Summary
Overview
Work History
Education
Skills
Timeline
Generic

William Leach

Plano

Summary

Results-driven IT professional with 5+ years of progressive experience in Technical Support, Systems Administration, and Desktop Support. Managed Desktop Support and IT Distribution teams for 3 years, demonstrating strong leadership skills in remote desktop support operations. Prioritizes performance, efficiency, and service quality. Proficient in Incident Management, Hardware/Software Installation, and Network Troubleshooting across Windows and Linux environments. Skilled in Active Directory, Microsoft 365 Administration, Hyper-V, MDM Tools, and IT process documentation. Consistently meets SLAs while optimizing ticket resolution workflows to improve end-user satisfaction.

Overview

6
6
years of professional experience

Work History

Technical Support II

Sol-Ark
09.2023 - Current
  • Provide Tier 1-2 Technical Support for solar inverter hardware and Linux-based controllers, troubleshooting issues via ticketing system (Jira, Zoho) to maintain >95% SLA compliance.
  • Perform Hardware diagnostics, firmware upgrades, and minor repairs.
  • Create and maintain Documentation-SOPs, user guides, and knowledge-base articles-to streamline onboarding and troubleshooting.
  • Utilized 3D modeling software (Fusion360) to create CAD models for custom inverter hardware and system components, streamlining testing and prototyping.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Skilled at working independently and collaboratively in a team environment.

Track Lead

HCL Tech
10.2022 - Current
  • Led a global service desk team of 100+, overseeing Help Desk operations and enforcing ITIL-aligned processes to improve ticket resolution rate.
  • Managed Incident Management lifecycle, escalations, and root-cause analysis to minimize recurring issues.
  • Standardized Documentation and implemented Confluence and Jira for knowledge sharing, increasing first-call resolution.
  • Served as SME for Active Directory and Azure AD integration projects, automating user provisioning with PowerShell scripts.
  • Self-motivated, with a strong sense of personal responsibility.
  • Exercised leadership capabilities by successfully motivating and inspiring others.
  • Adaptable individual with exceptional interpersonal skills and talent for building relationships. Known for delivering outstanding service and enhancing client satisfaction. Focused on fostering positive interactions and creating collaborative environment.

IT Distribution & Desktop Support Manager

Amerisave Mortgage
10.2019 - 12.2022
  • Supervised shipping, provisioning, and asset return processes for 500+ endpoints, maintaining 99% inventory accuracy through custom Power Platform integrations.
  • Provided Desktop Support (1st/2nd level) for Windows and Mac OS, Office 365, and Azure AD, achieving 98% customer satisfaction scores.
  • Implemented Mobile Device Management (Intune) and lifecycle enhancements, reducing device setup time by 40%.
  • Documented system configurations and user procedures in Jira and Confluence, standardizing onboarding workflows.
  • Conducted Network Troubleshooting for LAN/WAN connectivity issues and VPN support for remote offices.
  • Managed and triaged live chat support for end users, resolving technical incidents swiftly and maintaining high customer satisfaction.
  • Coordinated vendor relations and negotiated service contracts for hardware and peripheral procurement, streamlining supply chain operations.
  • Oversaw complete equipment lifecycle management-procurement, inventory tracking, deployments, returns, and decommissioning-to ensure asset accuracy and cost control.
  • Developed and delivered training programs for new hires and cross-functional teams, creating curriculum and materials to standardize support processes.
  • Designed and implemented a custom SharePoint-based inventory management system with Power Automate workflows, automating asset tracking and reducing manual entry.
  • Oversaw development and implementation of improvements to support network operations.
  • Managed life cycle replacement of hardware and software.
  • Adaptable and proficient in learning new concepts quickly and efficiently.

Technical Support Specialist

Elad Consulting
01.2019 - 09.2019
  • Resolved inbound/outbound user issues across hardware and software, leveraging Troubleshooting skills to maintain >90% SLA adherence.
  • Maintained client systems, applied security patches, and performed system refreshes to ensure compliance and performance.
  • Developed and maintained internal/external websites using HTML, CSS, and JavaScript, enhancing client satisfaction.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Documented support interactions for future reference.
  • Used ticketing systems to manage and process support actions and requests.

Education

High School Diploma -

Beacon Central
Utica, Ky

Skills

  • Problem resolution
  • Research
  • Attention to detail
  • Collaboration
  • Teamwork and collaboration
  • Analytical and critical thinking
  • MS office
  • Multitasking
  • Troubleshooting
  • Analytical thinking
  • Interpersonal communication
  • Written communication
  • SLA management
  • Disaster recovery planning
  • System configuration
  • Hardware support
  • Software licensing
  • Virtualization technologies
  • Patch management
  • IT security management
  • Incident management
  • Asset management
  • Escalation management
  • Mobile device management
  • User account management
  • Staff hiring
  • IT infrastructure proficiency
  • Resource allocation
  • Adaptability and flexibility
  • Decision-making
  • Project management
  • Teamwork
  • Quality assurance
  • Systems analysis
  • IT service delivery
  • System integration
  • Technical leadership
  • Multitasking Abilities
  • Excellent communication
  • User support
  • Time management
  • Analytical skills
  • Relationship building
  • Vendor management
  • Supervision and leadership
  • Calm under pressure
  • Friendly, positive attitude
  • Customer relations
  • Dependable and responsible
  • Staff management
  • Performance management
  • Staff training and development
  • Workforce management
  • Team leadership

Timeline

Technical Support II

Sol-Ark
09.2023 - Current

Track Lead

HCL Tech
10.2022 - Current

IT Distribution & Desktop Support Manager

Amerisave Mortgage
10.2019 - 12.2022

Technical Support Specialist

Elad Consulting
01.2019 - 09.2019

High School Diploma -

Beacon Central

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