William James-Berrio

About William James-Berrio

I am a CompTIA Security+ certified IT and cybersecurity professional with a strong…

Experience

1. Technical Support Analyst

   Aldrich

   Mar 2024 — Present

   Provide technical support to system users within the organization via in-person assistance, phone, email, ticketing systems, and remote access- Reduced daily ticket submission by 75% in 6 mos, by providing customized articles, personalized education, and tech lessons for all departments on site, including worldwide remote offices- Maintain consistent under 30 min response time with a 24 hrs average resolution time- Troubleshoot and resolve issues related to hardware, software, networking, and cloud-based applications with speed and accuracy- Configured, deployed and maintained 400+ laptops for new and existing employees - Lead company wide move from on-prem to cloud managed devices- Manage user accounts, roles, and permissions across Microsoft Entra and Intune- Deployed and managed macOS devices via Microsoft Intune for the Marketing and Wealth Management departments while standardizing configurations and compliance- Responsible for Identity and Access Management (SSO configuration, MFA, password resets, device enrollment)- Manage and track IT assets and inventory - Develop and maintain technical documentation and standard operating procedures- Escalates complex issues to senior support and external vendors while ensuring clear communication and follow-through- Configured a SharePoint Knowledge Based bot using Copilot Studio for all employees to automate user friendly responses for common issues. Project estimated to reduce ticket queue a further 15%

Education

• San Diego State University

  Certificate , TEFL/TESL

  2017 — 2017

• Springboard

  Cyber/Computer Forensics and Counterterrorism, Cybersecurity Analyst

• San Diego City College

  Associate of Arts - AA, Cinematography and Film/Video Production/Multimedia

  2017 — 2019

• University of Kentucky

  Bachelor of Arts (B.A.), Communication and Media Studies

  2010 — 2014

Skills

• Social Media Marketing
• Facebook
• Dreamweaver
• Flash
• Adobe Creative Suite
• Customer Service
• Hospitality
• Video Editing
• Powerpoint
• Microsoft Excel
• Final Cut Pro
• Broadcast Journalism
• Marketing
• Event Planning
• Instagram
• Digital Media
• Photoshop
• Film
• Twitter
• Broadcast Television
• Short Films
• Social Media
• Microsoft Word
• Microsoft Office
• Sales