Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Timeline
Generic

William Penn

Perkasie,PA

Summary

Enthusiastic technologist with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Driven to stay up to date with latest trends within tech industry.

Overview

15
15
years of professional experience

Work History

Level 2 Support Technician

Pennridge School District
05.2021 - Current
  • Implemented new processes for district wide communication and collaboration.
  • Served as an escalation point for more challenging cases, demonstrating advanced problem-solving skills and expertise in technical support functions.
  • Set up and maintained user accounts, groups, and applications within Entra (formerly Azure AD).
  • Developed new ways of automating tasks within Microsoft Entra.
  • Resolved complex technical issues for organization members, improving their overall experience with the company.
  • Contributed to a positive work environment by consistently displaying professionalism and courtesy towards colleagues and clients alike.

Level 1 Support Technician

SystemsNet
09.2020 - 05.2021
  • Configured laptops, iPads, and software for employees and students
  • Troubleshot and diagnosed problems to accurately resolve wide range of technical issues
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Utilized remote support tools effectively to diagnose and resolve client issues, reducing onsite visits and travel time.

Employee Service Specialist

Hajoca Corporation
01.2020 - 05.2020
  • Created and maintained SharePoint sites and Microsoft Teams for communications and collaboration during the Covid-19 crisis
  • Completed employee employment verification and unemployment paperwork prior to hire or termination
  • Created help desk tickets, troubleshot and resolve desktop issues.
  • Assisted in the development of departmental goals and objectives, aligning with overarching company mission and vision statements

Project Coordinator

Johnson Controls
12.2008 - 01.2020
  • Designed Electrical, Security, and Networking systems.
  • Improved client satisfaction with timely updates and transparent communication throughout the project life-cycle.
  • Installed and maintained software licenses on centralized servers.
  • Streamlined project management processes by implementing new organizational tools and software.
  • Built strong relationships with internal and external stakeholders and devised strategies, initiatives, and promoting products and services.
  • Coordinated multiple projects at once while keeping stakeholders well-informed of milestones and goals every step of the way.

Education

Associate of Science - Computer Aided Design

Delaware County Community College
Media, PA

Bachelor of Science - Sociology

Ashford University
San Diego, CA

Skills

  • Windows Operating Systems
  • Microsoft 365
  • Azure AD
  • Data Recovery
  • Documentation and control
  • Communication
  • End-User Training

Certification

  • Google IT Support Tech
  • Microsoft MS-900
  • Currently working on SC-400

Personal Information

  • Hobbies: Adventures with the family, hiking, tinkering with home network/lab setup.


Timeline

Level 2 Support Technician

Pennridge School District
05.2021 - Current

Level 1 Support Technician

SystemsNet
09.2020 - 05.2021

Employee Service Specialist

Hajoca Corporation
01.2020 - 05.2020

Project Coordinator

Johnson Controls
12.2008 - 01.2020

Associate of Science - Computer Aided Design

Delaware County Community College

Bachelor of Science - Sociology

Ashford University

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William Penn