Joshua T. Email & Phone Number

United States

Eden Prairie , Mn, Us

• Debug MongoDB queries/scripts when diagnosing backend issues within the Ubiquity EHR system.• Improvised a workaround solution for an application defect that affected 48,000+ patient records.• Analyze patient chart data and demographics to determine root causes.• Attach Child tickets to Parent tickets for widespread outages and incidents.• Create local backups of application data.• Uninstall/reinstall the EHR system on end-user computers.• Restore backup data after successful reinstallation of the EHR system for Offline users.• Display white-glove customer service when interacting with end users.• Remain within SLA which results in bringing timely solutions and ticket closures.• Create and document L2 knowledgebase articles in ServiceNow. • Attach KB articles to tickets for reference.• Collaborate with L3 and Development teams to find common ground towards solutions.

Eden Prairie , Mn, Us

• Managed IT inventory comprised of end user laptops and mobile phones.• Oversaw shipment/returns of IT Assets.• Leveraged Microsoft Azure for more in-depth asset extraction.

Bannockburn, Il, Us

• Provided L1 Service Desk support for clients including Discover, Levi's, and Master Lock.• Handled tickets such as Active Directory password resets and Dell laptop hardware malfunctions.• Troubleshoot Windows 10 software discrepancies and requests.• Ran commands in Command Prompt for network-related issues.• Achieved a 97.6% resolution rating from customers while keeping an average talk time of 6.5 minutes.• Chosen by Management and Service Desk Leaders to conduct pilot training for 3 new clients. • Conducted pilot training for newly onboarded companies like Brentwood Industries and Kraft Heinz.• Utilized Footprints ITSM software to document client issues, escalations, and solutions. • Oversaw an Automatic Call Distributor (ACD) such as Cisco Finesse.

200 Applied Parkway, University Park, Il, Us

• Provided L1 Customer Support for The Agency Manager (TAM) software; cloud and on-prem versions.• Troubleshooted and triaged issues in a CRM platform such as Salesforce.• Monitored live queues in an Automatic Call Distributor (ACD) such as Genesys.• Achieved a 97% Customer Satisfaction rating within the first 3 months of being hired.• Promoted within 4 months of initial hire due to surpassing standard metrics.• Closed upwards of 10+ cases daily with an average talk time of 6.5 minutes.• Serviced a user base of 160,000+ TAM end users at Applied Systems.

200 Applied Parkway, University Park, Il, Us

• Handled online chat-only support of the company software.

Chicago, Il, Us

• Troubleshooted issues and managed escalations in CRM platforms such as Salesforce and Jira.• Provided L1 IT Support for various Windows 10 software issues and requests.• Reset Active Directory passwords and assisted users with MFA setups.• Served as the first point of contact supporting 800+ internal employees. • Closed 10+ tickets daily within 8-minute SLAs, earning recognition from the Help Desk Team Lead.• Monitored all Slack channels to provide immediate assistance to technical issues and requests.• Took ownership of issues, maintained IT Service Portfolio familiarity, and created Knowledge Base articles.• Performed desk-side troubleshooting at the IT walkup desk for hardware/peripheral-related issues.

Tinley Park, Illinois, Us

• Managed and troubleshooted Apple computers, tablets, and mobile devices for Insight Church.• Provided deskside support for 50+ internal employees on all Apple applications and hardware.• Installed Solid State Drives on 25+ MacBook Pros, iMacs, and Mac Minis for enhanced performance.• Conducted hardware support including battery removals/installs and RAM upgrades.• Trained yearly IT interns by shadowing and reverse-shadowing common IT helpdesk procedures. • Set up computer peripherals for new hires and current employees.• Tested hardware/software for optimal productivity.• Monitored tech blogs for new technologies and product reviews.

Tinley Park, Illinois, Us

◾️ Gained real-world experience under the guidance of the IT Support Technician as it pertained to troubleshooting, customer service, communication, data backups, data recovery, and the like.

Lake Buena Vista, Florida, Us

- Provide a warm and friendly welcome to all guests, ensuring they feel valued and appreciated from the moment they enter our dining establishment.- Manage guest reservations, assign seating, and maintain an organized and efficient seating plan for the restaurant.- Offer assistance to guests by providing information about the menu, making recommendations, and answering questions.- Assist with special requests and accommodations for guests, such as high chairs, booster seats, or dietary preferences.- Monitor table turnover, manage waiting lists, and ensure the flow of the dining room is optimized for efficiency.-Maintain a clean and organized host stand and waiting areas. Follow established sanitation and safety guidelines.- Address guest concerns or issues with courtesy and professionalism. Escalate complex matters to the restaurant management when necessary.- Work closely with the restaurant staff, including servers and kitchen personnel, to ensure smooth service and guest satisfaction.

- Ensure the website is fully operational, up-to-date, and running smoothly at all times.- Regularly update and maintain product listings, descriptions, and pricing.- Monitor website performance, address loading speed issues, and ensure consistent uptime.- Utilize e-commerce software, content management systems (CMS), and shopping cart software to manage the online store.- Implement and configure plugins or extensions as needed for seamless transactions.- Oversee online payment gateways, ensuring secure and efficient payment processing.- Upload, update, and organize product listings, ensuring accurate and enticing product descriptions.- Implement and optimize an intuitive product categorization and navigation system.- Collaborate with product managers to ensure the availability of the latest computer hardware products.- Enhance the website's UX by optimizing product search functionality, filters, and navigation.- Implement responsive design to ensure an optimal user experience across devices.- Continuously seek ways to improve the online shopping experience.- Collaborate with the marketing team to optimize product pages for search engines.- Implement SEO strategies to increase website visibility and attract more visitors.- Analyze website traffic, user behavior, and sales data to inform marketing efforts.- Ensure the website is secure by regularly updating security software and protocols.- Implement SSL certificates and other security measures to protect customer information.- Monitor and respond to security threats promptly.- Provide technical support to customers, addressing inquiries, concerns, and technical issues. -- Assist with resolving order-related problems and tracking deliveries.- Maintain accurate inventory levels, coordinating with the inventory team.- Implement automated alerts for low-stock items.

- Continuously monitor network performance, security, and availability using network monitoring tools.- Respond to network incidents and outages promptly and effectively, utilizing established procedures to minimize downtime.- Identify and troubleshoot network issues, escalating problems as needed to higher-level technicians or engineers.- Maintain accurate network documentation, including network diagrams, configurations, and incident reports.- Perform routine network maintenance tasks, such as firmware updates, patches, and system backups.- Manage and respond to alerts generated by network monitoring systems, prioritizing and resolving issues accordingly.- Work closely with cross-functional teams, including network engineers, system administrators, and support staff, to ensure seamless network operations.- Effectively communicate network status and incidents to stakeholders, both technical and non-technical.- Monitor network security measures and assist with implementing security policies and procedures.- Generate reports on network performance, incidents, and other key metrics.