Joey Encarnacion
Las Vegas
Summary
Capable army veteran professional experienced in helping users correct problems with computer systems, mobile devices, and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems.
Overview
9
9
years of professional experience
Work History
Technical Support Analyst/Quality Control Specialist
Campaign Industries
Las Vegas
06.2022 - 02.2023
- Supported attorneys and staff with software, hardware, and network troubleshooting; served as primary contact for urgent IT escalations.
- Implemented user education on safe computing practices and application usage, improving IT request accuracy.
- Assisted with Office 365 rollout and provided support during firm-wide migration.
- Created internal guides to streamline ticket handling and reduce resolution times.
- Provided Tier 1 and Tier 2 support to 500+ end users in a professional services setting, achieving a 98% resolution rate.
- Resolved complex issues related to Microsoft Office (Word, Excel, Outlook), VPN access, printing, and networking across hybrid work environments.
- Delivered technical support via phone, email, and remote tools in a 24/7 rotational support structure.
- Documented incidents and solutions in Spiceworks Help desk ticketing system for future reference and compliance.
- Trained and onboarded new hires on standard IT practices and security protocols.
Transportation Management Coordinator
US Army
Hinesville
01.2014 - 03.2017
- Performed data entry tasks into various computer systems as needed.
- Analyzed logistics performance metrics to identify areas needing improvement.
- Collaborated with internal departments to resolve customer service issues related to shipment delays or discrepancies.
- Conducted research and analysis of market trends in the transportation industry.
- Maintained accurate records and documents related to transportation operations.
- Identified areas for improvement in operational processes and implemented solutions accordingly.
- Managed relationships with vendors, customers, suppliers, and other stakeholders.
Education
High School Diploma -
Asher College
Las Vegas12-2025
Skills
- Windows 10/11, Active Directory, Office 365
- Remote Desktop Tools (eg, TeamViewer, AnyDesk)
- Ticketing Systems (SpiceWorks Help Desk)
- Network Troubleshooting, Printers, VPN Configuration
- Mobile Device Management (MDM), Outlook Configuration
- Technical support
- Effective communication
- Online chat support
- Helpdesk & Technical Support
- Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
- IT Ticketing Systems & Documentation
- Client-Facing Communication
- Windows operating systems
- Problem Solving and Troubleshooting
- Remote Desktop Support
- A Core 1 Passed, Core 2 In Progress, Network In Progress, Security In Progress, May 30 Expected To Receive
- Powerpoint certified
- Service Desk Operations
- Hybrid Work Environments
- Deadline-Driven Execution
Languages
English
Professional
Spanish
Professional
Timeline
Technical Support Analyst/Quality Control Specialist
Campaign Industries
06.2022 - 02.2023
Transportation Management Coordinator
US Army
01.2014 - 03.2017
High School Diploma -
Asher College
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