ad5bs8@r.postjobfree.com
JOSHUA WOODSON
To secure a position where I can efficiently utilize my technical skills, progressively learn, and apply new technology for the growth of the organization and build a professional career. Innovative problem solver with the ability to see the business and technical sides of the problem. SKILLS
• Power BI
• Sql server, Mysql, Sql
• Teamwork
• Active directory
• Network troubleshooting
• Virtual machines
• Ticketing systems, Remedy, Jira, Salesforce
• TCP/IP
• Help desk
• Data entry
• Time Management
• Project Management
• Technical Support
• Attention to Detail
• 60 wpm
• Microsoft office
• Operating Systems
• Adobe Photoshop
• Slack
• Wordpress, Javascript, Css, Html
• Problem-solving
• Customer Relationship Management (CRM)
• Task Management
• DHCP
WORK EXPERIENCE
Desktop Support Engineer/Application Support Analyst Partner’s Pharmacy
August 2021 to Present
• Supports up to 2000 end users, while monitoring 300 customer sites. Resolved approximately 88% of all issues without escalation
• Demonstrated success in providing high-quality service to customers, achieving a 95% customer satisfaction rate, and completed tasks within Service Level Agreements (SLA) deadlines 98% of the time
• Implement workarounds and provide suggestions to the development team to reduce bugs and common problems by users and conducted end user technical training as needed
• Deliver, setup, and configure end-user desktop & laptop computer hardware, software, and peripherals and assisted in maintaining an inventory of IT hardware and software assets
• Use Service Desk software to manage assigned workload and update the problem tickets with detailed resolution
• Use remote access software to troubleshoot technical problems via phone calls and emails related to IT support
• Troubleshoot software applications for all customers to better understand how to help them use the programs more efficiently
• Strong communication skills to allow me to discuss complicated issues with coworkers and explain technical jargon in an easy-to-understand way for customers and service technicians IT Business Analyst (Contract)
TB Forklifts
Jan 2021 to May 2021
• Developed comprehensive system designs that meet customer requirements while remaining within budget constraints and deadline
• Proficient in a variety of software applications including Microsoft Office Suite (Word, Excel, PowerPoint), Visio, Access, Power SharePoint, PowerBI, Confluence, SQL Server Management Studio (SSMS) and other related technologies
• Identified patterns and trends in large data sets and provided actionable insights
• Created, Read, Update, Deleted and developed scripts and queries to extract and analyze data from multiple sources within the Datebase
• Versatile use of appropriate SDLC (agile and waterfall) to achieve project goals on time, over time from concept to implementation
• Collaborated on readiness and acceptance tests and verified programming changes made met client's needs
• Collaborated with IT and business stakeholders to define project scope, milestones, success criteria, and obtain sign-off ad5bs8@r.postjobfree.com
Help Desk Specialist/Data Management Administrator I The Liberty Group
July 2019 to August 2021
• Provide technical assistance and support for incoming queries and issues related to the front office system
• Analyze and identify trends in issues and devise preventive solutions
• Follow up and train staff on troubleshooting to ensure full resolution of issues
• Troubleshooting application before deciding to generate a work order ticket for issues that will require front office software Tier I support
• Assist in the overall function of the data management group, with focus on superior customer service, maintaining the company's CRM system, and enforcing policies for effective data management
• Monitoring coordinators are compliant with the use of E-verify when onboarding employees
• Supports up to 300 end users, while maintaining a CRM with 300,000 records Help Desk Support
Property Data Cloud
May 2019 to June 2019
• Provided outsourced technical support for corporate clients
• Collecting and documenting necessary information to escalate tickets to level 2 help desk if needed
• Responding to queries of users by email or phone and following up to ensure issues have been resolved
• Proficient in Microsoft Excel and multiple ticketing systems
• Assisted clients with questions on creating custom forms/ accounts and uploading important documents to the program
• Walk applicants through the problem-solving process by utilizing superior customer service skills via remote assistance tools
Information Technology Support Technician
Great Commission Church
August 2009 to May 2019
• Resolving problems with networks and other computer systems
• Review web server logs for signs of a possible incursion
• Data entry into presentations or database systems
• Responding to queries via chat, email, or phone
• Training other staff members on troubleshooting and diagnosing problems
• Setting up and testing sound equipment and PCs before events, broadcasts, or recordings
• Guided 10 users on operating new software and computer equipment, including Microsoft Office Suites EDUCATION
Bachelor of Science in Computer Information Systems in Database Administration University of Houston - Houston, TX
June 2017 to May 2021