William Barbour
Burlington,New Jersey
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
9
9
years of professional experience
Work History
Field Service Technician
EMBER Managed Security and IT
King Of Prussia, PA
02.2023 - 11.2023
- Monitored system performance and identified potential issues before impacted users
- Organized client's systems and users across for ease of tracking recurring problems and developing solutions to reduce overall support time
- Maintain client relations as on-site support technician of 2-3 regular client visits each week.
- Responded quickly to emergency maintenance requests for timely on-call support.
- Used ServiceNow and Ninja as Service Desk software.
- Supported Office365, Azure, and Cisco technologies.
- Continuously expanded knowledge base through ongoing training and certification programs, staying current with industry advancements.
Client Services Representative
Advocare, LLC
Marlton, NJ
09.2020 - 02.2023
- Developed and maintained client relationships by providing excellent customer service
- Developed and Deployed Advocare's Manage Engine Service Desk as part of their initial team
- Traveled to an average of 6 customer locations per week to repair network hardware, desktop, and mobile devices, including firewalls and tablet computers
- Drafted SOPs for IT department procedures and distributed to appropriate personnel
- Kept team on task, tracking schedules, monitoring deliverables, and troubleshooting technical problems.
- Supported Office 365, Azure, and Cisco technologies.
- Supported both Windows and MAC environments.
Desktop Support Specialist
Guide IT
Marlton, NJ
04.2019 - 08.2019
- Traced root causes of technical failures with systematic approach to troubleshooting desktop hardware and software problems.
- Ensured compliance with company policies and industry regulations through diligent monitoring of desktop environments and security protocols.
- Reduced downtime by proactively troubleshooting and resolving IT issues.
Agent
Best Buy
06.2014 - 04.2019
- Fixed desktop users' technical problems with remote analyses and expert diagnostic abilities
- Created and tested a desktop image to be applied at all visited Care Centers
- Helps drive a positive customer experience by building relationships, exhibiting empathy, and providing solutions to their needs
- Responsibly manages inventory and Geekmobile maintenance
- Provides feedback and training to store teams as well as assists with in-store stock repairs.
Information Technology Support Technician
RedEye
08.2019 - 02.2019
- Accommodated wide-ranging customer experience levels by adjusting technical support strategies
- Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures
- Resolved most calls with first contact and escalated remaining calls to appropriate personnel for swift handling
- Met performance targets by guiding calls using excellent communication skills and decisive approach.
Education
Bachelors of Computer Science -
Rowan College
Skills
- A certified
- Troubleshooting and repair
- Office 365
- ServiceNow
- Azure
- Cisco
- Customer Service
- Problem-Solving
- Positive Attitude
Timeline
Field Service Technician
EMBER Managed Security and IT
02.2023 - 11.2023
Client Services Representative
Advocare, LLC
09.2020 - 02.2023
Information Technology Support Technician
RedEye
08.2019 - 02.2019
Desktop Support Specialist
Guide IT
04.2019 - 08.2019
Agent
Best Buy
06.2014 - 04.2019
Bachelors of Computer Science -
Rowan College