Joseph Anderson
Clarksville,Tn
Summary
Results-oriented Desktop Support Engineer with superior problem-solving and critical thinking skills, as well as meticulous attention to detail and methodical nature. Skilled in tackling problems in unique ways to develop innovative solutions. Consistently recognized by superiors and peers for knowledge and expertise.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Helpdesk Tier 2 desktop support
Computer Task Group
02.2024 - Current
- Install, Maintain, and configure computers and related equipment on the network
- Deployed VM’s through the Azure Cloud
- Maintained the print server
- Solving complex issues that require detailed knowledge
- Troubleshooting
- Troubleshooting complex technical issues, such as workstation, networking, storage, and server issues
- Sysadmin activities
- Scheduling overnight backups, maintaining and installing the standard image for corporate devices, and providing updates for the incident and problem resolution in the ticketing system/knowledge bases
- Training Training users on proper use of hardware and software, and managing and training Tier 1 support technicians
- Exceeded service level agreements consistently by delivering prompt resolutions to client inquiries regarding software concerns or hardware malfunctions.
- Provided expert guidance to junior team members, fostering an environment of continuous learning and improvement.
- Improved system performance by troubleshooting, diagnosing, and resolving network connectivity problems.
- Contributed to the success of IT projects by providing subject matter expertise and technical support during planning, deployment, and maintenance phases.
- Reduced downtime for clients by providing prompt and efficient Tier 2 support for software and hardware-related issues.
- Increased team productivity with effective collaboration on complex technical projects.
- Enhanced customer satisfaction by resolving complex technical issues in a timely manner.
- Minimized ticket escalation rates by proactively addressing recurring issues through root cause analysis and remediation efforts.
- Conducted remote diagnostics and repairs as needed, minimizing disruptions for clients experiencing technical difficulties outside business hours.
- Maintained high levels of customer satisfaction through clear communication, empathetic listening, and diligent problem-solving efforts.
- Participated in regular training sessions to stay updated on industry best practices and emerging technologies relevant to the role.
Information Technology Specialist
Trane Technologies
2018.08 - 2023.01
- Installed, configured, and maintained computers and related equipment on the network
- Troubleshoot computer issues and related equipment
- Configured computers and related equipment
- Troubleshot complex hardware and software issues for swift resolution, minimizing downtime for affected users.
- Set up network profiles, security permissions and file sharing systems.
- Ensured data security, implementing encryption measures and access controls for sensitive information.
- Enhanced system performance by implementing and maintaining hardware and software upgrades.
- Collaborated with cross-functional teams to develop seamless integration between disparate systems.
- Controlled and managed server room, wireless network, server infrastructure, audiovisual equipment, laptops and video conferencing equipment.
- Performed daily system monitoring, verifying integrity and availability of hardware, server resources, systems and key processes.
- Used ticketing systems to manage and process support actions and requests.
- Contributed to the continuous improvement of IT operations through process analysis, recommendations for change, and implementation of approved initiatives.
- Fostered a culture of innovation within the IT department leading to improved service delivery across all functions.
System Administrator
U.S. Air Force - F E Warren AFB, WY
02.2011 - 03.2013
- Monitored and troubleshot computers that were on non-secure and secure networks and maintained a 99.8% reliability rating for all networks
- Installed, maintained, and configured LAN, WAN Cisco Routers, switches, wireless routers, and encrypted data network
- Created daily logs of events which included system and network status
- Proficient in network backup, restoration, updating of hardware and software, and security of access to files
- Skilled in interfacing with other staff on installation, monitoring, and troubleshooting Windows-based computer
- Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
- Provisioned new software and hardware for use, following established security policies.
- Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
- Supported the implementation of new technologies by providing technical expertise and training to colleagues as needed.
- Managed onboarding and offboarding of employees.
- Collaborated with IT team to develop and implement comprehensive disaster recovery plans, ensuring minimal data loss during critical incidents.
- Enabled smooth transitions during hardware and software upgrades, minimizing disruptions to endusers.
