Joshua Ellis

469-***-**** ad42tw@r.postjobfree.com https://www.linkedin.com/in/joshua-ellis30/

IT Professional

Technical Support Remote Desk Support Troubleshooting

Recent IT Graduate offering a strong academic background in IT combined with rigorous experience as a hands-on IT Support Specialist trainee. Consistently recognized for technical trouble-shooting skills used to resolve technical issues rapidly and cost-effectively. Technology competencies:

Systems: Linux, Windows, Mac OS

Software: Sales Force, Azure, MS Excel, OsTicket, Active Directory, Fresh Desk Ticketing

EDUCATION & TRAINING

Information Technology, Course Careers

IT Support Specialist Trainee, TechSkills

●Successfully completed TechSkills rigorous IT Support program. Received 4 weeks of intensive hands-on training and mentorship.

●Project: Implementing a Help Desk Ticketing System (osTicket) using Azure Virtual Machines

Source: https://github.com/Jellis1992/osticket-prereqs

Platforms and Technology Used: Azure Virtual Machines, osTicket, IIS

●Project: Implementing Active Directory (On-Premises) in Azure

Source: https://github.com/Jellis1992/configure-ad

Platforms and Technology Used: Azure Virtual Machines, Active Directory, PowerShell

●Project: Exploring Azure and Networking Concepts

Source: https://github.com/Jellis1992/azure-network-protocols

Platforms and Technology Used: Azure Virtual Machines, Network Security Groups, WireShark

Certifications

●Practical Help Desk Professional - Course Careers

●Google Technical Support Fundamentals - Coursera

PROFESSIONAL EXPERIENCE

RF Installations

Title: IT Help Desk

Providing technical support for installers and User by

●Providing technical assistance for mobile device users and in office desktop users

●Resolving Help Desk tickets to ensure timely resolution of problems.

●Deploying laptops, desktops, VoIP handsets, mobile devices, and software.

●Configuring user accounts and permissions within Active Directory, M365, Salesforce, HDSC

●Monitoring Help Desk queues, ensuring that inquiries are handled within established SLAs via Fresh Desk ticketing system and/or VoIP. .

●Following established procedures and contributing to creating new procedures when required.

●Collaborating with network services, and/or application development teams.

●Maintaining accurate documentation of hardware and software assets.

●Maintain inventory/stock of workstation and peripheral devices to meet company hiring plans.

●Participating in daily stand-up to help ensure the ongoing success of the IT Support team.

●Ability to maintain accurate lists and inventories of hardware assets and software licenses

●Shipping/receiving computer hardware such as laptops, mouses, keyboards etc for employees who work remotely.

●Using Zohost to provide remote assistance to provide customer technical assistance.

Company: Self-Employed 12/2020

Title: IT Support (Freelance)

Created and made public tutorials in the following topics:

●Help Desk Ticketing System (osTicket - Installation and Usage) - responding to users tickets, assigning tickets to specific departments/agents, communicating with customers about recent ticket, creating user/departments, SLAs, and agents

●Microsoft Azure Compute and Networking - deploying resource groups that contains containers, virtual machine, network watcher, and network security

●Using Active Directory to create new roles/employees and allowing employees to have permissions to certain networking files based off of their current roles.

●Using Powershell scripts to add several employees at once.

●Install and maintain VPN infrastructure to connect to a network that is outside the local region

●Creating VMs (Azure) while using Powershell and Wireshark to check network connectivity

●Hardware repair for laptops/PC devices - replacing internal/external devices (such as hard drives, RAM, battery, keyboard, mouse, and more for better performances on the pc

●Troubleshooting software due to failure of software loading

Company: The Container Store 07/2019

Title: Inventory Specialists

●RPA (Replenish and Put-away: Safely delivering merchandise in perfect condition to our customer's location, providing friendly, courteous, and efficient customer service

●Inventory Control: verifying bays to make sure virtually and physically the item is in the bay

●Special Processing customer orders that is customized

● Receive Product that is coming from the dock

●System Planner (Creating work orders for current high demand products purchased by customers)

● Training new associates in the RPA department

●Strong organizational skills and high attention to detail; able to manage priorities and workflow.

●Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.

●Act as a flexible and innovative team player.

●Using Microsoft Excel to keep track of hourly quota, and setup rosters for specific work zones

Company: Amazon 07-2015 - 03/2018

Title: Ambassador/Problem Solver

●Training new associates

●ProblemSolving: Submitting/Receiving/Working tickets for items that may need some configurations

●Inventory Counting: verifying bays to make sure virtually and physically the item is in the bay

●Inventory Counting to verify what is in reserves is good for sale. Damaging any items out expiration date

●Inventory Configuration (putty)

●Receiving Product from inbound dock trailers

●Implanting data inside Microsoft Excel for items that were removed from the picking floor due to overloading, damaging, or barcodes that may need configurations.

Company: Atkinson Toyota Dec 2014 - May 2015

Title: Car Sales Specialist

●Customer Service: Implementing customer’s information in the database, test driving, assisting customer in payments

●Follow up with prospects/purchased customers via phone or email

Company: Clay Cooley Auto Group Jul 2014 - Dec 2014

Title: Car Sales Specialist

●Customer Service: Implementing customer’s information in the database, test driving, assisting customer in payments

●Follow up with prospects/purchased customers via phone or email

Company: Walmart Jul 2012 - Jul 2014

Title: Sales Associate

●Assisting customers and providing information that will help them

●Design setup for special discounts deals to attract customers for sake

●Providing customers with fresh produce and/or other sale items

●Inventory Count to verify what is in reserves is good for sale. Damaging any items out expiration date

TECHNICAL SKILLS

Help Desk, Ticketing System, Azure, Network Security Groups, Firewalls, Hardware Repair, PowerShell, MySQL, Virtual Machines, Virtual Networks, Cloud Computing, Active Directory, File Permissions, Windows 10, Problem Solving, Putty, Inventory Control, Microsoft Excel, Desktop Support, OSI Model, Troubleshooting, DNS in Windows Server, Linux

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