Joseph Gilbert Email & Phone Number

Painesville, Ohio, United States

• Interview potential candidates to assess their customer service skills and technical aptitude, provide feedback to hiring staff.
• Train onboarding groups in four week sessions to prepare them to join our service desk as remote support technicians.
• Gather team’s performance metric data, export results to create personalized coaching documents for all staffed technicians.
• Meet individually to review these documents with team members. Help in identifying opportunities for overall improvement.
• Work with other departments to maintain company Knowledgebase Articles as well as new hire training curriculum.

Painesville, Ohio, United States

• Serve as the first point of contact between IT Security and internal employees for identity access management.
• Educate leadership on how to utilize suite of security self service tools to review security roles and submit requests for access. Track requests and follow up directly with managers to ensure requested access is.
• Guide customers through setting up company owned devices: Laptops, Desktops, iPhones.
• Guide customers through setting up any and all peripherals: External monitors, docking stations, wired/wireless headsets, Wifi Hotspots, Printers (Network Printers, Personal Printers).
• Assess damaged or failed equipment, order and track replacements. Follow up with customers to complete setup of newly replaced equipment.
• Diagnose issues connecting to virtual desktops using Vmware Horizon Client. Provide remote support for customers experiencing any technical issue while working inside the virtual environment.

High School Diploma

Education record