Job Search Status
Open to workDesired start date: Immediately
Open To Work
Joseph Metellus
Ruskin,FL
Work Preference
Summary
Resourceful IT professional with over 5 years of experience delivering Tier 1 and Tier 2 technical support in diverse environments. Proven track record in troubleshooting hardware/software issues, managing Active Directory accounts, and enhancing user training for improved accessibility and satisfaction.
Overview
11
11
years of professional experience
Work History
System Administrator
S&ME
Tampa, Florida
08.2022 - Current
- Managed Active Directory accounts and conducted password resets, ensuring secure access for all users.
- Configured user accounts and managed access permissions effectively.
- Maintained and troubleshot desktops, laptops, and mobile devices in a corporate environment.
- Provided technical support to staff on hardware and software issues.
- Troubleshot application errors and provided technical support to end-users.
- Coordinated hardware upgrades and software rollouts across the company, improving system performance.
- Managed system upgrades and deployments across multiple platforms.
- Provided Tier 2 support to 1200+ employees across multiple offices, enhancing user satisfaction.
Help Desk Technician
The Walt Disney Company
01.2022 - 09.2022
- Diagnosed and resolved hardware, network, and software issues to maintain operational continuity in high-demand environments.
- Managed ticketing system to prioritize and track user requests, ensuring timely responses.
- Resolved user inquiries via phone, email, and chat channels to enhance user satisfaction.
- Delivered technical assistance to internal teams via phone, chat, and ticket system.
- Used remote tools (LogMeIn, TeamViewer) to assist end-users globally.
Tech Support Specialist
Asurion
09.2020 - 03.2022
- Achieved and maintained customer satisfaction rating above 95% through effective support.
- Resolved customer inquiries via phone and chat, ensuring timely solutions.
- Supported Android and iOS devices through live troubleshooting and step-by-step guidance.
- Resolved connectivity, backup, and sync issues for mobile and cloud services.
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
- Provided actionable feedback to enhance service processes and customer experience.
Sales Specialist
Batteries Plus Bulbs
Bradenton, Florida
10.2018 - 08.2020
- Demonstrated product features and benefits, leading to enhanced customer engagement and informed purchasing decisions.
- Assisted customers in selecting products and services tailored to their needs.
- Educated customers on home entertainment and mobile solutions, improving product understanding and satisfaction.
- Provided product demos and post-purchase technical assistance.
- Resolved customer inquiries and issues promptly, ensuring customer satisfaction and loyalty.
- Collaborated with team members to maintain store presentation and inventory levels.
- Participated in training programs to stay updated on product knowledge and sales techniques.
Product Advisor
Microsoft Store
05.2015 - 05.2017
- Advised customers on tailored software and hardware solutions, enhancing personal and business productivity.
- Assisted customers in selecting optimal products, aligning choices with their specific needs.
- Guided customers through seamless Windows PC setups, Office 365 integration, and effective device troubleshooting.
- Educated customers on Microsoft services, ensuring understanding of product benefits.
- Demonstrated product features through engaging presentations and hands-on experiences.
Education
Associate of Applied Science - Network and System Administration
Southern Technical College
Tampa, FL01-2022
High School Diploma -
Morrow High School
Morrow, GA05-2002
Skills
- Operating systems
- Networking protocols
- Hardware support
- Software support
- Technical support
- Ticketing system management
- Remote assistance tools
- User support management
- User account configuration
- Device configuration
- Diagnosing issues
- Problem solving
- IT tools
- Time management
- Effective communication
- Customer service skills
- IT documentation
Core Technical Skills
Windows 10/11, macOS, iOS, Android, TCP/IP, DNS, DHCP, VPN setup & troubleshooting, Active Directory, Microsoft 365 Admin, TeamViewer, LogMeIn, Zoom, Jira, ServiceNow, PC setup, imaging, component replacement, printer configuration, Microsoft Office, Outlook, antivirus tools, remote desktop apps, Clear communication, patience, user education, ticket management
Timeline
System Administrator
S&ME
08.2022 - Current
Help Desk Technician
The Walt Disney Company
01.2022 - 09.2022
Tech Support Specialist
Asurion
09.2020 - 03.2022
Sales Specialist
Batteries Plus Bulbs
10.2018 - 08.2020
Product Advisor
Microsoft Store
05.2015 - 05.2017
Associate of Applied Science - Network and System Administration
Southern Technical College
High School Diploma -
Morrow High School