William Plyler
St. Petersburg
Summary
Customer-focused IT Support Specialist with experience providing remote and onsite technical support to multiple client environments in a managed services provider (MSP) setting. Skilled in troubleshooting Windows systems, Microsoft 365, Active Directory, Microsoft Entra ID, networking, and virtualization. Experienced with ConnectWise Manage, Proxmox, and supporting clients with PCI DSS and HIPAA compliance requirements. CompTIA A+, Network+, and Security+ certified.
Overview
3
3
years of professional experience
1
1
Certification
Work History
IT Technician
MetroTech
Clearwater, FL
11.2025 - Current
- Provide remote and onsite technical support to multiple small and mid-sized business clients in a managed services provider environment.
- Monitor and investigate security alerts using Adlumin SIEM to identify suspicious activity, unauthorized login attempts, and potential indicators of compromise.
- Troubleshoot issues involving Windows workstations, Windows Server, email, DNS, DHCP, VPN connectivity, and remote desktop access.
- Manage and maintain virtual machines and host infrastructure using Proxmox.
- Configure and support network infrastructure including Ubiquiti UniFi firewalls, switches, wireless access points, and site-to-site VPNs.
- Deploy operating system and third-party software updates, endpoint protection, and security patches across client environments.
- Utilize SentinelOne EDR to analyze malicious processes/files/activity, suspicious PowerShell activity, and indicators of compromise to contain threats and restore affected systems.
- Support clients in regulated industries by helping maintain environments aligned with PCI DSS and HIPAA security requirements, including access controls, endpoint protection, patch management, and secure handling of sensitive data.
- Document incidents, root causes, and remediation steps in ConnectWise and escalate complex issues to senior engineers as needed.
IT Technician
Eagle Haven Computers
Clearfield, PA
10.2024 - 10.2025
- Supported the IT needs of 20+ businesses by configuring and installing workstations, provisioning email accounts, providing ongoing troubleshooting, and routine maintenance such as security patches.
- Provided Microsoft 365 administration by creating, editing, and terminating emails for users, assigning licenses to users, and monitoring sign-in logs for email accounts. Implement conditional access policies such as blocking IP ranges and enabling 2FA for all users.
- Developed a working knowledge of Microsoft Entra ID while managing user accounts and configuring security policies.
- Performed server maintenance by installing patches on servers and performing malware scans.
- Removed malware on systems by isolating the device, utilizing Malwarebytes, Symantec, and Bitdefender to effectively detect and remove viruses, ransomware, and spyware for clients. Implement remediation strategies to restore system integrity and safeguard sensitive data.
- Assisted in the building of physical and logical networks. Assembled server cabinets, ran and terminated ethernet cables, installed switches, routers, and UPSs. Adopted Unifi equipment to create functioning LANs and isolated guest networks.
Microcomputer Associate
Penn Highlands Healthcare
DuBois, PA
11.2023 - 10.2024
- Provided helpdesk support to over 6,000 hospital staff ensuring continuing operations and minimal downtime in a fast-paced healthcare environment.
- Troubleshot email outages, error messages in Cerner EHR, permission issues, and VM issues using VMware vSphere.
- Created, edited, and terminated accounts in AD. Ensured users had only necessary access to practice the principle of least privilege.
- Used the Ivanti ticketing system to create and manage tickets. Provided accurate and detailed documentation when escalating complex tickets.
- Educated end users of phishing email attempts, such as identifying incorrect domains, analyzing the URL, and checking for suspicious links or attachments.
- Maintained strict adherence to HIPAA regulations while supporting the Penn Highlands Healthcare help desk, ensuring the confidentiality, integrity, and secure handling of protected health information (PHI) and other sensitive patient data.
Education
BS - Criminology, Cybersecurity
Indiana University of Pennsylvania
Indiana, PA12-2020
Skills
- SIEM – Monitored and investigated security logs with Adlumin
- EDR – Investigated alerts, malware scans, remediated threats
- Regulated Data - Supporting Client Networks handling PHI, PII, PCI-regulated data
- Active Directory – creating, modifying, deprovisioning user accounts
- Microsoft 365 Administration – licensing, troubleshooting, delegating access
- Microsoft Entra ID – MFA, blocking sign-in, application registration, conditional access
- TCP/IP - DNS, DHCP, IPv4 configuring/troubleshooting
- UniFi – Configuring, installing, troubleshooting network devices
- Windows 10/11/Server OS – Maintenance, troubleshooting, imaging
- Office 365 applications – Word, Excel, SharePoint, OneDrive
- Remote Desktop Support – RDP, N-Able, Dameware
- Ticketing Systems – Ivanti, ConnectWise
Certification
- CompTIA A+
- CompTIA Network+
- CompTIA Security+ (All expire August 9th, 2028)
Timeline
IT Technician
MetroTech
11.2025 - Current
IT Technician
Eagle Haven Computers
10.2024 - 10.2025
Microcomputer Associate
Penn Highlands Healthcare
11.2023 - 10.2024
BS - Criminology, Cybersecurity
Indiana University of Pennsylvania