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IT Team Lead / Supervisor

Location:
Hightstown, New Jersey, United States
Posted:
March 18, 2019

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Resume:

JOSHUA S. GOLDSTEIN

E: ac8tmx@r.postjobfree.com M: 732-***-**** 19 Constitution Dr. Monroe, NJ 08831 linkedin.com/in/joshuaSgoldstein

Solutions- driven

IT

Professional

(M.B.A.)

with

16+

years’

experience

as

Supervisor,

Team

Lead,

and Support

Analyst

providing

client- focused

technical

support.

Demonstrated

capacity

to

manage

technical support

operations

and

identify

root

causes,

prevent

recurrence,

and

provide

lasting

resolutions.

Well versed

in

a

variety

of

operating

systems,

applications,

and

hardware

with

a

proven

ability

to

master

tools and

technologies

quickly.

Outstanding

interpersonal

strengths

illustrated

by

multiple

service

awards. PROFESSIONAL

EXPERIENCE

JSG

Consulting

Services

Monroe,

NJ

09/2016

to

Present

(while

obtaining

M.B.A.) IT

Consultant

• Provide

services

for

IT

infrastructure

and

monitor

system

implementation

while

supervising

clients

• Strategically

improve

processes,

service

delivery,

and

user/customer

experience

• Troubleshoot

network

issues

and

PC/Mac

desktop

applications

and

system Key

Projects:

Senior

NOC

Analyst

-

Princeton

HealthCare

System

Plainsboro,

NJ

• Supported

Tier

3

network

operations

and

system

applications

for

both

on- site

and

off- site

users

• Performed

daily

desktop

support

and

administration

for

Active

Directory

and

healthcare

systems

• Utilized

LANDesk

for

service

desk

ticketing

and

imaging/application

deployment

and

configuration Freeport- McMoran,

Inc.

Phoenix,

AZ

05/2016

to

08/2016 Senior

Supervisor,

Information

Systems

• Supervised

5

direct

reports;

responsible

for

overseeing

desktop

support

site

services of

1,000

users

between

Phoenix

headquarters

and

two

remote

sites

including

executive

VIPs

• Coordinated

training

and

knowledgebase

documentation

with

off- site

managed

services

provider

• Monitored

and

performed

daily

and

weekly

reporting

of

all

MIS

on- site

desktop

support

• Senior

escalation

point

for

all

desktop

and

systems

support

in

Phoenix

headquarters

location Key

Accomplishments:

• Reduced

ticket

backlog

60%

within

60

days

by

implementing

new

SLA

policy

procedures Weight

Watchers

International,

Inc.

New

York,

NY

12/2014

to

12/2015

(1yr

contract) Team

Lead

-

Senior

IT

Support

Administrator

• Lead

administrator

-

Microsoft

Office

365

Email

-

Active

Directory

-

Trend

Micro

Antivirus

• Served

as

Director

of

ServiceNow

monitoring

ticket

system

queue

-

L2- L3

and

escalation

incidents

• Built

weekly

reports

-

Tracked

analytics,

assessed

program

health,

and

executed

action

as

needed

• Senior

escalation

point

for

desktop

support

(PC

and

Mac)

400+

users,

VIP

and

Executive

members Key

Accomplishments:

• Managed

project

to

clean

up

AD

environment

and

meet

best

practices

and

security

standards

• Created

documentation

and

monitored

company- wide

rollout

of

AirWatch

MDM

platform

• Improved

Service

Desk

processes

and

procedures

by

developing

user

support

knowledgebase Wiley

Publishing

Hoboken,

NJ

05/2008

to

11/2014 Team

Lead

-

Senior

Desktop

Support

Analyst

• Supervised

and

coached

5- 8

technicians

responsible

for

highest

call

volume

of

desktop

support

• Provided

Tier

3

and

senior

level

network

and

global

desktop

support

including

Executive

C

level

• Trained

new

hire

IT

employees.

Created

KPIs

and

workflows.

Reviewed

and

analyzed

metrics. JOSHUA S. GOLDSTEIN PAGE 2

• Managed

and

improved

ITIL

areas

of

Incident,

Problem,

Request

Fulfillment,

Change

Management Key

Accomplishments:

• Improved

ticket

closure

rate

for

department

over

75%

by

identifying

and

implementing

new SLA

standards.

Total

annual

tickets

resolved

went

from

25k

to

44k

• Initiated

and

headed

weekly

meetings

to

build

user

documentation

knowledgebase

project

• Created

company

New

Hire

Welcome

guide

documentation

for

all

new

hire

employees Desktop

Support

Analyst

Network

II

(05/2008

to

05/2010)

• Supported

Hoboken- based

global

headquarters

office

of

1300+

users

-

5500+

users

globally

• Primary

lead

Mac

support

technician

-

Implemented

policies

via

Casper

Suite

to

manage

users

• Performed

tape

backup

daily

VERITAS

Netbackup

and

FalconStor

virtualization Key

Accomplishments:

• #1

ranked

Support

Analyst

in

ticket

resolution,

globally.

Over

2,500

tickets

resolved

annually

Project

Lead

-

Cleaned

up

Symantec

database

significantly

and

upgraded

tape

backup

system

Successfully

deployed

Windows

7

migration

project

including

offices

in

London

and

Germany Arjo- Huntleigh

Healthcare

Eatontown,

NJ

03/2004

to

05/2008 Network

Administrator

(03/2006

to

05/2008)

• Lead

administrator

for

all

desktop,

user,

and

email

and

network

support

services.

• Two- time

winner

-

Employee

of

the

Month IT

Support

Specialist

(03/2004

to

03/2006) Langan

Engineering

Elmwood

Park,

NJ

07/2002

to

02/2004 Help

Desk

Specialist

-

IT

Technical

Support

Level

1

and

2

desktop

support TECHNOLOGY

EXPERTISE

Windows

10

-

8

-

7

-

XP Windows

Server

2016

and

earlier

Exchange

Server

2012

2010

2007

ServiceNow

Enterprise

-

LANDesk

Active

Directory

-

ADSI

DHCP

Group

Policy

DNS

Administration

PowerShell

scripting

Office

365

Administration

Office

2016

2013

2010

Quest

KACE

AirWatch

MDM

Mac

OS

X

10.14

and

earlier

Jamf

Pro

management

Office

for

Mac

2016

2011

Microsoft

SCCM

2012

2007

Trend

Micro

Symantec

Endpoint

VERITAS

Netbackup

VPN

f5

-

Connectra

-

Cisco Microsoft

SharePoint

-

Skype

Microsoft

Visio

-

Project

Lenovo

Dell

HP

-

Toshiba MacBook

iPhone

-

Android

EDUCATION

Colorado

State

University

-

Fort

Collins,

CO

-

Master

of

Business

Administration

MBA University

of

Rhode

Island

-

Kingston,

RI

-

Business

Administration

-

Management

Info

Systems

-

BS CERTIFICATIONS

JAMF

Pro

software

-

Certified

Casper

Administrator

(CCA)

-

Casper

Suite

version

9.81 Microsoft

Certified

Systems

Administrator

(MCSA)

-

Windows

2003

Server Microsoft

Certified

Professional

(MCP)

-

Windows

7

-

Windows

XP



Contact this candidate