Naveen Joseph Email & Phone Number

Atlanta, Georgia, United States

• Responsible for many aspects of IT Server/Cloud Infrastructure including datacenter, on-premise services, SAS, hybrid IAS, PAS IT Infrastructure.
• Assisted with configuring, upgrading and monitoring software and hardware in any of these environments including backup/recovery, disaster recovery/business continuity testing.
• Maintained the essential functions of operating systems, business applications, security/tools, web-servers, and email.
• SSL certificate management

Atlanta, Georgia, United States

• Created user accounts and assigned permissions.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Developed and maintained powershell scripts utilized by internal teams.
• Onboarded and trained offshore/onshore support engineers.
• Delivered Tier-3 support and SME input to internal and external customers.
• Researched and implemented new technologies and methodologies to improve supportprocesses and provide better services to customers.

Atlanta, Georgia, United States

Atlanta, Georgia, United States

• Served as the initial contact for reporting technical issues and answering questions regarding upgrades, installations, and other software/hardware/network issues
• Accurately diagnosed client technical issues (200 per week); gathered necessary information; and performed standard, preliminary research using all relevant available resources
• Effectively implemented the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools with an 86% resolution rate
• Clearly and thoroughly documented requests for assistance in the ticket management system to ensure an 80% SLA
• Identified potential outages and other problems (via information gathering, ticket trends, etc.) and communicated the information to internal teams leading to a 70% reduction in incidents.