shawn williams

Mentored and trained several young students and ensured their safety while providing genuine feedback on their growth and care

* Contributed Additional Knowledge base to assist agents in troubleshooting and documenting DSL Modems. * Assisted Managers and Employees with unlocking and resetting passwords for Point of Sale and ADP Timesheet. * Troubleshooted Printers/Registers/Network Equipment for Justice, Lane Bryant, and Catherines Stores. * Provided High Quality Customer Service for Corporate Users and Store Managers. * Controlled Calls with an average of 30-40 calls a day with a 7 min handle time.

* Maintained deadline schedules for new product launch releases * Extensive customer experience with electronics and various technology including Smartphones, Tablets and Laptops * Troubleshoot photo lab equipment for defects and break/fix analysis with customers including Fuji and HP * Gave rock-solid customer support with new and existing phone technology for several brands, makes and models including Android, iOS and Windows Phone

* Performed PC Setup/Repairs on Laptops and Workstations running Windows XP/Windows 7/Windows 8/Windows 10/Mac * Assisted companies with technical support for issues with Microsoft software/ISP/Quickbooks/Printets/Email/VPN/Viruses and Malware using remote applications. * Full utilization of Active Directory. * Manage 65+ server backups on a daily basis. * Installation of hardware, mainly memory. * Migrated most of those backups from windows server backup to Veeam. * Installed and troubleshot Sophos including Intercept. * 24/7 on call for emergency needs * Wiring data cable. * Update and Maintain Sophos firewalls. * Manage and assign tickets to technicians. * Lead in product/software rollout. * Implement onboard procedure to new clients. * Escalation path for calls. * Administer FedEx shipments and Daily product distribution email to recipients. * Assist with field techs to implement our design and structure for equipment management and functionality. * Creating and administering Sopho licensing.

Activities and Societies: Basketball

Designed MS Access database infrastructure with T-SQL to track and maintain libraries of product information","Built front-end customer support website during educational training with HTML5 with image mapping","Created customer based website that utilizes HTML 4.0 and HTML5 with CSS3 to allow for ease of use and access","Built console applications utilizing C++ to gather workers input and provide feedback to track hours worked","In C++, designed a program to allow customers to enter yes or no on supplies to make a coffee order. When completed the application will display the price and ingredients of order."]