Reginald Williams

Strategic and analytical professional with proven track record of success in directing enterprise-scale technology initiatives, integrating complex systems, and fostering cross-functional collaboration to achieve operational and strategic goals. Well-versed in managing technical project lifecycles, streamlining IT operations, and coordinating global teams to deliver secure, compliant, and efficient solutions. Demonstrated expertise in implementing infrastructure upgrades, optimizing asset tracking, and ensuring regulatory alignment through structured planning and execution.

Adept at aligning technology strategies with business objectives, strengthening vendor relationships, and driving measurable improvements in performance and reliability.

Technical Support Analyst - Dupont - Wilmington, DE

(2023-01 - 2024-12)

Deployed and configured software for laboratory environments and oversaw comprehensive backup processes to ensure equipment reliability and data integrity. Performed Windows 11 upgrades via Altiris, enhancing system performance and minimizing downtime. Tracked IT asset inventory and coordinated with third-party vendors for secure equipment decommissioning.

• Improved client issue resolution speed by delivering efficient helpdesk support through ServiceNow.
• Strengthening system infrastructure by adding Windows servers in secure locations through internal applications requiring specific port configurations.

Technical Project Coordinator III - Merck Pharmaceuticals - West Point, PA

(2022-01 - 2022-12)

Scheduled and organized 80+ lab assets by leveraging Power BI to track inventory and prepare PCs for modernization imaging. Streamlined governance and provisioning of instruments, computers, and applications through collaboration with senior directors, scientists, IT leadership, and vendors. Maintained compliance and asset accuracy by coordinating removal and disposal of lab equipment via SWMS/Appian inventory management following ERF completion.

• Accelerated global data gathering and analysis by utilizing Azure Power BI to consolidate and present legacy and new asset information.
• Verified nearly 30 user environments and over 5,000 programs, systems, and applications, creating detailed tickets with Power BI-based analysis to guide project decisions.
• This contributed to a $68M modernization migration by upgrading, installing, and replacing legacy computers and instruments, serving as global support coordinator for West Point, and facilitating cross-stakeholder collaboration. Created and presented weekly status reports key stockholders

Technical Lab Support Analyst - Merck Pharmaceuticals - West Point, PA

(2021-01 - 2021-12)

Prepared Windows 10 laptops and deployed or upgraded scientific instruments across GxP and non-GxP environments to improve operational efficiency. Steered and analyzed governance data backups using Acronis to safeguard research integrity. Coordinated with VPs, directors, vendors, and scientists to service Waters, Agilent, PerkinElmer, Malvern, and other instruments, enhancing performance and reliability.

• Improved request resolution timelines by managing and tracking service tickets through ServiceNow.
• Strengthened system security by provisioning secure credentials for remote access to critical instruments and computers.
• Verified compatibility of systems, laptops, and computers with Windows 10 in secure facilities through comprehensive testing.

R&D Senior Lab Technical Support Analyst - GlaxoSmithKline - King of Prussia, PA

(2019-01 - 2020-12)

Streamlined migration process by imaging and installing Windows 10 computers for end users. Improved network integration by consulting with lab owners and instrument vendors to determine optimal methods for adding equipment to the GSK network. Protected critical research data by implementing a backup system for R&D applications using Acronis.

• Facilitated operational continuity by deploying Windows 7 systems to lab owners, users, and temporary clients.
• Enhanced workflow forecasting by leveraging MS Dynamics to measure usage patterns and project compatibility post-Windows 10 implementation.
• Accelerated issue resolution and asset accuracy by supporting R&D helpdesk tickets via BMC Remedy, updating user lists, and managing inventory in SharePoint.

Helpdesk Manager - Alphanumeric Supporting Chiltern - King of Prussia, PA

(2016-01 - 2018-12)

Migrated 6,500 users to O365 and other applications within the Covance infrastructure, deploying Windows 10 and Mac iOS images with DesLock encryption via Microsoft Intune Endpoint Support. Improved remote connectivity by training users on Cisco VPN for secure infrastructure access. Streamlined operations by overseeing employee logs, vacation schedules, and training initiatives while serving as primary liaison with Chiltern SR executives, senior management, and stakeholders on behalf of Alphanumeric.

• Increased helpdesk efficiency by training new analysts on the Salesforce helpdesk platform.
• Enhanced onboarding experience by developing improved methods to integrate new users into the company.
• Achieved promotion to Help Desk Support Manager through consistent performance and expanded responsibilities.

Global Business Support Analyst - GlaxoSmithKline - King of Prussia, PA

(2013-01 - 2016-12)

Ensured project compliance and on-time delivery by defining scope, creating Gantt charts and dashboards, tracking life cycles, retiring non-compliant applications, and deploying new software via SCCM to national and global sites. Enabled enterprise application access by scheduling QA testing through Altiris and granting installation permissions in AIT for global users. Supported SAP HANA rollout by coordinating with vendors, IT engineers, and application owners for successful deployment.

Preserved system integrity by using Altiris to back up client computers and deploy images.

• Maintained secure mobile access by controlling AirWatch MDM/MAM portal permissions for Android and Mac iOS users.
• Improved application readiness by analyzing programs in the Client Application Management Portal (CAMP) using Agile methodology.
• Expanded application deployment capabilities by strengthening relationships with global executives, application owners, scripting analysts, and stakeholders to align scripting and implementation strategies.

Server and Backup Support Specialist - PACTIV/REYNOLDS - Exton, PA

Integration Migration Deployment Specialist - Cephalon Biopharmaceuticals - Malvern, PA

Lead QA & Scheduler, Executive Test Group - Pfizer Pharmaceuticals - Collegeville, PA

Project Lead Windows 7 and Application Deployment Analyst - Blue Cross - Philadelphia, PA

Diploma - General Academics - Canton High School

Bachelor - Business Administration - Mississippi State