JOSHUA K. BAILEY

Objective

Dedicated IT Professional with extensive tech skills in the IT industry. I am proficient in Microsoft Office Suite, Windows XP, 7-11, and the ability to create and file documents with data and securing information. My hardware skills consist of breaking down and reassembling components within a computer. Many years in field support and deployments. Lastly, I am familiar with remote access adequate within Bomgar, TeamViewer, Dameware, VNC, Rescue Me. Additional, I have advanced POS experience, Team Management experience, Server deployments, and SQL migrations. Many years of experience with traveling to client sites and network installations.

Education

Shiloh High School, Atlanta, Georgia May 2008

(High School Diploma)

Year Up Atlanta graduate January 2012

(IT Certificate of Completion)

Experience

Norfolk Southern Corp – Desktop Support Role August 2021 – Present

Entrust Identity Guard Management – Helping users set security questions, setting up tokens to access systems, providing temporary pins, Personal Verification Numbers,

Deleting old tokens and manually assigning new tokens.

MFA – Deploying, configuring, installing for users to setup Teams, Outlook, OneDrive, SharePoint access and phone verification.

Active Directory – Assign attributes to users and reassign computers into proper OUs. Unlock accounts

Microsoft Azure – System Administration, MFA Authentication & troubleshooting.

Resolving tickets from the Service Now ticketing system to an enterprise with more than 3,000 employees.

Intune Experience

New Hire Onboarding Procedures – Builds training manuals for new onboarding procedures. In charge of the onboarding for new employees, interns and contractors. Laptop assignments, Sign-ins, user setup, office 365 setup, Zscaler configuration, company specific installations (Fusion 650, QuickCharge).

Software Installs – Adobe Acrobat DC, SAP GUI, Zscaler, Cisco AnyConnect, Citrix Workspace, Microsoft Products (Visio, Visual Studio, etc.) Migration and Reimaging experience.

Installation of Network Printers (Konica printers and Secure Print)

Various other troubleshooting duties performed for other hardware such as iPad, phones, desktops and monitors and multiple software for different departments.

Installation of software for various departments including but not limited to Developers, Train Masters, Crew call, Property Mgt, Yard Systems, Accounting, HR, HR-Med, IT-NOC.

MAC os experience including mobile phone support as well

AirWatch managing phones including installing applications, wiping, resetting, remote assist.

SNOW – Service Now L2 ticket support. Ticketing system, daily access to pull tickets from the Tier II que for deskside.

O365 Administration - My experience in O365 has to do with creating and manage users/employees in the organization. I can also set their permission level or reset their passwords. Create and manage groups in the organization, such as a Microsoft 365 group, distribution group, security group, or shared mailbox.

Other abilities - Telephony experience. Excellent organizational skills and attention to detail. Self-motivated, takes initiative, takes ownership and demonstrates leadership.

Country Financial (Contract Role) February 2019 – May 2021

Pomeroy – Service Desk II & Desktop Engineer

Create, update, and reconcile tickets using CA Service Desk Manager. Strong experience in Service Desk Manager/SDM

Provide remote troubleshooting for remote clients who are at home and who are traveling internationally & nationally using Remotely Anywhere

Assists users with personal phones setting up company portal and outlook. Connecting phones to laptops for hotspot and data file transfers for agents

Assists users with mifi devices that work as field agents

Use VMWare to provision and troubleshoot VDI

Provide secondary support for service desk as Tier 2 with email support, printer support, mobile support and internal applications.

Install drivers for network issues, display & audio issues, and firmware for supported docking stations within a Dell environment.

Assists employees with company backup portal, Microsoft OneDrive and personal USBs for storage in preparation for migration to Win 10.

Migrate users from Win 7 to Win10.

Strong documentation with the ticketing system for proper information trail and building relationships with T3 Engineers for support

Experience using Cisco AnyConnect and getting new/current employees back from leave onto the VPN and resolving certificate issues.

Analyze problems utilizing tools such as SCCM Console, Active Directory Users & Computers and Exchange Admin Tools.

Manage corporate mobile devices with Azure Active Directory and Intune Mobile Management.

Experience with encrypting & decrypting HDs with Bit locker and recovery key IDs.

Sprint Headquarters June 2018 – January 2019

Business & Client Support

Migrated of laptops from Windows 7 to Windows 10 Enterprise

Provided remote troubleshooting for remote clients who are at home and who are traveling internationally.

Provided troubleshooting for clients in PC Clinic.

Provided troubleshooting for clients in Call Center.

Provided troubleshooting for Remote Clients.

Provided support for Retail Stores with probes, TV’s, monitors, & LAN racks.

Setup pc replacement of call center

Supported for phone with Outlook setup, Skype setup, & Microsoft OneDrive

Provided Software troubleshooting for Outlook 2013 and 2016 with installs, plug-ins, profiles,.pst, etc.

Assessed management experience (inventory control, ordering, and recommendations for new equipment.)

Maintained Client relationships that holds and rents company equipment.

Suggest new product equipment to rent or place in network retail support stores.

