Open To Work
Joseph Sander
Martinsburg,WV
Work Preference
Summary
Dedicated Tier 3 Technical Support Engineer with expertise in technical support across diverse platforms, including Windows, Mac, Linux, Android, and iOS. Achieved high customer satisfaction through effective problem resolution and operational improvements, enhancing user satisfaction and productivity. Committed to mentoring team members and fostering collaboration while continuously expanding knowledge in cloud-based storage solutions and networking.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Tier 3 Technical Support Engineer
Synology
Reston, VA
04.2019 - 03.2026
- Installed and tested operating systems, applications, updates, patches, and service packs.
- Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
- Managed and tracked support requests using ticketing systems to ensure timely resolution.
- Assisted in the development of support processes to enhance customer satisfaction.
- Collaborated with developers to resolve recurrent faults.
- Analyzed system logs for potential problems or errors related to system performance or security threats.
- Created and updated documentation for troubleshooting and system configurations to support team efficiency.
- Enhanced system security measures to protect against unauthorized access and data breaches.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Executed root cause analysis to resolve complex technical problems, enhancing system reliability.
- Delivered remote support to users.
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
Tier 3 Technical Support Representative
The United States Senate
Washington, DC
05.2018 - 03.2019
- Provided comprehensive support for hardware and software used within Senate operations.
- Documented and tracked technical support requests in the Senate's ticketing system.
- Collaborated with departments to resolve customer inquiries in a timely manner.
- Adhered to established standards regarding incident management and escalation procedures.
- Investigated incidents and coordinated with departments for prompt resolution.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Provided remote assistance for technical issues using screen sharing and control tools.
Senior Support Engineer
Witopia
Reston, Virginia
03.2010 - 05.2018
- Provided technical support to clients for VPN and security solutions.
- Guided customers through product installations and configurations effectively.
- Utilized advanced technical expertise to improve support processes and streamline customer service actions.
- Developed troubleshooting guides to streamline resolution of common customer inquiries and issues.
- Created detailed technical documentation to standardize troubleshooting processes and improve support efficiency.
- Developed and maintained detailed documentation of common issues and solutions to enhance knowledge base.
- Supported server infrastructure including Windows, Linux servers running in physical, virtual environments.
- Configured and maintained network devices, including routers, switches, and firewalls.
- Trained junior support staff on best practices, enhancing team capability and service quality.
- Responded promptly to emergency incidents requiring immediate attention.
- Managed multiple projects simultaneously while providing excellent customer service.
Education
High School Diploma -
Park View High School
Sterling, VA06-1999
Skills
- Technical support
- Network troubleshooting
- Technical troubleshooting
- System administration
- Incident management
- VPN configuration
- Remote support
- Windows OS support
- Windows servers
- Firewall installation
- Backup and recovery
- Disaster recovery planning
- Network configuration
- Network engineering
- Hardware integration
- Hardware configuration
- Application installations
- Software updates
- User training
- Process improvement
- Troubleshooting and diagnosis
- Root cause analysis
- Malfunction diagnosis
- Log analysis
- Service log management
- Ticket management
- Ticketing system management
- Ticket queue software
- Escalation support
- Support case resolution
- Customer support
- Customer service
- Customer success management
- Customer relationship management
- Customer support strategy
- Team collaboration
- Teamwork and collaboration
- Training and mentoring
- Project management
- Strategic planning
- Analytical thinking
- Critical thinking
- Problem solving
- Effective communication
- Time management
- Continuous improvement
- Data analysis
- Web technologies
- Diagnostic techniques
- Debugging techniques
- Computer security
- IT infrastructure planning
- Service calls
- Remote assistance
- Hardware upgrades
- System configuration changing
- Product recommendations
- Malfunction diagnosis
- Network configuration
- Network engineering
- Support system management
- Customer service
- Log analysis
- Network administration
- Hardware upgrades
- Troubleshooting and diagnosis
- Software debugging
- IT infrastructure planning
Affiliations
- Donation of time and IT Support to the Asthma and Allergy Network
- Volunteer for the Foundation for Suicide Prevention
Languages
english
Full Professional
Spanish
Limited
Certification
- LPIC-1 Certification from the Linux Professional Instituste, 2023
- LPIC-2 Certification from the Linux PRofessional Institute, 2024
- Google Support IT Professional Certification from Google, 2022
- MCP Certification from Microsoft, 2010
- A+ Certification from CompTia, 2008
Timeline
Tier 3 Technical Support Engineer
Synology
04.2019 - 03.2026
Tier 3 Technical Support Representative
The United States Senate
05.2018 - 03.2019
Senior Support Engineer
Witopia
03.2010 - 05.2018
High School Diploma -
Park View High School