Drew Williams has over 5 years of experience in various help desk and desktop support roles. He has strong skills in Microsoft Office, troubleshooting hardware and software issues, and remote access solutions like Citrix, UltraVNC, and LogMeIn Rescue. Williams currently works as a Help Desk Specialist providing remote support to law firms. Previously he has experience managing assets, mobile devices, and performing daily desktop support. He holds a CompTIA A+ certification and training in IT troubleshooting, software development, and systems administration.

1. Drew Williams
Chicago, Illinois • 312-273-2560 • wdrew94@yahoo.com
Skills
 Software: Microsoft Office (Excel, Word, PowerPoint, SharePoint & Outlook), Oracle-based Systems
 Hardware: Troubleshooting, Upgrading, Dismantling Machines and Reassembling Machines
 Certification(s): CompTia Strata
 Interpersonal: Superior Communication Skills, Group Leadership, & Role Delegation
Experience
Keno Kozie – Help Desk Specialist – Chicago, IL July 2015- Present
 Remote support of law firms both foreign and domestic using various remote access solutions.
 Usage of remote access solutions including UltraVNC, Cisco, Citrix, LogMeIn Rescue, and SCCM.
 Support of Citrix products including Citrix Receiver, XenApp, XenDesktop and XenClient.
 Daily ticketing across many platforms such as Heat, Spiceworks, Cherwell, Footprints, etc.
 Active Directory management and administration.
Marsh & McLennan Companies – Desktop Support – Chicago, IL January 2015- August 2015
 Daily usage of CA ticketing system to provide prompt local technology support to 600+ colleagues.
 Onboarding new technology equipment from manufacturer’s purchase orders into asset tracking
software monthly..
 Mobile device management of corporate BlackBerry and iPhone devices, including setup and
confidential data wiping via MobileIron and Good Mobile applications.
 McAfee Endpoint Encryption and Host Intrusion Prevention services supported.
 System builds as delegated by company standards to deploy fully functional, encrypted machines.
Northern Trust Company – C&IS Central Servicing Intern – Chicago, IL June 2010- July 2011
 Tier 1 tech support and MS Office assistance provided to colleagues as needed on a daily basis.
 Daily clerical support given to a team consisting of 100+ financial investment managers.
 Compiled schematics, presentations, and lists of misc. wire transfers to present to clients monthly.
Education
Year Up / Harold Washington College - Chicago, IL September 2014- July 2015
Information Technology Training
 Skills learned cover troubleshooting computer hardware and software, as well as an introduction to
HTML, CSS, JavaScript, SQL, system imaging, and Remote Desktop Clients.
 Relevant courses toward Computer Science degree include: Computer Information Systems, Business
Communications, and Professional Development.