L. Cassandra Williams is an experienced IT professional seeking a help desk support role. She has a background in providing customer support, end-user desktop support, troubleshooting, installations, and computer maintenance. Williams has several years of experience in help desk and customer support roles for various companies, including Amtrak, Equifax, IBM, and Lenovo. She has skills in areas such as remote support, Active Directory, password resets, Office 365, and software and network troubleshooting.

1. L. CASSANDRA WILLIAMS
ATLANTA, GA, L.CASSANDRA.WILLIAMS@GMAIL.COM
SUMMARY
Experienced and knowledgeable Information Technology Professional seeking to contribute training and acquired skills within
a Help Desk support role. Skilled in providing Customer Support and End-User Desktop Support. Works well independently, or
in a group setting providing all facets of computer help desk supportsuch as troubleshooting,installations,and maintenance .
EDUCATION
ASSOCIATES, INFORMATION SECURITY/BUSINESS MANAGEMENT LINCOLN COLLEGE of TECHNOLOGY MARIETTA, GA 05/2016
 3.89 GPA
TECHNICAL DIPLOMA, COMPUTER NETWORKING OMNITECH INSTITUTE TUCKER, GA 08/2005
 3.75 GPA
EXPERIENCE
4/04/2016 TO 11/15/2016
SERVICE DESK AMTRAK ATLANTA, GA
 REMOTE INSTALLATION
 REMOTE SUPPORT
 ACTIVE DIRECTORY SUPPORT
 PASSWORD RESET
 TICKET CREATION
 KNOWLEDGE BASE TRAINING
 SECURITY ACCESS SUPPORT
 OFFICE 365 EMAIL CREATION
 OFFICE 365 TROUBLESHOOTING
8/24/2014 TO 3/17/2015
EXTERNSHIP
 ACCESS POINT SETUP
 MINI PC HARD DRIVE INSTALLATION
 ACTIVE DIRECTORY CONFIGURATION
 VIRUS REMOVAL
 NETWORK SETUP
 TROUBLESHOOT EQUIPMENT FOR REPAIR
 PRODUCE SPREADSHEETS
 EQUIPMENT INVENTORY
8/15/2013 TO 9/27/2013 HERITAGE CAPITAL SERVICES ATLANTA, GA
DATA ENTRY
 Verified account information to be entered
 Gathered information and confirm data to be entered
 Entered 215 files per day
 Typing 45 wpm
 Research information for accuracy
11/4/2011 TO 5/17/2012 RANDSTAD MARIETTA, GA
ADMINISTRATIVE SUPPORT-RANDSTAD CORPORATE-WIPRO
 Remote maintenance to onsite end users
 Provided security access to new-hires
 Password reset
 Received inbound calls for password resets and application installations
 Set up payroll and provided branch support
 Knowledge of relevant call tracking application and documentation
 Broadband support and technical support

2. 11/10/2008 TO 3/17/2009 MANPOWER PROFESSIONAL ATLANTA, GA
CUSTOMER SUPPORT/HELP DESK ANALYST-EQUIFAX
 Remote log-in assistance
 Account management
 Register clients for business security
 Token Key login reset
 Knowledge of relevant call tracking application and documentation
 Product support
 Troubleshoot software and installation
7/8/2006 TO 6/24/2008 CGS ATLANTA, GA
HELP DESK/TIER I, II/SOFTWARE/ WIRELESS SUPPORT-IBM/LENOVO
 Troubleshot LAN and WAN connections
 Provided software support (Microsoft office, Outlook, Wireless applications. OS)
 Knowledge of relevant call tracking application and documentation
 Resolved issues on first call or routed to department
 Provided email support and call back support
 Assisted with escalation calls for level 3 support
 Took ownership of calls until a resolution was provided