1. Anthony Williams
1000 Stevens Entry S114
Peachtree city, GA 30269 Cell: 954-681-2183 / email:aw0863@yahoo.com
BUSINESS PROFILE AND ACCOMPLISHMENTS
Travel Helpdesk supervisor with leadership experience in areas of:
• SME
• Training
• Quality control
• Reporting
• Technical article review and uploading
• Technical writing
TECHNOLOGY LEADERSHIP EXPERTISE INCLUDES:
Operations and General Management
• SME – Subject matter expert (Amadeus account)
• Manage daily call center activities for incoming customer calls
• Ticket review and escalation
• Agent monitoring
• Agent reskilling
• Vacation approval and update to database
Budget and Finance
• Create monthly billing report
• Create quarterly customer report
Training
• training new agents and refresher training for existing agents
Quality control
• Monitoring agents for quality processing of calls
• Create individual spread sheet for each agent and cover result with agents.
• Create monthly spread sheet of center progress for management review and to see center trending.
Reporting
• Create monthly spread sheet of center progress for management review and to see center
trending.
• Submit final reporting to customer to show case support for their end users
Page 2 of 2, Cell: 954-681-2183 email: aw0863@yahoo.com
EMPLOYMENT
NCR, Peachtree City, GA February 2016 - Present
Technical Specialist – Technical Helpdesk
NCR, Peachtree City, GA August 2010 - Feb 2016
Supervisor and Trainer – Technical Helpdesk

2. NCR, Doral, FL 2007 - 2009
QA Lead and Trainer – Technical Helpdesk
NCR, Doral, FL 2003 - 2009
Team Lead call center agent3/Level2 Technical support specialist
NCR, Doral, FL 2003 - 2009
Team Lead Technical Helpdesk
EDS, Doral, FL 1995 – November 2003
Technical Advisor/Team leader
Dow Chemical Corporation, Coral Gables, FL 1990 – 1993
Senior Computer Operator
INDUSTRY PRESENTATIONS
NCR University
• Enterprise Services Rel. 2.8 Help Desk Training 2/28/2016
• Enterprise Services Overview And Terminology 2/28/2016
• Enterprise Services Rel. 2.8 Help Desk Training 2/12/2016
• Customer Advocacy: Communicating to Build Trusting Customer Relationships 5/10/2015
• Be The Customer 8/4/2014
• Supervisor and Manager Sexual Harassment Awareness - Multi-State Edition-RETIRED 4/26/2014
• Conflict: Avoid, Confront, or Delay? 4/19/2014
• Customer Service Fundamentals: Building Rapport in Customer Relationships 4/12/2016
• ATB - 1600 Direct Thermal Printer 8/16/2004
•
EDUCATION/PROFESSIONAL DEVELOPMENT
Miami Dade Community College - Miami, FL
Computer Information System
PROFESSIONAL ASSOCIATIONS
LinkedIn
RELEVANT INTERESTS / HOBBIES
• Poetry writing, cooking, gardening, fishing. Family oriented hobbies