Joel Walker
Banning,California
Summary
A dedicated and enthusiastic Senior IT Support Specialist focused on providing far-reaching customer service, infrastructure support, team leadership, and Systems Administration. Quick to familiarize myself with the latest technologies and industry developments while demonstrating a logical and analytical approach to solving complex problems and managing time sensitive projects. Established as a capable problem solver that embraces learning new technologies and resolving complex issues. Possesses outstanding written and verbal communication skills and the ability to develop and maintain positive internal and external relationships.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Systems Engineer
Network Doctor
10.2022 - 02.2024
- Provide concierge-level support to resort staff and guest events
- Managed Windows 10 computers, Cisco Meraki infrastructure, Microsoft and Adobe products, Microsoft 365, telephony, mobile devices, Opera Cloud PMS, Lightspeed POS, Hikvision NVR, and Dormakaba security
- Implemented new POS system for Spa: Book4Time with interface to Opera.
IT Services Consultant
IT SERVICES CONSULTANT
01.2014 - 01.2022
- Delivery of in-depth technical support encompassing all related hardware and software
- Systems Administration including Office 365, Active Directory, MS Exchange and Server 2008, 2012 and 2016, VMware administration and Citrix XenApp published applications and desktops
- Anti-Virus and employee security best-practices implementation and administration
- Knowbe4.
Junior System Administrator
ACORN TECHNOLOGY SERVICES
01.2021 - 01.2021
- Provide top-tier remote support to various MSP clients including Windows 7 and 10 computers, and Remote connectivity support, Microsoft and Adobe products, Office 365, VPN, telephony, mobile devices, file restorations and permissions, Network connectivity, Server support and patching
- Provide onsite client support for escalated desktop issues, network connectivity, servers and related systems such as Datto backups, VMware hosts and SME discovery
- Maintenance performed on client servers, routers, switches and firewalls.
Senior Desktop and Network Support Analyst
REBOOT NETWORKS
01.2018 - 01.2021
- Provide top-tier remote support and administration to high-touch MSP clients including Windows-based and Apple computers, Microsoft and Adobe products, Windows 10, Office 365, VPN, telephony, mobile devices, file restorations and permissions, Network connectivity, Support and patching for Servers and network devices: Routers, Switches, Firewalls (Cisco, Fortinet, Juniper, and SonicWall)
- Configuration and deployment of new or replacement desktops, laptops and mobile devices
- Took ownership of additional responsibilities ensuring server backups are consistently tested for restoration integrity in addition to monthly server audits and maintenance.
Senior Desktop and Network Support Technician
FREEDOM MORTGAGE
01.2016 - 01.2017
- Oversite of desktop and laptop imaging deployment services for entire US Western region
- Hardware and software installations plus technical support for network and desktop equipment
- System Administration: Active Directory group policy and Amazon Workspace.
Technical Team Lead and Head of Special Projects
C.W. Driver
01.2005 - 01.2014
- Worked closely with Director of IT to ensure best practices for technical support operations, lead special projects, managed hardware procurement and licensing
- Took on System Administration duties during staff reduction supporting Dropbox, GSuite, Microsoft Server backups and restores, Active Directory Group Policy and Exchange administration
- Implemented and maintained company's first ITSM ticket system and trained IT staff for streamlined workflows improving team's performance and focus on customer satisfaction
- Helped resolve serious security breach issue through root cause isolation and implementing new anti-malware solution
- Achieved $40,000+ single year savings on Microsoft and Adobe licensing through remediation and contract revisions
- Improved computer deployment efficiency and stability by creating and maintaining new imaging procedures for all desktop, laptop and thin client devices running Windows XP, Windows 7 and Windows PE.
Education
High School Diploma -
Crown Point High School
Crown Point, IN05.1988
Skills
- In-Depth experience supporting and deploying Windows XP through Windows 11 Office 365 and prior releases Microsoft Server 2008 through Server 2019 Active Directory and Exchange Administration Azure Adobe Acrobat and Creative Suite applications
- Remote Support Tools (TeamViewer, RDP, VNC, LogMeIn, and ConnectWise Control)
- ITSM suites (ConnectWise, Zendesk, Autotask, and ManageEngine ServiceDesk)
- Connectivity support (TCP/IP, DHCP, DNS, VPN) via tools: Command Line, PRTG, Nagios, SysInternals, NetFlow Analyzer
- VoIP Administration (Ring Central, 8x8, NEC, and OnSip)
- MDM Administration: Microsoft 365, IBM MaaS360
- Enterprise Anti-Virus (Bitdefender, Symantec, McAfee, Malwarebytes, Trend Micro, and Vipre) Automation of computer imaging and software deployments (Microsoft Deployment Kit, Symantec Ghost, and Desktop Central)
- Server and workstation backups (Datto, Cloudberry MSP360, and Druva)
- Hardware: Dell, HP, Lenovo and Apple computers, laptops, and thin clients Dell and HP servers (towers and rackmounts) Cisco routers, switches and various makes and models of WiFi gateways and endpoints Juniper and SonicWall firewalls Various models of Android and iOS smartphones and tablets HP, Lexmark, Konica, Xerox, Brother, and Kyocera Printers and MFDs
Certification
- HDI Certified Support Center Analyst
- MCP - Windows Workstation
- MCP – OEM Manufacturing and Deployment for Windows 10
- Preparing for MCSA
Training
- Completed courses for Windows 7 and 8, Server 2008 R2, Server 2012 R2, Microsoft Excel, Outlook and Word, Citrix XenApp, ITIL / ITSM best practices via CBTNuggets.com - Employee training with C.W. Driver, 2011-2014
- Completed courses for Windows 10 Professional, Server 2016, Subnetting, Azure, and MD 101 Microsoft 365 Mobility and Security via Udemy.com - Employee training with C.W. Driver, 2017-2022
Timeline
Systems Engineer
Network Doctor
10.2022 - 02.2024
Junior System Administrator
ACORN TECHNOLOGY SERVICES
01.2021 - 01.2021
Senior Desktop and Network Support Analyst
REBOOT NETWORKS
01.2018 - 01.2021
Senior Desktop and Network Support Technician
FREEDOM MORTGAGE
01.2016 - 01.2017
IT Services Consultant
IT SERVICES CONSULTANT
01.2014 - 01.2022
Technical Team Lead and Head of Special Projects
C.W. Driver
01.2005 - 01.2014
High School Diploma -
Crown Point High School
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