- Michael A. Williams has over 10 years of experience in technical support and IT roles, troubleshooting a wide range of hardware and software issues for customers. - He has strong skills in Windows operating systems, Microsoft Office, networking, Active Directory, and hardware installations. - His resume lists his work history including contracts with tech support companies helping customers with issues like software installations, network connectivity, printer setups, and remote desktop support.

1. MICHAEL A. WILLIAMS
RESUME
PROFESSIONAL SUMMARY
Consistently praised for communicatingeffectively with both technical and non-technical customers.
Known for excellent problem-solving skillsand patiencein dealingwith frustrated customers.
Able to effectively solveissues whilefollowingcompany guidelines and protocol.
TECHNICAL SUMMARY
Technical Troubleshooting: Software Installs,Phoneand OnlineSupport, User Training/Support
Hardware Configurations: LAN Connectivity, Client/Server Models, Customer Service, Problem
Diagnosis,Preventive Maintenance
Software: MS Exchange, MS Office(Word, Excel, Outlook); Lotus Notes, Instant
messagingsoftware; VPN Network applications,PC anywhere, Ultra
VNC, Windows 8,MicrosoftProject
Hardware: PCs, Laptops, Printers,Routers, Modems
Networking: LAN & VPN/Remote Connectivity, TCP/IP
Platforms: Windows Servers 2000,2003, Exchange Server, Citrix
PROFESSIONAL EXPERIENCE
Tech Support
Tech supportfor incomingcalls. Providingsupportfor a wide range of issues to include,network
connectivity with workstations servers and,printer issues to includeprinter installs,network printer and
local printer. Assisted customers via remote access.

2. Active Directory assistanceto includepassword resets,addingand removal of group members.
Able to restore user profileissues within a workstation by backingup and removing user profile,creating
new user profilewithin a Windows environment.
Hardware issues includingremovinghard drives,installinghard drives,removing and replacingvideo
cards etc. InstallingWindows 7 and Windows 8 operatingsystems.
Responsiblefor correctly routingNetwork outages and network connectivity issues for LAN and Wi-Fi.
Correspondence with Tier III and department Supervisors.
Installation of Dragon program in a medical setting
Tech supportfor incomingcalls. Providingsupportfor retail employees, corporate employees including
laptops,workstations,hardwareand software. VPN connectivity issues,printer issues.
Providingsupportfor printer installsand setup,and network connectivity.
Active Directory assistanceto includepassword resets,and platformsoftware issues.
Keeping detailed records of all callsusingServiceNow ticketing software.
Work with CRM Ticketingsystem and Salesforceticketingsystems.
Troubleshootingfor POS systems,Registers, Scanners usingWindows 7 operating system.
Responsiblefor correctly routingNetwork outages, network connectivity issues for LAN and Wi-Fi.
Ability Network Inc. – (Contract- Robert Half Company)
October 05, 2015 to December 31
IT Support Technician
Take in bound callsforms customers that fileclaims with payers or Insurance companies,also remote log
in to customers’computers and look at claims,and check for ICD 10 codes and ICD 9 codes. To make sure
that customers claimarefileright,send customers Test files to scanners to have their system Remap for
ICD10.

3. Threat Security (Contract – Modis)
July 15, 2015 to September 14, 2015
Consumer Support Technician
Take in bound calls and trouble Vipre Internet Security on customers’ computers,
check win sock and download viper on customers’ computers, Microsoft Office 365
helping customers with Word, Outlook, by running 360 security check doing scan for
viruses. Do remote login on customers’ computer, Also set up internet and web pages
via remote log in for customers.
Ceridian (Contract)
November 17 2014 thru January 15, 2015
IT Support Technician
My duties were to take incomingcalls asa payroll specialistand assistthem with different programs
likepayroll web, payroll latitudeand taxes and wages, Knowledge Base, CESA and we also used Blue-
Pumpkin, word, Excel, Help customer set up MS Outlook and Remote login.
Go to It Group
10/2014
It Technician
Upgraded IBM software on all Telxon’s guns,cash registers and laptops and servers in the Tampa bay
area,also reimagecash registers,and fix printers.Making sureoutlook was on all computers Check
missingkeys on all keyboards,verify devicehas all peripherals attached to preform pricecheck. Verify
device names and location per instruction Re-label if necessary.Verify if signaturepad has rotatingimage
and customer linedisplay sayswelcometo best buy, Test Monitors and Mouse. I updated windows 7
software on all scannersin stores madesure all printer were onlineand workingproperly print test page
on printer. I went bay a specification sheetthat I had to download a Holiday Health Check FY15, then print
out the scopecheck list.Then after every task I would have to report to IBM DOC Station.

4. VEREDUS (Contract Company Bay CareInc.) 01/2014-
04/2014
It Support Technician
Installed computers atvarious hospitalsalongwith programs.Run secure doc., set up MS Outlook And Set
up Dragon on computers ,set up so IBM 6262 impactprinter and set Vergence on computers and set
up Auto Login then deploy them to different departments for hospital personnel,also re-formatWindows
7 on computers.
COMPUTER TECHNICIAN-KNIGHTENTERPRISE 11/2011
– 5/2012
Tech Support
Tier II tech support taking incomingcallsprovidingsupportfor medical offices usingConcentra software
Printer installsand setup,provided technical supportfor printer installs and any issues associated with the
install as well as functionality issues.
Provided technical supportfor any and all connectivity issues associated with in the company Intranet.
Provided technical supportfor Laptop users outsideof Intranet environment.
Active Directory assistance,accountsetup, password resets, and platform software issues
Kept detailed records of all callsusingticketingsoftware
Provided technical supportfor residential customers
SMX STAFFING (JABIL CIRCUIT)

5. Universal Tester
05/2012-05/2013
I tested all Cisco Boards for the UCS Line
BuiltCisco servers and pinged them to make surethat they communicated with each other. I worked with
a team of employees on projects and solvecomputer testing issues.We had standard operating
procedures to go by daily,which were to build servers to customer’s specifications.
Cash America Pawn
11/2009 – 11/2011
Customer Service Associate
I assisted Customers in the process of receivingloans. I repaired all Storecomputers for sale
Processed customer loans
Repaired all storecomputers for sale
Repaired all customer computers
Such as computer virus cleanup
SELF EMPLOYED
2/2005-11/2009
Tech Support
Troubleshoot home users PC and software.
Replaced hardwareincludingbut not limited to memory, ram(sim, dimstick),and hard drives.
Created and managed filedirectories.
Hands on PC assembly and repair.
Identify and remove viruses;Protect systems from future infection.
Installed and upgraded Windows XP, Windows 2000,Windows Vista, and Windows 7.
Make sureall Microsoft2010 was workingincludingWord, Excel,Outlook and,PowerPoint.