Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Additional Information
Timeline
Generic

Douglas Witherspoon

Stafford,VA

Summary

Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

10
10
years of professional experience

Work History

IT Support Specialist

St. Johns Packaging
09.2018 - 09.2023
  • Used ticketing systems to manage and process support actions and requests.
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Determined hardware and network system issues using proactive troubleshooting techniques.
  • Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
  • Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
  • Managed backup and recovery of data assets to safeguard system availability.
  • Updated software to safeguard against security flaws.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
  • Delivered onsite technical support for 100 + employees.
  • Answered questions and provided information to customers about new software or hardware.
  • Wrote and reviewed tickets to request maintenance to various types of equipment.
  • Monitored systems in operation and quickly troubleshot errors.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Configured hardware and granted system permissions to new employees.
  • Researched product and issue resolution tactics to address customer concerns.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Configured hardware, devices, and software to set up work stations for employees.

IT Help Desk Technician

Registry Partners
03.2016 - 09.2018
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Performed tests of functionality, security, and performance of different workstations and devices.
  • Documented support interactions for future reference.
  • Walked individuals through basic troubleshooting tasks.
  • Provided on-call support for critical issues related to Healthcare software.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Suggested software and hardware modifications to reduce lag time and improve overall speed.
  • Rolled out software updates and applied server patches to thwart threats from penetrating networks.
  • Responded promptly to incoming sales leads and requests for technical support.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Installed and configured operating systems and applications.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Maintained servers and systems to keep networks fully operational during peak periods.

IT Specialist

Piedmont Health Services
06.2013 - 03.2016
  • Answer PHS staff question in person, via the phone or VNC and like technology
  • on all company supported hardware and applications. Currently the PHS
  • applications include Centricity, Dentrix, QS/1, email, Microsoft Office Products, SonicWall Global VPN client, Adobe Acrobat Capture, ADP
  • Docutrack, Lync and Biscom.Troubleshoot network issues including wireless routers
  • Serve as liaison between staff and the network administrator to resolve issues
  • Work on application projects such as updating software, loading upgrades.
  • Document resolutions of problems in connect wise ticket system.
  • Perform hardware and software installations
  • Providing training for new and present employees for specified applications
  • Provide training for new and present employees on hardware
  • Perform other duties as assigned
  • Virus identification and removal and management of antivirus system
  • Respond to afterhours support requests from PHS providers
  • Sets up users’ active directory, GroupWise accounts and assists in managing these
  • Configures scanning systems for use with EMR indexing solutions
  • Assist with new locations including installing access points, switches and patch panels

Education

Bachelor of Science - Information Technology

American InterContinental University
Schaumburg, IL
06.2006

Skills

  • Hardware Replacement
  • Component Replacements
  • User Experience
  • Manual Writing
  • Software and Hardware Implementation
  • Helpdesk Call Support
  • Microsoft Active Directory
  • Backup and Recovery
  • Wireless Area Networking
  • Service Desk Team Management
  • Virus Protection
  • Operating System Management
  • File Management Software
  • Disk Space Management
  • Mobile Device Management
  • Technical Equipment Inspection
  • Hardware Upgrades
  • Instruction and Training
  • Organizational Skills
  • Patch Implementation
  • Resolve Technical Problems
  • Employee Computer Support
  • Desktop Partitioning Software
  • System Performance Assessments
  • Tracking and Documentation
  • Hardware Components
  • Hardware and Software Repair
  • Microsoft Windows and Office
  • Tablets Support
  • Friendly and Patient
  • Remote Access Software
  • Warehouse Support
  • Closing Tickets
  • Support End-Users
  • Training Material Development
  • Client Meetings
  • Issue and Resolution Tracking
  • Troubleshooting Network Issues

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.
  • Achieved New system software] by completing implementing our new software system alone due to Covid 19 Travel restrictions with accuracy and efficiency. Received bonus.

Affiliations

NC Real Estate broker.

Additional Information

I am a dedicated professional with lots of IT experience and looking forward to continuing and adding Real Estate to my skillset.

Timeline

IT Support Specialist

St. Johns Packaging
09.2018 - 09.2023

IT Help Desk Technician

Registry Partners
03.2016 - 09.2018

IT Specialist

Piedmont Health Services
06.2013 - 03.2016

Bachelor of Science - Information Technology

American InterContinental University

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Douglas Witherspoon