Multi-Skilled Technical Support and Aviation Ops

Joshua Pemberton

Headland, AL ***** +1-334-***-**** ************@*****.***

Professional Summary

Versatile and highly adaptable professional with extensive experience across customer service, technical support, operations, aviation line service, sales, IT maintenance, and digital content creation. Proven ability to master complex systems, troubleshoot technical issues, and translate detailed information into clear, actionable results. Skilled in supporting teams, assisting leadership, and managing workflows to maintain high performance and compliance standards. Strong background in working with specialized industries—including insurance, aviation, simulation software, and retail—while consistently delivering accuracy, efficiency, and exceptional service. Known for strong communication, problem solving, and the ability to quickly learn and apply new technologies across diverse environments. Work Experience

Insurance Professional

The Hartford Remote

February 2026 to Present

• Provide direct support to insurance agents and insureds by updating policies, processing endorsements, handling billing inquiries, and making requested changes with accuracy and efficiency.

• Work across multiple software systems to maintain up to date policy records and ensure seamless workflow between departments.

• Serve as a resource for other agents, offering guidance and assistance to help them complete their job duties effectively.

• Communicate essential information to upper management and underwriting, ensuring they have the data required for approvals, risk assessment, and operational decisions.

• Maintain a high level of customer service by addressing questions, resolving issues, and ensuring policyholders understand their coverage and billing details.

Graphic Designer

Magnitude 3, LLC Headland, AL

August 2016 to Present

• Create high quality textures for 3D models using Photoshop 2020, maintaining visual consistency and realism across assets.

• Troubleshoot and resolve a wide range of software issues by analyzing bug reports, replicating errors, and applying targeted fixes.

• Collaborate with aircraft manufacturers, pilots, and museum staff to obtain authoritative technical information on aircraft systems, engines, and performance characteristics.

• Convert complex technical data into organized XML spreadsheets for use within simulation software, ensuring accuracy and compatibility with program requirements.

• Support the development team by validating data, improving asset quality, and contributing to overall simulation realism.

Customer Service Representative and Technical Support Outdoor Network Call Center Albany, GA

May 2022 to December 2025

• Deliver customer service by reviewing orders, confirming tracking details, and ensuring timely and accurate order completion.

• Manage commercial customer accounts by processing orders, updating information, and maintaining records through proprietary company software.

• Research part availability and inventory levels using manufacturers’ websites to provide customers with accurate, up to date information.

• Provide technical support across phone, SMS, and email channels, resolving customer issues efficiently and professionally.

• Identify correct vehicle or motor parts by interpreting serial numbers and Vehicle Identification Numbers (VINs).

• Utilize technical diagrams and schematics to locate components and clearly relay part information to customers.

• Maintain a high level of product knowledge to guide customers toward the correct solutions and ensure a smooth service experience.

CSR - Customer Service Representative

Urgently RSA Headland, AL

March 2021 to May 2022

• Support Team Leads and Supervisors by assisting with operational tasks, special projects, and complex cases that contribute to meeting company performance standards.

• Act as a floor resource for agents by answering questions, providing guidance, and monitoring case progress to maintain accuracy and compliance.

• Manage incoming cases generated from customer and partner calls, ensuring each case is handled promptly and thoroughly.

• Schedule jobs and coordinate follow through to ensure tasks are completed within required timeframes.

• Monitor workflow and case queues to help maintain service levels and operational efficiency.

• Contribute to team performance by offering leadership support, sharing knowledge, and helping resolve escalated or challenging situations.

Web Administrator

Forbidden Diesel Performance Dothan, AL

January 2015 to March 2021

• Maintain and troubleshoot company computer systems and networking equipment to ensure reliable daily operations.

• Build and support buyer relationships by managing the company’s Facebook and Instagram presence, creating regular posts, and engaging with customers.

• Process customer orders over the phone using QuickBooks and PayPal, ensuring accurate entry and secure payment handling.

• Perform shipping and receiving duties using various logistics and inventory software platforms to track, package, and process orders efficiently.

• Create and edit product photos using Photoshop for use on the company website and online sales platforms, improving visual presentation and sales appeal.

• Support overall business operations by combining technical, administrative, and customer facing responsibilities. Sales and Web Sales

Sportsmans Outfitters Dothan, AL

March 2009 to January 2015

• Sell archery equipment and perform maintenance services to ensure proper function and customer satisfaction.

