Summary
Overview
Work History
Education
Skills
Certification
Security Clearance
Timeline
Generic

Gilbert Williams

Chesapeake

Summary

Customer service professional with proven ability to excel in fast-paced environments. Demonstrates strong work ethic and adaptability while delivering exceptional interpersonal skills. Experienced in both team collaboration and independent problem-solving. Committed to achieving high levels of customer satisfaction and operational efficiency.

Overview

16
16
years of professional experience
1
1
Certification

Work History

BARTENDER/SERVER

Woody's Bar and Grill
Chesapeake
10.2021 - Current
  • Provide professional, friendly, and engaging service to ensure optimal guest satisfaction
  • Cultivated positive working relationships with colleagues to exceed business objectives
  • Demonstrate authentic hospitality by warmly welcoming guests and establishing genuine connections
  • Expertly promote beverage offerings and specials with extensive menu knowledge and enthusiasm
  • Versatile in various tasks including answering phones, processing transactions, and supporting restaurant functions
  • Conduct training sessions for new staff, ensuring thorough understanding of service protocols and operational procedures
  • Utilize effective communication and coaching techniques to enhance team performance and uphold service standards
  • Proficient in bartending duties such as drink preparation, cleanliness maintenance, equipment monitoring, and table setup
  • Commitment to delivering excellence in fast-paced environments while maintaining sanitation and customer satisfaction

IT SERVICE DESK ANALYST

Science Applications International Corporation (SAIC)
Norfolk
12.2023 - 10.2024
  • Acted as the initial point of contact for the NMCI (Navy Marine Corps Intranet) network, resolving customers' issues via phone, email, and live chat
  • Took detailed notes of problems users were experiencing, determined steps they can take to fix the issue and managed the flow of incoming support requests through HP Service Manager ticketing system
  • Resolved problems dealing with network connectivity, software, hardware, and peripherals through troubleshooting and escalation
  • Assisted end-users with Microsoft 365 applications through use of SharePoint and knowledge manuals
  • Installed virtual desktops by accessing users' workstations through Remote Desktop Connection, or Microsoft Remote Access
  • Managed users' accounts in Active Directory and assisted with issues logging into their machine related to their Common Access Card
  • Conducted training for new IT staff which included setting up workstations and thoroughly explaining the troubleshooting process and service level agreements
  • Maintained an handle time of 12 minutes and closed an average of 30 tickets per shift which decreased queue times for the service desk and enhanced customer satisfaction

BARTENDER/SERVER/COOK/TRAINER

Buffalo Wild Wings
Chesapeake
03.2009 - 10.2021
  • Conducted training sessions for new hires, ensuring proficiency in menu knowledge, corporate procedures, safe food serving, and exemplary customer service
  • Consistently led the team during shifts, creating an energetic atmosphere and implementing server challenges to drive sales and focus performance goals
  • As a cook, prepared meals that met and exceeded customer satisfaction
  • Provided engaging service, promoted items on beverage lists and weekly specials with enthusiasm and extensive menu knowledge
  • Maintained positive working relationships to achieve business goals, supporting various restaurant areas including answering phones, completing financial transactions, and ensuring sanitary conditions
  • With attention to detail, monitored equipment, temperatures and maintained cleanliness throughout the establishment
  • Prioritized genuine hospitality, warmly greeting and establishing rapport with guests while consistently providing friendly and attentive service

Education

ASSOCIATE'S DEGREE - BUSINESS ADMINISTRATION

Tidewater Community College
Chesapeake, VA
05.2011

Skills

  • Customer Service
  • Technical Support
  • Upselling
  • System Administration
  • Help Desk Operations
  • Account Management
  • Python
  • Microsoft 365
  • Troubleshooting
  • Computer Networking

Certification

  • CompTIA Network+
  • CompTIA Security+
  • Real Estate License

Security Clearance

DoD Secret Clearance

Timeline

IT SERVICE DESK ANALYST

Science Applications International Corporation (SAIC)
12.2023 - 10.2024

BARTENDER/SERVER

Woody's Bar and Grill
10.2021 - Current

BARTENDER/SERVER/COOK/TRAINER

Buffalo Wild Wings
03.2009 - 10.2021

ASSOCIATE'S DEGREE - BUSINESS ADMINISTRATION

Tidewater Community College

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Gilbert Williams