WILLIAM KITE
APEX,NC
Summary
Solution-focused professional with hands-on experience in delivering comprehensive technical support and customer service in the IT industry. Skilled troubleshooter continually focused on identifying and resolving complex technical issues. Able to convey complex technologies to a variety of skill levels.
Proven track record of developing VMware, remote IT solutions consistent with unique business requirements. Instrumental in collaborating closely with team members and customers. Talent for quickly learning new information, procedures, and technologies. Possess in-depth knowledge of the audio/video business.
Overview
36
36
years of professional experience
Work History
IT Support Specialist
Wells Fargo
02.2022 - 04.2023
- Used ticketing systems to manage and process support actions and requests
- Created help desk tickets, troubleshot and resolved desktop issues
- Determined hardware and network system issues using proactive troubleshooting techniques
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Answered questions and provided information to customers about new software or hardware
- Wrote and reviewed tickets to request maintenance to various types of equipment.
Health Insurance Specialist
Humana
09.2021 - 12.2021
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders
- Responded to customer requests for products, services, and company information
- Documented customer interactions and transactions for accurate, up-to-date records
- Assisted customers with completing insurance documents to avoid missed information
- Advised customers on required information for claim submissions to progress applications
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts
- Completed customer applications and updated records to reflect current information
IT Support Specialist
Kelly Connect
02.2021 - 10.2021
- Created help desk tickets, troubleshot and resolved desktop issues
- Used ticketing systems to manage and process support actions and requests
- Updated software to safeguard against security flaws
- Determined hardware and network system issues using proactive troubleshooting techniques
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes
- Updated software to safeguard against security flaws
- Assisted customers in identifying issues and explained solutions to restore service and functionality
IT Support Specialist
06.2020 - 08.2020
- Used ticketing systems to manage and process support actions and requests
- Created help desk tickets, troubleshot and resolved desktop issues
- Determined hardware and network system issues using proactive troubleshooting techniques
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Documented support interactions for future reference
- Monitored systems in operation and quickly troubleshot errors
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes
- Updated software to safeguard against security flaws
Owner
Entertainment Plus
01.1987 - 08.2017
- Managed day-to-day business operations
- Consulted with customers to assess needs and propose optimal solutions
- Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers
- Generated revenues yearly and effectively capitalized on industry growth
- Cultivated forward-thinking, inclusive and performance-driven company culture to lead industry innovations
- Prepared bank deposits and handled business sales, returns and transaction reports.
Education
Degree - Information Technology
Computer Career
Raleigh, NC06.2020
Associate of Science - Electronics Technology
Catawba Valley Community College
Hickory, NC06.1979
Skills
- Bold Profile
- Skills
- Helpdesk Call Support
- Wireless Area Networking
- AV Presentation
- Hardware Replacement
- Component Replacements
- VMware
- Mobile Device Management
- Technical Support and Assistance
- Microsoft Windows and Office
- Proprietary software
- Instruction and training
Timeline
IT Support Specialist
Wells Fargo
02.2022 - 04.2023
Health Insurance Specialist
Humana
09.2021 - 12.2021
IT Support Specialist
Kelly Connect
02.2021 - 10.2021
IT Support Specialist
06.2020 - 08.2020
Owner
Entertainment Plus
01.1987 - 08.2017
Degree - Information Technology
Computer Career
Associate of Science - Electronics Technology
Catawba Valley Community College
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