Charles A. Williams Email & Phone Number

Raleigh, North Carolina, United States

United States

Morrisville, North Carolina

Raleigh, North Carolina

Provide remote and onsite support and resolution for complex technical issuesInstall, configure, administer, and monitor systemsImplement pro-active monitoring for better availability and performanceValidate the architecture and use cases of 2ndWatch, Microsoft and Amazon services in the customer support cyclePerform regular security reviews, document systems, processes, and proceduresStrong intellectual and service operations depth, coupled with effective executive presence… Show more Provide remote and onsite support and resolution for complex technical issuesInstall, configure, administer, and monitor systemsImplement pro-active monitoring for better availability and performanceValidate the architecture and use cases of 2ndWatch, Microsoft and Amazon services in the customer support cyclePerform regular security reviews, document systems, processes, and proceduresStrong intellectual and service operations depth, coupled with effective executive presence and a communication style that conveys expertise and instills confidenceIdentify and act quickly on opportunities to enhance customer experienceStrong customer-centric mindset and ability to build and maintain strong, collaborative and effective relationships internally and externallyAssuring effective communication to customer stakeholders in the event of a service disruption, degradation or outage to make sure that they receive the latest updates as our operations teams work to restore full serviceContinuously improve your skills, product expertise, and knowledge on related technical topicsStay current with system information, changes and updatesEnsure that our applications and infrastructure are designed and implemented to the highest security standards thus maintaining and enhancing customer trust Show less

Morrisville, Nc

Provide quality customer service over the phone.Meet all expected departmental goals consistently.Ensure that phones are answered in a timely and professional manner and in accordance with company policies and procedures.Support Sales Department in handling new subscriber orders, account inquiries, and other tasks as assigned.Support Customer Service Department for tasks as assigned.Follow up with customers on canceled installations, changes of service, field checks… Show more Provide quality customer service over the phone.Meet all expected departmental goals consistently.Ensure that phones are answered in a timely and professional manner and in accordance with company policies and procedures.Support Sales Department in handling new subscriber orders, account inquiries, and other tasks as assigned.Support Customer Service Department for tasks as assigned.Follow up with customers on canceled installations, changes of service, field checks, etc.Attend all meetings and trainings.Performs other duties as assignedSuccess in selling Time Warner Cable products and services to achieve monthly revenue and sales quotas in Video, Data, and Phone through proactive consultative needs analysis with new and existing customers including development of client eccentric product solutions. Attempted to sell on every call regardless of the customer’s initial reason for calling, such as billing calls, service calls and complaint calls.Enhanced the customer experience by speaking with customers by telephone to provide information about products or services, enter orders, transfer services or escalate complaintsServes as expert and educator to customers on all Time Warner Cable products, services, and packages along with competitor’s offerings.Navigates and uses various databases and applications to accurately and quickly capture, maintain, and retrieve records of customer transactions, inquiries, complaints, or comments, as well as actions taken. Maintains call and data entry accuracy levels that meet department expectations.Enhanced the customer experience by speaking with customers by telephone to provide information about products or services, enter orders, transfer services or escalate complaints. Serves as expert and educator to customers on all Spectrum products, services and packages along with competitor’s offeringsOrganize work and time to ensure delivery of results and display a strong work ethic. Show less

Raleigh-Durham, North Carolina Area

• Collaborate with a global team of analyst to provide 24x7 IT support for voice, computer, and mobile platforms• Support internal Cisco employee issues that include Active Directory, Linux/Unix file systems, Mac OS X, and Microsoft Windows by using internal documentation compiled on IWE• Investigate and resolve authentication issue regarding NIS/NIS+ Configure, maintain, and troubleshoot VNC connections• Document best practices and record customer interactions using… Show more • Collaborate with a global team of analyst to provide 24x7 IT support for voice, computer, and mobile platforms• Support internal Cisco employee issues that include Active Directory, Linux/Unix file systems, Mac OS X, and Microsoft Windows by using internal documentation compiled on IWE• Investigate and resolve authentication issue regarding NIS/NIS+ Configure, maintain, and troubleshoot VNC connections• Document best practices and record customer interactions using BMC Remedy Incident Management Show less

Provide Global Level 2 Desktop Support for over 15,000 applicationsTier 2 Phone support to remote users and remote sitesMonitor call queues for break/fix and request calls Monitor closed calls to be sure that satisfactory resolutions are being providedProvide customer service resolutions or status for inquires or service escalationsAttend weekly status meetingsProvide feedback to Help Desk Manager on level 1 techniciansProficient in Remedy 7, Webex, Windows 7, and… Show more Provide Global Level 2 Desktop Support for over 15,000 applicationsTier 2 Phone support to remote users and remote sitesMonitor call queues for break/fix and request calls Monitor closed calls to be sure that satisfactory resolutions are being providedProvide customer service resolutions or status for inquires or service escalationsAttend weekly status meetingsProvide feedback to Help Desk Manager on level 1 techniciansProficient in Remedy 7, Webex, Windows 7, and Microsoft XP ProfessionalProvide feedback to Help Desk Manager on level 2 junior techniciansAdvanced troubleshooting skills for desktops and laptops, O/S software, office suites, email as well as remote user support, VPN. In depth knowledge of network protocols. Excellent customer service skills. Self-motivated and multitasking. Show less

