Sunil Williams is a technical services manager with over 15 years of experience in healthcare IT customer support. He has a track record of successfully leading technical support teams and improving procedural efficiency. His experience includes managing helpdesks, ensuring customer satisfaction and service level agreements are met, conducting training, and transitioning support teams remotely. He aims to strengthen technical expertise, optimize support organizations, and meet customer needs.

1. SUNIL WILLIAMS
Raleigh NC 27614 • (919)977-4594• sunilwilliams03@gmail.com
https://www.linkedin.com/in/sunilwilliams
TECHNICAL SERVICES MANAGER
Improved Procedural Efficiency
Customer support manager with trackrecordof successfully leading IT support teamsin healthcare industry. Strengthen
technical expertise, optimize support organizations, and meet customer Service Level Agreement (SLA) requirements.
Develop client relations, improving customer satisfaction and feedback.
Key areas of expertise include:
Process Improvement ¦ Leadership ¦ Client Relations ¦ Customer Service ¦End user and Internal Training ¦ Helpdesk
Procedures ¦Application Administration ¦ Project Management
TECHNICAL SKILLS
Software Experience: Windows server – multiple versions , LANDesk, Novell Netware, Active Directory, MS SQL,
Microsoft Exchange, GroupWise, Remedy, Citrix, SMS, VMWare, MS Office, CRM Ondemand, Salesforce CRM, Remedy,
IVR systems, Sharepoint.
Hardware Experience: Networked servers, PCs, printers and scanners
EXPERIENCE
Allscripts Healthcare, Raleigh, NC November2008 – May 2015
Technical Services Manager- South Region (January 2015 – May 2015)
Led team of 13 technical support representatives for organizationthat delivers healthcareIT solutions throughout
North America, Europe and Australia. Provided technical guidance to employees across multiple product lines.
• Aided in improving and ensuring excellent customer support performance by:
◦ Managing daily staff functions, including:
▪ Defining helpdesk procedures, conducting performance reviews, constructing regularand on-call
schedules, approving PTO requests, and conducting bi-weekly 1:1 reviews.
◦ Reviewing technician's performance metrics via Salesforce, monitoring sapience data, and reviewing
recorded call interactions.
• Worked with clients, ensuring customer satisfaction, which also included client visits, direct escalations,
monthly status calls, and phone call follow up to every negativecustomer satisfaction score.
◦ Managing Severity 1 calls on down systems
Technical Services Manager- Patient Flow (November 2008- January 2015)
Provided technical leadership to staff, performing remote support of hospital bed tracking software running in
networked environments on Windows/SQL platform.
• Attained minimal disruption to production environments, developing schedules and strategiesfor conducting
upgrades and deploying service packs.
• Ensured quick resolution for clients, following up on escalatedcases.
• Achieved 1st successful implementation of newly formalized response procedures that met SLA by leading
staff of 6.
• Enhanced procedural effectiveness, providing measurement and allowing team to make relevant adjustments
to service delivery.
◦ Educated staff regarding existing requirements, defined goals for response time and first call resolution,
and implemented performance metrics.
◦ Improved accuracyand timeliness of response time by developing MS Access client database containing
technical information regarding hospital IT environments and how to gain access.

2. Sunil Williams
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• Conducted external group training sessions of 15 or more individuals, working with hospital IT and nursing
informatics staff via webinars and phone conferences.
• Supported employee engagement by defining staff schedules, facilitating adequate helpdesk coverage.
• Provided seamless integration, working with companywide group, implementing new case management tools
(Salesforce and CRM Ondemand).
• Transitioned staff from Connecticut based office to remote support - all done continuously with no negative
effect on client experience.
• On-boarded and managedIndia based employees, providing week-day /24 hour support to clients (‘follow the
sun’ coverage).
ACS HealthcareSolutions, Cheshire, CT March 2005– November2008
Customer Care Manager (September 2007 - November2008)
Managed over 20 helpdesk staff including employee reviews and staffing schedules. Managed support of Level 1
offshore helpdesk (training, hiring, and ensuring quality).
• Confirmed standards were being upheld, achieving strict SLAs for client problem resolution by meeting with
site personnel, understanding needs, and offering tangible support.
• Avoided costly penalties for formerly under-performing group. Reassigned employees, developed strong
relationships with formerly dissatisfied client, and worked with on-site staff regarding application delivery.
• Improved processes by developing helpdesk strategiesfor implementation, delivering training, and resolving
network, hardware, software, and other issues.
• Led buildup of Level 1 offshore helpdesk, building high performance teamwith strong technical knowledge,
delivering on-site training, providing management and technical guidance to offshore managers, and serving
as US liaison to group.
Computer Care Team Coach – Level II Support (June 2006 – September 2007)
Supervised over 10 helpdesk staff including employee reviews with manager. Served as primary point of escalation
for priority issues.
• Guaranteedproper communication with staff by attending weekly meeting with site personnel.
• Confirmed SLAs were met by viewing daily reports and providing on call availability to team 24 x7x 365.
• Served as super-user for Remedy implementation team, delivering training, collecting data for fields, and
providing feedback regarding functionality and efficient application design.
Computer Care Support Engineer (March 2005 – June 2006)
Troubleshoot/ resolved computer hardwareand software issues via phone support for multiple hospital organizations.
Trained new employees on procedures and policies for specific customer sites. Assisted team lead in work order
creation and other procedural requirements.
EDUCATION
Bachelorof Science (BS) in Technical Management, DeVry University, IL
February 2010, 4.0 GPA – Dean’s List, Summa cum laude
Associatein Computer Science (AS), Tunxis Community College, Farmington, CT
(Honors) May 2004, Dean’sList