Christon williams

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Senior Analyst - IT Field Support

Marriot

Dec 2024 - Sep 2025 (10 months)

• Collaborates with IT, Corporate, Resort Operations, Contact Centers, and Marketing & Sales for daily and tactical technology support. • Manages and executes assigned technology projects, ensuring adherence to IT processes and project goals. • Acts as liaison between IT and on-site business operations across multiple departments. • Oversees daily support and installation of computing devices, applications, and peripherals for MVW IT customers. • Ensures desktop solutions are operational and meet end-user needs at installation points. • Maintains strong relationships with business management teams and operates within established IT SLAs. • Advises customers on current and future computing and service needs. • Troublesh

Cyber Security Analyst

CyberNow Labs

Aug 2024 - Jan 2025 (6 months)

• Monitored and analyzed security events through SIEM tools (IBM QRadar, Splunk) to identify potential threats and ensure prompt incident response. • Investigated and prioritized security incidents based on severity and risk, escalating critical cases to senior analysts for further action. • Documented security incidents and findings, contributing to detailed vulnerability reports and helping to improve overall security posture. • Supported threat intelligence gathering and enrichment, enhancing proactive defense capabilities. • Utilized and managed a variety of security technologies, including firewalls, IDS/IPS, and (EDR) solutions like CrowdStrike Falcon and SentinelOne. • Performed security operations tasks, including log analysis

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Technical Support Analyst

CITY FURNITURE

May 2022 - Oct 2024 (2 years 6 months)

• The primary function of this position is to support and maintain in-house technological equipment and IT assets. This includes monitoring business critical systems, installing, configuring, diagnosing, repairing, and upgrading all corporate hardware and equipment. • Answer all internal/external calls from the Helpdesk hotline. • Provide Helpdesk responses for problem resolution or referral and incidental training to system users. • Support and service all users of personal computers and terminals throughout the company. Answers questions related to iPad/ASAP, AS400, WMS, Director, Mac/PC, technical support, Sales, Operations, Customer Service and Marketing system processes, new procedures, and how to questions. • Troubleshoot issues

Technical Support Representative

TradeStation

May 2021 - Apr 2022 (1 year)

• Responsible for education and support of the TradeStation client base across different trading technology platforms (mobile, web and desktop). Extensive troubleshooting skills and ability to effectively partner with other departments to ensure proper service. Learn different aspects and terminology in different markets. • Assist clients and internal team members with escalated technical issues via telephone and email. • Train clients on our proprietary trading software, acting as a subject matter expert for our customers. • Act as liaison with other departments to drive resolutions for escalated issues. • Ability to take ownership of issue reporting and resolution follow-up. • Deliver Client Service and Account assistance for web, m

IT Support Specialist (Contractor)

Cetera

Oct 2020 - May 2021 (8 months)

• First and second level contact responsible for setting up, testing, upgrading, troubleshooting and deploying a variety of applications. • Prepares daily problem reports; enters tickets and updates Service Desk tracking management software; and assists internal and external customers through effective support, communication, remote software utilization. • Providing technical support to advisors for various applications and functions Interacting with all appropriate departments within IT to restore service and/or identify problems. • Documenting and maintaining IT Service Desk-related processes and procedures, Maintaining appropriate service level agreement (SLA) on tickets in Salesforce and/or Service Now. • Accurately classifying and

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Senior Service Desk Analyst

Southern Glazer's Wine and Spirits

Jan 2018 - Apr 2020 (2 years 4 months)

• Provide first and second level support to resolve problems involving infrastructure and company technology components including client hardware/software, printers, network components, and mobility devices. • Requests may involve working with other resources internally or externally to deliver effective support services. • Provide ongoing technical support and follow up with users. • Maintaining an accurate log and description of incident and resolution records. Documenting troubleshooting instructions used to resolve complex issues and publish to the Knowledge Base and Assist in training new specialist. • Analyze and improve knowledge databases to reduce resolution times and improve contact outcomes. • Via remote tools LogMeIn Rescu

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Service Desk Technician II (Contractor)

Randstad technology

Jun 2017 - Dec 2017 (7 months)

• Responsible for providing first-level support for all end-users. • Identify, research and troubleshooting complex user questions and problems. • Troubleshoot and resolve hardware, software and voice/data communication systems issues. • Through phone-based interactions, research and gather information through effective probing and listening skills provide solutions in resolving complex client issues. • Create informative tickets. Follow up on all tickets in a timely manner and follow through to resolution. Experience using ticketing systems, writing technical support documentation and computer proficiency with hardware and software technologies. • Browser maintenance, Download/install programs, all systems passwords reset. • Providi

Christon williams

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