Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Joseph Edmonds

Joseph Edmonds

Columbus,Ohio

Summary

Dynamic IT professional with a knack for keeping networks and systems running. As the go-to onsite IT support at Westlake I tackle hardware, software, and network challenges with hands-on expertise, teaming up daily with networking personnel to ensure everything operates at peak performance. Using tools like SCCM and Lansweeper, I manage software licenses and assets with precision, while independently juggling tasks across multiple sites to deliver top-notch service. With a solid background at Abercrombie & Fitch, The Ohio State University, ADS , and Spectrum, I bring a practical, get-it-done approach to troubleshooting, customer service, and process improvement. Currently pursuing a Bachelor’s in Cybersecurity and Information Assurance at Western Governors University Expected (class of 2027), I’m driven to level up my skills and make a real impact in IT and network security

Overview

8
8
years of professional experience
1
1
Certification

Work History

Level 2 Analyst

Westlake Chemical
10.2023 - Current
  • Diagnosed and resolved complex hardware, software, and networking issues as the primary onsite resource, collaborating daily with networking teams to ensure system integrity and optimal performance across all sites.
  • Provided exclusive onsite IT support for six plants, managing desktop/notebook configurations, peripheral maintenance, and advanced troubleshooting for issues unresolved by the IT Help Desk.
  • Autonomously prioritized and managed daily IT tasks across multiple locations, ensuring timely resolution of service requests while maintaining high customer satisfaction.
  • Administered SCCM and Lan sweeper to maintain software license management and asset allocation records, ensuring compliance and efficient resource tracking.
  • Deployed application packages via SCCM, streamlining software updates and ensuring system compatibility across all sites.
  • Delivered customer-centric service by providing timely, high-quality communication, logging all actions in IT work orders, and maintaining professionalism in all interactions.
  • Owned and resolved second-level support service requests, escalating to higher tiers when necessary while meeting IT Customer Services’ performance metrics.
  • Recommended process enhancements to supervisors, plant managers, C suite level on technical issues and emerging technologies, leveraging strong networking expertise to drive informed decision-making.

Desktop Support Engineer

Advanced Drainage Systems
10.2022 - 05.2023
  • Installed new or upgraded hardware and software and coordinated installation and follow-up with users to achieve customer satisfaction.
  • Troubleshoot potential problems and eliminate them before issues escalate or cascade.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Performed root cause analysis and general troubleshooting.
  • Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices.

Desktop Support Analyst

The Ohio State University
02.2022 - 10.2022
  • Maintained, analyzed, troubleshot and repaired computer systems, hardware and computer peripherals.
  • Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, mobile devices, applications and peripheral equipment.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Created and administered profiles and accounts, also maintaining systems documentation.
  • Prioritize, communicate, triage, and resolve issues in a timely manner.
  • Provide 2nd level technical support for incidents that cannot be resolved by the Service Desk; both in person and remotely.
  • Maintain asset and software inventory.
  • Image, configure, and deploy computers.
  • Deploy and troubleshoot software and hardware.
  • Log incidents in given ticketing system.
  • Provide support for IT project implementations and performs miscellaneous job-related duties as assigned.
  • Engage appropriate IT resources and teams to resolve incidents that are beyond the scope of their ability or responsibility.
  • Ability to analyze logs within multiple Microsoft applications to resolve user issues.
  • Support PC replacement programs and emergency exchanges.
  • Analyze and resolve VPN and MFA related issues.
  • Create and contribute to process improvement.

Senior IT Service Desk Specialist

Abercrombie And Fitch
04.2018 - 02.2022
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Entered service tickets into the incident tracking system to facilitate faster problem identification and resolution.
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
  • Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
  • Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews and sprint retrospectives.
  • Worked effectively with multiple Scrum teams both internally and off-shore.
  • Proactively identified and found ways to resolve issues to prevent distractions and keep projects on track.

Tier 3 Technical Support

Charter Spectrum
03.2017 - 04.2018
  • Provided updated product knowledge to customers.
  • Provided customer service, completed data entry for customer billing issues and inquiries.
  • Answered phone calls with regards to specific issues on customer account.
  • Applied product knowledge and problem-solving/troubleshooting skills, including decision making skills.
  • Assisted with password resets for customer account information.
  • Documented technical issues and resolutions using proprietary ticketing systems.

Education

Bachelor of Science - CyberSecurity And Information Assurance

Western Governors University
Millcreek, UT
10-2027

CompTia A+ Certification - CompTia A+ Certification

PerScholas
Columbus, OH
11.2016

High School Diploma - undefined

Walnut Ridge HS
Columbus, OH
06.2015

Skills

  • Advanced Desktop Support
  • Help Desk Operations
  • Network Troubleshooting
  • Endpoint Management
  • Remote Desktop Support
  • Incident Management
  • Network Security Fundamentals
  • Hardware Diagnostics
  • Software Installation and Configuration
  • User Account Management
  • VPN Troubleshooting
  • Patch Management
  • IT Asset Management
  • Cloud Service Support
  • Mobile Device Management
  • Network Performance Monitoring
  • Ticket Resolution
  • System Imaging
  • Firewall Configuration
  • Customer-Centric Service

Certification

  • Scrum Master, Scrum Alliance - March 2024- March 2026
  • Comptia A+, Comptia - April 2024 - April 2027
  • Comptia A+, Comptia - December 2016 - December 2019

Timeline

Level 2 Analyst

Westlake Chemical
10.2023 - Current

Desktop Support Engineer

Advanced Drainage Systems
10.2022 - 05.2023

Desktop Support Analyst

The Ohio State University
02.2022 - 10.2022

Senior IT Service Desk Specialist

Abercrombie And Fitch
04.2018 - 02.2022

Tier 3 Technical Support

Charter Spectrum
03.2017 - 04.2018

High School Diploma - undefined

Walnut Ridge HS

Bachelor of Science - CyberSecurity And Information Assurance

Western Governors University

CompTia A+ Certification - CompTia A+ Certification

PerScholas

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