Customer Support Analyst
Resume:
Joshua Etheridge
**** ********* **, ***, ** *****
Email: ****************@*****.***
SUMMARY
Strategic risk mitigator with exceptional problem solving and development skills
Effective communication skills; adept in Public and Customer Relations
Resourceful and well-organized; skilled in activity planning, task management and project follow through
Keen sense of responsibility; solid professional standards, excellent track record of dependability
Problem solver; respond rapidly and appropriately to changing circumstances, evaluate problems, make astute decisions to effect positive change, and refocus on new priorities
Proficient at providing solutions that boost productivity and efficiency spanning the breadth of technology and organizational landscapes
Core Strengths
• Troubleshooting&Support • End user Support & Training • LANs/WANs, TCP/IP,DNS,DHCP
• Project Leadership • Building Relationships • Windows 10/11
• Desktop Support • System Implementation • Active Directory Environment
Hardware: Dell/HP/Apple/ desktop, laptop, iPhone, iPad, Android, Kofax Scanner, IBM,Ricoh ID copiers & printers, Crestron, Epson Projection systems, Promethean boards
Technologies: Win10/11 Microsoft Office Suite 2010/2016(Project,Outlook,Visio) GFI Event Manager, Symantec Endpoint Client,Windows Server 2003/08,VMware vSphere Esxi 5,Landesk,Norton Internet Security, Zscaler, Zendesk, Cisco ISE Remedy, SCCM,Wireshark,Connectwise,ServiceNow,Bitlocker
PROFESSIONAL EXPERIENCE
HCL Technologies 1/2023 to Present
System Analyst/Deskside Support
Infrastructure support utilizing Microsoft Azure, Active Directory, Office 365, Azure Portal, and Intune
Manage and oversee the use and control of System Center Configuration Manager in order to carry out new builds, updates &, patches, App & OS deployments remotely&locally when necessary to keep security and usability at its best level
Asset Management processes and control
Working with vendors and other outside contracted agencies
Responsible for Desktop, laptop, mobile devices and other peripheral setup, configuration and deployment
IMACS Services via JAMF provisioning
Responsible for Onboarding/Offboarding users via Active Directory (Groups, permissions, security etc;)
Setup and configure Network Printers(Ricoh) POE Phones(Avaya)
Operating via ServiceNow ticketing system to remediate issues under SLA requirements
Setup and Configure scanning equipment (guns and mobile transport devices) for warehouse operations
Remote desktop support via VMware, VPN, Microsoft Teams and other proprietary applications
Serve as onsite Logistics focal for configuring and setting up scan guns,tablets,computer inventory management in a warehouse environment (logistics) support in person, remote, email/phone and onsite deploying equipment
Modivcare 07/2020 to 12/2022
I.T. Field Service level 3
Manage day to day technical issues for over 250 users in a high call volume center via remote and in person
Responsible for mass deployments and imaging projects.
Resolved technical issues via SCCM and ConnectWise
Provide outstanding customer support assistance via phone and email in Windows 10,11 and MAC environments.
Take incoming customer requests via phone or ServiceNow, log calls into the ticket tracking system and resolve the technical issues in a timely manner.
Met SLAs in a high-volume call center environment.
Responsible for Onboarding setup, hardware & software installation
Provide extensive support to remote customers utilizing Citrix, Connectwise and troubleshooting remote access problems effectively.
Perform minimal network administration tasks, including creating new users, assigning rights(Group policy), resetting passwords in Active Directory, etc.
Troubleshoot desktops, laptops, tablets, and mobile devices - Android, iPhone or iOS device, Apple/Mac, Blackberries, etc.
Troubleshooting general networking, wireless, and connectivity problems; and knowledge/experience with remote desktop and VPN.
