Joel Dennis Email & Phone Number

Greater Pittsburgh Area

Provide on-site and remote support network support at over 400 customer locations for over 1,000 network-enabled devices.Install and configure Sharp, Brother, HP, OKI and other printing devices on-site to customer requirements. Configure IP, DNS and DHCP settings to enable printing, scan-to-folder and scan-to-email features.Install and configure print drivers on client workstations to perform extensive printing and scanning tasks.Provide compressive troubleshooting for a wide variety of device and network-related issues over the phone, via remote desktop, and on-site. Near 100% same-day service restoration rate.Build, configure and deploy printing devices in a high-pressure, fast-paced work environment to meet and exceed customer demands.Provide technical assistance and training to field service engineers.Continue ongoing professional development to be proficient for new network-based printing products, including EFI Fiery Digital Print Servers.

Greater Pittsburgh Area

Attend monthly Unit Training Assembly drill.Completed 8.5 weeks of Basic Military Training at Lackland AFB, TX.Completed 90 academic days in training at the Naval Construction Battalion Center in Gulfport, MS.Completed 139 days of seasonal training at Davis-Monthan AFB, AZ working fulltime in an active duty capacity. Provided mission-critical support to multiple combat and support squadrons for the 355th Fighter Wing and 12th Air Force real property, including securing multi-million-dollar military assets.Completed 5 weeks in Airman Leadership School at Davis-Monthan AFB, AZ gaining extensive training in various leadership and supervisory skills.Air Force Specialty Code skills training to include, but not limited to, woodwork, concrete, masonry, construction framing, roofing, drywall, flooring, sheet metal fabrication, welding (oxyacetylene, shielded metal arc, metallic inert gas).

Greater Pittsburgh Area

Schedule all assignments within 24 hours of being offered.Perform visit on date that assignment is scheduled.Complete all assignments within the timeframe offered.Provide “World-Class” customer service while on-site and interacting with site personnel.Diagnose and repair electronic and mechanical issues.Ensure compliance as required by client agreement and/or scope of work.Ensure all deliverables are submitted immediately upon completion of assignment.Keep workspace neat and clean during service; ensure customer/visitors have access to space.While on-site, complete an online questionnaire survey (requires Wi-Fi / data enabled ‘smart device’).Ensure all questions, issues, action-items for the site have been fulfilled prior to leaving site.Communicate with District Manager on weekly basis via phone, text, and e-mail around schedule, training, rescheduling requests, troubleshooting, etc.Provide upcoming bi-weekly availability to District Field Manager by 1st and 15th of each month.

Tucson Az; Seattle Wa

Full time, 40 hours per week, plus overtime.Provide field level IT hardware support to Safeway and Albertsons retail stores in multiple cities covering 100+ mile radius.Perform intricate, component level hardware repairs and maintenance to retail hardware including frontend point of sale (POS) systems, departmental scale systems, including in-store processor (ISP) management.Provide support for store printers and management smartphones.Manage incident resolution using ServiceNow for stores in multiple zones, execute effective workload management.Manage mobile parts inventory using parts exchange software, ship and receive parts, provide detailed fault analysis for failed parts.Liaise with state department of weights and measures for maintenance on applicable devices.Provide critical response support for high priority store system outages.Provide 24-hour on-call support.Assist in store hardware upgrades, new store launches, and store closures.Engage in continuous training and self-improvement.Maintain high level of communication and professionalism.

Tucson, Arizona Area

Deliver and pickup packages at commercial and residential addresses.Organize and track package deliveries and pickups using Delivery Information Acquisition Device (DIAD).Ensure delivery commit times are consistently met, especially Next Day Air high priority packages.

Tucson, Arizona Area

Full time, 40 hours per week, plus overtime.Manage Active Directory for sites across the business, including GPO domain administration.Manage virtual machine environment using VMware and vSphere tools.Manage at-home environment including thin client management and deployment. Provide technical support to end users at production, administrative, and management levels in a call center environment of over 500 systems.Troubleshoot various software issues in Windows XP and Windows 7 environments, including client-specific and third party software, also Apple Mac OS X Snow Leopard, Lion and Mountain Lion operating systems, including server editions.Troubleshoot computer hardware, network/data and voice/telephony issues.Provide support for network printers/copiers and executive-level laptops and smartphones.Maintain client-acceptable production working environment, and meet service level agreement requirements.Maintain user accounts in Active Directory.Create and maintain Microsoft WSUS and Symantec Endpoint Protection Manager servers.Provide assistive support to corporate-based voice and data specialists within local data center environment.Coordinate new client ramp up projects, including mass PC deployment using Ghost.Provide technical support for cellular activation and Exchange e-mail on Blackberry, Android and iPhone portable devices.Manage ticketing systems: HEAT Service & Support, Numara Track-It, ServiceNow.

Tucson, Arizona Area

Full time, 40 hours per week, plus overtime.Provide technical support to end users at administrative, and management levels in call center industry.Troubleshoot various software issues in Windows XP operating system. Troubleshoot computer hardware, network/data. Create and maintain user accounts, e-mail accounts, network shares/devices, OUs and group policies in Active Directory.Create and maintain Microsoft SCCM, McAfee ePolicy Orchestrator, and file and print servers.Supervise and provide subject matter expert support relating to known computer vulnerabilities, provided by US CERT, to multiple call center sites within the enterprise.Supervise, train and provide mentoring feedback for technicians in the field.Manage ticketing system, asset management, and change control requests using Magic Service Desk.

Tucson, Arizona Area

Full time, 40 hours per week.Develop automated report solutions for gathering, structuring and organizing various forms of client data relating to call center statistics.Created Visual Basic macros to automate processes in Microsoft Excel.Designed, developed and maintained Microsoft Access databases to enabling end users to enter employee related data, manipulate specific data, and generate specific reports.Used Visual Basic to create front end applications, and used SQL to create query-based search engine.

Tucson, Arizona Area

Provide real-time adherence and scheduling support for 200+ customer service employees in a call center environment.Utilize IEX TotalView Supervisor workforce management program for monitoring real-time adherence and entering scheduling exceptions.Utilize Avaya CMS Terminal for employee work skill changes and Avaya CMS Supervisor for statistical reporting; client provided hourly reports.

Tucson, Arizona Area

Provide excellent telephone customer service involving tracking and rerouting UPS customers’ packages throughout the United States.Provide information and solutions for customer inquiries.

Ipswich, United Kingdom

Provide IT helpdesk support for internal users. Assist users in troubleshooting desktop issues. Log tickets using RMS Service Desk software and liaise with second line support groups, including Windows, server, and telephony groups.Provide technical support and administration in UNIX/Mainframe system for internal customer service representatives serving regional electricity customers.

Associate Of Science (As), Cybersecurity

National Vocation Qualification, Information Technology, Levels 2 And 3

Activities and Societies: Systems administrator within facilityCompleted comprehensive course work in applied Information Technology.

High School, Ged

Achieved GED