Advanced Technical Support

JOSSUAN GARCIA

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SUMMARY

Experienced Information Technology Specialist and Software Engineer with a demonstrated history of working in the information technology and software development industry. Skilled in Microsoft Office, Java and Python. Detail- oriented and responsible engineer.

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Technical proficiencies include:

• Programming languages: Java, Python, JavaScript, PHP

• Database: SQL, Google Cloud

• Tools: Eclipse IDE, VS Code, Citrix

• Methodologies: Quantum Computing, Object-Oriented Programming (OOP), Network Security, Data Science LINKS

https://www.linkedin.com/in/jossuan-garcia-gamez-24503478/ EDUCATION

05/2022

Master of Science: Computer Science & Information Technology Winston-Salem State University - Winston-Salem, NC GPA: 4.0

Thesis: Evaluating Impact of Age in Face Recognition Across Machine Learning and Deep Learning Algorithms

12/2020

Bachelor of Science: Computer Science

Winston-Salem State University - Winston-Salem, NC Dean's List, Fall 2017 - Fall 2020

3.87 GPA

Minored in Mathematics

Concentration in Quantum Physics

WORK HISTORY

03/2021 - Current

Advanced Technical Support Engineer

McCall Communication Consulting, LLC

Served as primary point of contact for support relating to owned solutions and products. Analyzed issues to identify troubleshooting methods needed for quick remediation. Explained technical information in clear terms to promote better understanding for non-technical users. Maintained response times to support business continuity. Patched software and installed new versions to eliminate security problems and protect data. Increased customer satisfaction by resolving issues. 11/2019 - 03/2021

IT Support Specialist

Talon Healthy IT Services

Interact with customers to provide and process information in response to inquiries, concerns, and requests Gather customer's information and determine the issue by evaluating and analyzing the symptoms Winston-Salem, NC 27107 336-***-**** ******************@*****.*** Deliver service and support to end-users, including via remote connection or over the Internet Identifies troubleshooting techniques/step and documents all case information and updates as information becomes available via Healthy IT ticketing system

Supported and Configured hardware, devices and software to set up work stations for employees. Guided organizational technology strategy and roadmaps. 09/2014 - 10/2020

88 Motor Transport Operator

Army National Guard

Operate all wheel vehicles and equipment over varied terrain and roadways Manage load, unload and safety of personnel being transported Oversee and check proper loading and unloading of cargo on vehicles and trailers Employ convoy defense techniques

Identify, correct or report all vehicle deficiencies Prepare vehicle for movement/shipment by air, rail or vessel. SKILLS

Customer Service

Internal technical communications

Support ticketing systems (ServiceNow, Change

Gear, AutoTask)

User account management

Active directory

Desktop support

Windows 10

Networking

Bilingual

Troubleshooting & Debugging

Application Support

Citrix

Microsoft Azure

End-Use Support

Software Installation

Technical Support

Windows Server

TCP/IP

Basic IT Support

On-Site Technical Support

Patient Support And Positioning

Onsite Customer Support

Golang

Mac systems

Bomgar

NodeJS

BigFix

Cypress

RESTful APIs

Java

Python

JavaScript

MaaS360

Google Workspace

CERTIFICATIONS

CompTIA Certifications:

CompTIA A+

CompTIA Network +

CompTIA IT Fundamentals

CompTIA Security +

Coursera Certifications:

Google IT Support Professional

Certified Scrum Master

Microsoft Azure Fundamentals

Professional Google Workspace Administrator

Google Cloud Associate Cloud Engineer

ITILv4 Fundamentals

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