It Support Technician

Joel Ross

Technical Support Specialist

TECHNICAL SKILLS

● Technical Support: Hardware and software troubleshooting, end-user support, technical issue resolution, customer service, and user training

● Windows Administration: Windows administration, Windows Active Directory, Windows Server maintenance, and backup and restoration

● Networking: WAN installation, network switches, wireless access points, network cabling, Wi-Fi management, and network troubleshooting

● Systems and Recovery: Ubuntu Linux, ZFS file system, server installation, backup and disaster recovery, and file restoration

● Support Tools: Zendesk ticketing system

● Additional Skills:Technical research, problem-solving, personnel supervision, and training

EXPERIENCE

Datto, Rochester NY - Blue (VIP) Tier 1 Technical Support Expert January 2019 - November 2020

● Provided technical support to customers by troubleshooting software, operating system, networking, and backup-related issues.

● Managed customer support requests through a phone queue and by using the Zendesk ticketing system, researching problems and working toward timely resolutions.

● Troubleshot failed system backups involving client-side networking issues, Windows errors, and Linux errors; identified product bugs and defects and performed file restorations.

● Built virtual environments and network configurations to demonstrate and test full-site failure and disaster recovery scenarios.

● Guided customers through device setup, product configuration, and recommended best practices.

● Selected to support exclusively VIP clients (+20,000 monthly revenue) based on strong technical skills and demonstrated customer service.

● Supported Datto backup, business continuity, and disaster recovery products.

● Worked extensively with Ubuntu Linux and the ZFS file system. Elim Bible Institute & College, Lima NY-

IT Work Study Student

September 2015 - May 2015

● Provided technical support to faculty, and staff, troubleshooting computer hardware, software, and connectivity issues.

● Assisted with computer setup, maintenance, and other day-to-day IT operations.

● Assisted in Active Directory and Gmail domain administration Systems & Network Administrator

May 2015 - December 2016

● Managed campus IT operations, including computer setup, hardware and software troubleshooting, maintenance, and end-user support including printers.

● Installed and helped implement a campus-wide WAN network, including wireless access points, network switches, cabling, and Wi-Fi management software.

● Administered Windows systems and Active Directory, managed Gmail domain administration, and maintained Windows servers.

● Supported server installation, computer hardware setup and assembly, and ongoing system maintenance.

● Maintained Windows Server backup and restoration processes to support data recovery.

● Programmed phone systems and coordinated phone system overhaul.

● Configuring, diagnosing, or troubleshooting network services.

● Documenting and Updating IT Department Manuel.

● Supervised and trained other IT personnel

WORK GAP

● Pursued independent video game development and gained foundational knowledge of C++ programming.

● Provided informal technical troubleshooting and assistance to individuals, friends, family, and church community members.

● Managed full-time household and caregiving responsibilities while serving as a part-time youth pastor.

● Between my time as Systems & Network Administrator & Technical Support Expert I had health problems.

EDUCATION

Elim Bible Institute & College, Lima NY- - A.A.S. Theology & Biblical Studies

September 2012 - May 2015

AWARDS

Nominated for Datto Beat May 2020 Excellent Customer Service Award

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