Kevin Williams Email & Phone Number

Woodinville, Washington, United States

Seattle, Washington, United States

Greater Seattle Area

Redmond, Washington

Redmond, Wa

Greater Seattle Area

As a Hardware Technician, I have been responsible for preforming service calls to assist in the maintenance and upkeep of various, customer owned and purchased IT environments as well as supporting QS/1 supplied hardware and software. In the performance of these tasks, I have had to repair customer equipment from a wide, multi-platform environment as well as support software issues on client machines and QS/1 application server machines. I am also responsible for maintaining inventory in the office and ordering replacement parts and devices as needed to ensure that we are prepared to support our customers. I have also, though not within the scope of my job responsibilities, assist customers with running data and phone lines as well as punch down and terminated phone lines to a customer provided PBX. I have run cat5e network drops to assist on site IT staff in getting new pharmacies up and running in addition to being on site for new pharmacy “live dates.” In the short time that I have been working in the Seattle field office, I have received several glowing reviews and compliments on my professionalism and technical aptitude and was featured in QS/1 company newsletter due to a customer’s email.

Louisville, Kentucky Area

As a Help Desk Analyst, I was responsible for taking inbound calls and creating tickets in the Numara Footprints system from ResCare employees all over the country, working to resolve a wide variety of computer related issues. These issues ranged in complexity from simple password reset calls to more elaborate computer and network related issues such as no network connectivity for entire ResCare offices. In addition, I also assisted with new user account creation in Active Directory and also assisted in the installation and configuration of new ResCare offices via remote support software. In addition to that, I also assisted with issues with Citrix Hosted Applications as well as a range of proprietary applications. During new site setups, I assisted users in getting their Cisco ASA 5505 network appliances running as well as creating file system hierarchies and network shares on Microsoft Server 2010, configuring network printers and writing simple scripts to map network drives and printers. During my time with ResCare, I won several awards for my customer service and troubleshooting skill as well as the ResCare Quality Way MVP award for 2013.

Louisville, Kentucky Area

As Operations Manager, I was responsible for performing site surveys with members of the sales team to assess the network infrastructures of prospective customers and determine what equipment would be needed to support VoIP Telephony systems. Once the client decided on Bluegrass.Net Voice as their VoIP provider, I would order the necessary network equipment, which usually consisted of Cisco Catalyst PoE Switches in addition to Polycom IP handsets, as well as configuring a proprietary server running CentOS 5.5 and Asterisk PBX software. I also assisted with configuring the Catalysts with a separate VLAN for the IP phones to provide with an added layer of security as well as separate the VoIP traffic from the primary network traffic to help alleviate any potential issues caused by network saturation by either traffic. I also facilitated the transfer of their phone numbers to a new SIP trunk in a timely manner to ensure that there was no phone system downtime. I also assisted in supporting our legacy customers with trouble issues ranging from testing and re-punching POTS lines to troubleshooting DSL lines.

Louisville, Kentucky Area

As a Travel Technician, I was tasked with being sent to newly acquired nursing homes and hospitals to assist with refreshing computer systems by installing new computer systems and cascading any computer systems that were not too far out of date to ensure that the oldest computers were sent back to be retired. In accordance with HIPAA policy, we removed the hard drives of the older computers and shipped them back separately. During the new technology implementation process, I would ensure that the user’s data have been backed up and restored to the new computer and verify that all data was present.

Louisville, Kentucky Area

While working as an AppleCare Advisor, I was responsible for taking inbound calls from Apple customers, specifically iPhone users and logging trouble tickets in Apple’s proprietary service management system. I assisted users with a wide array of problems with their devices, ranging from usage questions to more in-depth troubleshooting of the Apple iOS on the device itself. In supporting Apple’s iPhone, I also had to be knowledgeable with not only the mobile OS but also iTunes as well. I moved to the CPU department and began supporting MacBooks, iMacs, and MacBook Pro systems as well as Mac OS X Leopard and Snow Leopard. Due to Apple policy, all of this was done without any remote support software, requiring patience and excellent troubleshooting and customer service abilities.

Frankfort, Kentucky

As a Tier II Technician, I was responsible for several small departments in the Sower Blvd laboratory complex, assisted in resolve file access issues via Active Directory as well as distribution lists. I also completed assigned Remedy trouble tickets and troubleshot various specialized and unique systems for the Newborn Screening and Radiation Health labs as well as the Biohazard Terrorism Response unit. I also assisted in installing XP on newly purchased computer systems in accordance with CHFS policies and procedures.