William Long
Ahoskie
Summary
Field Service Technician with a passion for technology and a track record of resolving complex technical issues in high-pressure environments. With experience in Office 365 migrations and Azure troubleshooting, adept at providing end-user support and managing IT ticketing systems. Committed to enhancing user experiences through effective problem-solving and technical expertise, aiming to leverage skills in a dynamic IT role to contribute to organizational success.
Overview
4
4
years of professional experience
Work History
CLASSROOM ASSISTANT
The Select Group
09.2025 - 10.2025
- Provided on-site support for users at Duke Health Lake Norman Hospital during Epic classes.
- Resolved basic hardware/software issues on computers in the classrooms.
- Submitted tickets using ServiceNow and escalated issues that could not be resolved quickly to the Full-Time IT staff.
- De-escalated issues among users during classes.
- Provided basic troubleshooting for Epic and its training environments.
FIELD SERVICE TECHNICIAN
Experis
05.2025 - 08.2025
- Provided End-User Support for teammates regarding an Office 365 migration at Wake Forest Baptist Hospital in Winston-Salem.
- Operated as part of a service desk, taking calls using Cisco Finesse.
- Physically inventoried devices in a hospital setting using Excel.
- Worked on an on-site tech support station providing in-person assistance and troubleshooting for teammates regarding the migration.
- Used Azure to troubleshoot and reset migration related issues including MFA and Licensing.
SERVICE DESK ANALYST
HCTec
10.2024 - 04.2025
- Provided technical support to users, troubleshooting and resolving issues related to Active Directory, Azure, BitLocker, and other systems.
- Used ServiceNow to create and manage tickets, ensuring timely and straightforward resolution of different issues.
- Assisted users with password resets, authentication, and general IT troubleshooting.
- Worked along with other IT professionals to escalate complex issues and ensure effective service delivery.
- Applied de-escalation techniques to maintain positive user experiences in high-pressure situations.
- Prioritized and managed multiple tasks effectively, ensuring efficient response times.
- Provided initial troubleshooting for Epic Hyperspace, including identifying blocks, updating passwords via AD, and other surface level solutions. Escalated and warm transferred to an Epic Support Helpdesk Agent if I was not able to resolve the issue for the teammate.
TEAM MANAGER - OVERWATCH & VALORANT ESPORTS
Catawba College
08.2023 - 05.2024
- Managed and scheduled team members for both teams ensuring smooth operation and preparation for competitions.
- Conducted research on opposing teams and game strategies, providing the team with insights to enhance performance.
- Coordinated team practices, meetings, and communication, ensuring all members were aligned with team goals.
- Managed high-pressure situations, maintaining composure during competitions and intense situations.
- Helped develop team dynamics, fostering a friendly yet competitive environment.
INFORMATION TECHNOLOGY INTERN
Catawba College
08.2022 - 12.2022
- Developed reports using MS Excel and Access to track and manage IT assets and issues.
- Assisted in troubleshooting hardware and software issues across various platforms.
INFORMATION TECHNOLOGY INTERN
Roanoke Chowan Community College
01.2022 - 05.2022
- Assisted in troubleshooting and resolving technical issues for staff and students.
- Provided support for hardware and software systems, ensuring minimal downtime.
- Managed IT inventory and maintained records of repairs and installations.
- Supported system setups, configurations, and updates for campus computer systems.
- Assisted with network management and user account maintenance.
Education
BACHELOR OF SCIENCE - INFORMATION SYSTEMS AND TECHNOLOGY
Catawba College
Salisbury05.2024
ASSOCIATE OF SCIENCE - undefined
Roanoke-Chowan Community College
Ahoskie05.2022
Skills
- Technical Support, Troubleshooting, Active Directory, Azure, Management, ServiceNow, IT Ticketing Systems, BitLocker, Security Administration, User Authentication, Password Management, Strategic Research, Competitive Analysis, Microsoft Excel, Access Reporting, De-escalation, Customer Service
LANGUAGES
English (Native).
Timeline
CLASSROOM ASSISTANT
The Select Group
09.2025 - 10.2025
FIELD SERVICE TECHNICIAN
Experis
05.2025 - 08.2025
SERVICE DESK ANALYST
HCTec
10.2024 - 04.2025
TEAM MANAGER - OVERWATCH & VALORANT ESPORTS
Catawba College
08.2023 - 05.2024
INFORMATION TECHNOLOGY INTERN
Catawba College
08.2022 - 12.2022
INFORMATION TECHNOLOGY INTERN
Roanoke Chowan Community College
01.2022 - 05.2022
ASSOCIATE OF SCIENCE - undefined
Roanoke-Chowan Community College
BACHELOR OF SCIENCE - INFORMATION SYSTEMS AND TECHNOLOGY
Catawba College