Harold R. Williams
Sanford,NC
Summary
Detail‑oriented IT Support Technician with 8+ years of hands‑on experience troubleshooting hardware, software, networking, and user‑access issues across enterprise environments. Strong track record of fast issue resolution, high user satisfaction, and efficient ticket management. Experienced supporting healthcare, corporate, and field‑service environments with expertise in Windows, Office 365, AD administration, and remote support. Known for clear communication, ownership of technical problems, and consistent SLA compliance.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Xerox
Chapel Hill, NC
01.2022 - 01.2025
- Resolved an average of 20–30 printer, connectivity, and configuration issues per week across multiple client sites.
- Managed on-site troubleshooting for A3/A4 printer fleets, reducing repeat service calls by 25% through root-cause identification and preventive maintenance.
- Documented all actions in the ticketing system, improving ticket accuracy and handoff quality.
- Achieved a 95%+ customer satisfaction score through timely communication and clear explanations.
- Completed advanced Xerox A3/A4 technical certification.
Help Desk Agent (Contract – U.S. Department of Veterans Affairs)
Veterans Engineering
Fargo, ND
01.2021 - 01.2022
- Provided technical support to 300+ VA hospital staff, including physicians, nurses, and administrative personnel.
- Resolved 40–60 tickets per week involving software issues, access problems, workstation performance, and peripheral troubleshooting.
- Maintained SLA compliance above 90% through efficient triage, prioritization, and escalation.
- Supported enterprise applications including Adobe Acrobat, Microsoft Office, and multiple VA-specific clinical systems.
- Conducted remote troubleshooting using diagnostic tools and targeted questioning, achieving 70% first-call resolution.
Network Engineer
Corporate Technologies LLC
Fargo, ND
01.2019 - 01.2020
- Delivered daily support for 150+ end users, resolving issues involving networking, OS errors, authentication failures, and hardware malfunctions.
- Installed, configured, and maintained desktops, servers, switches, routers, and backup devices.
- Reduced recurring network issues by 20% by identifying errors in endpoint configuration and completing corrective updates.
- Ensured data security and compliance by following established patching, access control, and backup procedures.
Service Desk Analyst / IT Administrator
Noridian Mutual Insurance
Fargo, ND
01.2016 - 01.2018
- Provided Tier 1–2 support for 500+ employees across phone, email, and walk-ups.
- Managed AD tasks including account creation, password resets, distribution list updates, and access permissions.
- Maintained Windows and Linux servers supporting DNS, DHCP, and file storage.
- Performed diagnostics and system optimization, reducing workstation issues and improving reliability.
- Supported office productivity tools, printing, network connectivity, and new-hire system setup.
Education
Master of Science - Computer Information Systems
Bellevue University
Bellevue, NEBachelor of Science - Business Information Systems
Bellevue University
Bellevue, NEAssociate of Applied Science - Electrical Engineering Technology
Hamilton Technical College
Davenport, IASkills
- Windows 10/11
- Windows Server
- Active Directory
- Group Policy
- DNS
- DHCP
- ServiceNow
- Remedy
- RDP
- SCCM
- Microsoft Intune
- TCP/IP
Certification
- Cisco Certified Network Associate (CCNA), 2022-01-01
- Xerox A3/A4 Certified Technician
Timeline
Technical Support Representative
Xerox
01.2022 - 01.2025
Help Desk Agent (Contract – U.S. Department of Veterans Affairs)
Veterans Engineering
01.2021 - 01.2022
Network Engineer
Corporate Technologies LLC
01.2019 - 01.2020
Service Desk Analyst / IT Administrator
Noridian Mutual Insurance
01.2016 - 01.2018
Master of Science - Computer Information Systems
Bellevue University
Bachelor of Science - Business Information Systems
Bellevue University
Associate of Applied Science - Electrical Engineering Technology
Hamilton Technical College
Personal Information
Title: IT Support Technician | Help Desk Specialist