Perry Shinda Williams
perryswilliams@proton.me | https://www.linkedin.com/in/pshw
+1 773-653-3923 | Austin, TX
Proactive information technologist skilled at troubleshooting, problem solving, advocating for sound technical decision-making and stakeholder engagement.
EXPERTISE
Customer Experience | Technical Support
PROFESSIONAL EXPERIENCE
Capgemini 4/2024 – 11/2024
Portfolio Activation Specialist (Contract)
As a non-technical member of the Customer Experience team, I provided public sector customer and / or partner onboarding for
Enterprise Agreements and support for web-based software licensing and digital asset inventory management.
• Provided remote technology license agreement onboarding and support to FedRAMP participant government entities.
Cognizant Technology Solutions 9/2021 – 7/2023
Product Applications Analyst
Supported Incident Response and Service Request Management through troubleshooting for IT systems and infrastructure, to
include enterprise client agile configuration standards. Individually investigated root cause analysis on 30 – 70 weekly incident
reports (SEV 1 – SEV 4).
• Supported remote 365 x 24 x 7 team of 24 technical analysts, technical SMEs, developers and service desk team
members with limited formal client in-house training for supported enterprise platforms.
• Contributed to approximate 6 % reduction in monthly periodic discovery of problematic trends and
patterns in team Incident Response deliverables and ensured individual accountability and team success.
Non-IT / Non-Healthcare 9/2018 – 8/2021
Pandemic Employment
During initial years of COVID-19 Pandemic, work experience includes essential employment as Front Desk Customer
Service Agent, SMB Support Representative, Grounds Technician I, and volunteer remote work with City Bureau.
Option Care Enterprises 1/2018 - 8/2018
Service Desk Technician
Serviced employee endpoint accounts, network privileges and access for physical and digital assets on 7,000 + user 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 Mobile Device Management application.
• Trained provider end-users on unfamiliar applications and provided guidance or assistance with new or amended technology
use policies and procedures.
VOLUNTEER EXPERIENCE
City Bureau 6/2017 – Present
Volunteer
Manually investigate or review web copy, front-end code and other media for automated web scraping projects. Contribute findings as documentation for collective team review and Github issue verification. Reviews and contributes product documentation or code (Python) for automated web crawler (web spider) CI / CD pipeline.
• 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.
CERTIFICATION
Certified in Cybersecurity - ISC2
Cloud Computing Fundamentals - IBM Skills Network
Artificial Intelligence Fundamentals - IBM Skills Network
Data Science Methodologies - IBM Skills Network
Fundamentals of Programming - IBM Skills Network
EDUCATION
Post-baccalaureate credit, Computer Science
Roosevelt University, Chicago, IL
University of Illinois - Chicago,
Bachelor’s degree