Technical Support Customer Service

JOSHUA CUTCHER. ********@*****.***

WEST PALM BEACH, FL 386-***-****

Professional Summary

Dedicated IT professional with extensive experience in MSP roles, technical support, and customer service. Proven ability to manage and support IT infrastructure, provide exceptional telephone support, and achieve organizational goals. Adept at troubleshooting and resolving technical issues efficiently.

Objective

I am seeking a challenging role in a managed service provider or technical support position where my skills and experience in IT, technology, and customer service can be effectively utilized to enhance customer satisfaction and operational efficiency. Core Skills

• Technical Support: Proficient in providing remote and on-site support for hardware, software, and network issues.

• IT Troubleshooting: Extensive experience in small to medium-sized business support of Servers, LAN, Local, Cloud, and Off-Site Backups, end-user support, diagnosing and resolving Server and PC hardware, software, and OS issues, WiFi setup and optimization in complex environments.

• Documentation and Ticketing: Proficient in documentation of issue interactions and ticket follow-up to issue resolution using Kaseya, Labtec, ServiceNow, Autotask, etc.

• Customer Service: Many years of experience providing exceptional support, both remote and on-site, to a wide variety of users. Exceptional ability to communicate technical information clearly and effectively to non-technical users. Certifications and Education

• Currently pursuing Bachelor of Science, Cybersecurity and Information Assurance, including 14 technical certificates (Expected Graduation: mid-2028)

• 3CX: Basic and Intermediate Certified in Cloud-Based and Local IP PBX Phone Systems

• Introduction to CyberSecurity: University of Central Florida, 97% Passing Grade

• High School Diploma, Lake Mary High School Class of ‘95 Professional Experience

Operations Associate – Best Buy – Boynton Beach

04/2024 – Present

• Worked closely with leadership to recover thousands of dollars in financial shrink regularly

• Advised on multiple lines of technology

• Increased productivity and profit by maintaining goals previously unattained by coworkers and predecessors

Personal Clients – IT / PC Support – Self-Employed 2012 – Present

• Providing excellent On-Site and Remote Support for Business-Critical IT Systems

• Installation and configuration of IP camera systems, including low-voltage wiring

• PC Hardware, OS, and Software Maintenance and Repairs

• Basic Website Design

L-2 / L-3 Analyst / Pomeroy Technologies – Hebron, KY (Remote) 02/2021 – 05/2022

• Provided remote support to L1 analysts in an IT support call center environment.

• Achieved a 95% resolution rate on first contact

• Utilized AWS Cloud and O365 for day-to-day communications and queue management Cloud Technician / CSX Cloud, LLC - Miami, FL

07/2019 – 02/2020

• Installed, configured, and maintained 3CX software PBX and IP phones

• Supported LAN, Servers, and end-user PCs and Macs across multiple sites with over 800 phones, PCs, and Macs

• Traveled to International Client sites in various countries L2/L3 Microsoft Office 365 Support Engineer / Concentrix – Lake Mary, FL 09/2018 – 04/2019

• Trained by and worked directly with Microsoft to resolve mission-critical issues

• Provided enterprise-level support for MS365 E5-licensed international companies

• Pulled and worked cases from an inbound queue and resolved issues quickly, thoroughly, and efficiently

Lead Technician / Onsyte Computer - Altamonte Springs, FL 11/2013 – 07/2018

• MSP - Maintained IT infrastructure for multiple small to medium-sized businesses concurrently

• Provided 24/7 365 support for mission-critical issues

• Set standards and procedures for software and hardware offered to clients

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