IT Team Lead / Supervisor
Resume:
JOSHUA S. GOLDSTEIN
E: ****.*****.*********@*****.*** 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
-
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
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
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