Philip Williams Email & Phone Number

Peachtree Corners, GA, US

Atlanta, Georgia, United States

• Worked with Linux Mint OS and its terminal command-line system
• Worked with Icinga network monitoring applications for over 600 sites
• Used Network command lines to create, adjust and verify network configurations via SSH
• Worked with SIP and various VOIP systems and used Asterisk to monitor VOIP calling and Handset setups
• Worked with Unifi, TP-Link D-Link and Netgear switches between 5 to 48 ports
• Assisted with Security surveillance DVR/NVR systems

Alpharetta, Georgia, United States

• Supported internal employees across the world with setting up user accounts, resetting passwords, provisioning applications, and troubleshooting hardware.
• Worked with Active Directory, Salesforce Ticketing System, Cisco Jabber Soft Phones, Microsoft Office Applications, VMWare Horizon VDI and Bitlocker.
• Average around 10 to 20 calls a night supporting users.
• Maintained 90% or higher of First Call Resolutions (FCR)
• Used remote access tools with users including Bomgar, Microsoft Teams, and CyberArk.
• Managed high security profiles by secure verification process, Symantec VIP tokens, One Time PINs (OTP), and Voice Voucher from Full Time Active Employees.

Sandy Springs, Georgia, United States

• Worked with Cisco Meraki to troubleshoot Cisco Switches and assist restaurants with layer 1 troubleshooting and forwarded information to Comcast Business.
• Assisted site techs with copper cabling for restaurant patch panels, switches, routers, wireless access points, firewalls and with hardware installation. Worked with Fortinet and Sonicwall firewalls.
• Excels in customer service, empathy, and satisfactory solutions by leading in positive customer response
• Assisted customers and associates with securing and giving access to accounts using Active Directory, Workday, Oracle, and Microsoft Office.
• Worked with high priority teams responsible for leading corporate stores to upgrade to PAR software using HP and Dell equipment.
• Worked with procurement along with Managers to investigate problematic hardware and replace equipment

Dunwoody, GA

Apart of my time with Inspire Brands. This was a separate project lasting half of a year.Part of project team rolling out the new PAR POS systems for all corporate Arby's restaurant locations.

Marietta, GA

• Service Desk Analyst
• Supported 8,000 new users on technical issues related to hardware, applications, and systems
• Received 40 – 50 inbound calls for Tier 1 Support for 5 new hospitals that implemented a new EHR (Electronic Health System) for EPIC
• Answer inbound calls pertaining to “How To” instructions for EPIC system
• Maintain calls within an average 8-minute talk time with a 30 second or less average speed to answer and stay within a less than 3% call abandonment rate as a team
• Verified user pertinent information, when necessary, when authenticating a user’s profile.

San Marcos, TX

• Assisted Frontier DSL/ Fios/ POTS customers with layer 1 troubleshooting and tech appointments for network resolution.
• Performed troubleshooting techniques over the phone or via web messenger to identify and resolve network and email issues.
• Kept customers updated on issues and made follow-up calls or communication in a timely manner.

Hampton, Georgia