Josh Phillips Email & Phone Number

St. Augustine, Fl, Us

Jacksonville, Florida, United States

Denver, Colorado, United States

Jacksonville, Florida, United States

Jacksonville, Florida, United States

Lead and Managed the Technical Services Team to deliver results that meet or exceeded our current commitments e.g. (SLA’s, Service Quality, Timelines, etc.) using the EOS, ITIL and TruMethods frameworks. · Motivate, Lead and Coach the individuals on the technical team, this includes, but not limited to personal development, training and assisting with recruitment.· Monitor volumes of calls, emails, and support tickets and redistribute as needed to support the attainment of operational goal. · Handle all escalations from the support team and ensure that these are promptly escalated to the appropriate individual (Including Myself), with all relevant information for an efficient investigation/resolution.· QA support cases daily, monitor technician performance, conduct one-on-one meetings and performance reviews monthly.· Provide hands-on support (Including On-Site) for Project Teams and Support Teams, particularly in high workload periods.· Lead continuous process improvement and change management to enhance the client experience.· Take direct responsibility for the delivery of specific projects where required.· Complete documentation on all updates and changes. · Build & maintain strong relationships with the Operations and Business Services teams.· Assist in the development of Project Scoping and Project Development plans, as needed.· Audit technical team time entries for accuracy and completion. · Provide assistance with internal applications including, but not limited to, ConnectWise Manage, Automate and Control, Office 365 Suite including SharePoint, Zoom, Duo Multi-Factor Authentication and many more.

Lancaster, Ohio, United States

Designed, established, and managed the cyber security and compliance division within the guidelines of the NIST 800-171 and NIST 8183 framework. · Oversaw the completion of on-site cyber security assessments within the assigned framework.· Completed scheduling of on-site assessments for assigned technicians and businesses.· Worked in company with Polymer Ohio to complete assessments for qualification in regards to the Ohio "Manufacturing Extension Program" grant funding.· Co-collaborated with on staff vCIO coordinator to complete quarterly and annual business reviews regarding current standings within the NIST guidelines. · Assisted technicians with changes and/or upgrades within network infrastructure to align within NIST compliance. This is including but not limited to: Networking, Server Maintenance and Deployment, Workstation deployments, Migrations of systems and hardware (Physical and Virtual), Infrastructure diagrams with flow graphs and documentation of all systems and configurations.· Completed initial build out of cloud-based service offerings including Hosted Servers, VDI environments and RDS Shared sessions using Azure, AWS and VMware. · Assisted with overflow Tier III support as needed. · Completed onboarding of new MSP clients as needed.

Parkersburg, West Virginia, United States

Established previously nonexistent standard operating procedures, using the ITIL framework, for customer service and quality assurance.· Oversaw the operation of nine retail locations, sales teams, and service teams.· Designed and planned sales routes for salesmen involving orders and potential leads.· Designed Service Level Agreements and base line metrics for incident management and problem management· Scheduled and followed up on service calls for technicians.· Completed service calls on “preferred customers”.· Tracked and managed all customer devices in repair at all nine locations.· Assisted with all customer complaints/Issues.· Oversaw hiring of employees for all technical positions.· Assisted with company growth and future strategic planning.· Handled repairs and service calls including but not limited to, Networking, Server Maintenance, Machine Deployment, Migrations (Physical and Virtual), Hosting Environments and Full Network Security Implementation· Handled all repairs and service calls involving Apple products.· Processed all electronics parts ordering for repairs and items for all retail locations, sales teams, and technicians.

Remote

Responded to escalated dispute calls and written dispute correspondence focusing on timely resolution and quality.· Direct contact with customers to help assist with any technical issues.· Handled customer issues with all Macintosh items and all versions of OSX including beta versions. Also, handled minor issues with iTunes on all platforms and networking issues with Airport and Time Capsule systems.· Advise customers of warranty information and upsold to Apple Care Protection Plan.· Further extended support on escalated issues and covered any account security issues.· Scheduled Genius Bar appointments and repair work orders.· Assisted with upgrades and purchase orders.· Assisted with router setup and acquiring an IP address for Intranet and Internet, only IPV4 based.· Handle overflow for enterprise systems and cover VPN setup and Exchange server setup on OS X systems. · Work with IT to handle any major technical outages to clear them up.

Parkersburg, West Virginia, United States

Utilized excellent written and verbal communication skills, with an eye for detail.· Direct contact with customers to help assist with any technical issues.· Handled customer issues with internet, phone, and home security.· Advised customers of copyright infringement violations and policies.· Further extended support on escalated issues and cleared open documented forms.· Scheduled work orders per quota.· Assisted customers with billing issues and upselling services.· Assisted with email support on Windows Vista and higher as well as OS X version 10.6.8 and higher.· Assisted with router setup and acquiring an IP address for intranet and internet, only IPV4 Based. · Worked with IT to handle any major technical outages to clear them up.

Dublin, Ohio, United States

Developed Automated Test Equipment (ATE), Test Program Sets (TPS), generated associated documentation, resolved production issues, and supported all aspects of the project as requested. Traveling as needed.· Oversaw all stages of designing and building children’s museum exhibits.· Constructed and modify manuals and instructional materials.· Designed and amended electrical schematics for each exhibit. · Finalized all repair process booklets and schematics to customer’s approval.· Assembled and repair electromechanical devices.· Printed and assemble circuit boards.· Built Prototypes out of wood, metals, and other various materials.· Wired up circuits and devices per schematics using relays, ssr’s, 120v power supplies.· Built containment boxes for wire assembly.· Wrote code to program Arduinos for VFD’s and 7-seg displays.· Wired up analog to digital converters to Arduinos for I/O.

Bachelor Of Science - Bs, Computer Engineering

Bachelor Of Science - Bs, Electrical And Electronics Engineering