Technical Support Engineer
Resume:
Joshua Burrows
Motivated and passionate IT Engineer with 7 years of experience and
education in the software and technology field. Effectively monitor and report on issues with stakeholders, developers, and leadership to drive business success.
9006 Spence Ct
Gotha, FL 34734
***********@*****.***
EXPERIENCE
Nintex, Remote — Support Engineer
FEBRUARY 2023 - PRESENT 2023
● Support automated software solutions used to optimize business processes (cloud and on-premise)
● Actively contribute to the internal and external knowledge base, creating and editing articles to document customer software and technical solutions
● Communicate and manage meetings with customers to resolve their integrated Nintex K2 software
● Replicate issues and debug solutions with the developers
● Review code and logs with developers to resolve logic and role errors
● Debugging in the console
● Resolve setup wizard and installation issues
● Resolved database issues including errors in forms, access, etc.
● Write scripts and run SQL queries
● Filled out operations requests on higher priority issues
● Utilize Salesforce to document the support cases; Jira was also used for development tasks
● Knowledge of Microsoft web server and development products
(i.e Visual Studio, IIS and IIS plugins)
● Experience in setting up infrastructure - Active Directory, load balancing and packet capture analysis
Wiley, Remote —Sr. Technical Support Specialist
JULY 2021 - DECEMBER 2022
● Level 2 escalation representative
● Identified problem and deployed solutions
● Answered calls and chats to troubleshoot user interface issues on roughly 10 software platforms
● Reported bugs in Jira and ServiceNow then coordinated with developers on resolutions
● Resolved support cases daily in Salesforce including software installations and computer diagnostics
● Documented customer facing procedures
● Held outstanding customer satisfaction rate
● Promoted to Social Media Manager
PROGRAMMING LANGUAGES
AND FRAMEWORKS
Proficient: HTML, CSS,
JavaScript, Bootstrap, Node.js,
JSON, MySQL/SQL Databases,
REST APIs, Python, Postman,
Console / Powershell, IIS
Beginner: C++, C#, .NET,
Java, JQuery, Selenium
TOOLS AND OPERATING
SYSTEMS
GIT, Github, JIRA, Confluence,
Sharepoint Integrations,
Microsoft, Windows, Linux,
Visual Studio Code, Eclipse,
ServiceNow, SalesForce,
Nintex K2 Software, Oracle,
Active Directory
SKILLS
Agile Development, Quality
Assurance, Technical Support,
Debugging, Testing Life
Cycles, Requirement Analysis
and Design, Test Procedure
Documentation,
Object-Oriented
Programming, Design
Patterns, Web Design,
Database Administration,
Minimal Automated Testing
and Scripting, Product
Development, User
Acceptance Testing,
Regression Testing, Iteration
Testing, Performance Testing,
Virtualization/VMware, Basic
Security, Troubleshoot
Networks, Servers,
Asurion, Remote — Technical Customer Service Representative for UBreakIFix
APRIL 2021- JULY 2021
● Answered calls and troubleshooted broken devices (phones, tablets, gaming systems, computers, etc.)
● Provided technical solutions to resolve customer issues
● Performed data entry and lookup for pricing and quotes
● Responded to reviews and triaged customer feedback OneSupport, Remote — Technical Support Representative JULY 2020 - MARCH 2021
● U.S. based service provider for technical support solutions
● Identified and fixed issues related to computers, software, smartphones, networks, tablets, etc.
● Contracted through Texas Workforce Commission to help support unemployment claims
● Tasks primarily included solving website questions, working within the database system to retrieve data, queries and data entry within forms, and customer support
TekPartners, Orlando, FL — Junior .NET Developer Contract for Radixx
OCTOBER 2019 - NOVEMBER 2019
● Worked on a short-term junior developer contract for Radixx airline merchandising and distribution platforms
● Completed tickets within .NET and C# environment from the JIRA backlog
HDSupply, Orlando, FL — Co-Op Enterprise Linux Analyst JUNE 2019 - AUGUST 2019
● Summer internship program with the Linux team
● Completed projects and software tasks assigned to me with peer
● Included in daily standup meetings
● Learned python by practicing project examples
● Learned querying with PuppetDB hosted on a VM
● Identified, documented and reported bugs, errors, and other issues within software applications during regression and acceptance testing
CompuCor Software Solutions, Inc., Remote — Junior Intern Software Developer
SEPTEMBER 2017 - JANUARY 2018
● Helped create several websites currently being developed for CompuCor including an event tracking and scheduling site in C# and ASP.Net with a SQL Server database backend
This tracker utilizes APIs to external sites like weather and traffic
● Conducted informal integration testing with manual test procedures
Infrastructure
COURSES
Security, A+ Hardware,
Network Fundamentals,
Security Fundamentals,
Computer Hardware, Web
Design, TCP/IP, Windows
Professional, Success
Strategies, Introduction to
Computer Operations,
Windows Server, Windows
Network Infrastructure,
Designing Security for a
Windows Network Lab, SQL
Programming, A+ Software,
Introduction to Database
Management, Routing and
Switching, COmputer System
Modeling, Computer
Programming Design
EXTRACURRICULAR ACTIVITIES
Cello First Chair and Award
Recipient, Ranked Life Scout
in Boy Scout Program, Leaps
and Bounce Event
Management Startup,
Volunteered for Eagle Scout
Program, Actively Volunteer
EDUCATION
Florida Technical College, Orlando, FL — Bachelor of Science in Information Technology, Networks, Programming and Web Design
JANUARY 2019 - DECEMBER 2021
● Licensed and Accredited College
● Accelerated Online Learning Program
● Received Notifications of Exceedance from the Academic Progress Evaluation Board for Several Courses
● Graduated with 3.2 GPA
University of Central FLorida Coding Boot Camp, Orlando, FL — Continuing Education Certificate
JUNE 2017 - JANUARY 2018
● 24-Week Full-Stack Development Course
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