JOSH CHILCOTT

North Las Vegas, NV ***** 801-***-**** adcntt@r.postjobfree.com

IT SUPPORT SPECIALIST

An accomplished, reliable professional with 10+ years of experience specialized in information technologies, network support, operational performance, database environments, helpdesk operations, and systems integration. Leverages proven abilities in time management, problem-solving, and negotiations to formulate solutions for swift technical resolution. Takes ownership of a best practices process and formulates policies to achieve full compliance with company objectives. Expert communicator of technology concepts and best practices to non-technical business users. Proven ability to perform a wide range of duties, including end-user training, troubleshooting, and advanced resolution procedures. LEADERSHIP IMPACT

Trusted IT Support partner who consistently delivers quantifiable value by leveraging emerging technology and business insights to optimize value and remain relevant in the marketplace.

Technology strategist with an entrepreneurial mindset and a contemporary approach to solving diverse business problems through innovation, scalability, and reliability.

A results-driven, decisive leader who is highly skilled at building stakeholder relationships and managing change, developing measurable procedures, and counseling/developing individuals and teams.

In-depth expertise in Information Technology processes optimization, security and governance, continuity and leading projects through the complexities of varying priorities, agendas, and cultures. SIGNATURE COMPETENCIES

IT Support

Creative Problem Solver

Decision Making

Application & Infrastructure Support

Integration & Release Management

Database Environments

Team Leadership

Networking

Personnel Supervision

Effective Communications

Hardware & Software Support

Technical Issue Analysis

Help Desk Operations

Critical Thinking

Data Management

Customer Support

Equipment Maintenance

Performance Testing

PROFESSIONAL EXPERIENCE

Panasonic Avionics

Supervisor-Customer Performance Center, Tier 1 October 2018 to December 2019

Advised multiple tiers of support within the CPC on design and implementation of a new company wide ticketing sys- tem within ServiceNow.

Implemented omni-channel contact center software by Bright Pattern; improved SLA response times by 30%.

Reduced wasted email communications to the CPC by 25%.

Provided documented support of new tools to the multiple tiers of support improving company understanding and oversight of new procedures.

Maintained operations and managed staffing requirements within tier 1; improved processes relating to customer notification of network outages.

Oracle

Technical Support Engineer II / Scalability and Storage June 2015 to October 2018

Provided support for Automatic Storage Management and Oracle Clusterware.

Collaborated with multiple layers of support and engineering to deliver patches and solutions to database administrators.

Advised daily on multiple DBA projects; included database backup; migration; cloning; SQL; tuning; patching and upgrades; provided database patches to resolve errors. JOSH CHILCOTT 801-***-**** adcntt@r.postjobfree.com Page 2

Maintained training and certification requirements on product releases and related technologies. Landesk Software / Global Support

Technical Support Engineer / Core Team July 2013 to October 2015

Managed 30+ cases; provided meaningful updates.

Primary support liaison between company and customers; kept customers informed of how and when problems were resolved; worked directly with the back-line and development teams to resolve complex issues.

Achieved six consecutive months of 100% positive customer satisfaction results; demonstrated a proven ability to improve the customer experience working with technical support which would otherwise be negative interactions.

Provided Support / Training to critical accounts; mentored and trained teammates; received 6 “We Can”’ awards. Symantec

Sr. Enterprise Technical Support Engineer August 2011 to July 2013

Promoted to Senior Technical Support Engineer within first year; provided advanced technical support for the Symantec Management Platform and advanced technical support for escalated cases; mentored frontline support engineers.

Coordinated 25+ cases at any given time while providing meaningful updates to customers.

Received numerous peer nominated awards for providing support above and beyond expectations. MTN, Maritime Telecommunications

Network Operations Center Technician II February 2011 to July 2011

Provided technical support to 300+ customers using the iDirect platform; balanced remote sites across satellite networks.

3Di Technologies

Field Service Technician April 2005 to April 2008 & September 2010 to January 2011

LNO to military clients in Qatar; trained 100+ customers; provided ongoing technical support.

Prepared and shipped 100+ VSAT systems; included satellite modem, cisco firewall and switch, and accessory cases. Utah Valley University

Student Labor January 2009 to October 2009

Assisted in advertisement and execution of

department; organized career fairs and other events. United States Army National Guard and Reserves

Radio Communications Security Repairer February 2001 to February 2009

Tested and repaired radio and communications

security equipment; cross-trained as the Network Administrator. Venafi

Network Administrator June 2008 to November 2008

Acquired and installed new network storage

devices and servers.

Repaired and administered 100+ networked

devices; included computers, servers, routers and switches.

Administrator for all company computers.

EDUCATION & CERTIFICATIONS

Bachelor of Science Degree Program, Mathematics(in progress), Utah Valley University Oracle Certified Associate-Database Administrator 11gr2 Oracle Certified Professional-Database Administrator 12c CompTIA Security+

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JOSH CHILCOTT 801-***-**** adcntt@r.postjobfree.com Page 3 ITIL Foundations

TECHNICAL PROFICIENCIES

Windows, Windows Server, SQL Server, SQL, C#, Oracle, Linux, Oracle RAC, Oracle ASM, AppDynamics, ServiceNow, Oracle Clusterware, CRS, Symantec, iDirect, VSAT, Cisco, GUI, CLI, MS Office Suite: Word/Excel/PowerPoint/Outlook

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