Joseph Pierce Email & Phone Number

Los Angeles, CA, US

Cupertino, California, US

• Proactively resolve major incidents to minimize downtime and ensure business continuity, coordinating support through paging or on-call schedules. Support all lines of business, including iOS, iPadOS, macOS, and.
• Follow escalation procedures to engage appropriate support teams and ensure timely resolution. Facilitate peer-to-peer conference calls for minor incidents and escalate as necessary.
• Document key actions and events during outage calls/bridges for post-incident analysis using ServiceNow and Zendesk applications, providing valuable insights for root cause analysis by Problem Management.
• Notify the management team about current outage statuses and their impact on the business, enabling informed decision-making and strategic planning through Slack, email, and PagerDuty notifications.
• Stay current with emerging technologies and adapt to trends. Contribute to continuous improvement initiatives and enhance incident management processes.
• Follow major incident management procedures consistently, demonstrating effectiveness and proficiency, and receive positive feedback from peers and the management team.

Cupertino, California, US

• Supported User Acceptance Testing for internal applications.
• Developed training materials and conducted new hire training sessions.
• Created, modified, and updated functions, advanced formulas, tables, and macros in spreadsheets (Numbers, Tableau, Excel) for effective data management.
• Delivered well-organized and informative data reports and presentations to senior leaders using Microsoft Office Suite, Keynote, Tableau, and other relevant applications.
• Updated training materials, knowledge bases, and other relevant documents as required.

Cupertino, California, US

• Consistently achieved and surpassed Key Performance Indicators as a Mac+ Advisor, leading to promotion to Mac+ Senior Advisor in July 2015.
• Assist Tier 1 advisors in resolving technical issues and offer essential resources for problem isolation and resolution.
• Provided support for technical cases that involved gathering customer equipment information, escalating the issue, and collaborating with AppleCare Site Support Engineers until a resolution was reached.

Cupertino, California, US

• Delivered technical customer service to Apple's consumer iPhone, iPad, and iPod Touch customers as an AppleCare Advisor.
• Provided exceptional customer service, utilizing empathy, active listening, and critical thinking skills.
• Demonstrated extensive technical knowledge of Apple product lines and troubleshooting abilities.
• Maintained a strong understanding and knowledge of Apple policies and procedures.
• Conducted Tier 1 problem isolation, troubleshooting, and resolution, prioritizing exceptional customer service.

• Assisted customers with the installation and configuration of the tax software, as well as troubleshooting existing and new network configurations.
• Provided external customer support via inbound and outbound phone calls and online web-based chat.
• Utilized remote support applications to assist customers with Windows-based networks, servers, and workstations.

Smyrna, Georgia, US

• Administrated and supported in-house servers, co-located servers, network equipment, workstations, Internet hardware and connectivity, telephone PBX/VoIP, and SIP service.
• Offered technical support to internal employees, vendors, and contractors.
• Led the growth of the Information Technology department, including forecasting additional equipment, headcount, new technologies, and budgets.
• Spearheaded replacing the company's eCommerce and ERP solutions with Adobe Commerce.
• Implemented web-based API services to synchronize data between the Everest ERP application and Adobe Commerce, resulting in an estimated annual cost savings of $150,000 in development expenses and software license fees.
• Anticipated a 50% annual increase in sales through adopting the new technology offered by Adobe Commerce.

• Managed day-to-day management of network and system functions, Internet connectivity, phone lines, and phone system.
• Supported daily administration and support for Windows OS and macOS workstations and servers.
• Managed vendor relationships for Information Technology services and applications.

Dallas, TX, US

• Managed a Network Engineering team that supported legacy products, IP Aggregation (IPAG,) and Virtual Packet Layer Switching (VPLS) networks.
• Managed Tier 3 network trouble resolution, chronic trouble ownership and resolution, vendor management, and network changes.
• Maintained a comprehensive understanding of all AT&T Ethernet networks to provide support and guidance during crises or chronic network issues.
• Actively engaged with vendors to establish and maintain strong communication channels and relationships.
• Assumed personal responsibility for the Network Engineers and played a crucial role in onboarding new Network Engineers, Consultants, and Student Interns.

Dallas, TX, US

• Held the position of Senior Network Manager at AT&T, overseeing the reliability of the Internet network for high-speed Internet consumers.
• Provided third-tier technical support for network isolation and fault resolution, ensuring customers had uninterrupted access to the network and Internet services on a 24x7 basis.
• Owned chronic network troubles, managed vendor relationships, and oversaw network changes.
• Served as the lead Subject Matter Expert (SME) within the department, collaborating with various AT&T departments to implement new projects and revise existing ones.
• Represented the organization on projects involving Internet networks for consumer, business, and wireless products.
• Acted as the acting manager for the Mobility Tier 3 IP Network Support Team from 01/2009 to 05/2010.

Dallas, TX, US

• Held the position of Senior Network Analyst at BellSouth, ensuring the network reliability of the Internet network for over 6 million customers.
• Managed the core Internet infrastructure for BellSouth, ensuring uninterrupted connectivity and access to the Internet for customers on a 24x7 basis.
• Provided third-tier technical support for network isolation and fault resolution, addressing issues to maintain optimal network performance.
• Served as the lead Subject Matter Expert (SME) within the department, collaborating with various departments to implement and enhance projects.
• Led the implementation of an automated provisioning and inventory system for Internet services, streamlining order processing and improving inventory management.
• Managed a 2-year project with a $32 million investment, resulting in improved efficiency and accuracy in provisioning and inventory management.

• Progressively challenging project leadership position in support of Internet Services offered to clients nationwide. While Senior Network Engineer for Roman Net, I led a team of eight network engineers in managing the.
• Development and implementation of a trouble ticket system using PERL and MySQL.
• Designed and engineered a fully redundant UPS and generator backup system.
• Hired and trained technical support staff and lead network engineers to manage and support the company and its 7,500 residential and business clients.
• Coordinated and managed the Y2K Test Team to ensure all servers and equipment were functional for the year 2000 and beyond.
• Constructed RedHat Linux systems, from the ground up, to be Primary DNS, Secondary DNS, and email and web services. The systems were built using BIND, SendMail and Apache.

• Designed and implemented a variety of telecommunications circuits for in-house use as well as for major clients nationwide. Additionally, managed major technology projects for the company and its clients.Major projects.
• Development and implementation of a trouble ticket system.
• Designed and installed a fully redundant UPS and generator backup system.
• Designed and implemented the Shieldz Filtering product line. Shieldz filtered pornographic Internet traffic from passing through on the network.
• Managed the installation of an OC-3 fiber ring installed in the Network Operations Center and terminated on the BellSouth Telecommunications network.
• Managed the installation of an OC-3 fiber ring installed in the Network Operations Center and terminated on the Marietta Fiber Net network.

Master Of Business Administration - Mba, Information Technology

Bachelor Of Science - Bs, Information Technology

Certificate, Advanced Cyber Security

Certificate, Computer Information Systems