Jonathan Andrew Williams

• Handled high-volume inbound non-emergency calls from Baltimore City residents and visitors while maintaining professional, tactful, and courteous service.
• Listened to and interpreted resident concerns to determine the appropriate City service, agency information, or service-request category.
• Created and documented service requests for sanitation, potholes, and other municipal concerns, ensuring accurate information for agency follow-up.
• Provided accurate information regarding City services, programs, schedules, procedures, and municipal guidelines.
• Navigated multiple computer systems while actively listening, researching information, entering data, and communicating with callers.
• De-escalated frustrated or upset callers using patience, active listening, sound judgment, professionalism, and clear communication.
• Worked within a metric-driven environment where efficiency, accuracy, service quality, call handling, and customer satisfaction were important measures of performance.
• Provided and worked with call-center performance information at different points in call-center roles and understand how key metrics are used to identify trends, coaching needs, and operational opportunities.

• Provided high-volume, customer-facing technical support, computer repair, configuration, optimization, and technology recommendations.
• Diagnosed technical problems and explained repair options and solutions in clear, customer-friendly language.
• Resolved difficult customer situations while balancing company procedures, customer expectations, technical requirements, and available solutions.
• Although the position did not carry a formal management title, was regularly trusted with management-level responsibilities because of overall experience, technical knowledge, and leadership background.
• Supported day-to-day operations, guided other employees, assisted with escalated customer situations, and helped maintain service and performance standards.

• Supported technology solutions and workflow improvements while collaborating with stakeholders on enterprise systems and user needs.

• Managed day-to-day IT support operations for staff and residents, including troubleshooting, service requests, user assistance, ticket documentation, and technology training.
• Coordinated support activity across users, systems, departments, and large-scale technology upgrades.
• Helped resolve escalated technical and customer-service issues while maintaining clear communication and strong working relationships.
• Trained staff and residents with different levels of technical experience and reinforced consistent support procedures and service standards.

• Resolved connectivity and product-use issues for Wi-Fi-enabled SD cards and guided customers through troubleshooting procedures.
• Supported customer satisfaction through clear communication, product education, and issue resolution.

• Provided telephone and computer-based troubleshooting for hardware, software, system access, and user issues.
• Documented problems, troubleshooting activity, and resolutions while managing multiple support requests and contributing to team knowledge sharing.

Delivered hands-on robotics and coding instruction to students from Talbot, Caroline, and Dorchester counties. Guided teams through robot design, building, coding, teamwork, problem solving, project management, and presentations.

Provided coaching, troubleshooting assistance, and performance feedback within a short, project-driven program.

• Delivered hands-on robotics and coding instruction to middle-school students, including participants from Talbot, Caroline, and Dorchester counties.
• Guided teams through robot design and building, coding, teamwork, problem-solving, project management, and presentations.
• Provided coaching, troubleshooting assistance, and performance feedback within short, project-driven program timelines.
• In 2025, all four teams completed their robots by the end of the second day.

• Teach robotics and drone coding through hands-on workshops connecting programming, data collection, flight principles, and engineering design.
• Coach students through design, testing, troubleshooting, iteration, teamwork, and competition preparation.
• Adapt instruction and demonstrations for learners with different ages, experience levels, and technical confidence.

• Developed hands-on drone programming and flight curriculum to prepare students for competitions and autonomous challenges.

• Led computer literacy workshops covering essential computer skills for diverse community members in a supportive learning environment.

• Deliver job-focused computer and digital literacy instruction using personalized lesson plans and practical exercises.
• Help learners build confidence with workplace technology, online tools, computer fundamentals, and problem solving.
• Assess learner progress, provide constructive feedback, and adjust instruction to support individual goals and needs.

• Taught IT and cybersecurity fundamentals using hands-on labs, demonstrations, assessments, and learner-centered instruction.
• Evaluated learner understanding and provided corrective guidance to improve performance.

• Created and managed social media content, promoted events, monitored engagement, and adjusted strategy using platform analytics.

• Develop and execute internal and external communications strategies aligned with organizational goals.
• Manage content, digital platforms, media relations, campaign messaging, and crisis communications across multiple audiences.
• Coordinate with staff and partners to translate programs, advocacy priorities, and organizational updates into clear public-facing materials.
• Support team communication, issue resolution, and consistent messaging across projects and campaigns.

• Manage website development and social media engagement to strengthen outreach and audience communication.
• Equip staff with digital tools, guidance, and technical support for online content and community engagement.

• Provide computer troubleshooting and repair, technical support, web development, digital media, photography, and instructional services.
• Develop and maintain websites and digital content while helping clients choose and use technology that supports their goals.
• Mentor students and community members in technical and creative disciplines through practical, project-based guidance.
• Manage multiple client projects, service priorities, deadlines, and communications independently.

• Operated, maintained, diagnosed, and repaired advanced submarine weapons and electronic systems in demanding, high-pressure environments.
• Performed technical diagnostics and followed strict safety, security, operational, and documentation procedures to support mission readiness.
• Trained and mentored junior personnel in system operation, diagnostics, maintenance, and safety protocols.
• Developed leadership skills grounded in accountability, teamwork, precision, calm decision-making, and adherence to procedures.

• Volunteer robotics judge and mentor.

• Volunteer and mentor supporting young people and community connection.

• Competition judge and robotics coach supporting multiple Baltimore City teams.

• Board member and volunteer supporting youth development and community programming.