Summary
Overview
Work History
Education
Skills
Timeline
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Joseph Lowe

Little Elm,TX

Summary

Energetic Help Desk Analyst ready to undertake challenging technical support triage duties in demanding environments. Cognizant of when to go hands-on with issues and when to delegate support calls to appropriate personnel. Eager to apply personal technological expertise to support tasks and keen technical judgment to fast-paced personnel delegation. Agile and adaptable team leader with stellar Parts Management history, motivational approach and upbeat nature. Skilled in training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.

Overview

6
6
years of professional experience

Work History

Help Desk Analyst Tier 2

JFPG
Morrisville, NC
06.2020 - Current
  • I am responsible for resolving all support requests for our North Texas locations.
  • In order to meet SLAs I was required to update our ticketing system in real time.
  • I am the sole analyst for North Texas operations and as such I am required to be on-call 24/7.
  • My day to day activities include managing Azure/Office 365, our 4 Teams Rooms, resolving Security Alerts in Crowdstrike, resolving Sage 300 Issues, resolving onboarding/offboarding, and attending meetings.
  • I was instrumental in implementing new software and hardware to improve workflow and productivity, and training end users.
  • I was solely responsible for maintaining our entire Infrastructure, including Vmware and their VDI Environment, Veeam Backups, Wyse Thin Clients and Sage 300 for about 75 onprem users and 50 field users.
  • I played an integral role in migrating 100+ users from one Office 365 Tenant to another tenant, while simultaneously managing a multi-site onprem to cloud phone migration
  • Received exceptional marks on my performance reviews for my relationship with end users, attention to detail, and response and resolution times.

Help Desk Analyst Tier 1

Caliber Collision
Lewisville, TX
06.2019 - 06.2020
  • Engaged end-users and answered questions via ticketing system and phone. Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution. Trained and supported end-users with software and hardware. My average survey satisfaction score is 96 percent
  • Provided on-call support for critical issues related to CCC One during afterhours
  • Explained technical information in clear terms to non-technical individuals to promote better understanding
  • Documented all transactions and support interactions in ticketing system
  • Configured new users in Office 365 and set up new Horizon desktops in our VDI platform. Configured users in our CCC One system
  • Was responsible for maintaining all virtual server infrastructure including patching, configuring and verifying backups. One of my primary tasks is to keep our VDI golden image current
  • Devised solutions to operations issues related to CCC One and Office 365 applications
  • On average I process 26 support requests daily for technical assistance on a wide range of issues related to LOB applications
  • I was the primary analyst for setting up all new stores in the North Texas region. I had to develop a project timeline for each location which included developing relationships with vendors, and was responsible for making sure it was online and ready prior to grand opening

Parts Manager

Service King
Lewisville, TX
02.2017 - 06.2019
  • Developed and implemented new procedures for improving inventory control and increasing productivity by modifying parts storage and organization. Controlled parts ordering and ensuring parts arrival in a timely manner in order to complete repairs with in the expected time frame
  • Trained team members in successful strategies to exceed operational and sales targets. Implemented new plans and procedures to increase productivity and profit.
  • Strengthened relationships with vendors to boost discounts and improve sales. Reduced expense spending by securing low-cost inventory for customers to drive increased sales and improve customer loyalty
  • Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences
  • Managing returns, controlling vendor accounts and keeping all invoicing and statements up to date

Assistant Manager

Sharkarosa Wildlife Ranch
Pilot Point, Texas
05.2016 - 01.2017
  • Managed opening and closing procedures to enhance the efficiency of daily tasks
  • Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies
  • Submitted reports to senior management to aid in business decision-making and planning
  • Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences
  • Assessed job applications and made hiring recommendations to bring in top candidates for key positions
  • Trained and coached all employees on effective upselling and customer service. Monitored employee performance and developed plans for improvement
  • Managed inventory control processes to restore back stock, control costs and maintain sales floor levels to meet customer needs
  • Applied customer feedback to develop process improvements and support long-term business needs

Education

High School Diploma -

Aubrey High School
Aubrey, TX
05.2017

Skills

  • Customer service expert
  • Technical issues analysis
  • Project organization
  • Relationship development
  • Problem resolution
  • Hardware and Software Repair
  • Highly Professional
  • Issue and Resolution Tracking
  • Friendly and Patient
  • Verbal and Written Communication
  • Multitasking and Prioritization
  • Resolving Problems and Incidents
  • Technical Troubleshooting
  • Attention to Detail
  • Time Management
  • Remote Technical Support
  • Positive and Upbeat
  • System Maintenance
  • Device Installation
  • System Configuration
  • Creative Issue Resolution
  • Hardware and Software Configuration
  • LAN and WAN Assessment
  • Help Desk Support
  • Analytical and Methodical
  • System Performance Assessment

Timeline

Help Desk Analyst Tier 2

JFPG
06.2020 - Current

Help Desk Analyst Tier 1

Caliber Collision
06.2019 - 06.2020

Parts Manager

Service King
02.2017 - 06.2019

Assistant Manager

Sharkarosa Wildlife Ranch
05.2016 - 01.2017

High School Diploma -

Aubrey High School

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Joseph Lowe