Will Watrous
Grand Rapids
Summary
Engaged, hardworking IT professional with 9 years of Helpdesk experience looking for new opportunity to leverage and further develop professional skills. Eager team player proficient at adapting to fast-paced environments while maintaining a positive attitude.
Overview
15
15
years of professional experience
Work History
Desktop Support Technician
Perrigo
12.2024 - 12.2025
- Provide Tier 2 support on-site and remotely while providing excellent customer service.
- Install, configure, and troubleshoot hardware, software, and peripherals
- Collaborate with Level 3 and outsourced IT teams to resolve complex issues involving systems, networking, and enterprise applications.
- Diagnose and resolve hardware, OS, driver, and application issues including Microsoft Office, Teams, OneDrive, Webex, VPN, and network/VoIP connectivity.
- Assist create and facilitate vendor work orders for network cabling, switch/server racks, A/V equipment, electrical/speaker systems, and hardware repairs.
- Manage computer deployment lifecycle, including new-hire setups, device requests, and scheduled PC refreshes.
- Utilize ServiceNow to document incidents, track assets, and maintain accurate records of tasks performed.
USDA Technical Service Representative
Peckham
06.2017 - 11.2024
- Responsible for customer software/hardware issues reported to helpdesk via phone call, chat, or self-service. Create detailed tickets to track and resolve issues
- Performed troubleshooting via remote PC access software such as Dameware
- Provided end user support for software setup, settings, and reconfiguration for workstations, tablets, smartphones, and printers
- Knowledge and experience in Active Directory, Citrix, Dameware, VDI, Remedy, ServiceNow, Microsoft Office, Mobile Iron, InTune
- Consistently cited for meeting/exceeding performance by Supervisors monthly reviews
- Exceeded monthly goals of required over the phone IVR customer satisfaction for end of year reviews
Enterprise Helpdesk
Peckham
03.2018 - 11.2018
- Provide Tier 1 Technical Support to Defense Logistics Agency
Service Desk Intern
Peckham
11.2016 - 06.2017
- Supported the internal service desk by imaging PCs, troubleshooting user issues, and creating tickets.
- Assisted setting up workstations and equipment for new call center.
Computer Technician
Independent Contractor
01.2016 - 01.2016
- Backed up data, diagnosed/installed/repaired operating systems for companies including: LW Lands, Inc; Sleeping Bear, Inc; Law Offices of Rebecca J Wing
Technician
Midstate Security
01.2016 - 01.2016
- Installed/configured Fire Alarm and Security Systems
Counselor
STEP-UP and Coach
01.2011 - 01.2016
- Worked with youth leadership development program serving disadvantaged high school boys from Grand Rapids, Holland, Benton Harbor, Michigan and Chicago, Illinois
Education
Certificate of Technical Studies - Office Automation Training Program
Michigan Career And Technical Institute
Plainwell, MI01-2016
High School Diploma -
Marvelwood, High School
Kent, CT05.2011
Skills
- HDI Support Center Analyst
- CompTIA A CompTIA Candidate ID: COMP001020939459
- 98-336 MTA: Networking Fundamentals Microsoft Certiport ID: 90050752
- 98-349 MTA: Windows Operating System Fundamentals Microsoft Certiport ID: 90050752
- Strong Customer Service & Interpersonal Skills
- Problem Solving & Organizational Skills
- Ability to Work In Stressful Situations & Team Environment
- Steady, Reliable, and Loyal Employee That Takes Direction well
Timeline
Desktop Support Technician
Perrigo
12.2024 - 12.2025
Enterprise Helpdesk
Peckham
03.2018 - 11.2018
USDA Technical Service Representative
Peckham
06.2017 - 11.2024
Service Desk Intern
Peckham
11.2016 - 06.2017
Computer Technician
Independent Contractor
01.2016 - 01.2016
Technician
Midstate Security
01.2016 - 01.2016
Counselor
STEP-UP and Coach
01.2011 - 01.2016
Certificate of Technical Studies - Office Automation Training Program
Michigan Career And Technical Institute
High School Diploma -
Marvelwood, High School