Support Specialist Desktop

*********@*******.*** • 636-***-****

Mark R. Williams LinkedIn URL • Saint Charles, Missouri 63301 Qualifications Summary

Technical and result-oriented professional with experience in developing and overseeing procedures for problem resolution while managing Information Technology services and multiple support teams. Adept at collaborating with IT and end-user groups to perform hardware/software upgrades, implement new equipment/services, and provide support for new product testing and special projects. Proven history of delivering exceptional service and support to enhance site productivity, reduce operating cost, and support performance metrics. Experienced in administrating teams of help desk analysts and field technicians while providing efficient premiere support to all clients and staff. I am skilled at product management, system migration, and delivering IMAC solutions. I am an articulate communicator with strong people skills, diligence, problem solving, critical thinking, time management, and leadership skills. Technically proficient in multiple Microsoft Office Suites, Windows OS Desktop/Server versions, and cloud network administration. Areas of Expertise

• Enterprise Support

• Customer Service

• Project Management

• Risk Management

• Desktop Support

• Operations Management

• Account Management

• Business Development

• Network Troubleshooting

• Network Administration

• Cross-Functional Collaboration

• Enterprise Deployments

Career Experience

Virtual-IT, Saint Charles, MO. August 2024 – March 2025 Field Services Engineer

Technical representative for an Omaha-based MSP providing comprehensive technical support to individual clients and companies in Nebraska, Missouri, Illinois, and Indiana, ensuring seamless operation of all IT services.

• Administer and manage systems for clients using Active Directory, Microsoft Entra/Azure, and other network management tools to support best performance practices.

• Configure and deploy servers, laptops, desktops, and Network Attached Storage (NAS) units to meet client specifications.

• Provide prompt and effective troubleshooting for hardware and software issues, minimizing downtime for clients.

• Educate clients on best practices for IT system usage and security to enhance productivity and safeguard data.

• Aid clients with third-party vendors to ease the procurement and integration of hardware and software solutions.

• Maintain detailed records of client systems, configurations, and support interactions to ensure continuity and quality of service. Nu-Calgon, Maryland Heights, MO. September 2022 – September 2024 IT Systems and Support Specialist

Delivered comprehensive technical support to both on-site office personnel and a remote sales team, ensuring seamless operations across diverse locations.

• Executed system administration tasks and supported all network assets using tools such as Azure Active Directory, Microsoft Autopilot, and Microsoft Intune to support best system performance practices.

• Collaborated with leadership to enhance server and router infrastructure, achieving cost savings through reduced monthly licensing fees.

• Optimized asset deployment by using Intune and Endpoint Manager, resulting in more efficient application installations and system configuration.

DELL, Florissant, MO. February 2013 – June 2022

Executive Support for Boeing Leadership Center

Provided white-glove support to visiting Boeing executives, VIPs, and Aramark on-site employees. Managed support resources for all software, hardware, and mobile devices while administrating multiple on-site networks.

• Implemented cost-saving and equipment reducing techniques, resulting in over 50% reduction in site operating costs.

• Resolved complex issues by providing advice and help to ECST, ITSC, and RDM team members. DELL, Florissant, MO February 2009 – February 2013 Dell Client Field Technical Services Senior Analyst and Field Team Lead Managed daily operations of six-man field team, including two staffed Laptop Service Centers. Provided exceptional on-site and remote desktop support/maintenance for Boeing's St. Louis and St. Charles, Missouri campuses. Assigned to oversee various high- profile projects for Boeing, such as Safeguard Disk Encryption roll-out and Charleston site migration.

• Developed and managed remote desktop team to perform initial ticket screening and support, resulting in 25% reduction of tickets requiring on-site visit.

Certifications

CompTIA A+ CompTIA Network+ CompTIA CIOS – IT Operations Microsoft MCP Microsoft MCSA Apple ACMT ITIL Foundations Multiple Dell server, desktop, and laptop model certifications

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