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.

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.

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.

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.

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.

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.

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.

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.

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.

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