PERRY SHINDA WILLIAMS
+1 512-537-9579 | Austin, TX
INFORMATION TECHNOLOGY
Highly adept and adaptable to work within project scope with integrity, ethics and professionalism. Provides support for sound technical decision making to leadership, organizations, agile teams, stakeholders and administrative end-users for medium and large non-profit organizations, private and public sector entities.
EXPERTISE
Python | Government & International Relations | Art & Design
CERTIFICATIONS
IBM Artificial Intelligence Fundamentals
IBM Data Fundamentals
IBM Web Development Fundamentals
PROFESSIONAL EXPERIENCE
Product Applications Analyst
Supported Incident Response and Service Request Management through troubleshooting for IT systems and infrastructure, to include enterprise client agile configuration standards. Supported investigation into root cause analysis on daily incident reports (SEV 1 – SEV 4).
Secured this position during COVID-19 Pandemic for critical client response.
Supported remote team of 24 technical analysts, technical SMEs and developers with limited formal client in-house training for supported enterprise platforms.
Contributed to Monthly periodic discovery of problematic trends and patterns in team Incident Response deliverables and ensured overall accountability and team success.
Non-IT / Non-Healthcare, Austin, TX, 9/2019 – 8/2021
Pandemic Employment
Provisioned endpoint accounts, network privileges and access for physical and digital assets on a multi-state enterprise platform. Performed troubleshooting for iOS hardware / software interoperability. Resolved and documented issues via ServiceNow.
Supported Midwest Region home infusion therapy providers and pharmacists to resolve end-user familiarity issues with iOS hardware and non-native software via Intune and Mobile Device Management.
Trained provider end-users on unfamiliar applications and provided guidance or assistance with new or amended technology use policies and procedures.
Healthcare (Non-IT), Chicago, IL, 11/2012 - 12/2017
Career Transition
As a Medicaid Correspondence Specialist, Member / Provider Services Representative and Provider Inquiry Research & Resolution Specialist in the Healthcare space, summary of duties included providing administrative support for essential healthcare staff, i.e. ambulance service providers; non-technical professional support and customer service for healthcare providers and their members in the managed care solutions space.
Acquired knowledge and practical experience for compliance associated with Healthcare Information Portability and Accountability Act (HIPAA), Health Information Technology for Economic and Clinical Health (HITECH), and regulations associated with handling Personally Identifiable Information (PII) and Personal Health Information (PHI).
AT&T, Chicago, IL, 4/2012 – 10/2012
Premises Technician
Used expert knowledge to install or troubleshoot U-Verse television, internet, and voice service for small business and home customers. Demonstrated time management and provided optimal customer service.
Completed 8 weeks of AT&T in-house training to successfully execute 6 - 10 tickets per 8 hours a workday.
City Bureau, REMOTE, 6/2017 – Present
Technical Documentation Contributor (Volunteer – Part Time)
Investigate or review web copy, front-end code and other media for web scraping projects. Contribute findings as documentation for collective team review and issue verification. Reviews and contributes product documentation or code (Python) for web crawler (web spider) development.
Discovered OS X 14.3.1, Z shell update incompatibility caused localized execution issues for Python package management associated with the city-scraper project. This resulted in recruitment and onboarding for current project leadership.
Developed further coding efficacy, simultaneous community involvement and personal skills development through persistent self-study, project analysis or troubleshooting for Python pdf related packages: PyPDF, PyPDF2.
Not-for-Profit Organization, Chicago, IL, 9/2011 – 4/2012
Information Technology Helpdesk Intern
Served as secondary Ubuntu Linux SME, project lead and technical liaison directly accountable to the Deputy Chief Information Officer. Predicted and addressed findings associated with potential issues affecting open source and closed source systems integration and configuration.
- Provided daily technical reports, advice and support to Deputy Chief Information with Officer and supporting staff to include diagnosing and troubleshooting Ubuntu Linux network application issues.
- Served in dual capacity as Microsoft Windows and Ubuntu Linux administrator addressing virtual desktop and network performance, availability, capacity, or configuration problems for internal IT and Digital team staff.
- Served as secondary Ubuntu Linux admin and co-authored documentation for building distributed Ubuntu test environments, LAN infrastructure and configuration standards or as built diagrams.
Free Geek Chicago, Chicago, IL, 3/2007 – 5/2011
Volunteer
Provided support and demonstrated computer hardware tear-down, rebuild, recycling and installation of Ubuntu Linux operating systems and applications software.
• Supported weekly new volunteer onboarding and training.
• Curated end-user facing web copy for Free Geek Chicago wiki site.
EDUCATION
Post Bacc. Credits: Computer Science Roosevelt University, Chicago, IL
Bach. of Arts, Liberal Arts and Science University of Illinois, Chicago, IL