David Williams

Coursera/Google

April 2025

Google IT Support Professional Certificate

Eastern Mennonite University

Aug 2001 - May 2003

Computer Science Coursework (no degree)

Harrisonburg, VA

• Microsoft Security Essentials Professional Certificate

Microsoft / LinkedIn

• Docker Foundations Professional Certificate

Docker / LinkedIn

• ServiceNow IT Leadership Professional Certificate

ServiceNow / LinkedIn

Navy Exchange Service Command

August 2025 - Present

Sales Technician - Electronics and Computers

Norfolk, VA

• Advised customers on a wide range of electronic products including home entertainment systems, surround sound, HDTVs, PCs, cameras, camcorders, and portable audio devices, leveraging strong technical knowledge to guide purchasing decisions.
• Diagnosed and resolved basic computer compatibility and connectivity issues, providing clear, non-technical explanations to customers.
• Delivered product demonstrations and comparisons to highlight features, benefits, and differences between models.
• Assisted in merchandising by arranging displays, setting up promotional fixtures, and ensuring optimal sales floor presentation.
• Inspected and tested returned electronics for functionality and completeness before restocking.
• Operated cash registers, processed transactions, and maintained accurate records for cash, credit, and check payments.
• Adhered to loss prevention procedures and store policies to minimize shrinkage.

Sparks Group / Xerox Services

May 2025 – August 2025

Laptop Refresh Technician

Virginia Beach, VA

• Unloaded inbound equipment shipments and prepared outbound deployments to support ongoing IT operations.
• Readied hardware for installation by cleaning, imaging, and configuring laptops and associated peripherals.
• Maintained inventory control documentation and collaborated with deployment leads to meet daily output and QA benchmarks.
• Installed or replaced RMA’d components provided by vendors, ensuring minimal disruption to end-user productivity.
• Consistently met or exceeded service delivery expectations and customer support standards.
• Supported district-wide laptop refresh project for a large public school system, assisting in preparing over 27,000 devices for rollout.
• Unboxed, staged, and tagged hardware with asset and recovery labels in accordance with IT asset management standards and SLA requirements.
• Managed BIOS asset tagging on HP laptops by updating asset information to ensure accurate device tracking.
• Performed PXE boot deployment of customized Windows 11 images to prepare devices for end-user readiness.

Lowe's Home Improvement

Feb 2021 - Mar 2025

Night Operations Supervisor

Norfolk, VA

• Led nightly operations for a team of 15 associates, averaging 4-8 team members per shift, ensuring 100% store readiness by processing 650-800 SKUs with handheld scanners and coordinating daily task assignments.
• Trained and mentored the entire team on the effective use of the inventory management system, boosting location accuracy reporting from 10-13% to 90+%, significantly improving operational efficiency and inventory accuracy.
• Coordinated staging for next-day deliveries, validating accuracy through barcode scans and detailed preparation of inventory, preventing discrepancies and ensuring smooth workflow for the following shift.
• Maintained a safe work environment with zero reported injuries by conducting regular equipment inspections, providing OSHA-compliant safety coaching, and reinforcing proper lifting techniques for staff.
• Served as the location’s power equipment trainer, ensuring all team members were proficient in operating forklifts and order pickers, as well as maintaining compliance with safety protocols.
• Filled in for missing staff due to ongoing hiring challenges, often giving up personal time off to cover shifts and maintain operational continuity.
• Managed and implemented pricing changes across the store, ensuring accuracy in mobile pricing tools, reducing labeling errors by 25%, and improving workflow efficiency.
• Led communication and coordination for overnight technology upgrades, including VoIP, security systems, and self-checkout installations, ensuring vendor compliance with safety protocols and managing store access requirements during these critical operations.
• Installed and replaced warehouse racking systems, including 16-ft uprights, 5-inch beams, and shelf decking, to ensure structural integrity and optimal storage capacity.