• Conduct firearm sales in compliance with federal regulations, completing and maintaining all required ATF and FBI documentation with accuracy.

• Manage phone and online sales of sporting goods, including listing products across multiple e commerce platforms.

• Prepare and edit product photos using Photoshop to enhance online presentation and improve sales visibility.

• Respond to customer questions and concerns over the phone, providing knowledgeable guidance on products and services.

• Perform floor sales duties by assisting walk in customers, recommending products, and ensuring a positive in store experience.

• Support overall store operations by combining sales, compliance, customer service, and digital merchandising responsibilities.

Line Service Manager

Dothan Jet Center, Alabama Aviation Center Dothan, AL April 2000 to December 2009

• Fuel turbine and reciprocating engine aircraft in accordance with safety protocols, operational procedures, and industry standards.

• Tow and position aircraft using tugs, ensuring safe ground handling and ramp operations.

• Maintain detailed fuel logs and documentation required for FAA monthly reviews and regulatory compliance.

• Supervise line service personnel by managing schedules, processing payroll, and overseeing daily workflow.

• Delegate tasks effectively to ensure smooth operations and maintain a productive, positive work environment.

• Foster strong working relationships across departments to support efficient communication and high quality service.

• Contribute to overall airport or FBO operations by combining technical expertise, regulatory awareness, and team leadership.

Education

Avionics (Some college)

Alabama Aviation Ozark, AL

Avionics (Not Finished)

Alabama Aviation Ozark, AL

2003 to 2004

High school diploma

Abeka Home School Pensacola, FL

1992 to 1997

Trade school

Skills

Microsoft Excel Software support Phone triage Ubuntu Time management Technical documentation Customer engagement Google Sheets HubSpot Problem-solving Zoom Operating systems Email Support Multi-line phone systems Photoshop Sales Spanish Order placement Mentoring Computer literacy Research English Office experience Desktop support Customer support ticket management Order processing Organizational skills Microsoft Powerpoint Microsoft Outlook Google Docs Microsoft Word Zendesk Outbound calling Proofreading Google Suite Mobile devices Technology sales Clerical experience Adobe Photoshop Sales experience within tech Network Support Windows Adobe Acrobat Basic math Quality control Customer Service Multilingual Phone communication Hardware support Software troubleshooting Equipment troubleshooting QuickBooks Online Computer hardware Android Technical troubleshooting support Active Directory management Client interaction via phone calls Computer operation Software Troubleshooting Attention to detail Microsoft Outlook Calendar Supervising experience Written communication Negotiation Work ethic Administrative experience Filing Adult education Multitasking Phone call management VoIP Training & development Graphic design Simulation systems Phone etiquette Sales Experience Phone customer support Microsoft Office Social media management Order entry Microsoft Access Slack Quality assurance Communication skills Analysis skills Handling customer inquiries Systems & applications support Client communication Bluetooth IT support 5G Front desk Adaptability OEM TeamViewer Outbound sales Crisis management Tutoring Technical Proficiency Technical support - Technical support experience (More than 20 years) Live chat Management Salesforce Cloud Skype VPN TCP/IP Bilingual Customer inquiry handling HIPAA Remote (as sales environment) Active Directory Order management system Translation Search engines Data entry Help desk Remote access software POS Customer relationship management Schematics Interpersonal skills Editing Working with high schoolers Cleaning Google Drive Customer support Grammar Experience Typing Non-disclosure agreements

(NDAs) Diabetes care Customer communication Assembly Interpretation Microsoft Teams Telecommunication Salesforce CRM system proficiency Productivity software Ability to follow instructions Data visualization Customer service Industrial equipment Leadership Payment processing Word processing Patient interaction Technical sales Graphic Design Teaching Computer networking Network protocols Clear language communication AI Computer skills Fluent in Spanish (Written and Spoken) Writing skills Remote technical support Languages

Spanish - Fluent

Bilingual

Certifications and Licenses

Certified Substitute Teacher through Kelly Services July 2017 to Present

MCSE Certified

January 2001 to August 2004

Microsoft Certified Solutions Expert (MCSE) Certification Took certification at Wallace Community College.

Driver's License

Additional Information

Authorized to work in the US for any employer

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