Willie Smith Iii Email & Phone Number

West Palm Beach, Florida, United States

West Palm Beach, Florida, United States

North Carolina, United States

Utilized diagnostic techniques and pertinent questions to provide IT support to customers via phone and email, resulting in a 95% customer satisfaction rate. Managed the ticket handling process, driving ticket closure and performance metrics and ensuring customer satisfaction. Offered technical leadership to the team and organization, and successfully mentored new staff members in the mentorship program.

Florida, United States

Provided comprehensive technical support to employees as a site-to-site travel technician, troubleshooting issues and escalating as needed. Utilized the help desk ticketing system to effectively manage and document support. Applied remote control software to diagnose and troubleshoot Windows operating system issues. Demonstrated the ability to accurately listen and interpret device issues to ensure timely resolution.

Florida, United States

Acted as an Offline Customer Support Specialist, responsible for tasks that supported the financial, marketing, customer care, and sales goals for Charter Communications. Demonstrated the ability to efficiently complete offline tasks such as mailing statements, call logs, etc. to ensure customer satisfaction.

Provided ongoing internal and external customer support for system questions and problems, building, repairing, maintaining, and troubleshooting computer systems across different sites. Developed and communicated alternative workarounds for system defects until system solutions could be implemented. Demonstrated expertise in troubleshooting and resolving complex hardware, software, and operating system issues on various desktop and/or laptop devices. Performed administrative duties including status reporting, development, and self/peer/project assessments. Provided ongoing internal and external customer support for system questions and problems, building, repairing, maintaining, and troubleshooting computer systems across different sites. Developed and communicated alternative workarounds for system defects until system solutions could be implemented. Demonstrated expertise in troubleshooting and resolving complex hardware, software, and operating system issues on various desktop and/or laptop devices. Performed administrative duties including status reporting, development, and self/peer/project assessments. In addition to the above, I also have experience supporting the executive office as the back-up department analyst.

Bethlehem, Pennsylvania, United States

As a field/mobile technician, performed installation and management of operating systems including Microsoft Windows 2000, XP, Win 7, and setting up and troubleshooting networks to share files and Internet connections. Demonstrated the ability to build, repair, maintain, and troubleshoot computer systems for clients.