Joseph Strickland
Millington,TN
Summary
Confident Service Desk Engineer experienced in helping users correct problems with computer systems, mobile devices and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone or on a team to successfully investigate and troubleshoot problems. Currently enrolled in Western Governors University, studying for Bachelors in Science, Cloud Computing.
Overview
7
7
years of professional experience
5
5
Certification
Work History
Service Desk Engineer
DivergeIT
Memphis, TN
03.2023 - Current
- Provided technical support to customers via telephone and email.
- Acted as an escalation point for more complex problems encountered by junior engineers working on customer issues.
- Configured computing, networking, and security systems within cloud environment.
- Resolved user account problems in Active Directory.
- Troubleshot hardware-related problems such as memory or disk errors on desktops and laptops.
- Responded to customer inquiries regarding hardware, software and network issues.
- Provided remote support for offsite locations using remote control tools.
- Documented troubleshooting steps taken during incident resolution process.
- Installed, configured and tested desktop computers, laptops and peripherals.
- Troubleshot complex problems with cloud computing systems and networks.
- Provided technical support to customers on cloud-based applications and products.
Computer Helpdesk Technician
Hope Credit Union
Memphis, TN
11.2022 - 03.2023
- Maintained an inventory of computer parts and equipment for repairs.
- Managed helpdesk tickets by prioritizing requests based on urgency.
- Assisted with the setup of new computers and user accounts.
- Installed, configured, maintained and troubleshot hardware, software and peripherals.
- Tested new products or upgrades prior to implementation in production environment.
- Configured printers, scanners, faxes and other peripheral devices.
- Provided technical assistance to computer users via phone and email.
- Responded to service requests from customers in a professional manner.
- Served as first point of contact for incoming technical service calls and emails.
Information Technology Specialist
United States Navy, USN
Norfolk, VA
12.2016 - 11.2022
- Troubleshot application errors and provided technical support to end-users.
- Created user accounts and managed access rights for users.
- Configured and maintained system hardware, software and network components.
- Deployed operating systems upgrades and security patching in accordance with IT policies.
- Set up user accounts, permissions and passwords and defined network policies and procedures.
- Maintained inventory of hardware assets including servers, laptops, desktops.
- Oversaw storage management, data migration, backups and drive replacements.
- Performed regular backups of critical data and documents.
- Installed, tested and evaluated new systems, applications and patches.
- Created configuration guides for deploying new desktops, laptops and mobile devices.
Education
Some College (No Degree) - Cloud Computing
Western Governors University
Salt Lake City, UTSkills
- Application Support
- System Administration
- Remote Support
- Mobile Device Management
- Virtualization Technologies
- Software Installation
Certification
- CompTIA Security+ ce Certification
- CompTIA Network+ ce Certification
- CompTIA A+ ce Certification
- Microsoft 365 Certified: MS-900 Fundamentals
- Microsoft Certified: AZ-900 Azure Fundamentals
Timeline
Service Desk Engineer
DivergeIT
03.2023 - Current
Computer Helpdesk Technician
Hope Credit Union
11.2022 - 03.2023
Information Technology Specialist
United States Navy, USN
12.2016 - 11.2022
Some College (No Degree) - Cloud Computing
Western Governors University