Joshua P. Mindes

Queens, NY

addmo5@r.postjobfree.com // 508-***-****

EDUCATION

Johnson & Wales University; Bachelor of Science, Network Engineering, May 2008

SKILLS

Computer: Microsoft Office 365, Virus Removal, TCP/IP, CAD, Website Designs, Datto, Spam Filters, Help Desk Support, Computer Assembly, Computer Reconfiguration, Windows, Linux, Windows 7,10,

Windows Server 2008, 2012, Symantec Endpoint Installation, Trend Micro, Apple Products, Kaseya and Kaspersky Anti-Virus, Symantec Protection, Certification, Autotask, JAMF, Duo, Okta

Phone & Conference Systems: Allworx, ShoreTel, ESI, Jive, Zoom, WebEx, Microsoft Teams, Avaya

Programming Languages: Linux, C++, Java, COBOL, Rational Rose, Basic, HTML

EXPERIENCE

World Wrestling Entertainment (WWE) Stamford, CT 11/2019-04/2020

Help Desk Technician (Contract ended due to COVID19)

•Rotated through multiple roles at Corporate HQ, Tech Desk Catcher, Equipment Provider, End User Primary Runner

•Provide White Glove Service to Executives, VIP’s, Managers

•Managed all aspects of system implementation, administration and end user support; ensured the availability of all network and mobile hardware and software technology assets, including windows and mac machines, operating systems, Avaya IP Phones, Cisco AnyConnect Mobile, Office365, DUO Admin, Okta, AWS, Desktop Central, Self Service Portal

•Interfaced with end users to handle system support issues (Service Now), serving as an escalation point for reported incidents, Remote and Onsite Support

•Delivered support services to achieve all Service Level Agreements (SLAs) through the effective management and closure of support requests

•Trained and onboarded new help desk technician

Tremor Video DSP New York, NY 4/2018-11/2019

Technical Support Engineer

•Managed all aspects of system implementation, administration and support; ensured the availability of all network hardware and software technology assets, including servers, desktops, operating systems, routers, and switches (Cisco Meraki, Office365, Jira, Confluence, DUO Admin, VMWare, AWS, Tableau, CrowdStrike)

•Interfaced with end users to handle system support issues (Jira Service Desk), serving as an escalation point for reported incidents

•Delivered support services to achieve all Service Level Agreements (SLAs) through the effective management and closure of support requests

•Provide White Glove Service to Executives, VIP’s, Managers

Researched and recommended technologies to achieve improved system performance across multiple sites

•Trained and onboarded new technical support engineer

LISS Consulting Group Lake Success, NY 1/2018-3/2018

Help Desk Technician (Temp)

•Perform support remotely to managed services customers using remote monitoring and management tools such as AEM & Pass Portal & LogMeIn

•Provided exceptional customer service and technical expertise on inbound calls and tickets; handle priority 1-4 tickets for clients

•Logged time entries/notes for support/maintenance performed using Autotask; provided customers with timely updates regarding their support cases; updated customer information in documentation system as changes in the environment occurred

•Set up new Active Directory users, email accounts, distribution and alias groups, folder access and restriction access, Office 365 Users, Rackspace, Local Exchange, VPN users, Office 365, Reflexion, spam filters

•Set up VPN users with Cisco AnyConnect, NetExtender, and opening ports on Firewalls and SonicWALL’s

•Set up machines for clients with applications, software, programs; establish printers, scan folders, network drives, map drives for end users

•Set up devices such as iPhone, iPad & Android with users’ work email

Atlantic PC Great Neck, NY

Help Desk Technician 5/2017- 12/2017

•Provided exceptional customer service and technical expertise on inbound

calls and tickets; part of on-call weekend rotation to handle urgent after hour client tickets

•Traveled on-site to support clients

•Performed support remotely to managed services customers using remote monitoring and management tools such as Continuum IT247

•Logged time entries/notes for support/maintenance performed using ConnectWise; provided customers with timely updates regarding their support cases; updated customer information in documentation system as changes in the environment occurred

•Performed Datto, Mozy, Sync backups

•Set up new Active Directory users, email accounts, distribution and alias groups, folder access, Office 365 Users, VPN users, Message Labs, Office 365, spam filters

•Added VPN users and opening ports on Firewalls and SonicWALL’s and installed Wireless Access Points

•Set up machines for clients with applications, software, programs; establish printers, scan folders, network drives, map drives for end users

•Set up devices such as iPhone, iPad & Android with users’ work email

Team Logic IT Woburn, MA 11/2015-5/2017

Help Desk Technician

•Performed support remotely to managed services customers using remote monitoring and management tools

•Provided exceptional customer service and technical expertise on inbound calls and tickets; part of on-call rotation to handle after hour client tickets

•Logged time entries/notes for support/maintenance performed using Autotask; provided customers with timely updates regarding their support cases; updated customer information in documentation system as changes in the environment occurred

•Performed Datto, Intronis, Kaseya backups

•Set up new Active Directory users, distribution and alias groups, folder access, Office 365 Users, VPN users

•Reflexion, AppRiver spam filters and email set ups

•Added VPN users and opened ports on Firewalls & SonicWALL’s

•Set up machines for clients with applications, software, programs; establish printers, scan folders, network drives, map drives for end users

•Set up devices such as iPhone, iPad & Android with users’ work email

Simplicate Newton, MA

Help Desk Technician (company closed 8/2015) 9/2014-8/2015

•Handled multiple help desk tickets daily with professionalism and expertise

•Served as account and project manager for various clients/sites

•Maintained virtual environment for end users, and clean network environment for end user’s clients

•Set up laptops in-house with specific user’s applications, software; used Acronis Imaging for multiple laptops

•Set up printers, scan folders, network drives

• Set up new Active Directory employees, distribution groups, folder access

National Resource Management Canton, MA 12/2013-8/2014

Help Desk Support

•Handled end user requests and managed project rollouts

•Created procedure manuals for programs to distribute to users

•Used Linux daily to sync backups, Webmins

•Maintained a clean network environment for end user’s clients

•Set up VPN Access for end users

•Set up laptop, desktop, wireless access point, printers, iPhone’s Androids, specific user’s applications, software, programs

•Created/removed employee username, email, etc.

ComputerSupport.com (Spirinet) Framingham, MA 7/2012-12/2013

Tier 2 System Administrator

•Handled 20 help desk tickets daily, both in-house and on-site in a professional and expert manner

•Served as account and project manager for various clients

•Maintained clean network environment for end user’s clients

•Set up laptop, desktop, wireless access point, iPhones, iPads, Android in-house or

onsite with specific user’s applications, software, programs

Direct IT Corp. Waltham, MA IT 8/2010-6/2012

Help Desk Support Engineer

•Set up employee computers, laptops, network printers, switches, UPS batteries via inhouse and onsite support

•Project management, including computer data transfer and new server migration

•Installed and set up Synology NAS, Symantec Endpoint, and various other applications

•Maintained, monitored, and cleaned multiple servers and drives

•Performed Exec and Acronis backup set-ups

•Used Acronis and Ghost Imaging to set up multiple computers

South Bay Mental Health Center Inc. Brockton, MA 3/2009-07/2010

IT Help Desk Support

•Performed on-site and remote support throughout New England (up to 40 help desk calls a day)

•Set up new employees, URF’s, Barracuda Reports

•Switched back-up server tapes daily, record computer inventory

•VNC Remote Desktop, Symantec Updates, update HIPAA books

•Handled 4 Citrix servers and users

•Reconfigured computer systems, printer installation & maintenance

•Modified company website on Contribute

Contact this candidate