IT Support, E-Commerce & Operations Leader

William Welnick

Saint Ann, MO ***** +1-314-***-**** **************@*****.***

Authorized to work in the US for any employer

Professional Summary

IT Support Analyst and Business Owner with over 20 years of combined experience in technical support, business systems analysis, and e-commerce operations. Skilled in ITIL processes, root cause analysis, multi-tier application support, and business operations management. Proven ability to troubleshoot complex technical issues, train users, improve processes, and manage end-to-end service delivery in both corporate and entrepreneurial environments. Core Skills

● ITIL Incident, Problem & Change Management

● Tier 1–3 Helpdesk & On-Site Support

● Application & Network Troubleshooting

● Root Cause Analysis & Process Improvement

● Microsoft Dynamics AX / CRM, Epic, Omnicell

● SQL, Lotus Notes, Ghost Imaging

● Amazon Seller Central & E-Commerce Fulfillment

● Technical Documentation & User Training

● Vendor Coordination & SLA Compliance

● Business Operations, AP/AR, Client Coaching

Professional Experience

Owner / E-Commerce & Warehouse Services Provider

TWImports LLC – Hazelwood, MO Jan 2013 – Dec 2024

● Founded and operated small internet retail business, selling products via Amazon and other platforms.

● Provided warehouse services for retail clients, including product receiving, inventory management, and order fulfillment.

● Coached and trained new business clients on launching and managing online retail operations.

● Managed logistics, including shipping, returns processing, and vendor coordination.

● Handled accounts payable/receivable, invoicing, and bookkeeping.

● Delivered high-quality customer service, ensuring strong client satisfaction and repeat business.

Internet & Phone Repair Representative

Charter Communications – Town and Country, MO Feb2013 – Jun 2013

● Troubleshot and resolved inbound technical support calls, including networking and PC issues.

● Monitored system health and coordinated with multiple departments to resolve outages.

● Documented all cases in ticketing system and escalated critical issues per SLAs. Business Analyst

Technology Partners – St. Louis, MO Jan 2012 –May 2012

● Conducted root cause analysis of application problems and documented solutions.

● Created design and testing documentation for custom application development.

● Authored knowledge base articles to improve first-call resolution rates. Production Support Manager

Talentporte – St. Louis, MO Jun 2011 – Oct 2011

● Managed category 1 incident response; on-call 24/7 for crisis events.

● Oversaw ITIL-compliant ticket management and weekly change control processes.

● Created communication and action plans to address recurring production issues. Business Systems Analyst

Sisters of Mercy Health System – St. Louis, MO Nov 2008 – Jun 2011

● Managed ITIL-based ticket queues and implemented incident priority matrix.

● Supported Epic and Omnicell implementations across multiple hospitals.

● Led vendor coordination for Tier 3 application fixes and upgrades.

● Conducted user training during system go-lives, improving adoption rates. Earlier Roles

● Business Analyst / ERP Consultant– Maverick Technologies(2008)

● Lead Business Process / Business Analyst– CCA GlobalPartners Inc (2005–2008)

● Customer Service Representative– Elementis PigmentsInc (2002–2005)

● Desktop Support Specialist– Brown Shoe Company (1999–2002) Education

Associate of Science in Computer Programming– VatterottCollege Technical Tools

Windows OS, Microsoft Office Suite, SQL, Lotus Notes, Ghost Imaging, Microsoft Dynamics AX/CRM, Epic, Omnicell, Amazon Seller Central, ITIL-based Ticketing Systems, Network Monitoring Tools

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