Tyler Williams Email & Phone Number

Santa Clara, California, United States

As a Technical Support Engineer in the payments industry, I assist clients with API integrations, ACH/Debit/Credit payment issues (returns, declines, chargebacks, reconciliation and settlement), custom report creation and more. I consistently collaborate with cross-functional teams, including Finance, Compliance, Product, Engineering and Customer Success, to ensure seamless communication regarding payment accounts, risk-related declines, pricing plans, and partner integrations. With the help of tools like Jira, Confluence, and Zendesk, I am able to effectively navigate internal and external interactions with the product. My proficiency with payment platforms like PayPal, Venmo, CashApp, and ApplePay allows me to provide robust support for diverse client payment flows. Additionally, I identify system friction points, propose solutions, and submit product enhancement tickets to the Product team, contributing to the continuous improvement of the platform.I leverage tools like Looker, Splunk, and generative AI-based solutions to expedite technical analysis and resolution of client issues, ensuring efficient and effective support delivery. In collaboration with Product, I refined our release notes process to streamline communication of product changes across the company, enhancing internal workflows and knowledge sharing.Part of my role includes managing periodic on-call duties and handling after-hours escalations that may be attributed to disruption of client systems. I frequently contribute to our Knowledge Base and recently refined the product release notes process to add fluidity to the dissemination of product changes for the company.

Charlottesville, Va

Luminary DroneWorks is an innovative aerial imaging company based in Charlottesville, Virginia, offering high-quality drone photography and videography services to businesses and individuals in the Central, VA region. We leverage cutting-edge drone technology and skilled pilots to capture stunning visuals from unique perspectives, catering to diverse needs such as real estate marketing, event documentation, construction progress tracking, agricultural surveys, and creative content production. With a commitment to client satisfaction and professionalism, our aim is to provide complete solutions at a competitive price that will leave a lasting impression. Our team consist of only highly trained FAA Certified Remote Pilot's, which underscores our priority of safety when supporting your drone-specific needs. At Luminary DroneWorks, we believe in creativity and innovation, which is why we strive to provide bespoke packages tailored to your specific requirements.

Reston, Virginia

As a Technical Support Specialist at FranConnect, I played a pivotal role in managing and resolving internal and external incidents by providing expert-level support and customer service. I was responsible for diagnosing complex technical product issues, resolving or escalating them through ZenDesk and Jira tickets to Product and Engineering teams, ensuring fast and efficient issue resolution. I frequently served as a liaison between customers and developers, working to determine root cause analysis (RCA) and distinguishing functional deficiencies from product defects. With strong analytical and problem-solving skills, including proficiency in tools like Jira, ZenDesk, and Confluence, I consistently worked to enhance customer satisfaction and internal efficiency.One of the more satisfying aspects of my role was identifying micro trends in system defects, enabling the Product and Engineering teams to patch issues swiftly or add product functionality enhancements to the backlog. I was also responsible for ensuring follow-up communications with end users met defined Service Level Agreements (SLAs) and support policies.I proactively worked to maintain customer relationships by initiating conference calls with Directors and Development teams as needed, ensuring stakeholders were aligned on issue resolution. I also played a key role in process improvement, contributing to the Knowledge Base (KB) library in Confluence and developing an incident tag tracking log for trend analysis and RCA efficiency.Happy to have had assisted in a seamless transition following an acquisition, facilitating the merging of support teams to ensure continuity of service.

Falls Church, Virginia

After transitioning to a new role, I played a crucial part in analyzing and resolving system functionality deficiencies and data integrity gaps. My primary focus was on relieving system friction and ensuring the quality of data, which directly impacted the overall productivity of the organization.I developed customized dashboards and operational reports, providing key insights into ERP data for teams across the organization, including Sales, Marketing, and executive management. These reports empowered decision-makers with actionable data, improving visibility into performance metrics and operational efficiency.As part of my role, I actively troubleshot and resolved performance issues and platform bugs on the NetSuite ERP system. By identifying and addressing reporting errors and integration malfunctions through the content management system (CMS), I helped maintain excellent Service Level Agreement (SLA) resolution times.

