William Reaves

Past

• Support Services Manager at Efanz, Inc.
• Technical Support Manager at Red Gap Communications
• Photography Assistant at Eye Wander Photo, Inc.

• Information Systems Technician at Whitesell Corporation
• Training Manager at Net Related, Inc.

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Education

• University of North Alabama

Connections

18 connections

Industry

Information Technology and Services

William Reaves’s Summary

Internet service support technician with background in customer relations. Management of support staff and experience in providing feedback to employees and executives. Focus on customer and employee training with both in-house software and industry standard programs. Training and hands-on experience in troubleshooting in a Windows Desktop and Server environment.

William Reaves’s Specialties:

product research, special projects, project management, staff training, documentation, inventory control

William Reaves’s Experience

• Support Services Manager

  Efanz, Inc.

  (Internet industry)

  August 2007 — June 2009 (1 year 11 months)

  I was the main line of customer contact, providing callbacks and information regarding company actions and procedures. I provided setup and communication technical support for dial-up, wireless, and e-mail customers on the Windows and Mac OS platforms, and second tier escalation support for technical issues not resolved by general technicians. I oversaw and managed the staff of support technicians, monitored office work practices, and assisted with personnel issues. I coordinated with the location manager, provided feedback in the form of employee evaluations and helped to maintain balanced shift coverage.

• Technical Support Manager

  Red Gap Communications

  (Internet industry)

  January 2007 — May 2007 (5 months)

  I provided support for dial-up, DSL, and Voice-over-IP customers, assisting with installation and communication problems. I helped employees troubleshoot difficult technical issues in a second tier support role. I used customer needs and feedback to develop new troubleshooting methods and procedures regarding new browsers, e-mail clients, and communication devices. I supervised employees and provided written and verbal feedback regarding productivity and areas of improvement.

• Photography Assistant

  Eye Wander Photo, Inc.

  (Privately Held; 1-10 employees; Photography industry)

  August 2006 — October 2006 (3 months)

  Assisted with lighting set up and reflection. Monitored and ran video equipment.

• Information Systems Technician

  Whitesell Corporation

  (Mechanical or Industrial Engineering industry)

  March 2005 — June 2006 (1 year 4 months)

  I was the communication representative for the Information Systems department, meeting with company employees to discuss software and hardware needs. I addressed questions and issues, and was responsible for developing an inter-departmental rapport. I provided connectivity, e-mail, hardware and software support for internal network users and off-site branch offices. I configured and set up new workstations for departmental use, adjusting software loads and hardware specifications based on equipment use. I was responsible for the design, layout, and content of the company newsletter.

• Training Manager

  Net Related, Inc.

  (Internet industry)

  April 2003 — March 2005 (2 years )

  I created, distributed, and updated company training materials, adjusting curriculum to reflect new or updated versions of software. I was responsible for acclimating all new employees to company procedures. I trained employees in the use of emerging products, emphasizing familiarity with a variety of web browsers, e-mail clients, and storage methods. I acted as a second tier technical support representative, assisting employees in troubleshooting dial-up, e-mail, and DSL connectivity issues. I signed customers up for DSL services, scheduled installations with a third-party provider, and acted as a point of communication between all agencies.

William Reaves’s Education

• University of North Alabama

  2001 — 2010 (expected)

Additional Information

William Reaves’s Interests:

reveiwing customer experiences, training implementation, training methods, brechtian theater, history, photography, mythology, game design

William Reaves’s Contact Settings

Interested In:

• career opportunities
• consulting offers
• job inquiries
• expertise requests
• reference requests
• getting back in touch