Wilson Richard
Dallas,Texas
Summary
IT Support Specialist skilled in troubleshooting, hardware setup, and user assistance. Expert in diagnosing Windows OS issues, managing user accounts, and resolving network problems. Enhanced help desk response times and user satisfaction through proactive support and training initiatives, driving improvements in system functionality and user experience.
Overview
5
5
years of professional experience
2
2
Certifications
Work History
IT Support and End User Support Specialist
Per Scholar
Dallas, Texas
01.2026 - Current
- Diagnosed and resolved hardware, software, and network issues to enhance functionality during Per Scholar lab sessions.
- Configured routers and switches to ensure stable network connectivity in hands-on exercises.
- Configured LAN connections, IP configurations, and printer sharing to facilitate seamless lab operations.
- Provided troubleshooting and technical guidance to peers, promoting collaboration and effective problem-solving.
- Information Technology Technical Training, Dallas, Texas
Customer Service Associate
Hobby Lobby
Denton, TX
02.2025 - 05.2025
- Resolved front-end issues for customers, enhancing overall shopping experience and assisting with POS system troubleshooting.
- Ensured timely resolution of technical and customer-facing challenges, supporting efficient store operations.
Customer Service Associate
Walmart
Denton, TX
02.2021 - 05.2023
- Delivered front-line customer support for product inquiries and technical issues, ensuring customer satisfaction using store systems.
- Enhanced troubleshooting, communication, and problem-solving skills, improving resolution of customer issues in IT support contexts.
Package Handler
FedEx
Denton, TX
08.2020 - 12.2022
- Processed packages with handheld scanners and sorting systems, ensuring accuracy and adherence to procedures.
- Followed technical instructions and managed system-driven workflows to enhance operational reliability.
Education
Information Technology Technical Training -
Per Scholas
Dallas, Texas01.2026
CompTIA A+ -
Per Scholas
12.2025
Google IT Support -
10.2025
Cisco Hardware Basics -
06.2025
COMPTIA (ITF+) -
03.2024
Cisco Operating Basic Systems -
Skills
- Hardware and Software Troubleshooting
- Operating System Management
- Networking Fundamentals
- Cybersecurity Awareness
- Virtualization and Cloud Computing
- Technical Documentation and Ticketing Systems
- Customer Support and Communication
- IP configuration
- Communication skills
- Internal support ticket management
- Software knowledge
- Troubleshooting
- Ticketing systems
- Technical documentation development
- VoIP installation
- Diagnostic testing
- Multitasking and prioritization
- Firewall configuration
- Customer service expert
- Quality assurance
- Hardware and software configuration
- System configuration
- Hardware evaluations
- Equipment configuration
- Virtualization technologies
- Asset management
- Mechanical repairs
- Hardware installation
- Hand tools proficiency
- Service desk support
- TCP/IP
- Server administration
Websites
Certification
• CompTIA A+, 12/25
• Google IT Support, 10/25
• COMPTIA (ITF+), 03/24
• Cisco Hardware Basics, 06/25
• Cisco Operating Basic Systems
• Google IT Support, 10/25
• COMPTIA (ITF+), 03/24
• Cisco Hardware Basics, 06/25
• Cisco Operating Basic Systems
Projects And Achievements
- End User Support Specialist Labs, Completed virtual labs simulating real-world IT scenarios., Diagnosed and resolved hardware performance issues and system boot failures., Configured user accounts, managed permissions, and restored system functionality.
- Google IT Support Course, Gained hands-on experience troubleshooting Windows OS, setting up printers, and diagnosing connectivity issues.
- Team-Based Troubleshooting, Collaborated with peers on technical labs, enhancing teamwork and technical communication skills.
Skills
Skilled in diagnosing and resolving issues with hardware components, operating systems, and software applications. Hands-on experience with system recovery and performance optimization., Proficient in installing, configuring, and maintaining Windows, Linux, and macOS operating systems. Familiar with command-line tools for system management and file recovery., Knowledgeable in TCP/IP, DNS, DHCP, and basic network troubleshooting. Experienced in diagnosing connectivity issues and testing network configurations., Understanding of security principles, including implementing best practices for protecting systems and user data., Familiar with virtualization tools and concepts, including virtual machine setup and cloud-based services., Experienced in documenting technical processes and using ticketing systems for troubleshooting and support workflows., Strong ability to guide end users through technical issues clearly and professionally.
Timeline
IT Support and End User Support Specialist
Per Scholar
01.2026 - Current
Customer Service Associate
Hobby Lobby
02.2025 - 05.2025
Customer Service Associate
Walmart
02.2021 - 05.2023
Package Handler
FedEx
08.2020 - 12.2022
Information Technology Technical Training -
Per Scholas
CompTIA A+ -
Per Scholas