Joshua Agee Email & Phone Number

North Carolina, United States

• Provided business and enterprise-level IT support in an MSP environment across thousands of endpoints for LOB applications, Microsoft 365 services and Windows-based operating systems.• Managed VoIP communication systems from design to implementation. Supported every facet of technical VoIP issues.• Utilized ConnectWise Manage for PSA purposes and averaged 50 or more ticket closures per week.• Configured and supported Fortinet FortiGate and Cisco Meraki firewalls, as well as Cisco and Netgear managed switches.• Programmed a custom API-based solution to prevent a client’s departure from company.• Trained team members on new procedures and internal applications.• Effectively multi-tasked between support ticket resolutions and triaging new support requests based on priority and urgency.• Performed role in an entirely remote location with no feet on the ground. Efficiently solved problems via ConnectWise Automate and ConnectWise Control.• Exercised security best practices to prevent multiple external attacks on client systems. In reactive situations, mitigated damage from bad actors and secured client data.• Administrated AD-based Windows server environments, including Azure synced domains, with least privilege security assignments based on user role.• Maintained industry-leading zero-trust whitelisting software to prevent various attack vectors including fileless ransomware.

Eden, Nc

• Managed team and administered office-wide repair procedures, providing comprehensive training and assistance to other technicians.• Provided on-site support for all IT related issues and inquiries. A solo project included managing and implementing OS upgrades, hardware upgrades and computer replacements to over 30 systems for a major client.• Diagnosed and amended networking faults, including network-attached printers and various IoT devices. Active Directory management and troubleshooting experience.• Disassembled and repaired hardware defects in both laptops and all-in-one computers, including but not limited to, Apple MacBooks and iMacs, ultrabooks, Chromebooks, and convertible laptops.• Tracked and organized all work-orders with thorough documentation within a centralized ticketing system.• Provided telephone and remote assistance to clients and followed up with on-site support when necessary.

• Tested various pieces of software across many di􀀁erent operating systems, reporting any issues present.• Followed strict guidelines when submitting bug reports to ensure client satisfaction.• Completed in-depth usability and functionality testing on several platforms, from mobile apps to desktop websites.

Associate Of Science - As, Computer Science

Pc Pro Certification

High School Diploma