Technical Support Lead

William H. Clemons III

Sumter, SC 803-***-**** ***********@******.** LinkedIn

Summary

IT professional with over a decade of experience providing Tier 1–3 technical support, systems administration, and infrastructure services across SMB, enterprise, and higher education environments. Proven record of root cause analysis, network design and deployment, server administration, proprietary application management, and knowledge base authoring. Experienced in mentoring staff, delivering user training, and serving as the sole IT resource for full-stack technology operations. Currently pursuing a B.S. in Cloud and Network Engineering at Western Governors University. Technical Skills

Systems & Platforms: Windows 10/11, Windows Server, macOS, Linux (Ubuntu, CentOS)

Networking & Security: TCP/IP, DNS, DHCP, VPN, firewall configuration (OPNsense, Linux-based), network design & deployment, routing, NAT, switches, routers, cabling (Cat5e/6), network traffic analysis, Nmap, SIEM, Splunk, Microsoft Defender, NIST RMF

Directory & Identity: Active Directory, Group Policy (GPO creation & management), Azure AD

Cloud & Productivity: Microsoft 365 (Exchange, SharePoint, OneDrive, Teams), Google Workspace, Vonage/VoIP

Applications: Eaglesoft, OfficeMate, Amicus Attorney, Sage Timberline, QuickBooks - installation, configuration, maintenance

Hardware: Bare-metal builds, component-level board repair (capacitor/power connector replacement), RAID configuration, imaging & deployment

Tools & Ticketing: HubSpot Service Hub, ServiceNow, SharePoint (custom), remote support tools

Compliance & Healthcare: HITRUST, SOC 2, HIPAA awareness, EHR/practice management, multi- site clinical support

Professional Experience

Clemtec IT Solutions August 2014 – Present IT Consultant / Freelance Support Specialist Sole IT resource providing end-to-end infrastructure, Tier 1–3 support, and technology consulting to up to 15 small-business and individual clients.

Designed, deployed, and maintained network infrastructure across 15+ client engagements, including wired/wireless LANs, OPNsense, and Linux-based firewall configuration, routing, and NAT, improving network stability and security posture for each client

Built and provisioned servers and workstations from bare metal, including OS installation, driver configuration, and application deployment

Installed, customized, and administered proprietary line-of-business applications (Amicus Attorney, Sage Timberline, QuickBooks), including ongoing maintenance, updates, and end-user training

Engineered Linux (Ubuntu LTS, CentOS) file servers with RAID and NFS/SMB protocols, eliminating recurring storage failures and reducing unplanned storage-related downtime to near zero across affected client environments

Performed root cause analysis on network issues, restoring a client’s throughput from 10 Mbps to 1 Gbps by diagnosing cabling and switch misconfigurations; documented findings for future reference

Performed component-level hardware repairs, including capacitor replacement and power connector resoldering, extending device lifecycles by an estimated 1–2 years and avoiding per-unit replacement costs of $300–$800+, saving clients thousands in unnecessary hardware spend

Authored 8+ technical guides and led training sessions on making backups, basic network troubleshooting, and user administration, reducing repeat support requests by an estimated 20–30% among trained users

Achieved 75–80% first-contact resolution rate; owned issues end-to-end from triage through documentation and escalation

Starboost Health Inc. September 2025 – December 2025 Technical Support Lead (Contract) Provided Tier 1–3 escalation support for ~20 fully remote staff, resolving complex issues elevated from frontline representatives.

Resolved escalated technical issues across Microsoft 365, SharePoint, Vonage, and Windows 10/11, including Active Directory user account management, minimizing operational disruption

Developed a SharePoint-based ticket intake and tracking system, centralizing ~100 incidents over 4 months and improving follow-through and accountability

Created 5 new knowledge base articles for previously undocumented issues and revised 5 existing documents to improve resolution accuracy

Developed and delivered onboarding training for frontline staff, contributing to a measurable reduction in repeat and misrouted tickets within 30 days of implementation, improving overall queue efficiency

Collaborated on 3 HITRUST compliance documents and reviewed technical documentation for a SOC 2 audit, advancing certification readiness

Escalated unresolved issues to vendors and management with thorough documentation of troubleshooting steps and findings

Clemtec Painting & More October 2017 – January 2024 Owner

Managed 55+ projects over 6 years, including 4 full-scale renovations, coordinating crews of up to 10, using project management software and operational oversight skills directly transferable to IT project coordination; trained and supervised staff on procedures and safety protocols Stanford’s Computer Sales & Service July 2008 – July 2014 IT Technician Primary IT resource overseeing end-to-end technology operations for medical, legal, and municipal clients.

Administered on-premises Dovecot email server infrastructure over multiple years, including deployment, configuration, monitoring, and ongoing maintenance

Serviced, imaged, and/or deployed 500+ PCs, laptops, and mobile devices annually for medical offices, law firms, agencies, and local government departments

Managed EHR/practice management systems (Eaglesoft, OfficeMate) across 5 clinical locations supporting ~65 end users, including troubleshooting, new hardware installations, and system upgrades

Built and deployed Ubuntu Linux servers with RAID arrays and security hardening, providing clients with fault-tolerant, secure storage infrastructure and reducing the risk of data loss from single points of failure

Implemented VPNs, structured cabling, switches, routers, and wireless networks across 10+ client sites, expanding wireless coverage to previously underserved areas and improving overall network reliability and uptime

Managed a consistent support queue via phone, on-site, and remote channels across multiple client verticals, consistently meeting or exceeding SLA targets Education

Western Governors University - B.S., Cloud and Network Engineering In Progress, October 2025 – 2027 Denmark Technical College - Certificate, NIST Risk Management Framework Completed July 2025 Home Lab & Continuous Development

Maintain a dedicated home lab for hands-on practice with Proxmox, Windows Server, Linux, Active Directory, Group Policy, and OPNsense firewall configuration

Deployed Windows Server VM in Azure with Active Directory configured via PowerShell for cloud- hybrid administration practice

Test and evaluate tools, platforms, and configurations before recommending to clients; engage in continuous self-directed learning through coursework, vendor documentation, and community resources

Certifications

CompTIA A+: March 2026

ITIL 4 Foundation: March 2026

HubSpot Service Hub Certified: March 2026

ServiceNow Fundamentals: March 2026

TryHackMe: Cyber Security 101 Learning Path: June 2025

TryHackMe: Security Engineer Certificate: July 2025

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