William Bowden
Hamilton
Summary
Dedicated Technical Support Specialist skilled in tier 1 support and troubleshooting software and system issues. Creates clear solutions for end users using strong technical documentation and remote support tools. Thrives in fast-paced, ticket-driven environments, collaborating with cross-functional teams to enhance service delivery and improve system efficiency through proactive maintenance.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Representative (Service Counter Support)
Social Security Administration
Cincinnati
01.2023 - 05.2025
- Provided face-to-face and phone-based technical and system-related assistance in a high-volume service environment.
- Entered, updated, and maintained customer records in computer-based systems to ensure data accuracy and accessibility.
- Explained technical procedures and system requirements clearly to enhance customer understanding and facilitate next steps.
- Accurately entered, updated, and maintained customer records in computer-based systems.
- Maintained detailed records of all communication with customers, claimants, providers, and internal departments.
- Maintained detailed records of claims activities in internal systems.
- Maintained comprehensive records of communication with customers, claimants, providers, and internal departments to support efficient claims processing.
Customer Service Agent L1 (Technical Support)
Webhelp
Mason
05.2022 - 02.2023
- Assisted users via remote desktop tools to diagnose and resolve technical problems, improving user satisfaction.
- Delivered Tier 1 technical support for software, browser, and connectivity issues.
- Utilized documented workflows and knowledge bases to deliver consistent and accurate solutions to user inquiries.
- Escalated unresolved issues while documenting troubleshooting steps, ensuring accountability and traceability.
Hardware Repair Intern (Computer Technician)
Niktec
Franklin
10.2021 - 05.2022
- Diagnosed and repaired desktop and server hardware, including motherboards and power supplies.
- Repaired and replaced faulty components in desktop and laptop systems efficiently.
- Performed diagnostics, isolated problems, and fixed electronic hardware components by testing and exchanging to ensure functionality.
- Documented repairs and technical findings to enhance internal tracking and support quality assurance.
- Supported systems across Windows, macOS, Linux, DOS, and UNIX-based environments.
- Collaborated with cross-functional teams to troubleshoot and resolve complex hardware issues.
- Managed inventory of spare parts and ordered supplies for repairs.
- Performed diagnostics and isolated problems to restore functionality of electronic hardware components.
- Built custom workstations according to customer specifications.
Education
Learning Bootcamp - Cybersecurity
Kable Academy
Blue Ash, OH09-2026
Skills
- Customer communication
- Issue de-escalation
- Tier 1 technical support
- Case management
- Troubleshooting
- Software issue resolution
- Browser troubleshooting
- Connectivity troubleshooting
- Windows operating systems
- MacOS operating systems
- Hardware diagnostics
- Problem-solving
- IT support
- Teamwork
Personal Information
Work Permit: Authorized to work in the U.S.
Additional Qualifications
- Strong written and verbal communication skills
- Proven ability to learn proprietary software and systems quickly
- Experience working with both technical and non-technical users
- Team-oriented mindset with a customer-first approach
Certification
- CompTIA IT Fundamentals+
Affiliations
- Cloud server partitioning
- Hardware repair and tinkering
- Single board computers
- Arch Linux
Timeline
Customer Service Representative (Service Counter Support)
Social Security Administration
01.2023 - 05.2025
Customer Service Agent L1 (Technical Support)
Webhelp
05.2022 - 02.2023
Hardware Repair Intern (Computer Technician)
Niktec
10.2021 - 05.2022
Learning Bootcamp - Cybersecurity
Kable Academy