Josh Engel Email & Phone Number

Overland Park, KS, US

Overland Park, Kansas, United States

• Proactively lead and mentor a five-person team that provides full managed services support to four primary clients.
• Act as a liaison between Field Services and Help Desk teams, as well as client leadership teams.
• Manage third-party technology vendors, including Barracuda, UltiPro, T-Mobile, Insight, Zoom, and Microsoft.
• Engage in weekly team and 1:1 meetings to ensure projects are progressing and on schedule.
• Monitor support ticket queues daily for multiple clients to ensure SLAs are being met.
• Delegate tasks and assign projects to team members based on their strengths and areas of expertise, while also giving them opportunities to challenge themselves and build their professional skills.

Overland Park, Kansas

• Troubleshoot and solve problems related to PC hardware and software.
• Update customers regularly on ongoing trouble tickets and provide full report of issues.
• Administration of Active Directory, VOIP phone system, Office 365, Barracuda e-mail security suite.
• Endpoint deployment and management
• Interface with Server and Network engineering teams to evaluate and address issues.
• Extensively document policies, procedures and protocols to create uniformity between Field Services and Tier 1 and 2 support teams.

Overland Park, KS

• Diagnosed and resolved system hardware and software issues using advanced root-cause analysis.
• Identified and developed methods and techniques to troubleshoot challenging technical problems for end users.
• Researched, strategized and implemented technical documentation, training procedures and usage policies.
• Performed system administration in Active Directory, Office 365, Mitel VOIP and other third-party software.
• Provided ongoing training and technical assistance to users at the desktop level and created more efficient processes to minimize downtime.
• Designed and evaluated project plans and tracked complex projects to completion through all phases to enhance existing applications.

• Provided infrastructure and desktop support for small to medium-sized business clients.
• Installed, managed, and maintained Windows servers.
• Supported clients both remotely and on site with hardware and software troubleshooting.
• Performed troubleshooting and maintenance on all networking devices including switches, routers and firewalls.
• Configured and performed troubleshooting on VOIP services.
• Diagnosed system hardware and software problems using advanced root-cause analysis.

• Installed, maintained and performed troubleshooting on Dell PCs and servers, printers, Point-of-Sale peripherals and advanced networking equipment.
• Provided timely phone and onsite hardware support for a wide variety of network sizes and configurations.
• Maintained professional relationships with customers and kept them up to date with Epicor's current and future hardware and software offerings.
• Utilized time-management and organization skills to efficiently service customer base that covered a large geographical area.
• Helped customers make decisions regarding business growth and profitability by acting as a trusted advisor.

Beverly Hills, California, United States

• Team lead on content-related quality assurance projects that streamlined merchandising and minimized cost per turn.
• Liaised between content and customer service teams to resolve content- and inventory-related issues in a timely manner to prevent shipping issues and to reduce costs.
• Resolved content issues for various stakeholders including buyers, engineers, marketing, central operations, customer service and purchasing, as well as outside vendors and distributors.
• Researched and coordinated with engineers to create content matrix to establish how titles should appear on the site to optimize user experience.

Beverly Hills, California, United States

• Researched, input and maintained metadata for web site that features more than 100,000 titles.
• Established protocol for processing large daily volume of art for site updates.
• Managed collection and optimization of art assets for the launch of the first Netflix set-top box.
• Conceptualized, researched and implemented a comprehensive training manual for content coordinators.
• Trained and mentored eight site content coordinators in all aspects of the position.
• Communicated daily with buyers, vendors and studios to expedite site maintenance and updates.