Joseph Park

Stoughton,MA

Overview

years of professional experience

Comtech Telecommunication

Stoughton, MA

07.2016 - Current

Provide over the phone PC support for 911 call takers from multiple state including all of Massachusetts.
Troubleshoot network connectivity.
Remotely troubleshoot using Windows remote desktop tool and Microsoft remote assist.
Troubleshoot issues within Emergency Call Works Systems.
Research call flows with OCOM.
Utilized Active Directory to create/delete user accounts, allow user permissions, and password resets within different applications.
Create and rout tickets through Remedy.
Responsible for training new hires as well as creating training documentation.
Lead weekly vendor ticket review meeting as well as a bi-weekly customer ticket review for two of our customers.
Responsible for monitoring all tasks and events happening on second shift to make sure all are completed in a timely manner.
Lead the second shift to third shift nightly passdown call to make third shift aware of any outstanding troubles or maintenance that will carry over onto their shift.
Responsible for notification of any outages to the state and higher-level management within Comtech.
Responsible for making sure any trouble that could not be resolved by the NOC was correctly escalated to the appropriate engineering team in a timely fashion.

Milford Regional Medical Center

Milford, MA

09.2015 - 01.2022

Provide over the phone PC support for all Milford Regional Medical Center end users.
Troubleshoot network connectivity; including wifi and printers.
Remotely troubleshoot using Windows remote desktop tool.
Troubleshoot issues within Windows 7 Operating Systems.
Terminate orphaned Meditech sessions.
Utilized Active Directory to create/delete user accounts, allow user permissions, and password resets within different applications.
Created and routed tickets through Web Help Desk.

BJs Wholesale Club, Inc.

Westborough, MA

04.2012 - 09.2015

Provide troubleshooting support for POS systems and store PC support; over the phone and remotely utilizing Windows Remote Desktop.
Provide troubleshooting support for Corporate Office, Retail Stores, and Gas Stations.
Created and deleted mainframe accounts for new users, as well as allow user permissions.
Reset AS400 passwords and TJX passwords utilizing Active Directory.
Sent critical issue notifications and noted all critical issues in the shift change document.
Trained new Help Desk employees on all night shift tasks.
Took inbound calls from home office and club users and provided over the phone and remote support.
Troubleshooting and configuring within Citrix and Microsoft Outlook.
Follow up calls with end users and corporate office to ensure quality resolution.
Troubleshooting log-in issues within BJ’s applications.
Provided support for users accessing the network with secure ID token and connection issues.
Utilized Magic Ticketing system to create and route tickets, as well as provide first call resolution.
Ordered new hardware for all club equipment i.e. registers, PC’s.
Set up service calls for register, printers, network connection, and telecommunication.
RSA token trouble resets and troubleshooting.
Responsible for making coordinating 2nd shift personnel to make sure tasks where completed.
Responsible for major outage notification and coordination with various teams who would need to troubleshoot to resolve the issue.

Comtech Telecommunication

07.2016 - Current

Milford Regional Medical Center

09.2015 - 01.2022

BJs Wholesale Club, Inc.

04.2012 - 09.2015