Breann Williams

• Currently contracted as an Endpoint Technology Support Technician to support Virginia Peninsula Community College, as well as VCCS.
• Provides comprehensive technical support to faculty, staff, and students across campus for a wide range of endpoint devices including desktops, laptops, tablets, and printers.
• Maintains and troubleshoots both hardware and software for classroom technology setups, ensuring all equipment functions smoothly for daily academic sessions.
• Assists in the setup, configuration, and deployment of computer labs and specialized software required for academic programs, ensuring compliance with educational software licensing.
• Collaborates with IT teams to implement software updates, security patches, and virus protection across campus endpoint devices, safeguarding college networks and data.
• Provides training and assistance to faculty and staff on the use of technology for classroom instruction and administrative tasks, improving overall tech literacy on campus.
• Documents support requests and resolutions via IssueTrak, tracking performance metrics, and identifying trends for continuous improvement.

Key Achievements:

• Successfully reduced average ticket resolution time, resulting in increased faculty, staff, and student satisfaction.
• Reduced classroom technology downtime through proactive maintenance and rapid response to issues.

• Provided on-site technical support to end-users in the Newport News shipyard, ensuring hardware and software issues were resolved promptly
• Installed, configured, and maintained operating systems and software applications
• Worked along side the IT team to troubleshoot network connectivity issues and assist in the resolution of network-related problems
• Performed regular system backups and recovery procedures to safeguard critical data and minimize data loss
• Helped with development of support documentation and knowledge base articles to improve overall efficiency within specific departments