Justin Moore Email & Phone Number

•Work tickets assigned by dispatch team as well as self-generated tickets when additional needs arise from client•Take escalations from First Responder team•Manage and prioritize personal ticket board•Support at the network level: WAN and LAN connectivity, routers, firewalls, and security•Assist with remote access solution implementation and support: VPN, Terminal Services, and Citrix•Communicate with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages until resolution or escalation•Improve customer service, perception, and satisfaction •Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.•Escalate service requests that require higher level support after thoroughly investigating issue firsthand and exhausting all options•Responsible for entering time and expenses in ticketing system as they occur•Recognized for best response and resolution time in the company (regarding ticket metrics)

Help Desk Manager/TAC2 Technician• Triage/prioritize tickets and follow-up with all technicians daily• Take on escalated tickets or determine proper escalation• Work high profile client tickets directly and handle all customer complaints• Provide practical direction & next steps on challenging tickets/situations• Own entire recruitment process for all technician roles• Lead weekly Help Desk meeting and one on ones TAC1 Technician• Troubleshoot and repair networking issues • Troubleshoot and repair software/hardware/peripheral issues• Install and/or replace networking equipment at customer site • Q3 2021 Core Value Award Winner Dispatcher• Take incoming calls and assist customers directly or create ticket• Appropriately assign tickets according to tech skills/ticket loads

• Implemented livestreaming of services• Built closed networks for worship peripheral intercommunications• Upgrade/troubleshoot/repair sound, lighting, and media equipment• Worked on Mac OS & learned terminal commands to work around software instance-limitations• Plan music and distribute resources through management software• Prepare media for services in presentation software• Lead all rehearsals and worship services• Schedule musicians, singers, choir/leader/accompanist, lighting, sound, media, and livestream volunteers• Lead, recruit, & train tech and worship teams totaling 39 people• Propose & oversee audio, tech, and media budgets• Occasionally preach standalone messages throughout year

• Built closed networks for worship peripheral intercommunications• Upgrade/troubleshoot/repair sound, lighting, and media equipment• Worked on Mac OS & learned terminal commands to work around software instance-limitations• Plan music and distribute resources through management software• Prepare media for services in presentation software• Lead all rehearsals and worship services• Schedule musicians, singers, choir/leader/accompanist, lighting, sound, media, and livestream volunteers• Lead, recruit, & train tech and worship teams totaling 25 people• Propose & oversee audio, tech, and media budgets

• 2014 Customer Service All-Star award winner•Double Platinum Badge award winner• Introduce new products to store management/associates across entire Dayton & maintain multiple vendors’ product sets, executing mfg buy backs or otherwise game-planning for exiting products• New Associate Trainer• District Employee Committee representative

Google It Support Professional

Pre-Engineering I & Ii Certificate, Electrical And Electronics Engineering, 3.4

High School Diploma, General Education, 3.2