Raphael Williams Email & Phone Number

Greater Atlanta Area

▪ Responds to the internal/external customer needs by providing repair, installation, upgrade and preventive maintenance activity on tissue diagnostic IVD devices. These devices contain a large amount of electro-mechanical, pneumatic, systems as well as computer hardware and software.▪ Contact customers in a timely manner and schedules service efficiently.▪ Document time and expenses in a timely manner as required in SAP and other means as requested by manager.▪ Responsive to customer requests for service and communicate proactively before, during and after service.▪ Maintain Agilent's customer service reputation by complying with all corporate policies and procedures.▪ Proficient in IT terminology such as IP addresses, Windows Server Environment, and firewalls, etc.

Atlanta, Georgia, United States

Norcross, Ga

Perform field and factory repair, installations, preventative maintenance, help desk support and field support on analytical biochemistry instruments to ensure systems are consistently maintained and serviced. · Troubleshoot, repair and maintain at least two product lines of instruments to board and discrete component level of sub-assemblies either in-house or at customer site.· Provides help desk telephone support to customers on at least two product lines.· Prepares detailed service reports and expense reports.· Coordinates travel Domestic and Internationally to customer sites to install, repair or maintain customer equipment.· Maintains an accurate accounting of all parts and tools used in the repair, maintenance or installation of instruments.· Very familiar with OSHA safety practices. Perform field and factory repair, installations, preventative maintenance, help desk support and field support on analytical biochemistry instruments to ensure systems are consistently maintained and serviced. · Troubleshoots, repairs and maintains at least two product lines of instruments to board and discrete component level of sub-assemblies either in-house or at customer site.· Provides help desk telephone support to customers on at least two product lines.· Prepares detailed service reports and expense reports.· Coordinates travel Domestic and Internationally to customer sites to install, repair or maintain customer equipment.· Maintains an accurate accounting of all parts and tools used in the repair, maintenance or installation of instruments.· Very familiar with OSHA safety practices.

Greater Atlanta Area

Perform onsite emergency & preventive maintenance on equipment within an assigned area. Work with and escalate any issues to our Management/Support/Parts team to expedite the resolution of any equipment or customer issues. Provides a communication link between the customer and the company to help ensure that effective service is provided to the customer. Repair, adjust and calibrate Multivendor product line. Check voicemail/Email throughout the workday to retrieve any messages. Maintain contact with customers. Call all customers with pending service calls to inform them of your status and to give them an estimated time of arrival (eta). This call must be made within the guidelines of the Field Operating Procedures manual regarding Mission Critical/Non-Mission Critical calls. Call customer before any scheduled eta is missed to reschedule your eta.

Greater Atlanta Area

(Contract) Travel to different sites Repairing & Troubleshooting Lenovo/IBM hardware & software

Greater Atlanta Area

Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network.Resolve Network switch and connectivity issues.Collaborate with development staff to recreate problems in the test environment.Verify issue resolution on the customer’s behalf.Verify with the customer that the issue has been resolved and update the ticketing system.Interface with infrastructure, database, and development personnel

Following the standard Help Desk operating procedures, apart from accurately logging all the Help Desk contacts.Manages and updates Help Desk Tickets BMC Remedy AR System.Troubleshoots problems with computer systems, to resolve to issue with software or hardware.Creates and updates the user account using the Active Directory, includes resetting passwords or added users to the particular groups.Mandatory to respond to the queries from the callers and the walk-ins, apart from remotely assisting the staff, with technology problems in the offices.Required to clean, modify and repair computer hardware including monitors, keyboard and printers so that they work in perfect conditionWorking with Support Service team to research and document problem resolutions.

Studied methods of improving work measurements or performance standards.Maintained, assist, and implement instruction as a resource person to teachers and students.Studied management methods in order to improve workflow, simplify reporting procedures.Compiled, store, and retrieve management data, using computer.Directed services, such as maintenance, repair, supplies, mail, and files.Effective communication, interpersonal, and leadership skills to meet or exceed the goals of an organization.

Master Of Business Administration - Mba, Project Management

Bachelor, Electronic Engineering Technology

Associate Of Applied Science, Electronics Computer Technology