William Weeks Email & Phone Number

Remote

Personal Technology Expert - April 2010-June 2013Provided remote tech support for customers' computers, as well as remote diagnosis and repair of in-store computers for various clients. Received calls and online chats from customers, providing a range of services from simple device setups to virus removal.Business Technology Expert - June 2013-November 2014Provided remote tech support for business customers' computers and networks. Received calls and online chats from customers, providing a range of services from simple device setups to virus removal.Contact Center Helpdesk - November 2014-November 2015Provided internal tech support for company employees as well as managed system outages that affected the company. Assisted agents with installation of new software, performed troubleshooting to establish problems and resolve them. Developed familiarity with ticketing systems.Command Center Analyst - November 2015 - January 2018Manage staffing and scheduling for a call center of 500+ agents and 30+ supervisors.Determine staffing needs for future periods and adjust in real-time to meet needs.Manage call systems during outages of various systems.IT Support Specialist - January 2018 - October 2022Provided internal support for experts with software issues.Acted as liaison between company and business partners during critical outages.Created and maintained documentation for policies and procedures.

Yorba Linda, Ca

Managed Local computer network and assembly/production line for an aviation real-time monitoring company. Managed a small network of a server and 15 computers. Developed familiarity with FAA compliance procedures and documentation for a certified repair station.