Benita Williams Email & Phone Number

United States

United States

United States

United States

Provided IT support, training, and troubleshooting services to Clubessential (CE) Office Suites and Point of Sale (POS) software/hardware. Assist in web-related IT support services focusing on DNS, SSL, Cloudflare, Name Servers, and SQL database. • Installed, troubleshot, trained, and assisted in the use of CE products; researched extensively and documented customer software and technical issues while providing customer service • Accepted, responded to, followed, updated, and completed escalated support cases; provided feedback to upper-level management and lower-tier teams• Assisted in planning, dissemination, and creation of pertinent information to lower-tier team members; identified more efficient policies for case management• Assisted with implementation of new hosted clients by configuring printers, user accounts, configuring and shipping firewalls, working with local IT to set up firewalls, and assisting implementation staff when on – site • Assisted in the creation of VPNs, firewalls, virtual machines, Bomgar connections/administration, and instructional documentation of these processes• Troubleshot and resolved high – level technical issues such as slowness of servers/environments, printing issues, application issues/errors, credit card readers, TCP / IP devices, and others as prescribed• Executed/aided in client-server migrations or upgrades• Designed and managed cloud backup solutions and configured, installed, and troubleshot firewall configurations for on-premise customers• Supported implementation team on client kick-off calls and ad hoc client inquiries, partnering with interdepartmental teams and third-party vendors• Documented, planned, and executed recovery for ransomware or other client security issues • Helped manage hosted environment servers, including updates, patches, and monitoring; worked to deploy and support Bomgar for on-premise installations• Helped manage DNS, name server, SSL/TLS, and SQL database changes

United States

Installed, troubleshot, trained, and assisted in use of CE products and provided support for all CE Office Suites products; utilized SQL database usage for product corrections.• Focused on hardware setup, troubleshot for POS software operations and payment aspects of CE software; resolved issues in a timely manner according to company guidelines • Identified developmental bugs, escalating issues to the appropriate Development Teams; communicated with other departments and third – party companies for complete customer satisfaction and case tracking • Prioritized and completed tasks while maintaining a friendly atmosphere with coworkers and clients; participated in active listening and multitasking• Established and created training sessions with lower tier teammates to increase individual employee value; identified more efficient policies for case management • Created instructional documentation for employee and client training

United States

Provided support and service for all CE products with a focus in Office / Accounting software.• Installed, troubleshot, trained, and assisted in use of CE products; accepted, responded to, followed, updated, and completed phone and email support cases• Focused on hardware setup and troubleshooting for POS software operations, documented interactions while providing customer service, escalating issues to the appropriate IT Tiers• Communicated with other departments for complete customer satisfaction and case tracking• Created instructional documentation for employee and client training

United States

InternshipProvided the educational department with an Office and POS based troubleshooting knowledge base for use by current employees and for future employee training. • Created instructional design enhancement for New Hire Training; conducted large – scale learning analysis to assess training effectiveness• Uploaded instructional material and knowledge-based articles to hosted platform for team dissemination; met with team and managerial staff for status updates, progress checks, and additional information• Followed template rules during data input

Blue Ash, Ohio

Provided technical support and service for all CE products with a focus in Office (Accounting) software.• Served as first point of contact for incoming support and service requests, prioritizing phone calls, voicemails, and emails; listened actively and assessed client needs to provide effective, value – added solutions • Provided Level I support and services for all Clubessential products including website, office, reservations, CRM, mobile menu, and apps• Utilized tools, software, and technology to solve problems across multiple company functions to troubleshot and resolve client issues promptly

Navarre, Fl

Managed, maintained, and repaired multiple systems simultaneously. • Maintained, updated, restored / backed up, and controlled user accounts on Windows Server 2012 R2; supported all phases of the cloud based system experience • Served as website administrator, software manager, email manager / administrator, IT customer service manager; prepared instructional IT user training • Installed, troubleshot, and assisted in use of Microsoft Office suites; troubleshot and escalated issues to the appropriate IT Tiers• Maintained updates, security settings, software, backup / restore, troubleshooting, and mapping drives for Windows 7, 8, and 10• Researched technological purchases, contributing to planning the deployment process and installing hardware; prepared for natural disasters, effectively preventing IT infrastructure damage • Served as primary point of contact for the majority of IT related conversations with third party companies

Master Of Education - Med, Technology Leadership, 3.94

Activities and Societies: Virtual Educator Certification awarded August 2019 Instructional Design & Technology Certificate awarded August.

Bachelor Of Science - Bs, Information Engineering Technology, 3.57

Activities and Societies: Technology Systems Support Certification awarded May 2017 Intelligence Analysis Certification awarded May 2017.

Associate Of Science - As

Activities and Societies: Phi Theta Kappa Honor Society, Student Government Association