Joshua Burch Email & Phone Number

Chico, California Area

I advanced to manage escalated issues for up to 100 customers and manage database administration. I oversaw Windows and Unix servers, Active Directory, domain name systems (DNS), and VMWare virtual machines. I worked closely with cross-functional teams to resolve technical issues and deliver excellent customer service to end users. I installed, upgraded, and maintained SunGard finance software and supported SunGard IFAS infrastructure by conducting weekly maintenance on all servers as well.HIGHLIGHTS OF ACHIEVEMENTS:• Worked remotely to migrate legacy software and customers into new cloud data center during organizational restructuring.• Led successful data recovery, software upgrades, and data center migrations by troubleshooting database issues with SQL and initiating database backups, restores, and table data recovery.• Independently spearheaded onboarding process from point-of-sale to live production for customers purchasing software and cloud services including installation and user training.Related Skills: Systems Support, Database Administration, Technical Support, Escalation Management, Customer Service, Troubleshooting

Chico, California Area

I was then promoted to own Unix and Windows server administration (Server 2003, 2008, 2012), Active Directory, and DNS. I configured, deployed, and conducted backups of VMWare virtual machines. I installed and upgraded SunGard finance software and supported SunGard IFAS infrastructure. Within this role, I also conducted weekly maintenance on all operating systems and maintained support documentation.HIGHLIGHTS OF ACHIEVEMENTS:• Delivered excellent customer service to 100+ customers consistently by phone, email, and ticketing system.• Resolved technical issues and customer accessibility issues quickly for Citrix XenApp enterprise-level application hosting platform.Related Skills: Systems Support, Server Support, Software Installation, Software Upgrades, Technical Support, Customer Service

Chico, California Area

I was recruited to deliver internal end user and desktop support including PC support, network support, email support, VPN support, and application training. I responded to phone, email, and ticketing system requests with an emphasis on delivering excellent customer service. I also installed data center hardware including racking servers, battery backups, and networks.Related Skills: End User Support, End User Training, PC Support, Customer Service