Summary
Overview
Work History
Education
Skills
Timeline
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William V. Petroff Jr

Lakeland,FL

Summary

Organized and dependable Team Lead successful at managing multiple priorities with a positive attitude. Experienced with 1st and 2nd level end-user support along with Azure administration. Willing to take on added responsibilities to meet team goals and deliver on time.

Overview

7
7
years of professional experience

Work History

Tech Lead

Cognizant Technology Solutions
07.2021 - Current
  • Local Technical point of contact for Tampa Offices for both onsite users and remotes users across North America
  • Responsible for Desktop/Laptop Security compliance and remediation.
  • Primary point of contact for VIP users across North America region.
  • Build and Maintain accurate Asset information for internal and external audits.
  • Provide hands on support for network related upgrades and troubleshooting
  • Conduct support on Microsoft Intune managed machines with enrollment and troubleshooting.
  • Supervised work of onsite technicians, assigned tasks and monitored performance against targets.
  • Assisted with updating technical support best practices for use by team.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Monitored systems in operation and quickly troubleshot errors.
  • Used ticketing systems to manage and process support actions and requests.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Provided Tier 1 & 2 IT support to non-technical internal users through desk side support services.

IT Support Specialist

Cognizant Technology Solutions
09.2017 - 07.2021
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Responsible for analyzing, evaluating and synthesizing solutions to daily problems.
  • Responded to support requests from end-users and walked individuals through basic troubleshooting tasks.
  • Experience working with Active Directory Services
  • Assisted with updating technical support best practices for use by team.
  • Installed, modified, and repaired software and hardware to resolve technical issues.

MIS Service Desk Analyst

ROOMS TO GO
12.2016 - 09.2017
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
  • Engaged in user support interactions via telephone, chat and email platforms.

Education

Bachelor of Science - Electronic Engineering Technology

DEVRY UNIVERSITY
Orlando, FL
10.2016

Skills

  • Problem-Solving
  • Critical Thinking
  • Organization and Time Management
  • Office 365 support
  • Teamwork and Collaboration
  • Dependable and Responsible
  • Excellent Communication
  • Attention to Detail
  • Self-Motivated
  • Parts Inventory Management
  • Azure Administration Proficiency
  • Troubleshooting Network Connectivity

Timeline

Tech Lead

Cognizant Technology Solutions
07.2021 - Current

IT Support Specialist

Cognizant Technology Solutions
09.2017 - 07.2021

MIS Service Desk Analyst

ROOMS TO GO
12.2016 - 09.2017

Bachelor of Science - Electronic Engineering Technology

DEVRY UNIVERSITY

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William V. Petroff Jr