William Erwin
Oglethorpe,GA
Summary
Experienced and dedicated IT professional with 15+ years of proven success in delivering top-notch IT support and ensuring the smooth functioning of systems and networks. Successfully handled a high volume of daily cases for both on-site and remote users. Possesses expertise in essential tools including Remedy, ITSM, ServiceNow, Active Directory, Teamviewer, Remote Assistance, Jira, Quick Assist and Azure platforms.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Information Technology Engineer
Signify / Cooper Lighting Solutions
01.2010 - Current
- Working experience and expertise to perform hardware repairs on laptops, tablets, desktops, workstations, and printers
- Understanding of Microsoft Office including ability to troubleshoot and resolve issues on a personal computers and Microsoft Office phone apps
- Service Now (IT ticket management) software understanding, including the ability to pull up related site queue tickets and perform necessary updates on tickets.
- Ability to pull reports from Service Now to identify hardware assets and customer details
- I have a working knowledge of Active Directory, Jira, Remedy, ServiceNow, MS Office suite [95-0365], SAP, Brightsign (Bright Author), UPS WorldShip ,FedEx Shipping, TeamViewer, Cisco AnyConnect, Checkpoint Endpoint Security, DMM, Juniper VPN, Dassault Solidworks, & Autodesk AutoCAD.
- Provide client infrastructure (PC, Laptop, PC/Laptop Peripheral, Mobile Device, Printers) level2/3 support
- Provide IT-related training in a factory setting example training users example: use of OneDrive (to eliminate USB devices and the inherent security risk associated with USB devices, explain and train users in setting up and using Cirrato (print management)
- Monitoring Incident and Request queues and meeting defined SLAs for Incident and Request resolution with a 94% success rate
- Document temporary ‘workarounds’ pending successful, compliant resolution, then document those resolutions
- Offer 'smart hands and eyes' support for other infrastructure teams located outside of the sites I championed
- Conduct an annual Risk Assessment [hardware] and Profit Planning activities
- Conduct Disaster Recovery reviews document how to respond to and recover from disruptive events, safeguarding business continuity and minimizing downtime by defining procedures for restoring critical IT systems, data, and operations.
Education
Associate of Applied Science - Computer Support Specialis
South Georgia Technical College
Americus, GA01-2025
Associate of Applied Science - Networking Specialist
South Georgia Technical College
Americus, GA01-2025
No Degree - XHTML, & Information Security
Middle Georgia Technical College
Warner Robins, GA01-2012
Skills
- Technical issue resolution
- IT asset tracking and maintenance
- Compliance with IT standards
- Information technology risk assessment
- Data protection strategies
- Virtual assistance
- Prioritization and time management
- Trustworthy work ethic
- Effective organizational skills
- Timely task management
Certification
CompTIA A+
CompTIA Network+ (in progress)
CompTIA Security+ (in progress)
Languages
Spanish
Elementary
Interests
- Enjoy participating in 5Ks for overall physical and mental well-being
- High-Intensity Interval Training (Jumping Jacks)
- Hiking
- Camping
Timeline
Information Technology Engineer
Signify / Cooper Lighting Solutions
01.2010 - Current
Associate of Applied Science - Computer Support Specialis
South Georgia Technical College
Associate of Applied Science - Networking Specialist
South Georgia Technical College
No Degree - XHTML, & Information Security
Middle Georgia Technical College
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