Call Center Desktop Support

Josh Souza

Phone: 913-***-**** Email: ***.*****@*****.*** LinkedIn: Josh Souza

Professional Summary

Full-Stack Software Engineer and IT Professional with 17+ years of experience supporting computers, networks, telecommunication, and servers. Excited to tackle the challenge software development provides by continuing to learn from a team, collaborating with peers, troubleshooting issues, and solving complex problems. Through an extensive IT background, acquired research, troubleshooting, and collaboration skills working through complex problems, all of which are useful when problem-solving in development.

Skills and Competencies:

●Salesforce

●Skuid

●Apex

●VisualForce

●React

●Redux

●Redux-Saga

●JavaScript

●TypeScript

●HTML5

●Express

●Node.js

●PostgreSQL

●Docker

●Git/GitHub

●JQuery

●Troubleshooting

●Research

Public Speaking

Work Experience

Holland 1916 North Kansas City, MO March 2021 - Current

IT/HOS Specialist

●Information Technology

Support all office staff and plant desktops/laptops/tablets

Responsible for existing servers and building new servers as needed

Manage the IT budget, refresh cycle, and IT Projects

Manage all aspects of IT security including Firewall, A/V, Security Audits and Testing

Create and distribute security training materials

Manage backups

Created change control policies and procedures

Work with vendors for various IT needs and solutions

Manage the telecommunications system

●HOS Specialist (Salesforce Engineer)

Being trained to take over the Salesforce environment

Work on Salesforce bug fixes and feature updates

Create and modify lightning pages

Modify Skuid pages

Assist with planning sprints

Resolve tickets for Salesforce issues

Create Salesforce reports

Prime Digital Academy Kansas City, MO August 2020 - January 2021

Full-Stack Software Engineering Student

●Solo Project Family Recipe Site

Developed a web application to easily share recipes with family and friends

The application is designed for simplicity and ease of use on both mobile and desktop

The application uses an API to AWS S3 to enable users to upload a picture of their recipe

Recipes are stored in a PostgreSQL database

Technologies used: React, Redux, Redux-Saga, JavaScript, Express, Node.js, PostgreSQL, AWS S3, Material UI

●Group Project Do More Good December 2020 - January 2021

Project for Leslie Scott at Do More Good

Create an application for Organizers at non-profit organizations to find volunteers

As part of a four person team working in a two week sprint

Designed the database and updated it as needed with changes to the data structure

Provided data routes as need/requested

Provide database support to the team while creating CRUD routes

Technologies: React, Redux, Redux-Saga, JavaScript, Express, Node.js, PostgreSQL, Material UI

Cox Auto Inc Austin, TX and Overland Park, KS January 2016 - August 2020

Sr. Desktop Support Analyst/Sr. Support Technician

●Slowly implemented corporate IT policies and systems while building trust in corporate IT with the Business Units

●Active Directory: Create, Term and Administer user accounts and computers on multiple domains, assist with testing and building GPO

Cox Auto Inc (Continued)

●Provide Tier 3 support for up to 600 team members including VIP’s

●Support Multiple Business Units and locations

●Work with Vendors for warranty support for location buildouts and systems

●Assist with migration from one domain exchange environment to an Office 365 environment

●Create and manage images using WDS, created PowerShell scripts for build process after switching to SCCM

●Collaborate with other IT teams to resolve complex issues

●Audio/Video support and work with vendors for building out new rooms and maintaining equipment

●Trained my replacement at the Austin location and provided support to ensure his continued success

