Joseph Lawton
I.T. Technician
Green Bay,WI
Summary
First-rate I.T. Technician with 10 years of experience offering outstanding support to users of various levels. Exceptional skills and knowledge with Windows and Mac desktop hardware and software. Established reputation as sharp technology expert when working with customers to identify and deploy solutions.
Overview
5
5
years of post-secondary education
10
10
years of professional experience
Work History
Client Services Specialist
Hospital Sisters Health System
Green Bay, WI
11.2016 - 08.2020
- Provided customers with I.T. Support for company hardware and software by phone, email, remote access, and in-person.
- Monitored trouble ticket and service request queues, prioritizing and working incoming issues as necessary, according to company policy and SLAs.
- Installing, troubleshooting and rolling out software upgrades.
- Troubleshooting, repairing, replacing PC hardware and associated peripherals, (printers, scanners, credit card readers, some medical equipment, etc).
- Supported users and equipment across 4 hospital and 50+ medical clinic locations.
- Coordinated and escalated issues to other I.T. teams when necessary.
I.T. Technician
Remote Operations Company
Green Bay, WI
05.2010 - 09.2016
- Streamlined client networks, providing high-level solutions to existing network complications and problems.
- Resolved incoming help desk tickets in a timely fashion, including prioritizing work, gathering information from end users, research, troubleshooting, and resolution.
- Took on escalated tickets and provided remediation to clients as needed.
- Worked with upper management to define company-wide processes for ticket flow, network documentation, client audits, project work, and client communication.
- Performed regular audits of client networks, providing recommendations for improvement.
- Provided proactive services, monitored and maintained client backups, patching, anti-virus, web and email filtering.
Education
Bachelor of Science - Computer Science
Northern Michigan University
Marquette, MI 09.1997 - 01.2001
Associate of Science - I.T. - Network Specialist
Northeast Wisconsin Technical College
Green Bay, WI 09.2009 - 05.2011
Skills
Windows 7, 8, 81, 10
OSX
IPhone
Android
PC Hardware Repair and Replace
Software Installation and Maintenance
Verbal and Written Communication
Customer Service
Timeline
Client Services Specialist
Hospital Sisters Health System
11.2016 - 08.2020
I.T. Technician
Remote Operations Company
05.2010 - 09.2016
Associate of Science - I.T. - Network Specialist
Northeast Wisconsin Technical College
09.2009 - 05.2011
Bachelor of Science - Computer Science
Northern Michigan University
09.1997 - 01.2001