Josh Lawless Email & Phone Number

Coralville, Ia, Us

The Hague, South Holland, Nl

• Escalation point for complicated issues within our department.• Managed users in Citrix and VMware Windows Server/Active Directory.• Provided technical support on Citrix (both Cloud and On-Premise), Azure/VMWare/AWS Desktops.• Mentor/train and supervise contractors, level 1 techs on hardware, software, escalation path and procedures.• Research issues and questions, utilizing available resources and documentation. Resources include: Online documentation, 3rd level teams as well as our AGT leadership team.• Re-run failed software installs via SCCM, uninstall/reinstall software, rebuild profiles, registry cleanups.• Document solutions and troubleshooting steps in our Knowledge Base.• Designated O365 SME – responsible for permissions were set, software issues were fixed or advanced troubleshooting needed to done.• Designated Citrix SME – monitor servers, user profile issues, Citrix server management via Citrix Cloud, Desktop Director, advanced troubleshooting.• Designated AWS/Azure SME – handle both AWS and Azure permissions, connection problems as well as any advanced troubleshooting that needed to be done.• Provided front line support for multiple projects including O365 migration, DR testing and Windows 10 upgrade.• Contributed on tech calls on critical issues.• Organized Knowledge Base documentation for front line Tech Support technicians.• Improved many processes/streamlining procedures for critical incident tickets.• Worked with 3rd tier teams to resolve multiple issues which were impacting different divisions• Developed a mentoring program to mentor our front line team on their incidents that they hold in their bucket.• Worked on the Agile group to help to improve the escalation teams process which include goals and small projects that will impact our department for the good.

Cedar Rapids, Iowa, Us

• Answer incoming calls and gather the appropriate information concerning the issue/concern, by use of remote access software (Citrix GotoAssist) resolving issues whenever possible.• Entering accurate customer information, problem descriptions and call details into Magic/SDE (Help Desk /TSC System).• Mentor/train and supervise contractors on hardware and software.• Research issues and questions, utilizing available resources and documentation. Resources include: Online documentation, 2nd level support and TSC / IT management.• Maintain call center standards regarding productivity, quality, abandonment rate, percentage of time on phones, incident accuracy, and percentage of calls presented/taken.• Reset/unlock Active Directory account/passwords as needed for company employees.• Troubleshoot connectivity issues related to Verizon Mifi, wifi, VPN.• Initiate the replacement of company equipment when needed or escalate to appropriate 2nd level support for troubleshooting.