Customer Support It
Resume:
Joshua Antoine - page *
Joshua Antoine
************@*****.***
linkedin.com/in/jantoine1
Summary
Dedicated IT professional with a strong technical skill set and a track record of improving customer support efficiency. Seeking opportunities to contribute expertise in IT support and hardware/software management. Experience
Desktop Support Specialist
Tufts Medical Center
Jan 2024 - Present
● Providing on-site and remote technical support for over 4,000 users
● Fully documenting support tickets for reported technical issues
● Remotely assisting customers with the installation of applications
(such as Adobe, Microsoft Office, and Zoom)
● Customizing desktop applications according to user needs
● Ensuring ongoing system functionality by following up with clients
● Creating technical documentation and manuals for step-by-step troubleshooting processes and software guides
● Imaging and deploying Dell desktops and laptops for setup
● Deploying office setups, which include monitors, keyboards, mice, and other peripherals, for more than 10 users per week
Service Desk Analyst
Beth Israel Lahey Health
Apr 2023 - Sep 2023 (6 months)
● Served as an initial point of contact, asking relevant questions to identify the underlying issue
● Created an average of 30 incidents per day, resulting in improved customer support efficiency
● Assist customers with pre-documented entry-level tasks, including password resets and other quick fixes
● Escalate cases as needed when a task is either undocumented or if the task will exceed 30 minutes Joshua Antoine - page 2
IT Specialist
Ropes & Gray LLP
Nov 2022 - Mar 2023 (5 months)
● Installed and performed quality checks on essential software, including Zoom, Adobe, and Microsoft 365 before deployment
● Utilized the BIOS menu to create disk images for Lenovo desktops and laptops Installed and removed office setups, including monitors, keyboards, mice, webcams, and docking stations
● Proficiently replaced SSD drives in Lenovo laptops, enhancing system performance and storage capacity
● Upgraded the RAM in Lenovo desktops from 8GB to 16GB, improving overall system performance
● Installed new 24-inch monitors (Samsung, Planar, Acer) to replace older 18-inch ones
● Wiped hard drives of old Lenovo laptops using boot disk to ensure data erasure
● Configured conference meeting rooms setups to be used for Zoom and Team’s meetings Academic Technologist Intern
Northeastern University
Jan 2022 - Jul 2022 (11 months)
● Managed the Gradescope intake for Faculty throughout the semester
● Provided in-person support for faculty around exam digitization efforts
● Experience creating courses and managing announcements in Canvas
● Hosted virtual sessions, working directly with faculty to resolve their academic technology issues
● Performed QA testing of software version rollouts to classrooms
● Created Instructional videos using Panopto enhancing learning experience Education
Year Up
Information Technology
Sep 2021 - Aug 2022
●Business communications
●Introduction to Speech
●IT problem-solving
●IT essentials-PC hardware and software
●Network fundamentals-CISCO
Licenses & Certifications
Google Data Analytics - Coursera
IBM IT Support Specialization - Coursera
YLW9FF73ZWNB
Skills
Desktop Deployment • Documentation • Ticketing Systems • Office 365 • SQL • Computer Hardware • Customer Service • Active Directory • ServiceNow • Printers Joshua Antoine - page 2
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