William Bell
Temple Hills,MD
Summary
Resourceful End User Support Technician known for high productivity and efficient task completion. Specialized skills include troubleshooting hardware/software issues, implementing effective solutions to complex problems to support users. Excel in communication, teamwork, and adaptability, ensuring seamless support and satisfaction across diverse user groups.
Overview
7
7
years of professional experience
1
1
Certification
Work History
End User Support Technician
GAVS Technologies
Washington, DC
09.2024 - Current
- Provided technical support for end users across diverse software and hardware systems.
- Diagnosed and resolved user issues through remote assistance
- and on-site visits.
- Collaborated with IT teams to implement system upgrades and enhancements.
- Conducted regular system checks to ensure optimal performance of the equipment.
- Assisted in developing user guides and training materials for new technologies.
- Supervised and directed workers engaged in the installation of data communication equipment and software.
- Oversaw the daily performance of computer systems.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Provide daily AV health checks, readiness, and.
- Provide setup, testing, and live support for AV systems in conference rooms.
- Temporary lead shift Manager during times when current Manager is out.
IT Support Specialist
Community of Hope
Washington, DC
01.2022 - 09.2023
- Provided technical support for hardware and software issues across multiple departments.
- Diagnosed and resolved network connectivity problems for end-users effectively.
- Assisted in the installation and configuration of new workstation setups.
- Provided first-line support for Microsoft intune-related services and issues including device enrollment, configuration, and compliance.
- Primary contact of all laptops, mobile devices, Monitors, (lead IT inventory)
- Educated new hires on best practices for software applications and security measures.
- Served as first point of contact for incoming technical service calls and emails.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Demonstrated advanced product knowledge to solve customer issues.
EUS-Windows Migration (Contract)
Freddie Mac
McLean, VA
07.2020 - 11.2021
- Prioritized and organized tasks to efficiently accomplish service goals.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Upgrade users from Windows7 to Windows 10
- Imaging devices to be sent to employees
- Excellent knowledge of VMware, Citrix, o365 and Microsoft products
- Experience as a Desktop Support Technician (Printers, Laptops, Tablets,Company Phones, Mobile Devices)
IT Support Engineer
Options IT
Rockville, MD
07.2019 - 11.2020
- Resolved technical issues for end-users in a timely manner.
- Installed and configured software applications on client devices.
- Provided remote support through ticketing system for troubleshooting requests.
- Documented support procedures and solutions for future reference.
- Collaborated with team members on IT projects and initiatives.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Monitored server performance metrics to identify areas of improvement or optimization.
- Analyzed system logs, identified potential issues, and implemented solutions in a timely manner.
- Configured routers and switches according to organizational specifications.
Service Desk Analyst (Contract)
The Carlyle Group
Roslyn, Washington
06.2018 - 12.2018
- Provided technical support for hardware and software issues across the organization.
- Assisted users with troubleshooting connectivity and application problems efficiently.
- Documented and tracked service requests in the ticketing system accurately.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
Education
IT Certificate -
Year Up
Washington Dc 06-2017
High School Diploma -
Cardozo High
Washington DC01-2012
Skills
- Technical support
- Troubleshooting hardware
- Network configuration
- System upgrades
- Device management
- User training
- IT project coordination
- Windows 7, 10, 11
- TCP/IP
- Microsoft office specialist (MOS) expert
- Mac systems
Certification
- Year Up IT certificate
Accomplishments
- Above and Beyond (Award) current job
- Exceeded Target Expectations (Current job)
References
References available upon request.
Timeline
End User Support Technician
GAVS Technologies
09.2024 - Current
IT Support Specialist
Community of Hope
01.2022 - 09.2023
EUS-Windows Migration (Contract)
Freddie Mac
07.2020 - 11.2021
IT Support Engineer
Options IT
07.2019 - 11.2020
Service Desk Analyst (Contract)
The Carlyle Group
06.2018 - 12.2018
IT Certificate -
Year Up
High School Diploma -
Cardozo High