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Joseph Sander
Senior Technical Support Engineer
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.
I Achieve high customer satisfaction through effective problem resolution and operational improvements. Committed to mentoring team members and fostering collaboration while continuously expanding my knowledgebase , looking forward to the next opportunity to be presented with new challenges and work with the latest technologies while also having the ability to showcase my current skills.
Overview
16
16
years of professional experience
5
5
IT Professional Certifications
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
- Senior IT Technical Support
- Effective Communication
- Stellar Customer Service
- Ticketing Systems
- Incident Management
- Ticket Management
- Customer Support Strategy
- Teamwork and Collaboration
- Process Improvement
- Advanced Troubleshooting and Diagnostics
- Analytical Thinking and Problem Solving
- Log Analysis
- Ticket ownership and Resolution
- Remote Support
- Documentation
- User Education and Training
- Training and Mentoring Support Engineers
- IT Infrastructure Planning
- Network Administration
- Network Engineering
- Network Configuration
- Network Troubleshooting
- System Administration
- Project Management
- Strategic Planning
- Time Management
- Hardware Configuration and Deployment
- Hardware and Software Troubleshooting and Diagnostics
- Root Cause Analysis
- Hardware and Software Repair
- Maintenance of Scheduled Backups
- Disaster Recovery Planning
- Preventative Maintenance
- Firewall Installation, Configuration, and Management
- Anti-Virus Installation, Configuration, and Management
- Virus Removal and Disaster Recovery
- Data Restoration
- Active Directory
- Network and Bandwidth Monitoring Applications
- Routing and Remote Acces
- PostgreSQL
- DNS Server
- DHCP Server
- IIS Server
- Microsoft Exchange
- Network Security
- Cloud Technologies
- SAAS
- Onboarding
- Asset Management and Inventory Control
- Purchasing
- Process Improvement
- Automation of Large or Complex Tasks
- Product Recommendations and Sales
- Leadership Qualities Necessary for Supervising and Leading Teams
- Knowledge of Data Center Infrastructure and Procedures
- Rack and Stack Servers
- Experience Running, Testing and Terminating network cables using a Fluke Tool
- Clear Technical Documentation Of All Work Performed as well as Settings and Configurations
- VPN Installation, Configuration, and Troubleshooting
- VPN Troubleshooting of connectivity or Throughput
- Site-to-Site VPN Configuration and Maintenance
- Ability to prioritize tasks to meet SLAs
- Installation, Maintenance and repair of Multi-Function (MFP) Printer/Scanner/Copy/Fax Machines
- Operating System, Software and Hardware Repair, Management, Maintenance, Updates and Upgrades
- Knowledge and Experience That Will Increase The Percentage of Network Up-Time In Turn Increasing the Company's Productivity
- Ability To Adapt To New Software and Hardware As They Are Developed and Implemented
- Ability To De-escalate Tense Encounters with Customers and Maintain Professionalism While Resolving Their Issues and Answering Questions
- Clear Documentation of Instructions, Best Practices and Troubleshooting Resources For Both End-Users and Engineers To Use As a Guide for Installations, Deployments, and Repair
- Contribution To Internal Company Documentation and Knowledgebase Related to Known-Issues/Limitations, Bugs, Bug Fixes, As Well As Installation, Configuration, and Troublesooting
- The Ability To Happily Work With All People and The Ability To Maintain Very High Customer Satisfaction
- A Hard Work Ethic and The Ability To Resolve Complex Issues Quickly in High-Stress Situations
- Strong Ability To Identify and Improve Upon Existing Processes Which Result In Faster Incident Resolution, and Higher Overall Customer/User Satisfaction
- Leadership Characteristics That Drive Initiatives and a Smooth Transitions To New Technology As Needed
- The Discipline Necessary To Work Alone and Un-supervised While Still Exceeding Expectations
- A Valuable Team Member Known For Adding Contribution to Team Discussions and Projects In Order To Achieve The Team's Common Goals And The First One To Volunteer To Lead Initiatives As a Team Leader
- 26 Years of Experience and Knowledge In The IT Industry Which Has Built Strong Problem Solving Skills
- Willingness To Work Over-Time When Needed And a Very Flexible Schedule Of Availability To Work
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