Duane Williams

IT DELIVERY MANAGER / IT OPERATIONS SPECIALIST

User Training and Technical Support | Training Materials | Helpdesk Troubleshooting

Result-driven Technology Support Specialist and Service Manager with experience in end user support and development/maintenance of complex and critical data systems. Skilled IT professional with the ability to communicate complex technical concepts with novice users. Experienced in supporting desktop/laptop environment with multiple operating systems and mobile devices. Diverse background reflected in various attributes that will translate as assets in service to your organization. 

PROFESSIONAL EXPERIENCE

HCLTech                                                                 March 2022 – Current

Market Service Manager – Workforce 360 Devices

External IT Delivery Manager for Regional Globe Office (Nestle RGO) , Nestle Health Sciences and Nespresso US

• Responsible for the delivery of Service Desk, Field Services and Workstation Services products
• Managed team of 15 Field Services agents across 6 campuses. Field Service teams supported over 3,500 users. Also support factories and retail locations
• Nespresso Team supported all end user devices in 39 Nespresso Boutiques (Point of Sale, Pick 2 Light servers, credit card scanners, printers, back office laptops, etc.
• Supported Nespresso Canada for 2 months while a new MSM was hired 
• Implemented delivery strategies and processes to optimize service quality
• Worked with the Service Desk leads to develop and maintain knowledge bases
• Held weekly and monthly operational reviews with the market BRMs to communicate updates on service performance
• Field Services Project Lead for Nestle Health Services acquisition of The Bountiful Company. Hired and oversaw team that imaging/deployed 2000 laptops after the Bountiful acquisition.
• Implemented assessments of new Service Desk agent to ensure they were ready for deployment
• Served as a Project Lead for driving the Digital Bar Initiative /Training in North America
• Held monthly training sessions/continuing ed for All Field Services Technicians in North America. 
• Created training materials, scripts, and training schedule for Workforce Devices team

Nestle IT                                                    September 2018 – March 2022

Operations Specialist – Workforce 360 Devices

Support the Broadway Office and users in the 14 state Midwest region. Provide end user training and 2nd tier support issues. Work on several Workforce 360 projects.

• Served as a Project Lead for driving the Digital Bar Initiative /Training in North America
• Created training materials, scripts, and training schedule for Workforce Devices team and online training registration solution for North American Users
• Technical Trainer and Subject Matter Expert / SME for Workforce 360 desktop support team 
• Created Power BI dashboard to track Digital Bar Efforts
• Project team member creating standard routine to convert conference rooms from Skype to Teams
• Member of Engagement Lead Network for driving software adoption and member of Workforce 360 Capability building team
• Assisted the Engagement and Adoption team on AMS Teams Migration and provided VIP support for North American Leadership Team

TEKsystems                                                        March 2017 - Sept 2018

External Client Support

Contractor on assignment at Nestle RGO. Part of Field Services West team for end user support / 2nd tier support issues. 

• Troubleshot and repaired all issues on desktops and laptops in the 15 state West region
• Imaged all new Nestle assets (Desktops, Laptops, Tablets) in the Midwest Region
• Assisted in Nestle Days of Actions and served as the point person for OneDrive Migration on the team
• Part of Project to upgrade all Windows 7 users to Windows 10 by Dec. 2018
• 2nd Tier Support of end user issues. Responsible for troubleshooting/working tickets in the West Ticketing Queue
• Ordered and replaced old PCs out of warranty; conducted Virus/Malware Remediation and gave mobile support
• Worked the Digital Bar (A Physical help desk for employees to get immediate support)   

Central Realty L.L.C.

Network / System Administrator                   August 1997 - January 2017

Sole Administrator that developed Internet Technology strategic vision and drove key department objectives. Served as operating system expert providing technical support for the entire organization.  Purchased and maintained networked equipment including laptops, desktops, servers, printers and mobile devices. 

• Designed, documented and executed maintenance procedures including system upgrades, patch management and system backups.
• Diagnosed and repaired all client desktops, laptops, servers, and mobile devices
• Created a customizable software training program that assessed the user’s technical aptitude in order to efficiently train user. 
• Provided helpdesk support and helped users with software issues and upgraded all software on the back end as well as the end user. Migrated desktops from Windows XP to Windows 7
• Planned, acquired and maintained all LAN/WAN/VPN network hardware, software, and security systems. Including routers, switches, firewalls, mobile devices and wireless networking equipment
• Supported all printers, scanners, copiers and cloud enabled devices
• Oversaw conversion from analog phone lines to a SIP trunk
• Acted as the point of contact for all technical vendors and issues including power outages, system failures and disaster recovery. Worked with copier and phone vendors to create a comprehensive solution in order to support the user’s needs
• Facilitated data migration from Windows file servers to Google Drive
• Troubleshot and removal of malware/viruses
• Maintained Citrix server and remote desktop connections and website and all material created for the site including site plans, brochures, sale packages and property maps
• Oversaw the creation of an online portal used by tenants to pay rent
• Experienced in supporting Active Directory, SQL, DHCP scopes and DNS
• Migrated accounting data from SQL based database to cloud based solution
• Software supported: Windows XP/7/10, Windows Server 2003/2008/2012, Active Directory, Android, iOS, Apple OS, Windows Data Protection Manager, Citrix, Microsoft Office, Google Drive, Google Apps, Insightly, ACT CRM, Management Report Inc, Rent Manager, QuickBooks Enterprise Edition, Adobe Creative Suite, Panda Cloud Security, Watchguard System Manager

Central Realty L.L.C.

Financial Analysis Support                      November 1998 - January 2017

Worked with leasing agents on special projects including acquisition and disposition of commercial real estate, property budgets, cash flow analysis and valuations.

• Obtained real estate license and created complex Excel templates for use in monthly property reports, annual budgets, and comparative income statements
• Used ARGUS software to create 5 year valuations for all of the company assets
• Assisted in the acquisition and disposition of over $75 million in commercial real estate

EDUCATION

Clark Atlanta University | 80 Hours completed towards BS in Information Systems

University of Missouri, St. Louis, MO | 20 Hours completed towards BS in Management Information Systems