Joshua Headrick Email and Phone Number

Custom mechanical keyboard store

A small medical supply company located in Villawood with over 150 users both onsite and offsite with a small IT team. I work alongside 2 colleagues and report to the IT Manager to provide support to the company. My core responsibilities are to resolve tickets submitted to the helpdesk along with assisting the system administrator to complete tasks.Responsibilities: - Basic problems including network issues- Completing back up reports- Organising asset management- Server maintenance/installs- Automating with PowerShell- Office365 setup/migration- User creation/terminationAchievements:- Organised and labelled assets into a system- Automation of basic tasks- Migrated mail server from onsite to Office 365- Introduced imaging software

A State Wide Service Desk located in Parramatta assisting staff within the government health system. I was hired to join the Level 1 team to work together to meet SLA’s that were given by the Team Leader. My core responsibilities are to be the first point of contact to provide level 1 support over the phone and escalate any issues I am unable to solve to the appropriate team.Responsibilities:- Basic internet issues requiring device restarts- Password resets- Active Directory changes

The role was at a catholic high school with over 1000 users (around 900 students and 200 staff). With two other staff members in the IT field, (IT Manager and a System Administrator) we supported the large amount of users dealing with basic issues to complex issues. Level 1 Issues:- Basic internet issues requiring device restarts- Password resets- Printer support- Diagnosing hardware and software issues- Updating profiles on devices in AirwatchLevel 2 Issues:- Software installations- Hardware repair- Hardware installation- Device setup- Data recoveryLevel 3 Issues:- Server troubleshooting- Cable patching

• Meeting set targets in an organised and professional manner• Developed significant customer service and communication skills • Significantly developed ability to multitask across multiple jobs at one time