Jacob Williams
Help Desk Team Lead at 3i International- Claim this Profile
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English -
Topline Score
Bio
Credentials
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Criminal Justice Information Systems Level 3
-Feb, 2016- Nov, 2024 -
Basic Installation and Configuration of Windows Server 2012
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Experience
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3i International
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United States
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Information Technology & Services
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1 - 100 Employee
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Help Desk Team Lead
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Nov 2022 - Present
• Promoted to Team Lead when management recognized my ability to lead others, take initiative, and go the extra mile without being asked. • Manage a team of one Tier I and five Tier II technicians. • Conduct technical interviews and train new technicians.• Ensure SLAs are met, tickets are updated regularly with proper documentation and details, and help the team become more efficient by establishing processes and procedures.• Coordinate with the Director of Service, COO, and Project Team to ensure the Helpdesk runs smoothly. • De-escalate situations where clients are upset and wish to speak to management. • Serve as the highest escalation point for the Helpdesk. Show less
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Tier II Help Desk Technician
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Apr 2022 - Nov 2022
• Used troubleshooting skills to resolve issues escalated from Tier I technicians. • Managed a ticket queue ranging from 20-50 tickets with complexity ranging from network drives not connecting, to setting up O365 SMTP relay servers to allow an application to send emails using TLS 1.0.• Maintained a customer satisfaction rating of over 95%.• Requested by name to work on issues submitted by multiple CEOs/COOs/CIOs. • Communicated with clients professionally.• Ability to explain technical issues in a way non-technical users could understand. • Created knowledge base documents for the team to use. Helped standardize procedures and prevent technicians from missing steps. Show less
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Tolunay-Wong Engineers, Inc.
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United States
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Civil Engineering
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100 - 200 Employee
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Geologist II
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Feb 2018 - Apr 2022
• Responsible for coordinating with clients and drill crews to ensure projects ran smoothly from start to finish with accurate data and sample collection. • Identifying utilities and accurately mapping them in AutoCAD using various coordinate systems like WGS84, State Plane, and Plant coordinate systems. • Work with colleagues in a team setting to collect data and solve problems. • Work safely in accordance with OSHA and company standards. • Responsible for coordinating with clients and drill crews to ensure projects ran smoothly from start to finish with accurate data and sample collection. • Identifying utilities and accurately mapping them in AutoCAD using various coordinate systems like WGS84, State Plane, and Plant coordinate systems. • Work with colleagues in a team setting to collect data and solve problems. • Work safely in accordance with OSHA and company standards.
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PC Pro Computer Services
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Manvel, Texas
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IT Technician
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Nov 2012 - Feb 2018
· Information Technology Technician responsible for meeting the needs of Government clients, such as, the City of Manvel, including the Police Department, Public Works, and City Hall. · Experience setting up LAN and maintaining network security to prevent threats from infiltrating sensitive government documents. · Acquired local businesses and residential clients to expand the business. · Information Technology Technician responsible for meeting the needs of Government clients, such as, the City of Manvel, including the Police Department, Public Works, and City Hall. · Experience setting up LAN and maintaining network security to prevent threats from infiltrating sensitive government documents. · Acquired local businesses and residential clients to expand the business.
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Education
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2011 - 2016
University of Houston
Bachelor of Science (B.S.), Geology/Earth Science, General
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