QA Technical Support & Technology Generalist

WILLIAM FEHLING

Chicago, IL

M 224-***-**** • *.*.*******@*****.*** • www.linkedin.com/in/william-fehling QUALITY ASSURANCE TECHNICAL SUPPORT TECHNOLOGY GENERALIST With a lifelong interest in technology, I’ve been using computers since before I could read. With a wide range of experience and talents, I'm able to contribute and assust at any organization. Technical Skills

Microsoft Office, Office 365, Laptop / Desktop, Android / Apple Devices, Windows 10/11, Microsoft Azure, Jira, Active Directory, Python, SQL, VBA, Remote Desktop, TeamViewer, Citrix, ServiceNow, Zendesk, Automation / RPA, Advanced Excel, Google Suite, AS400, Quality Assurance/QA, Bug Hunting/Bug Documenting.

Soft Skills

Customer Support, Customer Service, Process Documentation, Training Certs

CompTIA A+ certification, 2018

PROFESSIONAL EXPERIENCE

Fidelity TalentSource, Chicago, IL, 2025-Present

Help Desk Technician

-Use Servicenow to document tickets and access knowledge base

-Use Azure, Socure, Bomgar, and more to solve a wide variety of issues, from password resets to hardware failures to software malfunctions

-Work with a team to discuss, document, and solve issues as they happen across a wide variety of systems and software

Rexel USA, Chicago, IL 2022-2024

Digital Support Specialist

-Used Zendesk, Jira, and Microsoft Azure to receive, manage, and document feedback and bugs

-Used regression testing to discover, thoroughly document, and discover solutions to bugs in internal and external software

-Discussed and clarified bugs with development team

-Performed QA analysis on fixes for bugs, provided feedback, inspected code

-Accessed/queried/used SQL databases, AS400 systems, Eclipse systems, and many internal software systems to assist in diagnosing bugs

-Documented and detailed feedback/feature requests for dev team

-Documented processes/tasks for FAQ from users and developers alike for automated help chat systems

RSM McGladrey, Kansas City, MO 2021 - 2022

Associate – Managed IT Services

-Assisted with a wide variety of issues, including network connection issues, server failures, account creation/adjustment/password resets, software installation/repair, hardware installation/repair, and more.

-Worked with Microsoft Office, Managed Workplace, ServiceNow, Secret Server, Bomgar, Jabber, and more

YRC FREIGHT, Overland Park, KS 2020 - 2021

Helpdesk Support Specialist

-Assisted drivers, office workers, and others with a wide range of technical issues such as network connection failures, software malfunction, time keeping issues, and password resets.

-Trained drivers on usage of devices

-Worked with Citrix, remote desktop, printers, AS400 systems, mobile device support, Microsoft office support, Active Directory, and more.

HYLAND SOFTWARE, Olathe, KS 2020 – 2021

Software Support Analyst

-Supported company software and hardware over phone and email at hospitals worldwide. Diagnosed network issues, software malfunctions, hardware failures.

-Trained other coworkers and users on solutions discovered for problems

-Worked with SQL, TeamViewer, remote desktop, office suite software and Epson hardware / software.

VELOCITI, Riverside, MO 2020

Helpdesk Support Specialist

-Assisted with a wide variety of technical issues particularly with windows computers and mobile devices.

-Utilized Active Directory, SimpleHelp, Jabber, Remote Desktop and more to assist clients. BYTER, Lenexa, KS 2014 to 2019

Principle / Founder

-Headed online retail business run mainly through amazon.com. sourcing, selling, repairing a wide variety of electronics and hardware.

-Built extensive spreadsheets in Google Suite / Google Sheets to manage finances.

-Sole proprietor managing every aspect of business from customer service, finances, purchasing and electronics repair.

-Achieved over 5000 successful sales, 300k revenue, 99+% satisfaction, and high profit from business launch.

COX AUTOMOTIVE / VINSOLUTIONS / XTIME, Mission, KS 2018 to 2019 Integration Specialist

-Maintained and set up marketing and maintenance software for thousands of car dealerships globally solving a wide range of technical issues such as database connections and network issues.

-Utilized phone and email support to resolve technical problems, determine data accuracy and confirm customer information.

-Utilized remote desktop, Microsoft office software and SQL. THE WHOLE PERSON, Kansas City, MO 2017 to 2018

Payroll Automation Specialist

-Processed bi-weekly payroll for consumers and caretakers.

-Conducted high-volume phone work answering questions and solving discrepancies and issues.

-Creatively used Excel, VBA and Python automation scripting saving thousands of hours per year in paperwork and error-prone manual adjustment. Saved 30K+ per year on erroneous payouts and FTE’s.

-Trained entire Payroll department on function and usage of said created solutions

-Adhered to heavy customer load and strict regulatory schedules.

-Streamlined extensive digital and physical data entry and filing processes. EDUCATION

Coursework, Computer Science Harper College, Palatine, IL 2012-2014

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