NATHAN W ILLIAMS (405) 514-7664 n.g.williams2101@gmail.com

IT PROFESSIONAL Obtain a role as a Network Operations Center (NOC) Technician. I am very versatile, I adapt quickly, and I excel with

hands-on and break-fix along with root cause analysis. I am skilled at proactive detection, isolation and diagnosis of network faults. I have strong leadership skills 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 PC and client/service tech support to a worldwide company. Experience in diagnosing, troubleshooting and resolving client issues in many areas such as hardware maintenance, installations and upgrades. Experienced in a technical call center operation providing exceptional service effectively with technical and non-technical staff.

IT SKILLS

Troubleshooting and remote support

End-user and agent training and support

Scheduled MaintenanceClient Relationship Management

Root Cause AnalysisMultitaskingSystem ImplementationDetailed Documentation TCP/IPVPN/Ethernet/Routers

PLATFORMS – HARDWARE - APPLICATIONS

Windows XPWindows 7Windows 8/8.1Windows 10Windows 2007 ServerWindows 2003 ServerMacBlackberry/iPhone/Android

Desktop HardwarePrintersLaptop HardwarePeripheralsSwitches/Hubs/RoutersMobile DevicesEthernetVoIP

Microsoft OfficeNorton/McAfeeAdobeVMWareVPN – Juniper/CiscoCitrixGoogle ServicesActive Directory/Group Policy

PROFESSIONAL EXPERIENCE

NTT DATA CORP (FORMERLY DSFG) – OKLAHOMA CITY, OKSCA II – It Service Desk – Department of Labor (DOL), January 2016 to Present

This Service Desk applies fundamental concepts, processes, practices and procedures on technical assignments. Manage incidents, problems, and service request while using government standard implementation of Remdy 7.6. Support user requests, support tickets for automated alerts and outage/incidents. Proactively monitor Automated Call Disruption (ACD) calls, incidents and service requests work flows, processes and queues to immediately identify and address performance issues that may impact the delivery of services to Users.

Responsibilities:

Troubleshoot basic network connectivity to end devices using windows commands such as ipconfig, tracert, ping, nslookup, etc to isolate problems

Hardware problem isolation and triage to onsite technicians for remediation Configure and troubleshoot software such as Microsoft Office, Microsoft Exchange, Java, Adobe,

Citrix, Cisco, etc along with 100+ proprietary softwares through the Enterprise Manage user accounts, machine accounts, and security groups via Active Directory Manage user accounts in Microsoft Exchange environment Mobile device support including iPhone, Blackberry, Windows, iPad Limited support of Linux OS and RHEL Citrix XenServer troubleshooting and management Use of Group Policy to manage system access and permissions Use of centralized services or manual configurations for setting up imaging devices such as printers,

scanners, fax machines Work within regedit to completely remove software or identify certain infections of computers assuming

approved antivirus software does not find issues Use Remedy ticketting system to work tickets within an Enterprise environment Work closely with queue managers, field technicians, and tier 3 support groups over a national

geographic area to resolve end user issues and requests Seldom work on projects for data reporting to identify trends among the Service Desk Work e-mails which come in from customer's and respond appropriately Designated VIP Support for upper Department of Labor employees

DELL SERVICES FEDERAL GOVERNMENT (DSFG) – OKLAHOMA CITY, OKSCA II – It Service Desk – General Services Administration (GSA) , November 2014 to January 2016

The duties of this job include supporting Federal and contractor employees with their IT issues: mobile device, desktop support, remote support, Microsoft Office, Active Directory, Google services, various proprietary software, and much more; the scope is undefined. We are measured by 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

DELL – BOEING ACCOUNT– OKLAHOMA CITY, OKIT 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, and other miscellaneous projects handed down 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/BOEING (ONSITE AT DELL) – OKLAHOMA CITY, OKIT Help Desk Technician, July 2012 to March 2013

Provide technical support for one of Dell’s largest clients Boeing servicing their employees and ensuring 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, OKAccount Executive, May, 2011 to July, 2012

Provide over-the-top customer service to clients. Manage records of customers, and managed upkeep of records seasonally. Manage priorities, directions, and people working the job. Work on software/hardware issues with local IT systems.

Responsibilities:

Managed all records of customers Client relationships Daily records Sod Harvesting/Distribution IT Support Microsoft Windows users profile and hardware profile repair/rebuilds Hardware upgrades and replacments : 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

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) On the Spot Award for Outstanding performance– February 2017 – Awarded by Jennifer Dickens