Open To Work
JOSHUA OCASIO
South Daytona Beach,FL
Summary
Positive, tech-savvy individual with talent for problem-solving and customer service, with over 3 years of experience in Tier 1 and Tier 2 technical support. Thorough understanding of computer systems and software applications, coupled with strong technical troubleshooting and communication skills. Committed to enhancing user experiences and resolving technical issues efficiently.
Overview
3
3
years of professional experience
2
2
years of post-secondary education
Work History
Help Desk Administrator
FoodPrep Solutions
10.2025 - Current
- Provide Tier 1 and Tier 2 technical support for end users via phone, email, and ticketing system
- Diagnose and resolve hardware, software, and connectivity issues
- Install, configure, and maintain workstations, printers, and peripherals
- Create and maintain SOP documentation
- Administer and maintain Windows servers ensuring high availability and performance.
- Manage Microsoft O365Admin environment
- Configure Conditional Access, MFA, and role-based access control
- Deploy and manage Intune policies for device compliance and security
- Support hybrid identity environments using Entra ID
- Manage SharePoint Online and OneDrive permissions and storage
- Assist with Microsoft 365 Migrations and manage onboarding and offboarding processes.
- Assist with password resets, user accounts, user access, and account setup in Microsoft O365 Admin.
- Manage Verizon business account, Fios and wireless
- Manage Apple Business and Verizon MDM configurations
- Manage Meraki
- Manage Eagle Eye Security System
- Manage and maintain Manage Engine ticketing system
- Update and clear SQL database tables
- Assist with new location standups (cabling, network configuration and security system standup)
Help Desk Admin
AMME Enterprises Consulting
10.2023 - 10.2025
- Manage Microsoft office suite applications and provide troubleshooting for any issues.
- Manage and maintain Azure Entra Environment
- Provide service updates to Azure VM systems
- Manage and maintain help desk ticketing system.
- Created and distributed monthly IT newsletters to communicate system updates, security reminders, and best practices for end users
- Created documentation and SOPs
- Implemented and maintained Microsoft Business Voice
- Network troubleshooting DNS, DHCP and VPN
- Created and maintaining security infrastructure (Phishing scenarios and scans)
- Manage onboarding and offboarding processes.
- Reduced repeat help desk inquiries by proactively educating users through written communications
- Assisted with password resets, user access, and account setup in Active Directory
Clinical Admin Coordinator Appeals
United HealthCare
09.2022 - 10.2025
- Processing prior authorization via phone, provider portal or fax, from providers which entails verifying ICD10 and CPT codes and knowing when to request specific modifiers (LT, RT, 50).
- Managed and processed insurance and administrative appeals in compliance with payer and regulatory requirements.
- Ensured patient and payer information was accurate and compliant with HIPAA regulations
- Reviewed medical records and supporting documentation to ensure completeness and accuracy
- Identified trends in denials and escalated recurring issues to leadership
- Assisting IT team with practical troubleshooting
- Developed strong communication and problem-solving skills transferable to IT support
- Assisted running ethernet cabling to new location drops
Education
No Degree - Accelerated Cybersecurity
Westchester Community College
New York, NYCertificate - Medical Billing and Coding
Westchester Community College
New York, NY 01.2008 - 01.2010
Skills
- Office Suite software
- Data entry
- Windows 10, 11, Server 2012
- Service Now
- TeamViewer
- Meraki Cisco
- MDM management
- Cybersecurity suite
- Physical networking
- Problem solving
- Customer service
- Attention to details
- Fluent in English and Spanish
Work Preference
Location Preference
RemoteTimeline
Help Desk Administrator
FoodPrep Solutions
10.2025 - Current
Help Desk Admin
AMME Enterprises Consulting
10.2023 - 10.2025
Clinical Admin Coordinator Appeals
United HealthCare
09.2022 - 10.2025
Certificate - Medical Billing and Coding
Westchester Community College
01.2008 - 01.2010
No Degree - Accelerated Cybersecurity
Westchester Community College