NBKC/National Bank of Kansas City Overland Park, KS March 2015 - December 2015

Technology Support II

●Active Directory: Admin user accounts, computers and GPO

●Exchange: Create, Term and Administer Mailboxes and Distribution groups

●Configure and Administer Cisco Telecommunication systems

●Disaster Recovery configuration and testing

●Manage Backups and replication using Syncovery and Veeam

●Build and manage servers in VSphere

●Work with Vendors for warranty support and trouble tickets

●Nessus security audit and incident resolution

●Manage ticket queue

Cox Auto Inc Overland Park, KS April 2014 - March 2015

Desktop Support Analyst Contractor

●Active Directory: Create, Term and Administer user accounts and computers

●Exchange: Create, Term and Administer Mailboxes and Distribution groups

●Provide Tier 2 and Tier 3 support to 600 users locally including VIP’s

●Support Multiple Business Units

●Manage and Track assets physically and in an Asset Database

●Deploy new users and collect equipment from separated team members

●Manage and Setup mobile devices

●Work with Vendors for warranty support

●Image and Refresh desktops and laptops

●Virus investigation and removal

●Collaborate with other IT teams to resolve complex issues

AccessMED/McKesson Specialty Health Overland Park, KS October 2012 - March 2014

Network/Desktop Systems Specialist III

●Assist with managing the Mitel phone systems in a call center

●Create new user accounts and set up extensions

●Check Phone systems daily for outages and alarms

●On-call for Phone and other system outages

●Create documentation for processes and procedures

●Test Software Configuration settings for multiple OS for multiple sites

Deluxe Corporation Lenexa, KS July 2012 - October 2012

Technical Analyst

●Support over 450 Call Center users with software, hardware, and passwords

●Assist with troubleshooting Lotus Notes DB Issues

●Manage Users and Computers in Active directory

AccessMED/McKesson Specialty Health Overland Park, KS July 2011 - July 2012

IT Contractor

●Assist with managing the Mitel phone systems in a call center

●Create new user accounts and set up extensions

●Check Phone systems daily for outages and alarms

●Create documentation for processes and procedures

Kansas University Medical Center Kansas City, KS April 2010 - July 2011

Service Desk Technician II

●Support over 2000 users with software and hardware

●Monitor Servers and networks for outages and assist in troubleshooting network outages

●AS400 Run jobs on the mainframe and watch for tape errors

●Manage Users and Computers in Active directory

SEMGroup Tulsa, OK May 2009 - June 2009

Contractor

●Migrate newly acquired sites to existing Domain

●Switch Networks to new T1 and Cisco Switches

●Verify all Software used at each site still functioned after Migration

●Migrate file server data to Existing SEMGroup Servers

Air-x-Changers Catoosa, OK February 2009 - May 2009

IT Support Specialist II

●Support users in both the local and remote offices for Tier 1 and Tier 2 support issues onsite, by phone, and remote client

●Support users in a Terminal Services environment via RDP utilizing terminal services remote administration

●Perform data backups to Tape

●Manage Active directory

Self Employed Modesto, CA and Tulsa, OK 2003 - 2009

IT Specialist

●Support users in small business environments and home networks

●Support users remotely with various RDP Software

●Perform data backup and recovery

●Consult, install and administer Security Suites

●Design and build all aspects of new networks for Small Business - Peer to Peer Networks and small Servers

Paetec Tulsa, OK August 2008 - October 2008

Contractor

●Perform PC Refresh on local and remote users with new Dells

●Support users after they received their new units via RDP utilizing terminal services remote administration

●Other support and network duties as assigned

C.A. Redding Co, Modesto, CA November 2005 - February 2008

Technician

●Install new copiers on PC's and Servers

●Client Customer Service

●Troubleshoot and repair System Hardware

●Setup Network document Scanning

●Teach users proper Operation and how to do specialty functions

●Supported up to 1800 clients

CompUSA Modesto, CA December 2004 - November 2005

Lead Technician

●Phone Technical Support

●Performed PC and Laptop repairs and build new units

●Researched escalated issues to find solutions

●Supervised and trained other technicians

●Resolved issues with customers that were unhappy with the service provided

Education

Technical Certifications

●CompTIA A+ Beginning in 2005 - Current

●Apple ACSP Beginning in 2019 - Current

●Salesforce Admin Cert June 2022 - Current

Prime Digital Academy August 2020 - January 2021

Full-Stack Software Engineering Certification

●Full-time, 20-week software engineering program designed to prepare students for a career in software development.

●Technologies taught include: HTML5, CSS 3, Git/Github, JavaScript, JQuery, Node.js, Express, React, Redux, React-Redux, Redux-Saga, TypeScript, and PostgreSQL

●Designed, scoped, and created a solo project.

●Group project developing applications that address unmet software/business needs for a non-profit organization with a team of classmates.

Other Technology Skills

Operating Systems: Windows server 2000 - 2016, Windows OS 3.1 - Windows 10, DOS, Novell, OSX, iOS and Android.

Applications: Active Directory, Exchange, Citrix, VMWare, CFDesign, SolidWorks, AutoCAD, Bryce3D, Altiris, Lotus Notes, AS400, Wyse Terminal Service, MS WSUS, MS WDS, VSphere, Veeam, Syncovery, Zenoss, Netwrix, Jabber, SmartDeploy, MobileIron, Encompass, Nessus, Smart Deploy

Hardware: Mitel VOIP, Avaya VoIP, Cisco Phones, Routers and Switches, Wireless Access Points, LOS Point to Point Wireless Access, IBM Mainframes, Dell Servers, Wyse Terminals, Legacy Computers - Commodore 64, IBM 286, 386, 486, Pentium I – IV and Tape Drives, RAID 0,1,5

Telecommunications: Mitel, PrairieFyre, OAISYS, Avaya, Verint, Cisco CUCM 10.5, Cisco IM&P, Cisco Unity.

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