Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Affiliations
Timeline
Generic

William Lee

Columbus

Summary

As a seasoned professional with extensive experience in threat management and IT support, I bring a strategic and proactive approach to determining root causes pertaining to major incidents within complex organizational environments. At JPMorgan, I demonstrated my ability to manage high-stakes incidents, develop security policies, and collaborate effectively with cross-functional teams. My leadership experience in the United States Air Force has further honed my skills in team management, strategic planning, and decision-making under pressure. I specialize in crisis management, risk assessment, and communication strategies to navigate challenges effectively. Excel in leadership, problem-solving, and adaptability, ensuring seamless operations during critical incidents. Committed to maintaining robust incident response protocols and fostering team collaboration to minimize downtime and impact on services. Supported by a degree in Information Technology and relevant certifications, enabling me to foster a secure and resilient workplace.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Technology Support III

Chase Bank
Columbus
04.2018 - 05.2025
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Worked with cross-functional teams to achieve goals.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Utilized various software and tools to streamline processes and optimize performance.

IT Help Desk Manager

United States Air Force
Anchorage
12.2013 - 04.2018
  • Developed staff training programs to enhance technical knowledge and service skills.
  • Coordinated software updates and system maintenance for optimal performance.
  • Managed help desk operations to ensure timely support for users.
  • Analyzed user feedback to identify areas for improvement in services offered.
  • Oversaw ticketing system management to track and prioritize support requests.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
  • Developed online documentation for common processes for both support staff and end-users.
  • Mentored other technologists and support professionals to provide professional development and skill enhancement.
  • Resolved record-breaking backlog of support tickets following major system malfunction.

Help Desk Team Lead/Training Manager

United States Air Force
Osan AFB
12.2012 - 12.2013
  • Conducted training sessions using engaging and interactive methods.
  • Collaborated with department heads to identify training needs and gaps.
  • Managed scheduling and logistics for multiple training initiatives simultaneously.
  • Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance.
  • Monitored progress of trainees through feedback from managers and supervisors.
  • Developed training materials, including manuals, guides and handouts.

Desktop Support Technician

United States Air Force
Fort Walton Beach
07.2005 - 12.2012
  • Installed and configured desktop hardware and software for end-users.
  • Diagnosed and resolved network connectivity problems for users.
  • Collaborated with IT team to improve desktop support processes and workflows.
  • Installed and configured hardware such as printers, scanners, monitors, keyboards and mice.
  • Diagnosed network connectivity issues by troubleshooting LAN and WAN components including routers, switches and cables.
  • Resolved customer service requests in a timely manner according to established SLAs.
  • Provided technical support for operating system issues and applications.

Education

Bachelor of Science - Information Technology

Kaplan University
Davenport, IA
01-2026

Associate of Science - Information Technology

Community College of The Air Force
Gunter, AL
07-2012

Skills

  • Risk mitigation strategies
  • Statistical monitoring
  • Incident response planning
  • Data analysis
  • Incident priority assessment
  • Disaster recovery
  • SLA management
  • Root-cause analysis
  • Technical support
  • Customer service
  • Team collaboration
  • Staff training
  • Analytical skills
  • Adaptability
  • IT infrastructure proficiency
  • Quality assurance

Certification

  • Security + Certification (COMP001020603853)
  • A+ Certification (COMP001007782345)
  • SCRUM Master (Certificant ID: 001626177)

Accomplishments

  • Joint Service Achievement Award
  • Air Force Commendation Award
  • Non Commissioned Officer of the Quarter Award

Affiliations

  • Chess Club Mentor (8-10 year old Boys)
  • Boys and Girls Club Mentor
  • Adversity Counselor

Timeline

Technology Support III

Chase Bank
04.2018 - 05.2025

IT Help Desk Manager

United States Air Force
12.2013 - 04.2018

Help Desk Team Lead/Training Manager

United States Air Force
12.2012 - 12.2013

Desktop Support Technician

United States Air Force
07.2005 - 12.2012

Bachelor of Science - Information Technology

Kaplan University

Associate of Science - Information Technology

Community College of The Air Force

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