Washington D.C. Metro Area

At Tax Analysts, I provided Level I and II technical support to customers and subscribers of "Tax Notes", ensuring swift resolution of issues and maintaining strong customer relationships. I developed and optimized systems to handle both internal and external support requests, improving response times and overall client satisfaction.As a liaison between clients and IT teams, I facilitated effective communication, translating customer needs into actionable technical requirements. I also supported Senior Developers by providing structured input from clients, contributing to projects that evolved and improved system processes.My consultative approach allowed me to add value to clients by offering expert advice on available services, new product offerings, and pricing, while proactively exploring their business needs and opportunities for growth. This helped strengthen client relationships and ensure long-term retention.I also recorded and maintained subscription and registration data in the company’s CRM system, ensuring accuracy and efficiency in customer service management. Through my combined expertise in technical support and customer relationship management, I played a vital role in enhancing user experience and operational effectiveness.

Rockville, Maryland

Consulted on hardware and software systems, repairs, additions and upgrades, as well as completing on-boarding and off-boarding processes for employees. I identified, triaged and resolved technical problems for end-users when required, redirecting issues to other appropriate Information Systems team members for resolution. When needed, I provided general user training and/or support on installed applications as required. Tasked with co-responsibility for security, confidentiality and non-disclosure for entire Information Systems, all company intellectual property, forms, processes, procedures, development ideas, strategy, focus, lessons learned, by way of limiting access (both physically and technologically), issuing and protecting passwords

Washington, District Of Columbia

• Provided insightful advice and friendly, hands-on technical support to Apple customers in need• Triaged and diagnosed product issues on the spot, explaining situations with patience and empathy• Determined whether an issue needed physical repair or if a replacement was a necessary option, offering solutions to quickly get users up and running again while maintaining data integrity• Frequently multitasked with several varying issues while staying cognizant of time demands • Adapted to the ever growing Tech industry by fervently pursuing and providing training to myself and colleagues

Arlington, Virginia

• Helped customers get quick, efficient support — developing strong, positive relationships with Apple• Quickly assessed situations using knowledge of current Apple technology to help with iPod, iPhone, and iPad devices• Provided personal training for new customers, helping them acquire the basic skills they needed to get started on photo, video, and music projects.

Arlington, Virginia

• Focused on uncovering customers’ needs, and then following through with enlightening solutions• Consistently advised customers in the correct product choice as well as selling and even setting up their new products• Maintained visual merchandising, for product launches and quarterly marketing changes.

Washington, District Of Columbia

• Provided Mac, Windows, iOS device, Physical and Wireless Networking support• Worked with ITSM (IT System Management) systems, updating Incident and Request information in a concise manner• Performed Tier I, Tier II support via phone, email and remote management applications• Managed and prioritized the work assigned to a work queue in the ITSM application (ServiceNow)• Followed standard operating procedures, properly routing tickets per the escalation matrix

Arlington, Virginia, United States

Observed, corrected and input reference data for customers and associates pertaining to billing information and follow-up reports.Frequently created and maintained an orderly and accurate database for customer information and client reports.Consistently mailed letters to uphold account support and customer service.

Fairfax, Virginia

Effectively served as the Subject Matter Expert (SME) and Device Specialist for Verizon Equipment & Technology.Performed equipment repair and troubleshooting of communication equipment for customers.Increased store equipment sales by five (5) percent by demonstrating excellent knowledge of Verizon technology and employing excellent customer service skills to customers.Lowered device return and churn rate by 15%Proficient in NetAce computing software, which enables business to easily process transaction as well as input reference information.

Managed imaging, solar compatibility, and power sourcing components in a project to develop and launch a payload that contains several experiments to the edge of space. This mission was flown on board the High Altitude Student Platform (HASP) sponsored by Louisiana State University (LSU) andNASA Balloon Program Office (BPO) in conjunction with University of Maryland EasternShore (UMES).

Provided onsite desktop support, training for administrative offices and personnel.Developed strong professional relationships with administrative staff. Analyzed short/long-term business strategies and clearly communicated customer requirements (both verbally and in writing) to senior IT management.Served as client interface and technical consultant for over one hundred fifty (150) clients to understand business needs and translate needs into approaches that resulted in effective and efficient business intelligent solutions. Collected and gathered client requirements for computing needs.Serviced desktops, laptops, and projectors for students and faculty.Performed new computer installations, burn-ins and responsible for network (WAN/LAN) administrations & management.Troubleshot and resolved LAN network issues including IP configuration issues and made determination of network topography to enable optimum performance.Performed server maintenance which included hardware installation.

Designed and built numerous websites using HTML, XHTML, Dreamweaver, and JavaScript.Performed computer repair and general software maintenance.

Master Of Engineering - Meng, Engineering Management, 4.0

Bachelor Of Science - Bs, Hawk Institute For Space Sciences: Aviation Sciences

Academy Of Information Technology