David Botchway
Somerville,MA
Summary
IT professional with expertise in SharePoint administration and incident triage at HCLTech. Proven ability to enhance user experience through effective communication and technical documentation. Proficient in Microsoft 365 and Azure Active Directory, leading initiatives that improved operational efficiency and user satisfaction.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Deskside Support
HCLTech
02.2025 - 06.2025
- Supported Biogen’s corporate intranet and SharePoint Online sites for end users and content owners, including permissions, site membership, and access troubleshooting.
- Assisted site owners with content publishing, page layouts, and web parts; documented how-to guides for uploading, tagging, and sharing content to improve findability and governance.
- Triaged and remediated broken links, missing assets, and sync conflicts (OneDrive/SharePoint); collaborated with platform admins on escalations and policy updates.
- Supported employee adoption of Biogen’s ADA AI assistant by troubleshooting access, conversation failures, and handoff-to-human workflows; captured and routed feedback to improve intents and knowledge articles.
- Identified content gaps surfaced by ADA AI interactions and coordinated with SharePoint/intranet owners to enrich KBs and intranet pages referenced by the assistant.
- On assignment at Biogen
IT Support Technician Level II
World Insurance Associates LLC
02.2024 - 11.2024
- Provided Tier 2 Service Desk and remote support across a distributed environment; handled escalations from Tier 1 and partnered cross-functionally for problem management.
- Resolved Microsoft 365 issues (Outlook, Teams, OneDrive, SharePoint), Windows, printing, and line-of-business apps; improved ticket cycle time and backlog health.
- Utilized Microsoft Intune for workstation provisioning, application rollout, compliance, and patch management.
- Trained end users on MFA, secure file-sharing, Teams collaboration, and phishing awareness.
Digital Media & Classroom Technology Technician
Salem State University
06.2021 - 01.2024
- Supported classroom/event technology (projectors, lecture capture, audio systems, document cameras) to ensure instructional uptime.
- Responded to live incidents during classes and events; supported Microsoft Teams Rooms/Cisco endpoints; executed preventative maintenance and firmware updates.
- Triaged first-line support requests; created and routed tickets; strengthened customer service and communication.
Education
Bachelor of Science - Communications & Media Studies
Salem State University
Skills
- Windows 10 and MacOS
- Salesforce CRM and Microsoft 365
- Microsoft Intune and Active Directory
- Network protocols and VPN
- Wi-Fi troubleshooting and support
- Vorex and Jira management
- ServiceNow ticketing system
- Microsoft Teams Rooms setup
- Basic PowerShell automation
- Effective communication skills
- Incident triage and escalation
- Technical documentation practices
- End-user training programs
- Service level agreements (SLAs)
- SharePoint administration
- Tier 2 support
- Azure Active Directory
- Content management
- Customer relations
Personal Information
Title: Technical Support Analyst
Certification
- HubSpot Inbound Certified
- Apple Search Ads Certified
Affiliations
- New York Tea Society
References
References available upon request.
Internships
- PBS, NOVA Digital Video Intern
- Massachusetts Technology Collaborative, CyberCenter Mentee
- Studio 148, Studio Intern
Timeline
Deskside Support
HCLTech
02.2025 - 06.2025
IT Support Technician Level II
World Insurance Associates LLC
02.2024 - 11.2024
Digital Media & Classroom Technology Technician
Salem State University
06.2021 - 01.2024
Bachelor of Science - Communications & Media Studies
Salem State University