IT Support Specialist and Help Desk Technician

William Douglas

IT SUPPORT SPECIALIST HELP DESK TECHNICIAN

Havelock, NC 609-***-**** *******.********@**********.*** PERSONAL SUMMARY

Detail-oriented IT Support Specialist and recent graduate of Miller-Motte College's Associate of Applied Science in Information Technology, with hands-on training in hardware, software, networking, and help desk operations. Brings a strong mechanical and troubleshooting background from technical, equipment-driven roles, including digital machine operation and network issue resolution. Reliable, hardworking, and customer-focused, eager to deliver effective technical support and problem-solving in an IT environment. SKILLS

Technical Support: Hardware installation & upgrades, Software configuration, Troubleshooting & diagnostics, Help desk & ticketing systems, Remote support tools Networking & Systems: Networking fundamentals, Network issue troubleshooting, Operating systems

(Windows), Database management basics, Information security principles Professional: Customer service, Inventory & equipment management, Attention to detail, Reliability, Problem solving

EDUCATION

A.A.S., Information Technology (IT Support Specialist)2024 – June 2025 Miller-Motte College (Online)

Program emphasizing foundational IT skills, computer hardware and software support, and help desk operations, providing experience diagnosing and resolving technical issues for diverse user environments:

● Gained proficiency in hardware installation, software configuration, and system upgrades

● Learned networking fundamentals, database management, and information security principles

● Improved skills in customer service, ticketing systems, and remote support tools PROJECTS

PC Build & Hardware Upgrade: Assembled and upgraded desktop systems — installing CPUs, RAM, storage, and peripherals — and configured operating systems to build hands-on hardware support skills. Home Network Setup & Troubleshooting: Configured a home network with routers, switches, and Wi-Fi, practicing IP addressing, connectivity troubleshooting, and basic network security. Help Desk & Ticketing Simulation: Diagnosed and resolved common hardware, software, and connectivity issues using ticketing workflows and remote support tools. EXPERIENCE

Receiving Clerk – Burlington Coat Factory, Morehead City, NC 2024 – Present

● Scan and process incoming inventory using digital systems to ensure accurate records.

● Process merchandise for security and maintain sales-floor integrity.

● Stock and organize merchandise to support efficient store operations. Installer – Moochs Guttering, Havelock, NC 2021 – 2023

● Measured, cut, and installed materials to specification while ensuring customer satisfaction.

● Oversaw cleanup and disposal of materials, maintaining a safe and organized worksite. Material Handler / Machine Operator

● Operated and calibrated digital and mechanical brake press equipment to precise size parameters, applying technical attention to detail.

● Troubleshot network issues to maintain equipment connectivity and uptime.

● Tracked and ordered inventory and maintained organized stock to support smooth operations.

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