William J Sharp III
Millville,NJ
Summary
Dynamic Computer Helpdesk Technician with proven expertise at Voice Systems Engineering Inc, excelling in remote support and ticket management. Enhanced user satisfaction through effective troubleshooting and collaboration, achieving a significant reduction in downtime. Skilled in hardware repair and active listening, fostering strong relationships while delivering exceptional technical support.
Experienced with diagnosing and resolving hardware and software issues. Utilizes effective communication to explain technical solutions to users. Knowledge of helpdesk management and customer support processes, ensuring efficient and satisfactory problem resolution.
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Diligent Helpdesk Technician with strong background in troubleshooting and resolving technical issues. Successfully managed helpdesk operations to ensure seamless user experience and minimal downtime. Demonstrated ability to effectively communicate technical concepts and provide exceptional customer support.
Professional with demonstrated expertise in IT support, adept at diagnosing and resolving technical issues efficiently. Strong focus on team collaboration and delivering results, adaptable to changing needs. Skilled in troubleshooting, customer service, and system maintenance, ensuring optimal user experience. Recognized for reliability and effective communication in high-pressure environments.
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level IT Support position. Ready to help team achieve company goals.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
17
17
years of professional experience
Work History
Computer Helpdesk Technician
Voice Systems Engineering Inc
05.2012 - 05.2025
- Provided technical support for hardware and software issues via phone and email.
- Assisted users in troubleshooting computer problems to enhance operational efficiency.
- Documented user interactions and solutions in ticketing system for future reference.
- Collaborated with team members to resolve complex technical issues effectively.
- Conducted basic training sessions for new employees on software usage and best practices.
- Developed user guides to facilitate better understanding of common software tools.
- Supported company-wide software rollouts by preparing systems, providing training materials, and offering post-implementation assistance as needed.
- Assisted in the onboarding process for new employees by providing thorough training on company software applications and hardware equipment.
- Provided exceptional remote support to users, utilizing remote access tools to diagnose and resolve issues effectively.
- Served as a liaison between the IT department and end-users, fostering positive relationships through effective communication about technology-related concerns.
- Streamlined helpdesk processes, resulting in reduced wait times and increased productivity for endusers.
- Reduced downtime for end-users by promptly addressing hardware failures and performing necessary repairs or replacements.
- Managed high call volumes, prioritizing tasks to ensure timely responses and resolutions for all inquiries.
- Maintained inventory of computer hardware components, ensuring availability of replacement parts when needed for repairs or upgrades.
- Assisted customers with password resets and account management tasks while maintaining strict adherence to security protocols.
- Implemented ticketing system improvements that led to more accurate tracking of support requests and faster response times.
- Provided guidance on best practices related to system usage and security measures, reducing the number of incidents involving compromised data or accounts significantly.
- Enhanced customer satisfaction by efficiently troubleshooting and resolving technical issues for computer users.
- Ensured smooth transitions during employee offboarding by securely wiping data from company devices according to established guidelines.
- Created detailed documentation outlining step-by-step procedures for common troubleshooting tasks, increasing first-contact resolution rates.
- Collaborated with IT team members to identify trends and develop proactive solutions for recurring problems.
- Improved user experience by conducting regular maintenance tasks such as software updates, virus scans, and performance optimizations.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Offered assistance in implementing and developing training programs.
Customer Service Representative
Voice Systems Engineering Inc
05.2008 - 05.2012
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Trained new team members on systems and best practices, improving onboarding process.
- Implemented feedback mechanisms to capture customer insights, driving service improvements.
- Managed escalated issues, utilizing conflict resolution skills to retain customers.
- Developed training materials for staff development, increasing overall team competency levels.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Participated in training programs to enhance product knowledge and customer service skills.
- Improved resolution time with effective problem-solving for customer complaints.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Managed timely and effective replacement of damaged or missing products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
Education
Northeast Highschool
Philadelphia, PASkills
- Remote support
- Ticket management
- Software installation
- Network connectivity
- Hardware repair
- Helpdesk operations
- Customer service
- Active listening
- Microsoft windows and office
- Teamwork and collaboration
- Technical support
- Desktop support
Timeline
Computer Helpdesk Technician
Voice Systems Engineering Inc
05.2012 - 05.2025
Customer Service Representative
Voice Systems Engineering Inc
05.2008 - 05.2012
Northeast Highschool
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