William Berscheid
Lens
Summary
Adept IT Technician with a robust background at DND Canada, excelling in hardware installation and fostering strong stakeholder relationships. Demonstrated success in enhancing IT service desk performance and airfield safety through innovative technology solutions. Proficient in bilingual communication, ensuring seamless remote support and network troubleshooting. Achieved significant improvements in system functionality and customer satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Technician
DND Canada
06.2022 - Current
- Maintained office PCs, networks and mobile devices.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted regular preventive maintenance on hardware equipment, prolonging lifespan while minimizing unexpected failures.
- Managed inventory of hardware and software assets, ensuring proper allocation and maintenance throughout their lifecycle.
Airfield Communications Team Lead
DND Canada
06.2017 - 06.2022
- Participated in the evaluation of new technologies and equipment, providing valuable insight into their potential implementation within airfield operations.
- Enhanced airfield safety by conducting regular inspections and implementing corrective actions.
- Ensured timely completion of maintenance tasks by effectively prioritizing work orders and delegating assignments to appropriate personnel.
IT Service Desk Analyst
DND Canada
11.2016 - 06.2017
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Maintained detailed documentation for all IT service desk processes and procedures, facilitating knowledge transfer and promoting consistency across support teams.
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to endusers.
- Established strong working relationships with internal stakeholders, fostering collaboration and improving overall IT service delivery.
- Assisted in the development of IT service desk policies, ensuring compliance with industry standards and regulations while maintaining a focus on providing excellent customer service.
- Spearheaded software upgrades and hardware replacements for improved system functionality across departments.
Education
Oromocto High School
Oromocto, Canada 2012
Skills
- Desktop technical support
- Hardware installation
- Technical support
- Software configuration
- Network troubleshooting
- Remote support
- System administration
- IT asset management
- Network maintenance
- Bilingual (English, French)
Certification
ITIL Foundation V.4
Languages
English
Bilingual or Proficient (C2)
French
Upper intermediate (B2)
Timeline
IT Technician
DND Canada
06.2022 - Current
Airfield Communications Team Lead
DND Canada
06.2017 - 06.2022
IT Service Desk Analyst
DND Canada
11.2016 - 06.2017
Oromocto High School
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