William Gary Email & Phone Number

Indianapolis, Indiana, US

Los Angeles, California, US

I am responsible for overseeing all aspects of operations, including customer service, product development and management, strategy, technical support, social media management, and general administration. I function as a liaison between the business and various administrative tasks associated with the registration and management of musical rights data.

Tucson, AZ, US

• Provided expert-level troubleshooting and advisory support for Microsoft Teams Premium, ensuring seamless collaboration and productivity for users.
• Served as a liaison between Microsoft 365 administrators and the engineering team, facilitating effective communication and alignment on technical requirements and enhancements.
• Collected and relayed detailed technical logs and troubleshooting steps to the product team, providing valuable insights for resolving user experience issues promptly.

Tucson, AZ, US

Tucson, AZ, US

In this performance-based role I was the first point of contact for Microsoft Small and Midsized business customers and IT administrators. Handle complete case management and technical support for all of Microsoft 365 Business products and services through remote support via the phone and email. Had timely and efficient interaction with the clients.

Brookfield, CT, US

Mishawaka, Indiana, US

• Provided technical support for iOS devices, ensuring smooth operation and effective installation of Jamf applications.
• Resolved network issues, including accessing network closets.
• Diagnosed and repaired hardware issues for PCs and laptops, including the successful installation of new internal components.
• Set up and resolved issues with Cisco IP phones.
• Managed the setup and relocation of IT devices for users (MACs).
• Set up and deployed new desktops and laptops using SCCM.

Los Angeles, California, US

Brandon, Florida, US

• Received inbound technical support calls from internal clients and external vendors
• Provided technical support for client operating systems (Windows 10) and company issued iPhones
• Imaged desktops and laptop computers for new employees and vendors using SCCM.
• Managed Computers and Users in Active Directory
• Handled Move-Add-Changes for company employees.
• Provided technical for the Cisco telephone system and Jabber

Tampa, Florida, US

• Received inbound technical support calls from external clients
• Provided technical support for client operating systems (Windows 7, Windows 8/8.1/Windows 10)
• Documented and worked problem tickets in the Connect Wise ticketing system
• Setup users in Active Directory and identified and resolved AD issues
• Setup and modified accounts in Microsoft Exchange 2010 and Office 365
• Provided support for Microsoft Office Suite and Microsoft Online Services (Sharepoint, OneDrive for Business, Dynamics CRM)

New York, US

Assisting with the roll-out of the enhance encoding algorithm for all the Radio Stations.Assisted with preparing the smart media (Smart Card, USB) with the encoding software.Labeling the Smart Card, USB mediasAssisted with inventory management (Check-Ins/Outs) of EncodersMade Outbound calls to Radio stations to verify contact information for the CBET.

• Answered 25+ inbound call some internal and external customer regarding technical issues
• Documented details of all calls into the Service Now Ticketing system.
• Followed-up on tickets to check on status and provide additional assistant to ensure satisfactory resolution,
• Handled all calls according to documented process and procedures which was accessible via Knowledge Base
• Monitored systems alarms via Halcyon & Solarwinds.
• Checked supported facilities network via Fluke & Solarwinds

Tampa, Florida, US

Field incoming requests from end users via telephone, e-mail or other established Support channelsDocument all relevant information, including name, department, contact information, and nature of issue, troubleshooting steps taken, and resolution.Troubleshoot POS systems (Printers, Terminals, Table Wait System)Verified configuration settings for POS menus.

Charlotte, North Carolina, US

Created, documented, and routed tickets in Remedy & Service Now ticketing systems.Supported internal employees with technical issues via Chat, email, and web tickets.Escalated issues to the appropriate teams for resolutionSupported Windows 7, Windows XP workstations; Heavy emphasis on offline filesAssisted vendors with virtual applications and machines.

New York, NY, US

Monitors alarms in monitoring tool (Orion)Troubleshoot ticket workarounds & resolution ownershipManagement of critical outage informationNotify proper groups of issues for resolutionFacilitate necessary parties communications to resolve outstanding issuesDeliver excellence in customer service through situation analysis and timely resolve of escalating.

Multimedia technical support(Video, VOIP, Data) for major satellite and cable companies. Contacted business partners on customer’s behalf to resolve issue with related service.Educated customer on DVR features and functions.Assisted client with connecting satellite service to their televisionTroubleshoot internet connectivity issuesAssisted clients with.

New York, NY, US

Provided technical support to chase employees & vendorsProvided technical support via IM, email, and over the phoneEducated internal employees and vendors of policies & procedures to request access to company applications and systemsMapped Network drives & printers to client workstationsAssisted users with resolving basic Microsoft Office issuesConfigured.

Jacksonville, FL, US

In-bound call center enviroment.Eighty to one hundred calls a day.Achieves a monthly average handle time of three minutes. Achieves ninety five percent schedule adherence.Assist customers with questions regarding declined checks.Educate the customer on what needs to be done to rectify the situation. Provides check & credit card authorizations for major.

Answered 80% of in-bound technical support calls within a sixty second time framed Verified warranty information and authorized claims per terms and conditions of service contractsUpdated contract information and documented all communications with customer in the I-Series (AS400/Main Frame)Effectively and professionally communicated with customers.

Chicago, Illinois, US

Provided training to crew and supported shift managers Supervised overnight shift staff Worked in a team environment to accomplish tasks and goalsComply with federal/local health and safety regulationsControlled & managed food/supplies inventoriesOperated cash register, collected and paymentsPrepared cash registers for crew useExcelled at multi-tasking and.

Information Technology

Certificates Of Completions