Lowe's Home Improvement

Mar 2020 - Feb 2021

Front End Supervisor

Norfolk, VA

• Managed a team of 30+ cashiers, optimizing schedules to ensure 90% shift coverage during peak hours, minimizing gaps and maximizing customer service.
• Collaborated with inventory teams to verify promotional stock and ensure accurate placement, reducing checkout delays and enhancing customer satisfaction.
• Conducted performance reviews, coached cashiers on best practices for cash handling, and reinforced standards to reduce errors and improve accuracy.
• Troubleshot POS system issues during upgrades, coordinating with IT teams to ensure smooth transactions and maintain uninterrupted service for customers.
• Participated in interviewing and providing input for new hire selection, helping build a strong and capable front-end team.
• Drove exceptional customer service by setting clear expectations for associates and ensuring they were well-prepared to assist customers.
• Oversaw front-end operations, including registers, returns desks, and customer service areas, ensuring cleanliness, organization, and operational readiness.
• Conducted regular safety audits and provided ongoing coaching to ensure associates followed safety protocols, preventing accidents.
• Coordinated with department supervisors to adjust staffing levels based on customer traffic, ensuring that all areas were adequately staffed and operational.
• Managed associate relations, addressing concerns and escalating issues to HR or management when necessary to maintain a positive work environment.
• As Manager-on-Duty (MOD), took full responsibility for store operations, addressing customer issues, handling complaints, and providing real-time coaching to associates to ensure optimal performance.
• Identified areas for operational improvement, recommending and implementing strategies to streamline processes and enhance overall efficiency.

Lowe's Home Improvement

Jul 2018 – Mar 2020

Back End Supervisor

Norfolk, VA

• Led a team of 5+ associates in streamlining freight operations, reducing workflow delays and improving overall efficiency from dock to floor.
• Proactively identified and resolved shipment discrepancies in collaboration with vendors, ensuring inventory accuracy and preventing stockouts.
• Trained and coached associates on inventory management best practices and the safe use of power equipment, maintaining a zero-incident safety record.
• Conducted daily safety reviews, ensuring compliance with OSHA regulations and store protocols, contributing to a secure work environment.
• Worked cross-functionally with front-end teams to address operational barriers, implementing solutions that improved stock availability and customer service.
• Delivered weekly performance reports to management, offering insights into bottlenecks, safety concerns, and opportunities for process improvements.

Lowe's Home Improvement

Apr 2016 - Jul 2018

Delivery Coordinator

Norfolk, VA

• Scheduled and dispatched daily deliveries, ensuring 100% accuracy in load verification through barcode scans, minimizing errors and delays.
• Served as the primary point of contact for delivery issues, including damages and reschedules, resolving the majority of cases within 24 hours to maintain high customer satisfaction.
• Maintained real-time delivery logs, tracking inventory against shipments to prevent discrepancies and ensure seamless delivery operations.
• Collaborated with internal teams to optimize delivery schedules, enhancing overall efficiency and meeting customer delivery expectations consistently.
• Monitored delivery progress, addressing any obstacles or delays, and communicated updates to customers to keep them informed and satisfied.
• Provided exceptional customer service, handling concerns professionally and promptly, reinforcing Lowe’s reputation for reliable service.

Lowe's Home Improvement

Oct 2013 - Apr 2016

Customer Service Associate

Norfolk, VA

• Trained and mentored new hires on POS systems, improving transaction accuracy, order fulfillment, and overall team efficiency.
• Supported online order fulfillment and returns, enhancing the customer experience by reducing wait times and streamlining processes.
• Promoted product knowledge across the team, driving increased accessory sales through in-depth training and customer engagement.
• Processed 100+ daily transactions with accuracy, balancing cash drawers without discrepancies and maintaining high customer satisfaction.
• Actively promoted store credit programs, contributing to an uptick in sign-ups during promotional periods and boosting store revenue.
• Organized and maintained checkout areas using barcode scanners, promptly reporting and addressing equipment issues to ensure seamless operations with minimal downtime.
• Supervised self-checkout stations, assisting multiple customers simultaneously and resolving issues to keep transactions running smoothly.
• Monitored and ensured compliance with store safety protocols, contributing to a safe shopping environment and reducing incidents.