sales floor activities. Manage associates by setting forth and executing expectations for the consumer. Manage all areas of employees including employee development and marketing. Enforce company policies. Assist consumers via telephone and walk-in with questions and information. Ensuring each consumer is paired with the appropriate sales associate for assistance when needed. Present employees with a supportive management and company environment attitude. Counsel and coach staff as needed.

Monitor sales floor activities. Manage associates by setting forth and executing expectations for the consumer. Manage all areas of employees including employee development and marketing. Assist consumers via telephone and walk-in with questions and information.

Satisfy the transportation needs of vehicle purchasers by assisting customers in selecting a vehicle, explaining product performance and describing all optional equipment available for customer purchase. Provide test drives to all prospects. Utilize dealership sales control and follow-up system; knowing and understanding the federal, state, and local laws which govern retail automobile sales. Establish personal income goals that are consistent with dealership standards of productivity… Show more Satisfy the transportation needs of vehicle purchasers by assisting customers in selecting a vehicle, explaining product performance and describing all optional equipment available for customer purchase. Provide test drives to all prospects. Utilize dealership sales control and follow-up system; knowing and understanding the federal, state, and local laws which govern retail automobile sales. Establish personal income goals that are consistent with dealership standards of productivity, and devise a strategy to meet those goals.Attend product and sales training courses as requested by sales manager. Turned 100 percent of closed deals to finance and insurance manager, along with properly completed paperwork (insurance information, trade title, etc.). Show less

• Analyze and evaluate loan document requests and underwriting approvals to effectively create legal and compliant loan documents for commercial, agri-business and small business administration real estate and non-real estate loans for customers with credit exposures exceeding $500,000. • Responsible for ensuring that bank policies and state and federal laws and regulations are followed and applied accurately and fairly to documents created for three banks maintaining branches (390) in five… Show more • Analyze and evaluate loan document requests and underwriting approvals to effectively create legal and compliant loan documents for commercial, agri-business and small business administration real estate and non-real estate loans for customers with credit exposures exceeding $500,000. • Responsible for ensuring that bank policies and state and federal laws and regulations are followed and applied accurately and fairly to documents created for three banks maintaining branches (390) in five states. • Analyze loan document requests and underwriting approvals to verify accuracy and adequacy of information such as borrowing entity and borrower address, loan disbursement and payment dates, rate, repayment structure, fees, grantor, guarantor, collateral, and credit life and hazard insurance information. Show less

Analyze and evaluate loan document requests and underwriting approvals to effectively create legal and compliant loan documents for commercial, agri-business and small business administration real estate and non-real estate loans for customers with credit exposures exceeding $500,000. Responsible for ensuring that bank policies and state and federal laws and regulations are followed and applied accurately and fairly to documents created for three banks maintaining branches (390) in five… Show more Analyze and evaluate loan document requests and underwriting approvals to effectively create legal and compliant loan documents for commercial, agri-business and small business administration real estate and non-real estate loans for customers with credit exposures exceeding $500,000. Responsible for ensuring that bank policies and state and federal laws and regulations are followed and applied accurately and fairly to documents created for three banks maintaining branches (390) in five states. Analyze loan document requests and underwriting approvals to verify accuracy and adequacy of information such as borrowing entity and borrower address, loan disbursement and payment dates, rate, repayment structure, fees, grantor, guarantor, collateral, and credit life and hazard insurance information. Show less

Used document create software, create and transmit legal and compliant real estate and non-real estate loan packages to sales associates within the service goals of the department. Communicate with sales associates and underwriters to resolve any inconsistencies between the loan approval and the loan request form. Explain and resolve any policy violations, omissions or errors that would impair legal enforceability. Research and evaluate policy manuals and memos to maintain a… Show more Used document create software, create and transmit legal and compliant real estate and non-real estate loan packages to sales associates within the service goals of the department. Communicate with sales associates and underwriters to resolve any inconsistencies between the loan approval and the loan request form. Explain and resolve any policy violations, omissions or errors that would impair legal enforceability. Research and evaluate policy manuals and memos to maintain a thorough and current knowledge of multi-state and federal laws/regulations, lending related laws in five states and credit policies for three banks. Show less

Processed applications for businesses, real estate and non-real estate, titles, possessory, and unsecured loans; provided customer service for the branch's loan officers and assist loan officers with any questions they had.

Cisco Certified Network Associate

Currently enrolled to obtain a CCNA certification

Information Technology/Computer Science

Criminal Justice

Information Technology/Computer Science