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.
• 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

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

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