Technical Support Help Desk

Joshua Imholte

Columbia, SC – 803-***-**** – ***********@*****.***

Education; Graduate

Bachelor of Arts in Communication, Business Cognate

UNIVERSITY OF SOUTH CAROLINA AIKEN - Aiken, SC

Work Experience

IT Training and Application Specialist

South Carolina Office of Regulatory Staff

Columbia, SC

August 2024 to present

●Manage the agency’s SharePoint and create customized solutions using MS Office 365 products, Power Apps, and Power Automate, to address business needs or streamline workflows within the agency.

●Identify opportunities to streamline support processes, enhance efficiency, and improve the overall user experience by implementing automation, workflow optimizations, or software enhancements.

●Integrate Office 365 products and Power Applications with other systems and tools used within the agency to enhance productivity and collaboration. Test new features, updates, and configurations to ensure compatibility and functionality across different devices and platforms.

●Assist departments with migrating paper documents and shared network drive files to SharePoint.

●Oversee the agency’s Operational Support System (OSS) system. Collaborate with departments to build service catalog items and workflows, monitor tickets, and ensure efficient resolution of issues and end-user satisfaction. Provide technical support and troubleshooting assistance to users encountering issues with software and hardware. Initiate and monitor ServiceNow help desk tickets when assistance from DTO is required.

●Conduct virtual and classroom training sessions or workshops on using agency software, applications, and workflows. Develop user guides, tutorials, FAQs, videos, and other instructional materials for the OSS Knowledge Base.

●Resolve and support MS Dynamic issues, bugs, and end-user-requested enhancements. Manage Dynamics maintenance and enhancement contracts and work with departments to prioritize and submit items to the vendor for resolution.

●Deploy software and configured applications for users as needed. Manage agency application end-user access, including HighQ, ShareFile, and SharePoint access, for internal use and with external parties. Collaborate with DTO to set up secure file shares for exchanging files with the agency and external parties. Manage software licensing for software issued by the DTO and obtain approval to acquire new licenses.

●Prepare, image, and assign workstations, laptops, and tablets as needed and in compliance with DTO protocols. Review and correct any issues on monthly DTO Endpoint and Mobile Device Management (MDM) Consistency Reports. Support leased printers/copiers and work with vendors to resolve issues. Maintain and set up office printers as needed.

Network Engineer

Liberty Business Associates

Columbia, SC

January 2024 to August 2024

●Responsible for the operation and maintenance of the SSI MCIS servers and the SSI MSIC Network.

●Manage and administer mission command server systems, including installation, configuration, and maintenance of server hardware, operating systems, and software applications

●Ensured the effective integration and operation of mission command servers within the network infrastructure

●Developed and implement backup and recovery strategies to ensure the integrity and availability of mission command server data in case of system failures or disasters

●Stay updated with the latest software and hardware releases, evaluate their compatibility with mission command servers, and perform system upgrades and patching as necessary

●Install, configure, and maintain network equipment, including routers, switches, firewalls, and servers, to ensure reliable and secure network operations

●Monitor network performance, identify potential issues, and proactively resolve them to ensure optimal network availability and reliability

●Maintain accurate documentation of network configurations, designs, and changes

●Perform network diagnostics and troubleshooting to identify and resolve complex network problems

●Provide technical support to end-users, instructors, and system operators in diagnosing and resolving server-related issues, ensuring minimal downtime and maximum system uptime

●Maintain accurate documentation of server configurations, network diagrams, operational procedures, and troubleshooting guides

●Collaborate with cross- functional teams, including mission command system administrators and network engineers to ensure seamless integration and operation of mission command servers

Knowledge Management Officer; SharePoint/Web Developer (LCAT=Consultant)

Summit Technologies Inc. (Soldier Support Institute, Fort Jackson, SC)

Columbia, SC

May 2022 to January 2024

●Maintain SSI classified, unclassified and/or approved public facing websites, portals, online communities, web-based collaboration platforms, and other DOD/DA authorized web-based explicit knowledge sources (e.g. AKO, MilSuite, Defense Collaboration Services, WordPress.)

