Lance Woodard
NCDAC
Wilson
23
years of professional experience
Dynamic User Support Technician with proven expertise at NCDAC, excelling in remote support and ticket management. Adept at diagnosing complex issues and enhancing user experience through effective communication and problem-solving. Skilled in software installation and security protocols, consistently improving system reliability and client satisfaction.
Work History
User Support Technician
23 Years 5 Months- Resolved user support tickets for hardware, software, and connectivity issues.
- Diagnosed workstation problems and completed basic repairs, part replacements, and configuration updates.
- Supported users with account access, password resets, and application login issues.
- Installed and updated desktop software, drivers, and security patches.
- Recorded service requests, troubleshooting steps, and issue resolutions in ticketing systems.
- Set up printers, scanners, and other peripherals for daily business needs.
- Guided users through technical steps and system navigation to restore productivity.
- Escalated complex incidents to higher-tier support while keeping communication clear.
- Expanded technical skills through professional development and stayed current on industry trends and best practices.
- Managed help desk tickets with strong attention to detail and resolved issues within established timeframes.
- Delivered customer service through empathetic listening and clear communication, contributing to higher client satisfaction.
- Created user guides to support smooth onboarding of new employees into company systems.
- Performed regular audits of company IT assets to support resource utilization.
- Improved troubleshooting workflow through clear documentation of common issues and resolutions.
- Worked with cross-functional teams to resolve complex technical problems affecting business operations.
- Applied IT policies that strengthened network security and data protection practices across organization.
- Improved customer satisfaction by providing prompt remote support for wide range of technical concerns.
- Raised user experience by resolving technical issues quickly and efficiently.
- Shared knowledge and expertise with fellow technicians during training sessions and ongoing projects.
- Supported hardware upgrades that improved overall system reliability and efficiency.
Education
High School Diploma
Skills
Remote support
Help desk experience
Ticket management
Software installation
Network connectivity
Problem diagnosis
Security protocols
Application support
Hardware repair
System configuration
Software updates
User training
Virus removal
Performance optimization
Operating systems
Device maintenance
Customer service
Active listening
Verbal and written communication
Decision-making
Desktop support
Timeline
User Support Technician
NCDAC
05.2003 - CurrentRead More
Southern Wayne HS
High School Diploma
Read More