Joseph Valley Email & Phone Number

Denver, CO, US

• Provided support of the ITSM (Cherwell) system including but not limited to administration, development, and consultation following ITIL best practices.
• Coordinated and assisted with reimplementation of ITSM (Cherwell) system including providing company wide training.
• Performed migration of internal support teams from deprecated systems to company wide ITSM toolset.
• Configured and maintained support automation within the ITSM (Cherwell) system including but not limited to Onboarding, Offboarding, Change Control, Approvals, etc.
• Acted as liaison for third party development teams.
• Provided training and mentorship of new team members.

Denver, Colorado

• Assumed management responsibilities for Desktop Support and Service Desk teams from November 2019 - March 2020.
• Coordinated the successful transition to WFH work posture of non essential employees’ hardware as well as distancing of essential on-site personnel due to Covid.
• Provided Major Incident Management and Change Management on a rotating schedule including after hours on-call support.
• Developed and tracked annual budgets including capital projects and operational expenses.
• Developed policies and standard operating procedures providing documentation to IT Infrastructure teams.
• Indirectly managed Desktop Support team (2 FTEs) including providing yearly performance evaluations and assisting in interviewing and hiring of team members.

Richfield, Ohio

• Provided general leadership to help desk staff including recommendations on staffing and deployment process to management team ensuring support requirements are fulfilled.
• Maintained and provided recommendations for IT product roadmaps, standards documentation, and procedural documentation.
• Performed real-time monitoring and trend analysis of infrastructure operations including Major Incident Management when necessary.
• Developed and deployed a rolling computer refresh program including building and maintaining the standard image, as well as managing the vendor relationships.
• Provided operations metrics to the leadership team including recommendations for improvement.
• Received a “Who We Are: SuperStar” Award from Snap-On for customer service excellence.

Greater Pittsburgh Area

• Provided end user support to 30+ stations in a “mission critical” environment.
• Follow all federal regulations to remain TA and FAA compliant.
• Maintained asset inventory across all stations in the region.
• Coordinated and deployed equipment as part of enterprise wide equipment refresh projects.
• Subject Matter Expert on laptop build utilized by aviation mechanics to program aircraft
• Received an Excellence Award for contributions to ongoing projects.

Oakwood Village, Ohio

• Provided end user support for four locations, multiple remote users, and clients.
• Maintained HIPAA compliance.
• Created and administered Intranet sites utilizing MS SharePoint.
• Created and maintained an asset inventory database.
• Maintain wiring closets supporting 100+ nodes each
• Provided vendor management and coordination between sales team and clients.

Boardman, Ohio

• Administer MS Windows NT Server and MS Windows Server 2003
• End user support via email, phone, one on one or remotely using Win VNC
• Program web based application for data distribution in sales dept
• Configure and deploy new and used PCs to end users
• Create graphics for fax coversheet, website, CD jackets, brochures, etc.
• Configure/ administer web conferencing software