●Direct and maintain SSI Microsoft SharePoint and SMS capabilities to ensure continuous operation, monitor and test SharePoint daily, address trouble tickets as needed.

●Assist in the implementation of SSI adaptations and applications of TRADOC KM Strategy, Implementation plan and performance.

●Apply, maintain and update SSI KM training, education and professional development materials and related products on a monthly basis, and provide performance support to SSI users, staff, and organizations, as specified and prioritized by the supporting COR at SSI.

●Assist in the evaluation of SSI adaptations and applications of TRADOC MARS plan and related documents; develop and provide recommendations, courses of action and timelines related to the activities.

●Input SSI KM program metrics and KPI on operational SharePoint and/or SMS dashboards, ensure data remains accurate/current on a weekly basis, visible to SCoE and the supporting COR continuously within these systems.

●Act as liaison between Fort Jackson Basic Training Battalions and SSI regarding AFCT Testing for SEC ARMY’s Future Soldier Prep Academy. Maintain computer workstation compliance.

Public Relations Assistant

City of Columbia

Columbia, SC

May 2020 to May 2022

●Responsible for representing the City of Columbia with professional grade imagery, videography, and production for City events.

●Maintain, manage and update social media for press conferences and events.

●Perform production Edits for compiled footage for short video stories.

●Create, manage, and analyze effectiveness of weekly email campaign showcasing news from around the City. (3504 sends, 14% Open Rate, 10% CTR)

●Manage PR projects across numerous City departments.

●Consistently collaborate with PR team members to get coverage of events and projects.

Videographer/ Co-Owner

Treasured Memories Videography

Irmo, SC

July 2020 – present

●Film weddings and edit footage into short videos.

●Record audio of various aspects of weddings and edit recordings.

●Live post on Instagram and Facebook to promote business.

Marketing Assistant

Woodside Communities L.P.

Aiken, SC

March 2018 to May 2020

●Manage company Facebook pages and Instagram page (Woodside and The Village at Woodside).

●Develop content for Facebook pages, concepts for blog posts, and content for monthly e-blasts.

●Manage company websites and websites of businesses in The Village at Woodside (Woodside, The Village at Woodside, Carolina Signature Homes, and Village Fitness).

●Compile results for monthly eblast and report them to sales agents.

●Create a monthly e-newsletter for The Village at Woodside residents. (average 120 weekly opens)

Digital Marketing Intern

USC Aiken Veteran and Military Student Success Center

Aiken, SC

January 2017 to May 2019

●Implement full social media marketing plan to include monthly email newsletter as well as curated Facebook posts encouraging the use of the office across campus.

●Led social media team to increase reach by 100 people.

●Create weekly content to engage followers. (Average three followers per week)

●Track page analytics to determine trends and make content decisions.

Certifications:

M635, AZURE, TRADOC KMR Program, SMS.

Skills:

Google Ad Words, Facebook Ads, Lead Generation, Search Engine Optimization, Adobe (Premiere Pro, InDesign, Illustrator, Photoshop), Microsoft (Word, PowerPoint, Office, Excel, SharePoint, Power Automate), Wordpress, Wix, AZURE, MS365,Cybersecurity, CPOF Server Maintenance, CPCE Server Maintenance, VMware, BossDesk, InformaCast, Apple Business Manager

References:

Stephan Wilcox

Director of Operations

Soldier Support Institute

*******.*.******.***@****.***

Daniel Baxa

Deputy Director of Operations

Soldier Support Institute

******.*.****.***@****.***

Thomas Franceschina

Broker

Fidelity Family Realty

***********@*****.***

Scott Thomas

Vice President, Business Development

Summit Technologies

*****.******@********.***

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