Josh Dillard Email & Phone Number

Campbell, Ca, Us

Campbell, Ca, Us

*Providing best in class technical support as a senior level 2 / ATS and call quality engineer. *Taking special or emergency case escalations from management that require dedicated hand holding or special attention*Working directly with our partners, resellers, and affiliates in troubleshooting or device implementation*Taking escalated cases as well as important customers*Managing tickets using a combination of phone calls and messages/updates via Sales Force ticketing system.*Working closely with management and engineering to quickly diagnose and resolve escalated cases*Troubleshooting customer networks using in house customized software solutions to isolate things such as packet loss, closed ports required for SIP traffic, DNS resolution errors, and more. *Troubleshooting and provisioning various SIP end points/devices*Generating and testing SIP credentials to be sent out for use with third party devices*Gathering and analyzing data, including call samples and PCAPs, for escalation to Tier3 Engineers or NOC. *Providing customers with thorough instructions on resolving network issues to address call quality, device registration, and other network issues. *Troubleshooting things such as call routing, dropped calls, one way audio, end points not ringing, and more.*Assisting with training and on boarding of new agents to bring them up to speed*Creating and providing documentation to be used internally as well as to be shared with partners and associates.

Responsible for trouble shooting, building and maintaining IBM/PC and Mac based systems, including operating system (OS) and various software installations/modifications.Also worked as an on call associate for a majority of my time with the business.

I work on call with various clients ranging from small mom n' pop pizzerias to custom gaming desktop manufacturers and law firms. I am responsible for everything from advising on and ordering new hardware (laptops, desktops, upgrades, etc..) to installing software/updates, assembling high end desktop machines, and assisting with setting up/configuring local office networks. I find myself working well both by myself on small projects and with fellow technicians on larger projects alike, and am always open and willing to learn new skills or applications to help further my career and skill set.

- Responsible for handling inbound and outbound support calls and emails- Utilizing both phone and chat service while operating on remote software (LogMeIn, AnyDesk, etc) to troubleshoot customer issues- Walking customers through both basic and advanced software questions- Assisting customers with image quality issues as well as patient positioning and adjustments- Troubleshooting software connection issues across networks- diagnosing and resolving hardware issues for both PC's and CBCT/Medical scanners- working with client onsite IT to resolve issues and offer recommendations in regards to backing up data

San Jose, California, Us

Responsible for a small group of talented individuals who hold the primary focus of customer satisfaction and success. Working with and guiding my team to be able to best assist new and existing customers, be it onboarding a new customer and helping them familiarize themselves with our system, assisting them with concierge requests and modifying their current setup, or helping come up with new and custom system builds.

San Jose, California, Us

I manage an amazing group of talented support reps and customer service associates responsible for everything from basic customer cases to advanced network and technical troubleshooting. Maintaining open communication not only internally between other team managers and engineers, but also front facing to our customers. Providing quality support via phone, chat and e-mail for anything ranging from initial new customer setup to more detailed network and setup configuration troubleshooting. I am responsible for many of the current documents and templates used to assist customers and onsite technical services to properly configure networks and VoIP based devices. I am also responsible for updating and maintaining internal and user facing documentation, including step by step PDF documents, online training, and support videos.

San Jose, California, Us

Supervising a talented group of individuals and responsible for escalated calls and senior support decisions as well as maintaining customer satisfaction via phone, e-mail, and live chat situations. Also responsible for documentation both internally and externally as well as training both internally and externally.

Responsible for providing not only entry level support but also second level (Tier 2 Senior) support via phone, e-mail and online chat, providing end user support with everything from application installation to hardware configuration needs. This includes basic installation, extensive trouble shooting, and even remote assistance at times.

Santa Clara, California, Us

Responsible for hardware and software (driver) support for both AMD / ATI CPU and GPU products, including installation assistance, trouble shooting and pre-sales questions, utilizing both phone and e-mails skills in this manner.

Helping order new product, providing input on hardware and reliability/functionality. Stress testing new product hardware and checking for defects. Upgrading and replacing used/faulty hardware before creating custom OS images for each model laptop, including freshly installed OS, drivers, anti-virus, office and media softwares. Providing technical support for previously sold products via e-mail and phone.

Assist customers in configuring custom top of the line gaming systems to work around customer budget and power needs. Supporting and trouble shooting custom systems via telephone and e-mail as well as physically in a production warehouse. Assembling top of the line custom multi-media and gaming systems, installing a working image and then vigorously stress testing before shipping to customers.

G.E.D.

Education record