Joseph A. Nagel

Dayton, Ohio 937-***-**** adp97v@r.postjobfree.com

Dynamic and Experienced IT Support Specialist

TECHNICAL SUPPORT CREATIVE PROBLEM SOLVING OPERATIONAL EFFICIENCY

Motivated IT Support Specialist with experience and expertise in technical support, software development, product management, and quality assurance, as well as troubleshooting complex issues and concerns. Accomplished leader with effective collaboration skills, team building capabilities and a keen focus on IT support. Proven and demonstrated experience with organizational effectiveness, communications, and strategic vision. Focused high performer driving effective communications to keep fluid and streamline operations helping to drive strong operations.

SKILLS AND ACCOMPLISHMENTS

iSeries - CLP, QSHELL, SQL, DB2, RPG

zSeries - JCL, COBOL, REXX, HFS

Linux - LibreOffice, Bash Scripting, PHP, Python

Windows/Mac - MS Office, Java, Batch-scripting

IDEs - Visual Studio Code, PyCharm

Other - PKWARE Software, Salesforce, VirtualBox / VMWARE Virtualization

Utilized Python to create a Linux GUI interface for GnuPG, for creating / decrypting GPG files as well as maintaining GPG keys.

Created and implemented a panel-driven system on iSeries for PKWARE’s Command-Line KeyMaker Product, including Help Menus, allowing all users to more easily use the program.

Created PHP-based webpages on own web domain, making use of API to access XML/JSON data pulled/parsed from sites including USGS and Weather.GOV.

Agile Programming / Scrum Environment experience.

IBM z/OS ESP Program Manager.

Quality Assurance Management - Created / Implemented QA Test Suite for PKWARE’s iSeries Software.

Product Management – Calculate and maintain ongoing product pricing for PKWARE’s iSeries Software.

WORK EXPERIENCE

Technical Support Manager PKWARE 04/2008 – Present

Oversee a talented team of motivated technicians including driving world class customer service and technical support services.

Utilize root cause analysis to troubleshoot issues and concerns until reconciliation.

Effectively collaborate with a high performing engineering team to ensure proper remediation of complex errors.

Successfully maintain comprehensive QA testing strategies on an industry-specific platform using 2500+ testing processes with regard to application functions and features.

Act as the Tech Support escalation resource for Level III technical inquiries. Re-create customer production environments to reproduce / troubleshoot / remedy software issues. This is done by creating / configuring a virtual representation of the customer’s systems (e.g. - Ubuntu / Red Hat-based Linux Servers).

Assumed Product Management and Quality Assurance Management responsibilities for PKWARE’s iSeries Software Product Line.

Senior Technical Support Analyst PKWARE 04/2006 – 04/2008

Ensured proper customer and client service providing comprehensive technical support on multiple computer platforms including iSeries, zSeries, Linux/Unix, and mobile devices as needed.

Worked directly with a high performing engineering staff to drive quality assurance testing and certification of defect-free products and upgrades.

Desktop Support Team Leader CINTAS Corporation 01/2003 – 04/2006

Managed a high functioning team of nine technicians including direct support of 7K+ desktops and laptops driving uptime and mitigating business interruptions.

Collaborated with team leaders to ensure adherence to service level agreements driving world class client service and ensuring first class service in a courteous and professional manner.

Senior Help Desk Technician CINTAS Corporation 08/1994 – 01/2003

Team Lead position for a team of 10 Technical Support Agents supporting 25,000 Corporate employees.

Responsible for scheduling, tracking metrics, analyzing trends, and acting as Level 2/3 Support for the team.

Computer Operator KENDALL-FUTURO 08/1992 – 08/1994

Customer Service / Correspondence / PC Support CINCINNATI MICROWAVE 09/1983 – 08/1992

EDUCATION

Computer Communications Technology (Associate Degree Program)

Cincinnati Technical College, Cincinnati, Ohio

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