Brian Joseph

347-***-**** - ad2l6w@r.postjobfree.com

OBJECTIVE:

Seeking a challenging leadership role as a Lead Desktop Technician in the Information Technology sector. My goal is to leverage my technical skills and expertise to drive efficient troubleshooting, improve system performance, and contribute to the overall success of the organization.

EXPERIENCE:

I have spent the last 15 years building a robust career at Teleperformance, serving in various roles that have provided me with a comprehensive understanding of the company's operations. Herein, I detail the diverse positions I have held during my longstanding tenure with the organization.

EDUCATION:

CompTIA A+, Help Desk Support, Active Directory User Management, Help Desk Ticket System, Microsoft 365 Fundamentals Certified.

SKILLS:

Software Troubleshooting, Desktop Remote Support, Active Directory User Profile Creation/Password Reset/OU update and placement/Member Profile Management, Computer Hardware Troubleshooting/Installation, Computer Networking Troubleshooting, VPN Support, PowerShell, Jenkins, Lansweeper, Service Desk, VDI, VOIP

2016 – PRESENT

Desktop Engineer, Teleperformance USA

- Deliver comprehensive support for over 3000+ computers and agents in a call center environment, ensuring smooth hardware and software operations.

- Perform troubleshoot, installation, and repair tasks effectively, mitigating technology-related obstacles for productivity.

- Administer user profile creation, password resetting, and computer assignment to appropriate Organizational Units (OU) within Active Directory (AD).

- Manage user access by configuring administrative user emails in Office 365, adjusting permissions, and troubleshooting as necessary.

- Respond to repair requests promptly using a ticketing system, ensuring timely resolution of IT issues.

2008 – 2016

Assistant Call Center Manager, Comcast Sales Department, Teleperformance USA

While managing a team of six supervisors that oversee 18-20 advocates. I’m also responsible for communicating with the account manager to facilitate daily operations, client communication, and financial reporting. Implemented strategies to enhance profits, attendance, training, scheduling, and performance aligned with business objectives.

Team Supervisor, Comcast Sales Department, Teleperformance USA

Directed and mentored a robust team of 18-20 sales agents, driving team productivity and sales performance. Cultivated skill development through call coaching and identification of areas for improvement. Actively managed agent work performance and attendance to maintain high operational standards. Effectively resolved customer dissatisfaction issues by enhancing agent training and retention strategies.

Windstream WAHA Supervisor, Teleperformance USA

Managing a team of 25-55 Work at Home Agents (WAHA) providing support to DSL service, troubleshooting latency, replacing modems, setting up modems and routers. Setting up technician’s appointments for issues that are unable to resolve over the phones, and employees work performance and attendance reviews.

Windstream Technical Support Agent, Teleperformance USA

Working with a team of agents providing support to DSL service, troubleshooting latency, replacing modems, setting up modems and routers. Setting up technician’s appointments for issues that are unable to resolve over the phones.

Best Buy Technical Support Agent, Tag Support Company

Providing support to Best Buy customers such as configuration, troubleshooting, and computer software installation Computer hardware setup and configuration setting up modems, routers, wired and wireless printers, Virus/Trojans/malware software removal, computer performance maintenance, windows updates, and virus installation and configuration.