Open to opportunities

Adam Williams

@adamwilliams

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Versatile technical support agent with over 10 years of experience.

United States

Message

What I'm looking for

I am looking for a role that values teamwork and offers opportunities for professional growth in a dynamic environment.

I am a versatile technical support agent with over 10 years of experience in troubleshooting and resolving hardware and software issues. My role at Insperity involves documenting specific and concise notes for every call while collaborating with my team to ensure success and address any unreported networking issues. My attention to detail and critical thinking skills have been instrumental in providing effective support to employees.

Previously, I worked as a Service Delivery Specialist at OnePath / Genesis Networks, where I assisted field engineers and verified work to meet SLAs. I documented detailed information on completed tasks and supported project managers in managing multiple ongoing sites efficiently. My experience as a Team Lead at Momentum Telecom allowed me to enhance my leadership skills by monitoring agents, creating resources for easier access to information, and updating training modules.

Experience

Work history, roles, and key accomplishments

Current

Service Desk

Current

Insperity

Sep 2022 - Present (2 years 9 months)

Troubleshot employee hardware and software issues, documenting specific and concise notes for every call. Collaborated within a team to ensure collective success and awareness of unreported networking issues.

Troubleshooting Hardware Software Networking Teamwork Documentation

Service Delivery Specialist

OnePath / Genesis Networks

Jun 2016 - Jan 2021 (4 years 7 months)

Assisted and troubleshot with field engineers, verifying work met SLAs through quality assurance. Supported Project Managers in managing multiple ongoing sites, ensuring efficient and effective completion of work scopes.

Troubleshooting Quality Assurance SLA Management Project Coordination Field Engineering Documentation

Team Lead

Momentum Telecom

Nov 2014 - Jun 2016 (1 year 7 months)

Managed supervisor calls, created daily reports, and monitored agent phone states. Developed a Google Sites page to streamline information access and updated training modules to adapt to a changing environment.

Team Leadership Reporting Google Sites Training Communication

Tier 1 and Tier 2 Support Agent

Momentum Telecom

Jul 2010 - Nov 2014 (4 years 4 months)

Provided troubleshooting for Tier 1, Tier 2, and Business Accounts, resolving internet connectivity, email, and VOIP issues. Guided customers with limited technical knowledge, ensuring a comfortable and effective resolution process.

Troubleshooting Email Support VoIP Customer Service Technical Support

Education

Degrees, certifications, and relevant coursework

Kennesaw State University

Bachelor of Science, American History

Activities and societies: Research Papers, Power Point Presentations, Study Abroad

Studied American History at Kennesaw State University. Engaged in research paper writing, Power Point presentations, and participated in a study abroad program.