Mark Williams Email & Phone Number

Baltimore, Md, Us

Rolling Meadows, Il, Us

- Acts as a point of contact for telephone calls, emails and self-service tickets from both internal and external customers regarding IT issues, queries and requests- Determines root cause and provides accurate, creative, and timely solutions to ensure customer productivity. Provides a basic level of hardware troubleshooting, repair and installation on specified products to customers- Maintained a high degree of integrity and exceptional communication, customer service for all support queries, adhering to all service management principles and protocols- Diligently follows standard Service Desk operating procedures; accurately logged all service desk contacts using the Incident Management tracking software (Remedy)- Adapts to constantly changing call volume and remain productive during idle time- Multitasks in a fast paced Service Desk environment with clients/internal customers while maintaining patience and professionalism at all times- Supports, troubleshoots and maintains various IT Network resources/devices for customers such as laptops/desktops, virtual desktops, IP Cisco Phones, Verba Recording Software, Aruba Remote Devices, proprietary software, etc- Creating workflows to automate processes

New York, New York, Us

- Imaging PCs for new/current employees-Creating users within Google Admin/placing them in the proper Organizational Units-Inventory management of hardware-Archiving emails-Account lockouts/Password resets

Hunt Valley, Maryland, Us

- Imaging PCs for new/current employees- Creating users within Active Directory/placing them in the proper Organizational Units- Inventory management of hardware and software- Setting up current/new users workstations (PC, IP phones, monitors)- Exporting outlook maiboxes to .psts-Basic networking

Seattle, Wa, Us

Basic break/fix repair on hp laptops (screen replacements, ram upgrades, keyboard replacements, etc)Imaging PCs for new/current employeesTroubleshooting Thermal printer issuesKeeping track of inventory and ordering equipment as neededTroubleshooting mobile cart issues

Chicago, Il, Us

Troubleshooting and documenting client’s software, hardware, and/or VPN connectivity issues within a 12-minute timeframe in a high volume call center environment Unlocking accounts and resetting passwords through Active DirectoryProvisioning software RSA tokens to clients so that they can authenticate to the company VPNConfiguring phone numbers for clients through the Skype for Business ServerRebuilding Citrix profiles for clients to have remote access to company resources

Boca Raton, Florida, Us

Runs PC check upsAssesses customer’s needs and makes recommendations on what would be best for themProvides exemplary customer servicePrinting servicesTroubleshooting printer issues

Serving Clients Across The Us, Us

Imaging, configuring, and delivering computersDeploying Cisco phonesAssisting in the deployment of new software and software updatesAnswering helpdesk calls to assist end-users and escalating issues when necessaryDocumenting procedures for end users when needed Troubleshooting hardware/software issuesConfiguring FTP sitesAssisting with inventoryBasic break/fix repair for PCs and laptops (upgrading ram, swapping out hard drives, swapping batteries, etc.)

Us

Operated heavy machineryLifted objects 50+ lbs.Organized merchandise

San Diego, Ca, Us

Provided exemplary customer serviceFaxed, printed, and scanned documentsSorted, packaged and shipped parcels/documents

Deerfield, Il, Us

Provided exemplary customer servicePrinted photos and took passport photos

Lewisville, Texas, Us

Product sampling Marketing

Associate'S Degree, Information Technology

Education record

Information Technology