432-***-****

ad5bs8@r.postjobfree.com

JOSHUA WOODSON

To secure a position where I can efficiently utilize my technical skills, progressively learn, and apply new technology for the growth of the organization and build a professional career. Innovative problem solver with the ability to see the business and technical sides of the problem. SKILLS

• Power BI

• Sql server, Mysql, Sql

• Teamwork

• Active directory

• Network troubleshooting

• Virtual machines

• Ticketing systems, Remedy, Jira, Salesforce

• TCP/IP

• Help desk

• Data entry

• Time Management

• Project Management

• Technical Support

• Attention to Detail

• 60 wpm

• Microsoft office

• Operating Systems

• Adobe Photoshop

• Slack

• Wordpress, Javascript, Css, Html

• Problem-solving

• Customer Relationship Management (CRM)

• Task Management

• DHCP

WORK EXPERIENCE

Desktop Support Engineer/Application Support Analyst Partner’s Pharmacy

August 2021 to Present

• Supports up to 2000 end users, while monitoring 300 customer sites. Resolved approximately 88% of all issues without escalation

• Demonstrated success in providing high-quality service to customers, achieving a 95% customer satisfaction rate, and completed tasks within Service Level Agreements (SLA) deadlines 98% of the time

• Implement workarounds and provide suggestions to the development team to reduce bugs and common problems by users and conducted end user technical training as needed

• Deliver, setup, and configure end-user desktop & laptop computer hardware, software, and peripherals and assisted in maintaining an inventory of IT hardware and software assets

• Use Service Desk software to manage assigned workload and update the problem tickets with detailed resolution

• Use remote access software to troubleshoot technical problems via phone calls and emails related to IT support

• Troubleshoot software applications for all customers to better understand how to help them use the programs more efficiently

• Strong communication skills to allow me to discuss complicated issues with coworkers and explain technical jargon in an easy-to-understand way for customers and service technicians IT Business Analyst (Contract)

TB Forklifts

Jan 2021 to May 2021

• Developed comprehensive system designs that meet customer requirements while remaining within budget constraints and deadline

• Proficient in a variety of software applications including Microsoft Office Suite (Word, Excel, PowerPoint), Visio, Access, Power SharePoint, PowerBI, Confluence, SQL Server Management Studio (SSMS) and other related technologies

• Identified patterns and trends in large data sets and provided actionable insights

• Created, Read, Update, Deleted and developed scripts and queries to extract and analyze data from multiple sources within the Datebase

• Versatile use of appropriate SDLC (agile and waterfall) to achieve project goals on time, over time from concept to implementation

• Collaborated on readiness and acceptance tests and verified programming changes made met client's needs

• Collaborated with IT and business stakeholders to define project scope, milestones, success criteria, and obtain sign-off ad5bs8@r.postjobfree.com

432-***-****

Help Desk Specialist/Data Management Administrator I The Liberty Group

July 2019 to August 2021

• Provide technical assistance and support for incoming queries and issues related to the front office system

• Analyze and identify trends in issues and devise preventive solutions

• Follow up and train staff on troubleshooting to ensure full resolution of issues

• Troubleshooting application before deciding to generate a work order ticket for issues that will require front office software Tier I support

• Assist in the overall function of the data management group, with focus on superior customer service, maintaining the company's CRM system, and enforcing policies for effective data management

• Monitoring coordinators are compliant with the use of E-verify when onboarding employees

• Supports up to 300 end users, while maintaining a CRM with 300,000 records Help Desk Support

Property Data Cloud

May 2019 to June 2019

• Provided outsourced technical support for corporate clients

• Collecting and documenting necessary information to escalate tickets to level 2 help desk if needed

• Responding to queries of users by email or phone and following up to ensure issues have been resolved

• Proficient in Microsoft Excel and multiple ticketing systems

• Assisted clients with questions on creating custom forms/ accounts and uploading important documents to the program

• Walk applicants through the problem-solving process by utilizing superior customer service skills via remote assistance tools

Information Technology Support Technician

Great Commission Church

August 2009 to May 2019

• Resolving problems with networks and other computer systems

• Review web server logs for signs of a possible incursion

• Data entry into presentations or database systems

• Responding to queries via chat, email, or phone

• Training other staff members on troubleshooting and diagnosing problems

• Setting up and testing sound equipment and PCs before events, broadcasts, or recordings

• Guided 10 users on operating new software and computer equipment, including Microsoft Office Suites EDUCATION

Bachelor of Science in Computer Information Systems in Database Administration University of Houston - Houston, TX

June 2017 to May 2021

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