1. 855 Skyway Blvd. #102
Colorado Springs, CO 80905
719-209-0660
fw1968@gmail.com
FREDERICK WILLIAMS
OBJECTIVE To obtain a full-time position in the field of information technology with
an emphasis on technology integration; special interests include system
repair, consulting, and systems analysis.
SKILLS &
ABILITIES
Offering a strong academic background in IT combined with excellent
internship experience as a help-desk analyst. Consistently recognized
for technical troubleshooting skills used to rapidly and cost-effectively
resolve challenging technical issues. Quickly learn and master new
technology; equally successful in both team and self-directed settings;
and proficient in a range of computer systems, languages, tools and
testing methodologies.
EXPERIENCE Help Desk Associate-Junior Achievement
December 2014 to Present
Responsible for providing technical assistance and support related to computer
systems, hardware, or software. Responds to queries, runs diagnostic programs,
isolates problem, and determines and implements solution. Provides technical
assistance and support for incoming queries and issues related to computer systems,
software, and hardware. Responds to queries either in person or over the phone. Writes
procedures. Trains computer users. Maintains daily performance of computer systems.
Responds to email messages for customers seeking help. Asks questions to determine
nature of problem. Walks customer through problem-solving process.
Installs, modifies, and repairs computer hardware and software. Cleans up computers.
Runs diagnostic programs to resolve problems. Resolves technical problems with Local
Area Networks (LAN), Wide Area Networks (WAN), and other systems. Installs computer
peripherals for users. Follows up with customers to ensure issue has been resolved.
Gains feedback from customers about computer usage. Runs reports to determine
malfunctions that continue to occur.
CUSTOMER SERVICE REPRESENTATIVE-TIME WARNER CABLE
September 2011-December 2013
Attracted potential customers by answering product and service questions. Resolved
product or service problems by clarifying the customer's complaint; determining the
cause of the problem; selecting and explaining the best solution to solve the problem;
expediting correction or adjustment; following up to ensure resolution. Provided friendly

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advice to a diverse clientele promoting Time Warner Cable’s customer oriented
customer image. Helped customers identify services/products that best suited their
needs. Educated customers on how to use services. Consistently exceeded personal
weekly, monthly and quarterly sales goals by as much as 50%. Earned a reputation as
a key player in the sales team that won quarterly sales awards. Assisted customers with
the installation of various operating systems from Windows NT 4.0 to Windows 8.
Provide networking/desktop support and perform mainframe and account maintenance
tasks. Earned commendations for teamwork, flexibility and work excellence in providing
IT support to students and faculty. Worked on Help Desk to assist customers with
upgrades to their computers such as adding printers, installing modems and increasing
memory to accommodate internet speeds and browsing. Assisted customers in installing
hard drives, graphic and network cards for gaming. Built a loyal customer base by using
a consultative sales approach.
LABORER-ARMY AND AIR FORCE EXCHANGE SERVICES
February 2011-September 2011
Takes merchandise from the stockroom to the sales floor. Displays and replenishes
merchandise in a neat and presentable fashion in accordance with instructions. Advised
supervisor when damages/defective merchandise is found. Conducted maintenance on
computers and installs such as the Microsoft Office Suite 2010. Instructed coworkers on
the use of the software. Mapped network drive for information sharing between stores.
SECURITY OFFICER-ALLIED BARTON
August 2007-December 2010
Dealt with the everyday security of personnel and property. Assisted employees and
visitors with various problems or complaints. Reported any strange events to mid-level
and senior level management and secured many sensitive areas from unauthorized
members. Submitted daily reports to mid-level and senior level management.
OWNER-COMPUTER SAVVY
October 2001-January 2004Repaired desktops and laptops. Maintain an efficient
working environment and quickly resolve customer issues. Analyze technical problems,
schedule assignments, and approve all completed work. Create, modify, and perform
upkeep of files through menu-driven, command line, and graphic interfaces.
Implemented new policies and procedures that significantly expedited check-in and
repair procedures. Performed on-site repair and preventive maintenance on personal
computers and related peripherals. Evaluated technical issues, solved customer
concerns, and troubleshot computer problems in an efficient and courteous manner.
Built custom computers to best serve the customer needs. Scheduled work and ordered
parts. Estimated and invoiced repairs. Diagnosed and repaired hardware problems,
completely built computers, troubleshot technical problems, and installed software
applications. Delivered, set up, and networked large computer systems on Windows 95

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through Windows XP. Designed, implemented, and managed wired and wireless
networks with firewall and router configurations and anti-malware solutions.
EDUCATION CENTRAL TEXAS COLLEGE, ASSOCIATES, COMPUTER SCIENCE DECEMBER
2006