Service Desk Technical Support

Joshuah Kirby

Mobile 919-***-****

Email: *******.*****@*****.***

https://www.linkedin.com/in/joshuahkirby/

OBJECTIVE

Seeking a position which allows me to add value to an organization where I can maximize my 10+ years of experience in information technology, management, and training, showcasing both my drive toward success and unwavering integrity.

HIGHLIGHTS OF QUALIFICATIONS

•12 years of service and leadership roles,

•Excellent verbal and written communication

•Over 10 years of experience working in a Service Desk/Technical Support environments

•Self-motivated with an interactive personality able to work well within a team mindset or alone.

•Trained and monitored others in the use of applications and in technical support methods

•Ability to effectively troubleshoot and resolve VPN, IP, Exchange, Outlook, Active Directory, SCCM, Citrix, IOS, Android, along with many other platforms and technologies.

•Proven ability to independently perform with little or no supervision

EMPLOYMENT HISTORY

First Citizens Bank and Trust

Raleigh, NC

Service Desk

May 2018- April 2024

Service now Dashboard and reporting creation for both my team and many others within FCB for trending and reporting purposes.

Diagnose and resolve network/Lan/Wan/Windows workstation and Windows server issues.

Configure MS Exchange mail and mailboxes as well as administering password protected emails to and from external users.

Manage Active directory administration and account management or account domain.

Maintain and configure Cisco VoIP phones and mobile mail via IOS or Android.

Analyze and resolve network outages and client sites using Solarwinds monitoring application.

Train users and new hires remotely on application troubleshooting, VPN use, and network troubleshooting.

Regularly provide daily support of incidents and problems via HP System Manager ticketing system (HPSM.)

Perform MACS (Moves, Adds, and Changes) as requested by client either on site or remotely.

Critical thinking ability – Effectively triage customer issues with (often very little) information.

Time management skills – Familiar with structured environment and schedule. Dedicated time to complete individual, spontaneous tasks and prioritize issues based on the impact to the organization, department, or customer.

Detail Oriented – Effectively capture data for escalation, resolver, and incident management teams so they can effectively understand the steps attempted and the scope of the issue sent to them.

Ability to accurately obtain information in high pressure situations for group or individual stakeholders.

Ability to quickly adapt to new processes and procedures.

Ability to work with a geographically dispersed team and face to face.

Service level adherence and the ability to prioritize calls and issue accordingly to reach ASL.

High resolution rate – able to resolve over 85% of all incoming issues consistently.

Cary, NC

Shift Lead/1.5 Agent

February 2017-May 2018

Primary escalation point for all unresolved issues at the service desk.

Responsible for training and mentoring of agents.

Troubleshooting issues between multiple groups on issues that require collaboration to resolve.

Windows 7 and Windows 10 domain troubleshooting, SCCM administration on endpoints.

SME assistance for all level one agents on all technologies supported at the service desk.

Responsible for ensuring all forms of communication are answered by the service desk within SLA.

Responsible for maintaining attendance, leave reports, breaks and shift rosters.

Responsible for ADHOC and RCA analysis, SIP activities and infrastructure management.

Responsible for trending quality metrics and working with agents individually for their success.

Responsible for authoring needed knowledge base updates, accurate documentation, and disseminating knowledge to the teams.

Stover IT Consulting

Colorado Springs. Colorado

Field Engineer/Consultant

January 2015-September 2015

Support a variety of clients in a break/fix or upgrade capacity travelling to their on-site locations.

Work with VPN, server install, cat-5 cabling, switch punch-ins.

Configure and repair broken computers, laptops, screens, printers

Setup company WAPs and assist with networking issues.

Work with exchange, Office 365, Godaddy, gmail domains.

Robert Half Corporation

Colorado springs, CO – Raleigh, NC

2006-2019

Support of Voicemail systems, accounts and phones

Laptop and desktop imaging using USMT in SCCM 2012

Ticketing system administrator responsible for triggers, automations, and macro creations

Help of SOP and helpdesk policy creation.

•Create, modify, and fix backup jobs within Backup Exec\ Veritas \ Commvault.

•Run restore jobs from tape to servers or CD/DVD for customers.

•Mobile device support, IOS/Android/Blackberry – Support with Exchange, Citrix emulators and all questions regarding mobile use.

•Exchange account creation, de-activation, and end user support. Create distributions lists, public folders, and manage mailbox permissions.

•Follow documented procedures and processes

•Create and remove Active Directory (AD) accounts and assign permissions within. Create and permission security groups and non-user accounts.

•SharePoint support including providing and limiting access and folder permissions.

•Escalate requests to the appropriate level of management that cannot be resolved or that are outside the defined support guidelines

•Support of VPN and dial up networking from all over the world.

•Provided specialized support on Networking, Messaging, and Exchange, Hardware, and Office Support teams.

•Grant user system access restrict, remove as requested by HR, Management, and Security following documented procedures.

•Provided solutions to customer’s specific equipment needs

•General support for hardware, operating systems, domain accounts, internet explorer (both intranet and internet), network printers and various tier 1 responsibilities.

•Author, create, and modify Standard Operating Procedures.

PERSONAL ACHEIVEMENTS

•Four time Colorado Stage Greco Roman and Freestyle finalist.

•Former Team USA wrestler.

•Former top-ranked Team Colorado MMA competitor and noted trainer.

Contact this candidate