Joel Northam
Philadelphia,PA
Summary
Results-driven IT service professional with expertise in troubleshooting, technical support, and customer service. Focused on team collaboration and responsiveness to evolving needs. Experienced in managing IT incidents, delivering technical solutions, and optimizing system performance. Recognized for effective communication and strong problem-solving skills.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Producer
BT News
New York City, NY
01.2023 - Current
- Managed the full production lifecycle of daily and weekly news segments, from story pitching and research to scripting, video editing, and final posting or broadcast.
- Produced engaging news segments by collaborating with reporters and editors for timely content delivery.
- Managed production schedules to ensure efficient workflow and adherence to broadcast deadlines.
- Developed story ideas by researching current events and analyzing audience engagement metrics.
- Implemented process improvements that enhanced team collaboration and increased overall production efficiency.
- Led cross-functional meetings to align editorial vision with production capabilities and resource allocation.
IT Service Desk Analyst
Matillion
Denver, CO
01.2021 - 01.2023
- Managed and administered SaaS applications across extensive application estate.
- Drafted and published peer-reviewed documents in Matillion IT knowledge base (Confluence) to enhance team access to information.
- Deployed Microsoft Intune for all Windows users across estate
- Executed operating system upgrades across multiple devices to ensure optimal performance.
- AV install and support for advanced Zoom Room setups
- Conducted incident management and threat modeling using Rootly to identify and mitigate potential risks.
- Participated in SCRUM and change control ceremonies weekly
- Managed multiple tasks and tickets simultaneously, ensuring timely resolution and meeting SLAs
Level 2 IT Support Engineer
Davis, Polk & Wardwell, LLP
New York City, NY
01.2016 - 01.2020
- Delivered Level II IT support to litigation staff and external clients, ensuring timely resolution of technical issues.
- Created and managed tickets in HEAT ticketing system to track and prioritize IT support requests.
- Administered users and groups in Microsoft Azure Active Directory, facilitating secure access to resources.
- Troubleshot and resolved complex technical issues for end-users across various platforms.
- Provided advanced support for hardware, software, and network-related inquiries in a timely manner.
- Collaborated with cross-functional teams to enhance user experience and streamline IT processes.
Education
Bachelor of Science - Psychology
Shenandoah University
Winchester, VA01-2010
Skills
- Project creation and implementation
- SaaS application administration
- IAM security
- Role-based access control
- SSO management
- Directory services management
- Incident response
SOFTWARE
- Google Workspace
- Zoom
- Slack
- Jira
- Miro
- Asana
- Crowdstrike
- Jamf
- Okta
- Atlassian
- Microsoft Intune
- Azure Active Directory
Certification
- Certified ITIL V4
- Certified CompTIA A+
- Certified Google Workspace Administrator
Timeline
Producer
BT News
01.2023 - Current
IT Service Desk Analyst
Matillion
01.2021 - 01.2023
Level 2 IT Support Engineer
Davis, Polk & Wardwell, LLP
01.2016 - 01.2020
Bachelor of Science - Psychology
Shenandoah University