WellStar Health Systems (TEKsystems) February 2018 – March 2018

Service Desk Analyst (2nd Project with Company)

•Provided technical phone support for 7,000+ users with issues related to PC, computers, printers, software, and hardware for a 39 clinic integration into WellStar’s infrastructure

•Assisted internal customers in a 24/7 Service Desk environment and maintained a high level of customer service

•Field inbound calls (30-40 daily average) to provide support for users with issues related to login issues, Epic, Kronos payroll, and daily operations

•Troubleshoot VPN & Symantec access issues for users logging into the systems

•Password resets and user creation access for EPIC

•User support for issues with Kronos payroll systems

•Provided remote support for users experiencing remote access issues (LogMeIn Rescue)

•Provided first level troubleshooting of IT related issues from local software support to hardware, network access, connectivity, laptops, PCs and printers. (Citrix VPN, RSA Secure Id)

•Worked closely with EPIC application owners for support and documentation with any issues related to the application (Document in Remedy)

•Access to Citrix Xen App (PGP) to remote into reset, disconnect and log off locked computers and applications.

•Provided users with tokens and passphrases with Symantec encryption server administration.

•Added, deleted and unlocked users with Active Directory.

•Provided support for users that are outside the network with remote capability tool.

•Troubleshoot user issues within Lawson

•Created, update and escalate tickets using Remedy

Merial (TEKsystems) March 2017 - January 2018

Helpdesk Analyst

Assigned to a team of 4 to handle calls for field sales support, taking ownership to provide first call resolution.

Troubleshoots CRM from installation, to configuration, to add in from Office 365 for field support.

Documented resolution of incident in company CRM

Provides wireless connectivity support to field users from migration of RSA tokens to Verizon Mifi devices.

Assisted with login of wireless devices, company issued routers, and Ipads with AT&T mobile broadband.

Physically replace hardware when sent in by user such as memory, hdds, ssds, reimage, or send it to depot.

Provided office 365 support to field sales support from coast to coast & internationally (e.g. France, Australia) through remote/telephone assistance.

Fixing issues of profiles not loading, creating new profiles, password resets, and temporary profiles loading into windows profiles.

BMC remedy ticketing system usage and using excel spreadsheet to document calls for verification and follow-up.

MDM experience using Airwatch

Radial (Beacon Hill Staffing) Aug 2016- March 2017 NOC Analyst

Provided first line end-user technical support via phone and email (Outlook 2016, & installing ShoreTel230 phone systems)

Provided desktop and laptop end-user support for common Windows issues (display, latency, network drives

Provided support for Microsoft Office and other common desktop software packages (Adobe, Zip, etc.)

Provided user account and email administration (password reset, account disabling, distribution lists, etc. in Active Directory and in MIMS) Provides remote printer administration and support and on-site (mapping, reset, paper jam).

Worked to troubleshoot isolated malware infections (Cylance supporter)

Provided desk phone support (light administration, Shoretel230 )

Provided Mobile Device Management (MDM) support and administration (mail, calendar sync, vpn setup, Workfront)

Coached users on best practices and techniques to avoid simple issues (how to open outlook with different mail profiles & reset archives)

Created and maintain technical operation documents. (Add documents into our knowledge base portal, Playbooks & Confluence)

1st level application support for Manhattan WMOS Warehouse Management, Innotrac Command Center, Print Services, and Web methods

Microsoft Windows O/S, MS Office, MAC O/S Networking/Printing, Virus/Spyware removal skills

Consulted with clients, Innotrac & Ebay employees and IT personnel on IT support needs. Hardware ordering (laptops, headsets, phones, etc)

Managed the support queue to ensure client and internal SLA’s are met. (Workfront Application)

Served as escalation point of contact for external and internal support issues. Takes emergency calls related to warehouses & call centers losing connectivity.

Assisted in the development and maintaining processes and procedures to hand off IT requests to 2nd and 3rd level support team that ensure issues are working to completion. (Used Outlook2016 Hipchat and Skype for Business as communication tools)

Trained other users and staff on new applications.

Kept the upkeep on copiers, phone systems, printers, and computers.

Assisted in the development and maintaining key performance indicators and reports that will assist in improving response times and 1st call resolution on IT requests. (100% SLA metrics met, required to respond back to the client within 1 hour with ticket # for documentation of issue)

Evaluated and recommend tools to improve operational efficiencies. Installs applications for system monitoring (Nagios

Created/modified user accounts, security groups, and distribution list to protect company proprietary information. (In a forest domain environment

Handled user account transfers from one field site to another moving client data to different servers, to ensure user accessibility (Server migration, reimaging of PCs, also assigning IP addresses to the correct URLs for website replication)

Troubleshooted & used of Office 365, DROBO server boxes, ADP portal, SharePoint, SQL Server 2012, Oracle SQL Developer, Dashboard, SmartHub, Dame Ware, RDP, Putty, IE11, Skype for Business, Command Center, Print Services, Windows 7,8,8.1,10.

Wellstar Health Systems (Teksystems) May 2016 – June 2016

Service Desk Analyst

•Provided technical phone support for 7,000+ users with issues related to PC, computers, printers, software, and hardware for a 39-clinic integration into WellStar’s infrastructure

•Assisted internal customers in a 24/7 Service Desk environment and maintained a high level of customer service.