- Completed reports detailing network and systems performance and downtime issues.
- Increased efficiency in the workplace by ensuring seamless integration of new applications into existing systems.
- Established effective communication channels between IT support staff and end-users, leading to improved issue resolution times overall.
- Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring.
- Established network specifications and analyzed workflow, access, information and security requirements.
- Monitored networks and network devices to resolve technical problems quickly.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Migrated data from legacy system to [Software] databases.
- Adopted cost-effective, useful solutions to implement into current systems.
Communication Section Chief
U.S. Army - Fort Hood, TX
05.2007 - 06.2010
- Installed, maintained, troubleshooted, and configured Windows-based computers and all IT assets for a squadron that consisted of 1500 people.
- Evaluated employee performance fairly, providing constructive feedback for continuous improvement efforts.
- Improved communication between sections, fostering a collaborative work environment.
- Enhanced team efficiency by implementing streamlined processes and procedures for daily operations.
- Developed strong relationships with external partners to ensure timely collaboration on projects.
- Boosted employee morale by developing a positive organizational culture focused on recognition and growth opportunities.
- Implemented training programs to enhance staff knowledge and skills, boosting overall performance levels.
- Managed resource allocation effectively, ensuring optimal use of personnel and equipment resources.
- Reduced overhead costs, identifying and eliminating unnecessary expenses in the department budget.
- Increased project completion rates with effective delegation and priority assignment.
- Transformed underperforming teams through strategic leadership and targeted performance improvement initiatives.
- Oversaw successful product launches, coordinating cross-functional teams to meet deadlines and objectives.
- Mentored junior staff members, providing guidance and support for professional development.
- Facilitated successful cross-departmental collaborations to achieve shared goals more efficiently.
- Ensured compliance with industry regulations, conducting regular audits and reviews of operational practices.
- Inventoried gear and supervised general use.
- Trained 25 personnel on System Admin procedures.
- Oversaw projects, equipment and manpower needs to properly allocate resources and training.
Education
Bachelor of Science - Information Technology And Networking
Devry University
Naperville, IL07.2028
No Degree - Computer Networking
New Horizons Computer Certifications
Nashville, TN06.2018
High School Diploma -
Carl Albert High School
Oklahoma City, OK05.1997
Skills
- Cisco Routers
- Active Directory
- Azure
- Remote Support
- Customer Support
- Software Installation
- Security Protocols
- ITIL Knowledge
- System Configuration
- Backup and recovery
- Network Administration
- Virtualization Technologies
- Troubleshooting skills
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved Virtual Machine's which led to End User being able to use VM's in their Labs.
- Achieved 100% by completing QR coding the desktops,laptops, printers and label makers with accuracy and efficiency.
- Army Commandation Medal for help Impletming Secure and Non Secure communication across Iraq.
- Army Commendation Medal for updating all 1st of the 9th Cavalry Squadron from windows XP to Windows 7 with 100% success rate
- Held an Active Security Clearence while Active Duty Army
Communication Skills And Knowledge
Worked on non-complex to very complex projects, Proficient in daily customer service and interactions, Experienced in written and verbal communication to subordinates and superiors, Experienced with Active Directory, Experienced with NetIQ, Experienced with ServiceNow
Certification
- Networking Plus March 2024
- CCNA In progress
- Security Plus August 2021
- Cloud Plus April 2024
- Linux Plus February 2024
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Helpdesk Tier 2 desktop support
Computer Task Group
02.2024 - Current
Information Technology Specialist
Trane Technologies
2018.08 - 2023.01
System Administrator
U.S. Air Force - F E Warren AFB, WY
02.2011 - 03.2013
Communication Section Chief
U.S. Army - Fort Hood, TX
05.2007 - 06.2010
Bachelor of Science - Information Technology And Networking
Devry University
No Degree - Computer Networking
New Horizons Computer Certifications
High School Diploma -
Carl Albert High School
- Networking Plus March 2024
- CCNA In progress
- Security Plus August 2021
- Cloud Plus April 2024
- Linux Plus February 2024
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