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william_zw

William W.

@william_zw

Remote IT Support Specialist Microsoft 365 Helpdesk

China
English, Chinese
About me
I’m an experienced Remote IT Support Specialist with 18 years of hands-on experience in multinational enterprise IT environments. I provide user support, desktop support, L1/L2 helpdesk support, Microsoft 365 support, Windows troubleshooting, basic Mac support, Active Directory, Exchange, Jira, ServiceNow, remote support, and technical documentation. I help users, small businesses, and remote teams solve practical IT issues, analyze support tickets, and create clear IT guides. My strengths are troubleshooting, patient communication, enterprise IT experience, and AI-assisted problem analysis.... Read more

Skills

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william_zw
William W.
Offline • 

See my services

Technical Support
I will provide remote IT support
From$25 / projectMore details

Work experience

Companyweb

Full-time • 15 yrs 6 mos

Senior IT Support Specialist

Oct 2018 - Present • 7 yrs 7 mos

Provided end-user support, desktop support, Microsoft 365 administration, Active Directory user management, Exchange mailbox support, SharePoint Online support, remote support, Windows/Mac troubleshooting, endpoint management, and IT documentation in a multinational enterprise environment. Supported users across multiple regions, managed Microsoft 365 accounts, handled user lifecycle processes, supported collaboration tools, and worked with global IT teams on system updates, cloud migration, endpoint policies, and user support.

Assistant IT Manager / Global Helpdesk Support Coordinator

Oct 2010 - Sep 2018 • 7 yrs 11 mos

Grew from Junior Support Officer to Assistant IT Manager through multiple promotions. Managed a small IT support team and provided L1/L2 helpdesk support, desktop support, Microsoft 365 support, Active Directory administration, Outlook support, VPN support, endpoint management, IT process standardization, and global escalation support. Served as a second-level escalation contact when local IT teams needed further troubleshooting, coordination, and issue analysis. Created and improved IT support processes, onboarding/offboarding procedures, user guides, and helpdesk documentation.