This resume summarizes William E. Cochell Jr.'s qualifications and experience in information technology customer support roles over the past 12+ years. He has extensive experience troubleshooting hardware, software, and networking issues across Windows and Mac operating systems. His career includes positions providing help desk support, computer installation, and customer service for organizations like the Department of Veterans Affairs, Insight Global, and AT&T Mobility. Cochell also has a history of volunteer computer consultation work and teaches fencing part-time.

1. WILLIAM E. COCHELL, JR.
(360) 241-9041
bill@docmcgeek.com
RESUME
SUMMARY OF QUALIFICATIONS
Creative, customer service-focused IT professional known to find innovative and pragmatic solutions to
common problems. Quickly assimilates and translates technical information into usable formats. Additional
skills/abilities include:
• 12+ years of experience as a help desk technician
• 10+ years of customer service experience
• Troubleshooting hardware, software, and networking issues
• Proficient with Windows 95, 98, ME, 2000, XP, Vista, and Windows 7
• Experience with Mac OS
• Passed the hardware portion of the CompTia A+ Certification
• 12+ years of experience training/teaching adults
WORK EXPERIENCE
National Service Desk, Department of Veterans Affairs, American Lake, WA August 2014 - Current
• Troubleshot various computer issues such as viruses and malware, connectivity issues, and
hardware, software, and printer problems
• Assist in managing incidents from local maintenance to national level outages.
IT Service Desk, Insight Global, Tacoma, WA October 2013 – January 2014
• Troubleshot various computer issues such as viruses and malware, connectivity issues, and hardware,
software, and printer problems
• Support proprietary dispatching and invoicing software.
Accomplishments: Adapted quickly to my job with little training or supervision.
Part-Time On-Call Computer Analyst, Geeks On Site, Tacoma, WA April 2013 – June 2013
• Troubleshot various computer issues such as viruses and malware, connectivity issues, and hardware,
software, and printer problems
• Provided tune-ups that increased the speed/functionality of computers
• Taught customers how to operate their computers including using email and the Internet
Accomplishment: Received numerous compliments from customers on ability to resolve their issues
Computer Technician, TekSystems, Bellevue, WA August 2012 – November 2012
• Set up and imaged PCs for deployment in a local hospital system
• Installed additional software on systems as required
• Assisted in deployment of computers
• Set up machines and user accounts in Active Directory
Accomplishments:
• Anticipated company needs by readying machines ahead of schedule, which increased the efficiency
of installations
• Cleaned and organized storage area and helped reduce inventory backlog.
Computer Engineer, Volt/VMC, Redmond, WA March 2012 – June 2012
• Supported network administrators in managing Microsoft Office 365 Cloud Services
• Responded to customer support requests both over the phone and via email

2. • Used knowledge of Active Directory, Windows Operating Systems, and Networking to resolve customer
issues
• Provided accurate documentation of customer interactions using Product Studio and CAP
Computer Technician, TekSystems, Tacoma, WA November 2011 – December 2011
• Entered data into handheld device for inventory purposes
• Ran internal scans on local machines
Installation Technician, Native Staffing, Tacoma, WA June 2011 – November 2011
• Installed printers at various locations
• Input network connection information into printer control panel
• Cleaned up and de-installed old printers
• Prepared old printers to be shipped

3. WILLIAM E. COCHELL, JR.
(360) 241-9041
bill@loldragon.com
Page 2
Customer Service Rep 1, AT&T Mobility, Bothell, WA February 2008 – March
2011
• Provided Level II support for GSM/Cellular Internet connectivity by using knowledge of
TCP/IP, basic networking, GSM Service, Windows and Mac operating systems and cellular devices
• Kept support records and escalated to Level III when necessary
• Provided accurate documentation of customer interactions using Primus initially, then AT&T’s proprietary
software
Customer Service Rep, ACS, Inc., Auburn, WA July 2007 – November 2007
• Utilized standard operating procedures to troubleshoot customer service calls for a major cell phone
carrier
Customer Service Rep (Temporary Job), Randstad, Beaverton, OR March 2007 – June 2007
• Took customer service calls to reload prepaid phone cards for several major cell phone carriers
Volunteer Computer Consultant, Tacoma, WA January 2000-present
• Providing support and advice for personal customers and local businesses regarding a variety of
computer and networking issues; including virus/malware evaluation and removal, replacing
malfunctioning hardware, and restoring network access to a Mac network database for a client company
• Building custom computers for clients according to their specifications
Technical Support Rep, Stream International, Beaverton, OR February 1998 - March 2002
• Provided technical support for various PC-related products including OEM manufacturers and ISPs
• Used various software programs to keep records of customer contact including Remedy and several
different proprietary programs
Part-Time Fencing Instructor, Portland, OR August 1991 – April 2006
• Instructed students in the method and manner of safe swordsmanship
• Kept class records
• Repaired and replaced worn equipment
EDUCATION
Visual Communications Studies, Chemeketa Community College, Salem, OR
Diploma, Sprague High School, Salem, OR