Unisys (Omnicom media group, BBDO, Fleishman, Hearts & Science, Porter Novelli, DDB,)
IT Field Service Coordinator 03/2018 to 5/2020
Android,IOS,Mac & Windows support
Responsible for 500 telecommute and local users
Setup user accounts, Security permissions, and Groups in Active Directory
Imaging and deploying laptops
Build, document, and update processes to resolve issues efficiently and optimally
JAMF Pro-provisioning & Self Service for managing users, inventory, devices, imaging
Service Now ticketing system
Setting up VPN with Cisco AnyConnect
Office 365 Exchange setup
Deskside hardware/software support
Support OKTA SSO Platform support
Support conference room technology -Jabber, clickshare, Smartboards, Crestron audio and visual
Cross-train and assist in supporting legacy infrastructures
Local and network printer setup, troubleshooting and repair
Cisco Phone setup
Bitlocker encryption, antivirus, and malware/spyware installation and setup
Manage SCCM deployments and collect inventory data for hardware and software assets in the environment to ensure key software updates, patches etc; for all laptops and desktops is met.
AMB, Mercedes Benz Stadium, Atlanta GA (Contract) 8/2017 – 08/2018
I.T. Field Technician
Maintains, analyzes, troubleshoots, VPN,RDP,DNS,DHCP,WAN,LAN,telephony and repairs computer systems, hardware and computer peripherals.
Documents, maintains, upgrades or replaces hardware and software systems.
Install, configure, troubleshoot, and maintain the Microsoft Windows and Mac OS desktop, laptop, and tablet computers, peripherals, iPads, and associated peripherals, including AV equipment.
Trained coworkers to identify, analyze, and repair product failures, orders and replaces parts as needed
Supports, setup and configure all NCR POS systems.
Troubleshoot technical issues both in person and remotely (phone or remote access tools)
Maintain inventory of all equipment, software and licenses
Work closely with other members of the Infrastructure, (NCR,AT&T,IBM) and AV teams to support all end users.
Utilize (Service Now) ticketing system to log and track support tickets, maintaining detailed documentation for each ticket
Round all building suites and restaurant venues before events to reinsure all wireless devices(Apple Ipads, OnT routers,STB boxes,Menu boards) are configured and setup.
Manage all audio/video installations throughout the stadium to include (VOIP, Crestron, HDMI/DVI)
Sobo Networks, Atlanta GA 1/2017 – 7/2017
I.T. Support Analyst
Responsible for managing all technical aspects of a networking infrastructure within a server environment VPN,RDP,DNS,DHCP,WAN,LAN,Vmware ESXi 5.5, Windows Server 2012
Configure,setup and support desktop applications AutoCad 2014-17,Microsoft Office Suite, Adobe creative Suite
Build and secure relationships with all contracted onsite staff and vendors in order to create a seamless and productive working environment
Ensure that all clients company needs are met on a daily basis by visibly remaining onsite during contracted time
Facilitate company meetings to discuss client development and think tank sessions
Implement and setup all desktop,laptop,printers and mobile device deployments
Moniter all WAN/LAN environments by way of Labtech and Connect Wise
Respond to clients tickets through Connect Wise resource
Moniter and check all client backup systems daily by remote or onsite visit
Plan, coordinate, and implement network security measures in order to protect data, software, and hardware to reinsure that all security parameters are in place daily
Design, configure, and test computer hardware, networking software and operating system software
Utilized Microsoft Active Directory services 08/12 to setup new users accounts,permissions and security parameters.
Lead and managed all migration and deployment activities to include Windows 7/8/10 operating systems,desktop applications, workstation setup,Powershell, Adobe Creative Suite, MicroStation, Deltek Vision ERP, Revit and other Autodesk applications
US. Department of Veterans Affairs –C.R.I.S.P Contract, GA 3/2015 - 1/2017
(Continuous Readiness in Information Security Program)
System Administrator
Responsible for risk mitigation for hardware and software on Window Servers. Working knowledge of DNS, DHCP, TCP/IP
Demonstrated ability to conduct application packaging, patching, operating system image creation and deployment, task sequences, driver lifecycle management, silent installations, knowledge of WMI, windows registry, SCCM report creation, pc hardware, printer management, mobility and AD Group Policy.
