Summary
Overview
Work History
Education
Skills
Timeline
Generic

Colin Williams

Sterling, VA

Summary

Former U.S. Army Reserve Non-Commissioned Officer with an active Secret clearance and a strong foundation in IT support, systems administration, and network troubleshooting. Proven track record supporting 150+ users in Department of Defense overseas environments, and 3500+ accounts within the Department of State. Experienced with Active Directory, Citrix, Remedy ticketing, internet connections, and hardware/software diagnostics across secure and non-secure networks. Committed to delivering efficient, professional technical support in high-pressure environments, in a timely fashion.

Overview

7
7
years of professional experience

Work History

Desktop Support Engineer / System Administrator

General Dynamics IT / Itero Group LLC
09.2023 - Current
  • Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
  • Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
  • Monitored security groups, active directory accounts, user profiles and company-issued devices, supporting technical troubleshooting and administering replacements as necessary.
  • Maintained active directory to build user network profiles, reset passwords, and unlock accounts.

25U Signal Support Systems Specialist

U.S Army
09.2018 - 06.2024
  • Performed preventative maintenance checks and services of computer components for errors and application of necessary corrective action to resolve issues prior to impacting productivity
  • Authorized and enabled over 120 SIPRnet account creations for Windows (Secure Internet Protocol Router Network) while maintaining these accounts for smooth and consistent access
  • Provided on site desktop support for all soldiers within my unit and battalion
  • Experience with remedy ticketing system
  • Building and troubleshooting computer hardware along with printer software and connections

Docucare Associate

Chenega Corporation
04.2023 - 09.2023
  • Provided elite Windows and Printer support for over 200 users in varying positions across The Pentagon and Andrews Air Force Base
  • Loaded and unloaded plugins via remote access to restore printer functionality to various valued Department of Defense customers
  • Re-imaged printer operating systems and executed various updates through remote access
  • Serviced printers with various physical issues (i.e jamming, low toner, drums, etc.)
  • Met with multiple customers every day to service their issues in a timely and proficient manner while building rapport
  • Troubleshoot windows configurations and firewall settings to allow long-lasting printer connectivity

Installer/Service Technician

ADT Dealer Security Solutions
11.2022 - 04.2023
  • Installed multiple pieces of security and surveillance equipment into homes and properties
  • Built customer rapport and trust while providing support to their systems when needed
  • Tested and validated system signals/communication with central monitoring stations to properly establish service
  • Traveled from house to house and completed full security installations in a timely manner

Tier 1 Support Agent

Quickbooks Desktop Enterprise Solutions
07.2019 - 08.2022
  • Troubleshooted Quickbooks software, and customer's company files
  • Installed software, and configured the software to work efficiently on computers of the customer's
  • Set up multiple computers for LAN file sharing capabilities efficiently and safely

Education

High School Diploma -

Central High School
Wise, VA
06-2018

Skills

  • Remote desktop support
  • Windows operating system
  • End user support
  • Help desk experience
  • Ticketing system proficiency
  • Software installation
  • Active Directory management
  • System administration
  • Customer service
  • Operating systems
  • Advanced troubleshooting
  • Hardware installation

Timeline

Desktop Support Engineer / System Administrator

General Dynamics IT / Itero Group LLC
09.2023 - Current

Docucare Associate

Chenega Corporation
04.2023 - 09.2023

Installer/Service Technician

ADT Dealer Security Solutions
11.2022 - 04.2023

Tier 1 Support Agent

Quickbooks Desktop Enterprise Solutions
07.2019 - 08.2022

25U Signal Support Systems Specialist

U.S Army
09.2018 - 06.2024

High School Diploma -

Central High School

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Colin Williams