Josh Bunch Email & Phone Number

Lehi, Ut, Us

Gameplay Designer on Cosmic Shore• Designed and balanced unique ship classes, including abilities and modifications for variousplaystyles.• Created detailed game design documentation for minigames, classes, mechanics, and more.• Utilized Unity game engine to implement diverse flora and fauna species with unique behaviors andinteractions.• Utilized GitHub version control in designing, building, implementing, and maintaining core gamesystems

Springville, Utah, Us

• Provided timely and effective technical support to dental office clients, ensuring minimal disruption to operations.• Managed and resolved help desk tickets related to software, hardware, and network issues, maintaining high client satisfaction and adherence to SLAs.• Conducted proactive maintenance tasks, such as software updates and system backups, to optimize dental office IT infrastructure performance and security.• Collaborated with internal teams and third-party vendors to diagnose and resolve complex technical issues, ensuring seamless integration of new technologies and systems.

• Provide tier 2 support for Windows 10, Microsoft 365, Active Directory, and hardware issues across laptops, mobile devices and PCs.• Utilize Confluence to document issues and write both troubleshooting and self help guides.• Identify, research, and resolve technical issues for staff across multiple different sites.• Track IT assets and maintain updated information in the appropriate database.

New York, Ny, Us

• Provide high quality end-user technical support related to enterprise software and hardware bytroubleshooting issues and documenting accurate, detailed information.• Create knowledge articles and standard operating procedures to ensure new issues have properlydocumented and easy to follow resolutions.• Use remote computing tools to assist clients with complex issues and ensure a quick resolution.• Ensure timely resolution or escalation by providing urgency, business impact evaluation, andcommunicating the status to the end-user.

Round Rock, Texas, Us

• Manage customer facing and internal high priority incidents from start to finish by verifying impact, generating incident tickets, notifying appropriate resolver teams, sending customer notifications within SLA, and building a Root Cause Analysis. • Increase efficiency by managing global tickets to ensure all incidents and requests are resolved within the contractual SLA per customer.• Coordinate with other Global Service Desk technicians (US, India, Ireland, and Japan based). Assign staff to each queue of work to provide appropriate coverage and increased productivity on every front.• Assist with new process trainings, and help with Knowledge Base growth to aid in knowledge of customer issues and steps that need to be taken to ensure a quick resolution.• Create internal dashboards to establish an easy view of all active and pending work and enable internal persons to actively track their cases and see updates when they occur for each.

Lindon, Ut - Utah, Us

• Worked to create comprehensive troubleshooting and operational procedures which resulted indecreasing problem resolution times by 60% while increasing customer satisfaction• Collected detailed information surrounding a customers problem and environment so that if a problemis escalated we have the details the next tier needs to resolve the problem as quickly as possible• Created success through caring for customer needs. This includes sharing quantitative informationabout bad customer experiences with product and web site teams so they have the information theyneed to make the best decisions about their priorities• Measured our teams performance and tracked improvements through collecting ticket resolutionmetrics. Some of these include emails per hour, first contact resolution percentage, and customersatisfaction ratings

Salt Lake City, Ut, Us

Bachelor'S Degree, Game And Interactive Media Design

Bachelor'S Degree, International Business