.2023 - Current
- Resolved issues efficiently through strong problem-solving skills, enhancing operational effectiveness.
- Collaborated with other departments to resolve complex customer inquiries or complaints.
- Contributed innovative solutions to improve team performance and project outcomes.
- Identified customer needs promptly, ensuring timely service delivery.
- Prioritized tasks effectively to meet service goals and deadlines.
- Collaborated in team environments to boost workplace productivity.
- Conducted system analysis and testing to identify and address technical inefficiencies.
- Maintained updated databases with accurate information.
- Executed software testing to guarantee quality and reliability.
IT Systems Administrator/IT Help Desk Technician
US Navy
VARIOUS
10.2005 - 10.2022
- Planned upgrades and replacements of existing systems within budget constraints and available resources.
- Configured switches, routers, and wireless access points following best practice guidelines.
- Created user accounts with appropriate privileges per organizational policies.
- Ensured compliance with industry standards for information security and privacy regulations.
- Assisted in development of disaster recovery plans for catastrophic operational disruptions.
- Provided technical support for users on hardware, software, and networking issues.
- Developed backup procedures to safeguard data security and integrity.
- Maintained inventory of all IT assets, including hardware and software licenses.
- Installed and configured new hardware, software and peripheral devices.
- Documented all help desk activities including customer inquiries, resolutions, system configurations.
- Collaborated with other departments to ensure alignment between business objectives and technology initiatives.
- Investigated security incidents utilizing log files from servers and devices.
- Provided technical support to internal customers in a timely manner.
- Maintained inventory of IT equipment and supplies.
- Managed inventory of IT equipment such as laptops, printers, routers.
Education
Bachelor of Science - INFORMATION SYSTEM
University of Maryland Global Campus
Hyattsville, MD05-2016
Associate of Arts - Information And Computer Systems
Coastline Community College
Fountain Valley, CA05-2008
Associate of Science - Business Management
Coastline Community College
Fountain Valley, CA05-2008
Skills
- System analysis and troubleshooting
- IT compliance and recovery
- Software testing and quality assurance
- Customer relationship management
- Network support and technical assistance
- IT asset management
- Data backup strategies
- Effective communication
- Team collaboration
- Remote support and user guidance
- System diagnostics and technical troubleshooting
- Mobile device support
- IT documentation
- Wireless networking and printer setup
- LAN/WAN management
References
References available upon request.
Timeline
Technical Support Supervisor
US NAVY, USS MAKIN ISLAND
02.2023 - Current
IT Systems Administrator/IT Help Desk Technician
US Navy
10.2005 - 10.2022
Bachelor of Science - INFORMATION SYSTEM
University of Maryland Global Campus
Associate of Arts - Information And Computer Systems
Coastline Community College
Associate of Science - Business Management
Coastline Community College
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