WILLIAM A SMITH
Draper
Summary
Detail-oriented Network & Technical Support Specialist with a strong focus on enhancing operational efficiency and user satisfaction. Proficient in managing network security, implementing access controls, and training end users on new technologies. Committed to making impactful contributions to organizational success.
Overview
21
21
years of professional experience
5
5
Certifications
Work History
IT Specialist
Tekni-Plex
Dublin
05.2018 - Current
- Delivered technical support for troubleshooting hardware and software issues, ensuring timely resolution for users.
- Provided technical support for users experiencing hardware or software issues.
- Installed and configured software applications for user systems.
- Installed operating systems, applications, patches, updates. as needed.
- Created user accounts, set up permissions, and monitored system security.
- Diagnosed and resolved conflicts between hardware components and software programs to restore functionality.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Trained end users on how to use new systems and technologies effectively.
- Conducted training sessions for staff on new technologies and best practices, enhancing overall system usage and user confidence.
- Managed network security by implementing access controls and monitoring systems.
- Monitored network performance and identified areas for improvement.
- Installed and configured local area networks and wide area networks to ensure connectivity.
- Conducted regular maintenance checks on computers, servers, and other IT equipment.
- Investigated system errors to identify root causes and implemented effective solutions, minimizing recurrence of issues.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Assessed issues to determine appropriate troubleshooting methods for remediation.
- Collaborated with teams to develop IT policies and procedures.
- Developed documentation related to IT policies, processes, standards.
- Researched emerging technologies to recommend improvements for operational efficiency.
- Maintained inventory of IT assets and managed equipment allocation.
- Implemented backup procedures to ensure data integrity and availability.
- Coordinated with vendors for procurement of IT products or services.
- Used remote login tools to assist clients with technical and product questions.
- Ensured compliance with relevant laws or regulations regarding information security.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
Information technology specialist
New River Community College
Dublin
07.2015 - 04.2018
- Set up and configured wireless network at the main campus as well as the mall site.
- Set up network infrastructure, security cameras, and cabling for new mall expansion.
- Configured hardware and software on organizational equipment, including installation of CAT 5/6 cables.
- Resolved hardware and software issues related to printing, installation, word processing, email, and operating systems.
- Repaired and replaced hardware, including hard drives, power supplies, RAM, and video cards.
- Set up and maintain the emergency PA system at the main campus as well as the mall site.
- Processed support tickets using Incident (School Dude) to track and resolve technical issues efficiently.
Inventory Logistic Manager
ACS Home Entertainment
Roanoke
07.2005 - 01.2014
- Manage a just-in-time (JIT) inventory control program to ensure our rad service team is adequately prepared to perform their daily tasks.
- Direct daily inventory distribution process across our fleet service & installation team.
- Ensure that the inventory is properly prepared for daily tech distribution.
- Staged and distributed inventory to remote facilities, ensuring timely delivery to support service team needs.
- Manage company issued tool program to ensure all items remain accounted for and are in good working condition.
- Placed daily orders for inventory and supplies to maintain stock levels and support operations.
- Monitored daily inventory consumption against dish network's forecast to identify discrepancies.
- Oversee inventory, returns, and building & grounds team members.
- Pull inventory consumption reports on a daily basis to ensure that our building and grounds are adequately maintained and remain clean.
Education
Associate degree - IT Network and Technical Support Specialization
New River Community College
Dublin, VAHigh School Equivalency Diploma - General High School Curriculum
Princess Ann
VA Beach, VASkills
- Microsoft Access, Visual Basic, HTML, CSS, and Java
- Technical support
- IT troubleshooting
- System troubleshooting
- Software implementation
- Application support
- System upgrades
- Microsoft Access
- Visual Basic
- HTML
- CSS
- Java
- Technical documentation
- IT consulting
- IT risk management
- Project management
- User training
- Needs assessment
- Customer service excellence
- Customer service
- Technical Account Management
- Troubleshooting
- Troubleshooting
Activities
- First Responder
- Member of Phi Theta Kappa
- Presidents list for last 3 semesters
- Vice President Computer club
- Cub scout leader
Certification
CompTIA A+
Accomplishments
Employee of the month
Timeline
IT Specialist
Tekni-Plex
05.2018 - Current
Information technology specialist
New River Community College
07.2015 - 04.2018
Inventory Logistic Manager
ACS Home Entertainment
07.2005 - 01.2014
Associate degree - IT Network and Technical Support Specialization
New River Community College
High School Equivalency Diploma - General High School Curriculum
Princess Ann