•Field inbound calls (30-40 daily average) to provide support for users with issues related to login issues, Epic, Kronos payroll, and daily operations.

•Troubleshoot VPN & Symantec access issues for users logging into the systems.

•Password resets and user creation access for EPIC

•User support for issues with Kronos payroll systems

•Provided remote support for users experiencing remote access issues (LogMeIn Rescue)

•Provided first level troubleshooting of IT related issues from local software support to hardware, network access, connectivity, laptops, PCs and printers. (Citrix VPN, RSA Secure Id)

•Worked closely with EPIC application owners for support and documentation with any issues related to the application (Document in Remedy)

•Access Citrix Xen App (PGP) to remote in to reset, disconnect and log off locked computers and applications

•Provided users with tokens and passphrases with Symantec encryption server administration.

•Added, deleted and unlock users with Active Directory

•Provided support for users that are outside the network with remote capability tool.

•Troubleshot user issues within Lawson

•Created, updated and escalated tickets using Remedy

KavoKerrGroup (Aerotek) September 2015- March 2016

Customer Service Associate

Received 100% score rating from customers using BomGar to remote into customer’s computers and resolve daily issues.

Resolved errors within proprietary Xray dental software (Dexis) & using SAP to RMA dental hardware.

Received 100% production rate of meeting goal in calls per day/cases per day

Investigate, analyze and resolve complex support requests with internal and external customers via phone, email, chat, and remote control/assist software.

Take ownership of the customer issue to resolution.

Documented session notes and complaints in appropriate systems.

Provided fast response and maintain a high level of professionalism at all times.

Supported multiple products.

Performed other duties or special projects as assigned.

IBM/Lenovo (Computer Generated Solutions) September 2013-August 2015

IT Analyst I

•Performed activities included Creating/Processing cases or tickets, child cases, remote support, troubleshooting printers, ThinkPad, and ThinkCentre’s for IBM employees along with POS cash register systems for KOHLS, under the Toshiba brand.

•Received recognition for having excellent numbers for Average handle time of customer number of calls taken and solved per day/month • Apply understanding and knowledge of information systems products and services to assist customers on technical matters.

•Recognized research, isolate and resolve information system problems.

•Type and enter information into a database while a customer is speaking

•Recognized customer's problems that should be escalated to the next level for resolution following established protocols.

•Maintained up-to-date knowledge of products and customer entitlement options to provide proper information to customers & knowledgeable of resource materials in order to provide information on client inquires.

•2 years’ experience as QA (reviewing employee calls for assurance of customer service).

•Experience using or supporting Microsoft Windows XP, Microsoft Office 2000/2003, hardware, local network printers and Symantec Antivirus.

•Utilized various databases, applications, templates consecutively with good typing skills and familiar with Lotus Notes.

Comcast April 2013- September 2013

Parttime Telemarketer Associate

•Maintained high quota of 35 sales per month every month for 6 months • Earned most improved agent to be recognized for passing all Quality Assured.

•Promoted to the Billing and Retention dept.

•Responsible for outbound telephone calls to existing customers for the purpose of upgrading current customers, promoting products and services, and closing all sales from new sales to sales to existing customers.

•Sold products such as High-Speed Internet, Comcast Digital Voice, or Video service as well as display a strong on focus on goal achievement and results.

•Contacted customers to check quality of services, to discuss past due bills, or to verify installation dates.

•Demonstrated strong influencing skills with customers, influencing them to purchase products and services.

•Managed customer interactions by resolving issues and managing communication.

Infosys Limited BPO, Contract Only June 2012-September 2012 Executive I.T. Associate, Desktop Support

•Served as primary resource for all clients help regarding user profile & computer malfunctions.

•Increased production rate of users by quickly resolving issues in a timely manner.

•Installed and repaired applications (Citrix, VPN, Outlook, etc.) for users having difficulties.

•Manually re-image Dell desktops in a Windows 7 environment for new hires

•After full re-imaging, applied software applications such as Lotus Notes, Citrix, & Bomgar onto the end user’s desktop

•Set up login credentials for the new hire clients on the domain after re-imaging.

Business Technology Architects (Project) March 2012- June 2012

VOIP Administrator

•Provided great customer service to new clients and executives of all levels.

•Established secure connections of new Cisco IP Phone Systems to secure ports with a phone tech team member.

•Endorsed quality assurance by testing each connection with a detailed list of procedures.

Georgia Public Broadcasting, (Internship) August 2011-January2012

Information Technology Helpdesk Technician- Internship

•Responded immediately to internal phone calls and handled all calls/concerns with great customer service.

•Established the expected due date/time for when employee problems with printers, computers, fax machines and other troubleshooting including but not limited too hardware and software issues.

•Maintained complete and current knowledge of the industry; attended seminars, read regular trade publications, and kept updated on other industry trainings on network software.

•Performed PC imaging

•Assisted Manager of Information Systems in ordering and processing invoices and payments.

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