Help Desk Technical Support

Joshua Harris

Email: ******.******.****@*****.***

Phone: 317-***-****

Location: Indianapolis, IN 46205

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Professional Summary

IT professional with over 15 years of experience in technical support, system administration, and help desk operations. Proficient in managing Microsoft Office 365, Cisco Meraki, Mitel, and RingCentral systems. Skilled in troubleshooting complex software and hardware issues, managing teams, and delivering exceptional customer service. Certified in Mitel, Datto RMM, and Datto BCDR technologies.

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Education

Bachelor of Science, Information Technology

Indiana State University, Terre Haute, IN

Graduated: 2008

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Certifications

- Mitel Certification – July 2022

- Datto RMM Technician Level 1 – August 2024

- Datto BCDR Technician Level 1 – August 2024

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Technical Skills

- Operating Systems: Windows 95/98/XP/Vista/7/8/10, macOS

- Software: Microsoft Office 365, Remedy, Parature, Ghost, Adobe Reader, Flash, Java

- Networking:Cisco Meraki Switches and Firewalls, Barracuda Spam Filters

- Telephony:Mitel, RingCentral, Teams Phones

- Mobile Devices: iPhone, Android troubleshooting and configuration

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Professional Experience

Service Desk Technician

Diverse Tech Services, Indianapolis, IN

December 2017 – June 2025

- Provide technical support to clients via phone, email, and on-site visits.

- Manage Active Directory for user account creation, termination, and permissions.

- Administer Microsoft Office 365, including account management, licensing, and password resets.

- Configure and maintain Cisco Meraki switches, firewalls, and Teams phones.

- Manage spam filters using Barracuda and troubleshoot email issues.

- Install and configure Mitel and RingCentral telephony systems.

Supervisor / Help Desk Analyst Tier II

Bell Techlogix, Indianapolis, IN

November 2009 – December 2017

- Supervised a team of 10-15 Help Desk Analysts, ensuring quality assurance and performance metrics.

- Monitored call queues and resolved escalated technical issues.

- Troubleshot proprietary software applications and websites using Adobe Reader, Flash, and Java.

- Maintained attendance records and provided coaching to team members.

Customer Support Agent

Pearson Education, Indianapolis, IN

June 2009 – October 2009

- Resolved customer issues via phone, email, and live chat.

- Provided access codes for online books and CD/DVD-ROMs.

- Managed multiple live chats simultaneously while handling inbound calls.

Anesthesia Simulator Lab Technician

Dept. of Anesthesia, IU School of Medicine, Indianapolis, IN

December 2008 – July 2009

- Set up and maintained anesthesia simulation equipment, including gas tanks, air bags, and wireless devices.

- Ensured proper functioning of operating room equipment and computers during simulations.

OIT Student Lab Technician

Indiana State University, Terre Haute, IN

May 2007 – December 2008

- Managed over 1,000 computers across campus.

- Tested and deployed new software and technologies.

- Created and tracked incident tickets using Parature.

- Used Ghost to deploy system images to computers.

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Leadership

Eagle Scout – July 2001

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Key Achievements

- Successfully managed and resolved over 10,000 technical support tickets across various roles.

- Implemented and maintained Cisco Meraki and Mitel systems for multiple clients.

- Trained and mentored a team of 15 Help Desk Analysts, improving team efficiency by 20%.

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