Help Desk Customer Service

Joseph Botta Jr.

*** ******* **. ******, ** *****

Phone: 610-***-****

E-Mail: *************@*****.***

Targeting an entry-level position in technology

Technology Experience:

Networking and routing –

oSetup, security, backup, static IP, port forwarding, QoS, and SSH

oConnecting multiple routers for more expansive networks

oVPN – PPTP and openVPN

Operating Systems –

oWindows, OS X, and Linux

oInstallation, security, use, backup, optimization, and applications

Mobile Systems –

oiOS and Android

oModification of Android devices

oInstallation, security, updates, use, backup, optimization, and applications

Hardware – PCs, Laptops, and Raspberry Pi

Programming – HTML, CSS, Javascript, jQuery, and HTML5

oBeginner knowledge

oWeb page creation

Ticketing Systems

oAutotask

Remote Support

oBomgar

oLabTech

Education:

Strayer University of Springfield, PA

Associate of Science: Information Technology and Computer Security

Course Highlights: CIS 110 Computer Program Design, CIS 175 Intro to Networking, CIS 111 Intro to Relational Database Management Systems, CIS 155 Operating Systems, CIS 222 Computer Ethics, CIS 210 Systems Analysis and Development, CIS 219 Database Management Systems, CIS 307 Web Page Development, CIS 329 Administering Desktop Clients

GPA: 3.4

Graduation Date: Spring 2012

edX Honor Code Certificate for Introduction to Linux from the Linux Foundation - issued December 2014

Usable Security - Coursera Verified Certificates from University of Maryland, College Park - License number: JSA57H236M, issued October 2014

IPv6 Certification from Hurricane Electric - issued May 2015

Professional Experience:

TechGuides Inc. 2015 – Present

Help Desk Specialist

Expertise configuring and troubleshooting Windows 7 and Windows 8 devices

Expertise configuring and troubleshooting iOS and Android devices

Expertise with Mac devices running OS X

Working knowledge of Windows laptops/desktops in a networked environment

Expertise with Outlook, major AV packages, Office 365, and wireless networks

Knowledge of major backup software packages, Active Directory, networking concepts including DNS and MX records

Provide remote support to clients via email, phone, and remote connection

Configuring new desktops, laptops, and other devices that are shipped to the office

Monitoring company support software and responding to some tickets and escalating others

Answering help desk phone lines and the creation of new tickets

Assisting client get the most out of their technology investment by properly configuring machines, listening to clients’ needs, and training them on their system

Aldi Inc. 2006 – 2015

Store Manager

Supervise all aspects of the operations including but not limited to ordering, sales floor organization, setting new displays, sales growth, bringing in new customers, budgets, front-end efficiency, scheduling, etc.

Built my current store to a sales growth rate of over 22% each month for the current year compared to last year’s figures.

Responsible for interviewing potential candidates for employment. Also training and evaluating candidates who have past the interview process and have accepted employment.

Asked by operations director to provide training for store level management including future store managers for different locations.

Excellent schedule writing ability. My schedules have been used as examples during some store manager/assistant manager meetings as a template for proper schedule writing practices.

Praised by the director of operations for consistently writing accurate monthly budgets. This aids in being a more productive group as well as having proper staff when needed during busier times.

CVS 1998 – 2006

Assistant Manager

Made myself available to assist store manager in leading any shift needed during the day including 3rd shift overnights.

Acting as a model for other staff members by avoiding shortcuts and following policies instituted by the company.

Supporting the store manager boosting sales, minimizing loss, and increasing productivity.

Oversee aspects of operations, customer service, sales, and expense controls.

FedEx Home Delivery 2002 – 2006

Dock Manager

Running a productive dock through expedient truck unloads and driver truck setups.

Aiding in all logistical decisions associated with the transportation of packages from trailer unloads to the package delivery.

Assisting independent contractor drivers with the ability to leave in a timely fashion in order to service the customers.

Started company as an entry-level employee before finishing as the Dock Manager.

Web Presence

• https://www.linkedin.com/in/josephbottajr

• https://www.facebook.com/joseph.botta.jr

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