Ariane Williams
Columbia
Summary
Pursuing career opportunities that foster professional growth and exploration of new areas.
Overview
21
21
years of professional experience
Work History
Level 1 Helpdesk Technician
Business Technology Partners - MSP
05.2022 - Current
- Experience in working with multiple companies within a variety of different environments and fields on a daily basis.
- User Account Maintenance (Active Directory)
- - Setting up new employees
- - Disabling/Enabling existing & prior employees
- - Permission setting - exchange mailboxes
- - Password resets
- - Multifactor Authentication Assistance
- Software/Hardware Upgrades & Updates
- - Adobe Creative Cloud/Nitro
- - Bluebeam
- - Acer/Dell Monitors
- - Logitech Equipment - keyboard & mouse/Cameras
- - Microsoft Office Suite 2016
- - Autotask/FreshService
- - Datto RMM
- Laptop/Desktop Imaging and Formatting
- - Windows 10/11
- Intune
- Troubleshooting
- - In house technical issues - Security Systems/Smart TV’s/Phones
- - Onsite and remote user equipment & software issues
- - Printers & Scanners
- - Internet & VPN connection issues
- Coordinated & Shipped via UPS all remote user equipment
Helpdesk Technician
Thompson Construction Group, Inc
08.2021 - 04.2022
- Helpdesk Support across 3 divisions
- - Thompson Turner
- - Thompson Construction Group
- - Thompson Industrial Services
- Laptop/Desktop Imaging and Formatting
- - Windows 10
- Troubleshooting
- - In house technical issues - Security Systems/Smart TV’s/Phones
- - Onsite and remote user equipment & software issues
- - Printers & Scanners
- - Internet & VPN connection issues
- Coordinated & Shipped via UPS all remote user equipment
- - WorldShip
- Asset Management - Laptops/ipads/iphones/Scanners/Cradlepoints/Printers
- - Assigning new equipment
- - Equipment returns
- - Retiring old equipmentTechnical Support for new & existing users
- - ipads
- - iphones/androids
- - Laptops/Desktop
- - Printers/Scanners
- - Monitors (acer)
- - Cradlepoints
- User Account Maintenance (Active Directory)
- - Setting up new employees
- - Disabling/Enabling existing & prior employees
- - Permission setting - exchange mailboxes
- - Password resets
- - Multifactor Authentication Assistance
- Software/Hardware Upgrades & Updates
- - Adobe Creative Cloud
- - Bluebeam
- - Acer Monitors
- - Logitech Equipment - keyboard & mouse
- - Microsoft Office Suite 2016
- - Sage
- - Autodesk
Elections Technology Specialist
Hillsborough County Supervisor of Elections
08.2017 - 10.2017
- Maintain all system equipment and hardware used within the County during each election
- - Preparing
- - Testing
- - Upgrading
- - Configuring
- - Diagnosing
- - Resolution
- Asset Management - Barcoding
- - Assigning new equipment
- - Retiring old or outdated equipment
- Helpdesk Support for all County employees within the Supervisor of Elections Division
- Document protocol & procedures for all technology equipment and system software
- Point of Contact for
- - Internet related issues
- - Wireless connections
- - Hotspot devices
Technology Consultant
Microsoft Xbox Division
08.2016 - 03.2017
- Helpdesk Support
- - All products/services related to XBOX Live Online Gaming along with networking and internet connectivity
- Hardware/Software Support for all equipment using or accessing the Microsoft Platform
- - Installation
- - Updating
- - Upgrading
- - Laptops
- - PC’s
- - Gaming Consoles
- - Multiple mobile devices
- Handling of escalation calls & case management
- - Unresolved service desk tickets
- - Enforcement actions
- - Customer accounts that exceeded timeframe for resolution
Lead Technician Support Specialist
Spectrum (formerly Time Warner Cable)
06.2005 - 05.2015
- Technical Support for all services related to
- - Cable Services
- - Internet - Connectivity/Signal related issues
- - Digital Phone services
- - Company issued equipment
- - External equipment - TV’s/Laptops/PC’s/DVD’s/VCR’s/Audio sound equipment/Mobile devices/ Streaming devices
- Retention Specialist
- - Retaining current customers
- - Establishing new customers
- - Growing revenue by increasing sales of products and services
- Metric Focused
- - AHT – Average Handle Time
- - FCR – First Call Resolution
- - MRR – Monthly Recurring Revenue
- - CSAT – Customer Satisfaction Score
Education
Social Services
Indian River State College
Ft. Pierce, FLSkills
- Helpdesk Support
- Networking and System application Installation for multiple devices and equipment
- Hardware/System Support
- Technical Support for all Lines of business (LOB) including Cable, Internet, & Digital Phone Services
- Customer Service
- Quality Assurance
- Call Center Experience (15 Years)
- Microsoft Office Suite
- SharePoint
- Active Directory
- LogMeIn/Adobe Connect/Desktop Central
- Office Communicator/Lync/Teams
- CSG – Cable Services Group
- ICOMS – Integrated Communications Operational Management System
- Geo/Ticketing System/Remedy/ASD/FreshService/Autotask Servicedesk
- WAN/LAN – Troubleshooting & Configuration
- Hotspot Devices/AP
- Avaya/One Cloud/Shoretel/RingCentral
- Workflex/Kronos
- VPN’s – FortiClient/Cisco Connect
- Bluebeam
- Adobe Creative Cloud
- Sage Desktop & Paperless
- IOS/Android
- Azure Intune
Accomplishments
- Helping in maintaining a barcoding asset management system that would document and keep inventory as we retired old assets, replacing with new ones in a fast, productive and efficient process.
Additional Information
Currently working towards Security+ and ITIL Certifications
Timeline
Level 1 Helpdesk Technician
Business Technology Partners - MSP
05.2022 - Current
Helpdesk Technician
Thompson Construction Group, Inc
08.2021 - 04.2022
Elections Technology Specialist
Hillsborough County Supervisor of Elections
08.2017 - 10.2017
Technology Consultant
Microsoft Xbox Division
08.2016 - 03.2017
Lead Technician Support Specialist
Spectrum (formerly Time Warner Cable)
06.2005 - 05.2015
Social Services
Indian River State College