William Burke
Beverly Hills,FL
Summary
Detail-oriented IT Support Specialist with experience in Tier 1 and Tier 2 support, desktop troubleshooting, and telecom systems. Strong background in user support, system administration, and resolving technical issues in fast-paced environments. Known for excellent customer service and ability to communicate with users at all organizational levels.
Overview
1
1
Certification
18
18
years of professional experience
Work History
Tier 2 Telecom Support
Hilton Grand Vacations
Florida
02.2023 - 10.2025
- Provided advanced technical support for VoIP systems including Polycom phones and RingCentral platform
- Troubleshot call routing, IVR systems, and telecom-related issues
- Provisioned user accounts; configured VPN, CXone, telecom tools to enhance user connectivity
- Collaborated with third-party vendors to effectively resolve network and voice issues
- Escalated complex issues to appropriate teams; ensured timely resolution for minimal service disruption
Tier 1 IT Help Desk
Hilton Grand Vacations
Florida
01.2020 - 02.2023
- Delivered Tier 1 desktop and remote support for end users across the organization
- Provided tier 1 support to users at all levels, including executives, to facilitate seamless technology usage
- Supported Office 365, Teams, Outlook, and VPN connectivity issues
- Managed Active Directory accounts, performed password resets, and provisioned access to enhance user security
- Logged and tracked incidents in ServiceNow to ensure timely resolution and user satisfaction
Help Desk Technician
Hiregy
Florida
12.2019 - 01.2020
- Resolved user issues via phone and ticketing system
- Reset passwords and troubleshot accounts to restore user access
- Maintained professionalism while supporting users in high-pressure situations
Website Support Technician
H&R Block
Florida
03.2018 - 04.2018
- Guided customers through website navigation and resolved issues to enhance user experience
- Delivered step-by-step troubleshooting support to empower users in resolving technical problems
- Troubleshot technical issues across various software applications to enhance user experience.
- Provided first-level support for customer inquiries regarding tax preparation software functionalities.
- Assisted in training new staff on system navigation and troubleshooting techniques.
Open Enrollment
Mercer
07.2017 - 01.2018
- Acquired knowledge of health and retiree benefits, enhancing support for various clients.
- Interpret and understand calls to provide correct information.
- Developed knowledge of various client standards and procedures for effective service.
- Conveyed information and answered employee questions professionally, ensuring clarity and satisfaction.
- Navigated Mercer system to interpret information effectively, facilitating accurate responses for clients.
Helpdesk Support
CVS
Florida
03.2017 - 04.2017
- Managed 30+ daily calls to provide technical support for POS systems, printers, and store technology
- Remotely accessed systems to troubleshoot and resolve issues
- Facilitated overrides and system rerouting to ensure operational continuity
Avionics Technician
RI National Guard
04.2008 - 10.2014
- Conducted detailed inspections and repairs of avionics components on C-130J aircraft, enhancing flight safety and performance.
- Performed component replacements and basic wiring to ensure instrument functionality and compliance with Air Force requirements.
- Collaborated with pilots to identify and address technical issues, ensuring optimal aircraft performance.
- Managed organization and accuracy of maintenance schedules for fleet of 20 aircraft, ensuring timely maintenance and readiness.
- Analyzed blueprints to enable precise rewiring of aircraft components.
Education
A+ - Information Technology
New Horizons
Lincoln, RINET + - Information Technology
New Horizons
LincolnSEC + - Information Technology
New Horizons
LincolnCCNA - Information Technology
New Horizons
LincolnCCST - Information Technology
New Horizons
LincolnSkills
- Technical troubleshooting
- Problem-solving
- Customer service
- Time management
- Organizational skills
- Flexible and adaptable
- Calm under pressure
- Teamwork and collaboration
- Positive demeanor
Certification
- CompTIA A+, Network+, Security+
- Microsoft Certified Professional (Network Support)
- OSHA 10 Certification
- SAMI Machine Certification Program
- Community College of the Air Force – Aviation Avionics (54 credits)
CORE COMPETENCIES
- Customer Service Excellence
- Problem Solving & Troubleshooting
- Communication Skills
- Multitasking & Time Management
- Adaptability & Fast Learning
Timeline
Tier 2 Telecom Support
Hilton Grand Vacations
02.2023 - 10.2025
Tier 1 IT Help Desk
Hilton Grand Vacations
01.2020 - 02.2023
Help Desk Technician
Hiregy
12.2019 - 01.2020
Website Support Technician
H&R Block
03.2018 - 04.2018
Open Enrollment
Mercer
07.2017 - 01.2018
Helpdesk Support
CVS
03.2017 - 04.2017
Avionics Technician
RI National Guard
04.2008 - 10.2014
A+ - Information Technology
New Horizons
NET + - Information Technology
New Horizons
SEC + - Information Technology
New Horizons
CCNA - Information Technology
New Horizons
CCST - Information Technology
New Horizons