Joshua O'Leary

Gilbert, AZ ***** • 208-***-**** • ad2ok3@r.postjobfree.com

Professional Summary

Detail-oriented with extensive experience in technical and product support, as well as customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.

Skills

Ability to learn quickly

Customer Relationship Management

Technical Troubleshooting/Diagnosis

Project Management

Quality Assurance

Specification Writing

Active Directory

Configuration Management

Operating System Management

Backup and Recovery

Helpdesk Call Support

Software Diagnosis

Technical Support

Customer Service

Windows 10

Office suite 365

Windows Server (File Server)

Apple IOS, macOS

Work History

Technical Lead, 03/2008 to 10/2018

HPE – Boise, ID

Researched and adopted methods of implementation for increased call and work productivity. Managed team of up to 60 personnel while focused on SLA inbound first call resolution for USN personnel.

Investigated system issues and implemented resolutions to reduce downtime. Provided educational expertise and mentoring to junior team members. Installed system updates to address vulnerabilities and reduce security issues. Education

Churchill High School - Eugene, OR

Certifications

CompTIA Security+

CompTIA Network+

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