Built images for mass deployment using Sysprep, and Symantec Ghost Multicast server to clone and image workstations in the infrastructure.
Patch management, update and application packaging and distribution, operating system deployment (OSD), system security related issues, threat mitigation and reporting, analyzing data to spot trends, managing patches for software certificates, data collection and reporting.
Research and develop solutions to newly identified and unresolved technical issues
Run audits including patch image deployment/configuration tools (SCCM, IBM BigFix 9)
Utilize SCCM,Powershell and the VA Toolkit,DBAT to remediate hardware & software vulnerabilities.
ManageTCP/IP,DNS,FTP,HTTPS,SSL,SMTP,UDP,DNS,DHCP,SSH and Firewall configurations and to stay on top of changes to the infrastructure.
Provide highly technical and/or specialized guidance concerning automation solutions to complex information processing problems related to the distributed computing environment.
Tier 3 level support for escalated desktop issues in relation to application deployment and wireless technologies( Cisco Anyconnect, Citrix, SCCM )
Remote management by way of via (RDP,Microsoft Lync\Skype for business,Citrix,CiscoVPN,SCCM)
Test and image desktop and laptops utililizing VA proprietary deployment procedures
Responsible for weekly/monthly activity reports by way of Ticket Trend
Manage and setup new user accounts, permissions, group settings and security policies by way of Active Directory
Maintain network security, including firewalls, Internet proxy, intrusion detection, IPSEC,VPN, remote access VPN
Dekalb Medical, GA 4/2014 - 3/2015
IT Field Service Technician
Responsible for the day to day support for the end user community to include installation, configuration, administration, and maintenance of networks(TCP/IP, LAN/WAN DNS,DHCP) computer systems, software and periphals
Handle installations,upgrades,backups,imaging and configuration to ensure infrastructure readiness
Accountable for documenting and tracking application development and production technical flow, setting standards, implementing controls and following procedures to maintain systems
Deploy IT change control processes and ensure users are educated on all changes
Resolve end user and client issues by way of remote desk technologies to include Landesk,Citrix and RDP processes.
Manage Remedy desktop ticketing system to ensure our end users issues are addressed and resolved expediciously which has lead to a 85% process improvement standard.
Support and install Clinical Applications (Allscripts,LotusNotes, Sovera,PMMC,Trace,Midas and Optum(CAC) etc;
Serves as a resource to the Project Manager on all Go Live implementations in order to execute project tasks as assigned
Ensure that all inventory and product deployments are tracked by the use of Wasp technology
Provides the highest level of customer service by establishing effective communication with all hospital staff and guests
Provided onsite and offsite support for all remote PCD sites
Ability to work with minimal supervision; self-motivated
Lawrence Joel Army Health Clinic, GA 10/2010-07/2011
I.T. Project Manager (Contract)
Managed a $3.5 million document imaging project in cooperation with Xtreme Solutions Government Agency
Orchestrated project, from initial planning and design through prototype development and final customer delivery
Matrix-managed a 15 person development team. Demonstrated competency success in the areas of work design and work flow processes which resulted in a successful timely project deliverable
Implemented all hardware devices and installed software needed to support project completion
Responsible for Full Life Cycle (SDLC) process on all contracted support timelines
Implemented and installed OCR software and hardware required to perform E.H.R transition
Setup private internal LAN to facilitate the Kofax document imaging and transfer procedure
Educated and continually updated client face to face or by Skype on all workflow design,timelines and processes to communicate a timely and scheduled completion.
Identified, analyzed and mitigated project risks
EDUCATION
Rockford Career College( Information Technology) 2007 - 2009
CERTIFICATION
HP Certified (2020)
Connectwise Certification (2017)
Information Security(2016)
Microenterprise Business Development Program (2010)
A+ Certified - Comptia (2010)
Information Technology Specialist – Carl Sandburg College(2000)
Additional Qualifications/Certifications
AIMM_CMMI Security ASM_Security_Trained
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