WILLIAM B. OTERO
IT Support Specialist
Merrillville,IN
Summary
Talented Technical Support Specialist committed to providing quality care for the ultimate customer service satisfaction, with gift for understanding needs of both business and home users. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Ability to build and maintain excellent communication and relationships with clients. Excellent time management skills combined with a superior knowledge of IT related systems. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Efficient, hardworking, and ready to collaborate.
Overview
17
17
years of professional experience
Work History
Technical Support Analyst
Arent Fox Schiff LLP
Chicago, IL
11.2013 - Current
- Provide Deskside and remote support to lawyers, legal secretaries, admin staff, and clients
- Technical troubleshooting, software installation
- Troubleshoot network related issues (VPN, LAN,
- Firewall, Wi-Fi)
- Troubleshoot issues related to diverse types of software and equipment
- Prepare documentation and instructions utilizing
- Technical Writing skills
- Telecom
- Authored technical requirement documentation to suit business goals and technological limits
- Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments
- Resolved issues with systems, hardware and telephones quickly and accurately
- Reduced response time for Tier 2 and 3 support tickets
Support Specialist - Technician
K&L Gates
Chicago, IL
11.2010 - 11.2013
- Provide technical support to lawyers, legal secretaries, admin staff, and clients
- Install, reinstall and upgrade/replace software and hardware as needed
- Troubleshoot issues related to diverse types of software and equipment
- Maintain reports of printer usage for billing
- Migrate users and machines between domains
- Prepare and setup videoconferences with multiple sites via Polycom units, and Webex
- Inventory and stock equipment as needed
- Collaborated with vendors to locate replacement components and resolve advanced problems
- Patched software and installed new versions to eliminate security problems and protect data
- Configured hardware, devices and software to set up work stations for employees
- Removed malware, ransomware and other threats from laptops and desktop systems
Desktop Support - Sr. Lead Technician
Purdue University
Hammond, IN
01.2006 - 07.2010
- Provide technical support to Faculty, Staff, and
- Students
- Conduct data backups, imaging, and reimaging
- Install, reinstall and upgrade/replace software and hardware as needed
- Train and managed team of 9+ technicians
- Troubleshoot issues related to diverse types of software and equipment
- Carried out day-to-day duties accurately and efficiently
- Actively listened to customers' requests, confirming full understanding before addressing concerns
Education
Bachelor of Science - Electronic Computer Engineering Technology
Purdue University Calumet
Hammond, IN 03.2009 - Current
Skills
Microsoft Office/ Office 365
Application installations
Software diagnosis
Technical issues analysis
Desktop support
Remote Technical Support
Application support
On-Site Technical Support
Technical documents comprehension
Complaint resolution
Windows 10
Customer service expert
User credential management
PC component diagnostics
Technical Support
Staff education and training
Timeline
Technical Support Analyst
Arent Fox Schiff LLP
11.2013 - Current
Support Specialist - Technician
K&L Gates
11.2010 - 11.2013
Bachelor of Science - Electronic Computer Engineering Technology
Purdue University Calumet
03.2009 - Current
Desktop Support - Sr. Lead Technician
Purdue University
01.2006 - 07.2010