Engineer Support
Resume:
JOSHUA M. COX
Seattle, WA
***************@*****.***
https://www.linkedin.com/in/joshua-cox-8215025b/
OBJECTIVE: Seeking a challenging career position as an Support Engineer or in a related capacity utilizing acquired skills, experience and training.
SUMMARY OF QUALIFICATIONS: Extensive training and experience in Technical Support, Ticketing Systems, Support Engineering, SaaS Support, Root Cause Analysis, Customer Relations, Sales, Provisioning, Operations Management, System Administration, Multitasking, Project Management, Data Analysis, Hardware & Software Deployments, Communications and Problem Solving. Detail-oriented, with outstanding work prioritization skills and aptitudes. Team player with a positive work attitude. Experience working with individuals from a wide variety of backgrounds.
TECHNOLOGY SUMMARY:
Platforms: Microsoft (XP, Vista, 7, 8, 10), Mac OS X, Novell, Cisco, Citrix
Hardware: Servers, Routers, Printers, Hard Drive Disks, Point of Sale Systems
Software: Microsoft Office, Exchange, SharePoint, Adobe, Citrix, Active Directory, AirWatch, Microsoft System Center 2012, VMWare, MySQL, SQL Management Studio, Novell, Norton, Remote Desktop, Quip
Competencies: Testing/Troubleshooting, Installation, Root Cause Analysis, Provisioning, Software Training, Hardware Deployments, Device Management, Antivirus/Firewall, Disaster Recovery Planning, Network Connectivity, Metric Analytics, Database Management
EXPERIENCE:
AMAZON, Seattle, WA 2017-2020
Support Engineer
Responsible for deep diving technical issues, reproducing the issue, and performing a root cause analysis of all technology across 42 physical retail locations.
Provided Technical and Engineering Support for Windows and Android based devices. Technology supported consisted of custom made point of sale systems, price checker systems, associate tools, laptops, and networking equipment.
Wrote and updated documentation of Standard Operational Procedures (SOP’S) for all technical issues for Engineers and Amazon store associates. These documents provide instructions for installation, preventive maintenance and system processes.
NIKE, Beaverton, OR 2015-2017
I.T. Field Engineer
Assist other Nike employees in the resolution of a variety of I.T. issues. Manage issues utilizing an in-house ticketing system to fulfill a Service Liability Agreement (SLA) for each project.
Additionally serve as Team Lead for the Reimaging Department (2016-2017). Supervise the activities of up to 3 personnel, and manage complex I.T. issues as they occur. Provide support for an Apple and Windows environment for hardware and software issues.
BARRETT BUSINESS SERVICES, Vancouver, WA 2015
I.T. Infrastructure Technician
Provided in-house and remote support for a client base of 1,000+.
Made technical analysis for each client’s issues and made recommendations to resolve each problem.
Created a personal knowledge base by documenting and logging every support session in Microsoft OneNote. Troubleshooting software issues for a large quantity of different programs and applications, performing hardware repair, workstation setups and virus removal.
Coordinated with other departments to train new hires. Managed and maintained users through Microsoft Active Directory and SCCM 2012.
SNOHOMISH COUNTY PUBLIC UTILITY DISTRICT, Everett, WA 2014
System Administration / Information Technology Paid Internship
Project Lead for redesigning Disaster Recovery process for business continuity. Assisted with Windows Server 2003, 2008 R 2 installation, deployments, troubleshooting and automation. Troubleshooting HP server hardware/software issues with HP Integration Lights Out (HP iLO). Collaborated with the IT Operations team through SharePoint Collaboration Software.
Built servers for production and test environments following strict build procedures.
Accomplishments include: Consistently received outstanding performance evaluations.
PARATRANSIT SERVICES, Bremerton, WA 2013, 2012
IT Technician / Information Technology Paid Internship
Technical support for Information Technology Department for medium-size business. Hardware/software troubleshooting, installations, diagnosing/resolving issues over a dual hybrid network (Microsoft/Novell).
Performed maintenance and data backups routinely over multiple servers using Windows Server 2003 and Linux-based operating systems. Assisted Help Desk requests for remote clients via Remote Desktop for Windows.
EDUCATION / TRAINING:
WESTERN WASHINGTON UNIVERSITY, Bellingham, WA 2014
Bachelor of Arts, Management Information Systems
AFFILIATIONS:
Management Information System Association, Western Washington University
Alpha Kappa Psi (Professional Business Fraternity)
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