Self-Employed

May 2010 - Aug 2013

Freelance Technical Support

Norfolk, VA

• Built and customized PCs based on individual client needs—gaming, productivity, or general use, balancing performance, compatibility, and budget.
• Installed and configured hardware, software, and operating systems, providing clients with fully functional, ready-to-use systems.
• Performed data migration via drive imaging or manual file transfers, helping clients retain critical files when upgrading or replacing systems.
• Set up and secured home networks, including routers, modems, and peripheral device integration.
• Diagnosed and resolved issues across PCs, laptops, and mobile devices, restoring functionality efficiently.
• Provided troubleshooting and ongoing support for desktops, laptops, and mobile devices, including remotely via TeamViewer when needed.

Farm Fresh Supermarkets

May 2007 - Apr 2010

Lead Bookkeeper

Norfolk, VA

• Managed day-to-day bookkeeping, including payroll, budget tracking, and lottery inventory, ensuring financial accuracy and regulatory compliance.
• Audited financial ledgers and reconciled sales reports, maintaining adherence to company policies and ensuring consistency in financial data.
• Directed staff in cash handling procedures and lottery system operations, fostering accuracy and enhancing customer satisfaction.
• Monitored and tracked the budget, identifying discrepancies and collaborating with management to implement corrective actions.
• Ensured ongoing compliance with financial regulations, supporting audits and maintaining strong internal controls.

Farm Fresh Supermarkets

Jun 2005 - May 2007

Assistant Bookkeeper

Norfolk, VA

• Assisted in managing deposits, reconciliations, and vendor payments, ensuring accurate financial records for year-end audits and compliance with audit requirements.
• Supported inventory reconciliation efforts, tracking vendor credits and verifying payment accuracy to maintain up-to-date financial records.
• Collaborated in troubleshooting financial software discrepancies, helping to minimize downtime and ensure smooth audit processes during critical periods.
• Prepared financial documentation for audit purposes, ensuring that records were complete, accurate, and compliant with company standards.
• Assisted in monitoring cash flow and vendor accounts to identify discrepancies, working closely with senior staff to resolve issues promptly.

Farm Fresh Supermarkets

May 2004 - Apr 2010

Receiving Clerk

Norfolk, VA

• Verified shipments and vendor credits to maintain accurate stock levels.
• Coordinated with warehouse staff to expedite stock replenishment and reduce delays in product availability.
• Enforced safety protocols for powered equipment use, resulting in zero OSHA violations.
• Provided weekly operational updates to management, addressing bottlenecks and improving productivity.

Farm Fresh Supermarkets

Nov 2003 - Jun 2005

Sales & Service Representative

Norfolk, VA

• Operated lottery machines and balanced sales figures with store totals, ensuring accurate financial reporting and smooth daily operations.
• Delivered technical support to customers and staff for lottery machine issues, improving transaction up-time.
• Assisted customers in the purchase of tickets and event seating for venues, enhancing customer satisfaction and sales efficiency.
• Supported customer inquiries and bill payments, enhancing service quality and improving store reputation.
• Promoted store loyalty programs, increasing sign-ups during promotional periods and boosting customer retention.
• Organized checkout areas efficiently and reported equipment issues promptly, ensuring smooth customer transactions and minimizing downtime.

Farm Fresh Supermarkets

Aug 2003 - Nov 2003

Cashier

Norfolk, VA

• Processed transactions efficiently and balanced cash drawers daily, ensuring accurate financial records and smooth customer service.
• Promoted loyalty programs and handled customer returns to increase engagement and satisfaction.
• Maintained compliance with store policies by conducting regular checks of checkout equipment and reporting issues.