Joseph Tamsen
Buffalo,NY
Summary
Business-minded IT professional with experience in support operations, process documentation, and cross-team coordination. Built workflow and functional documentation, gathered requirements, and improved business processes to support better service delivery.
Overview
12
12
years of professional experience
Work History
IT Service Line Support Specialist
The Bonadio Group
Buffalo, NY
09.2026 - Current
- Gathered business requirements to drive IT process improvements and system changes.
- Analyzed existing business processes to identify improvement areas and develop effective solutions.
- Built workflow, use case, and functional specification documentation for stakeholder review.
- Analyzed data fields and flagged gaps across business applications.
- Coordinated meetings with users, developers, and project teams to ensure alignment on deliverables.
- Reviewed process changes and updated business documentation for support teams.
- Prepared status notes for internal teams and client stakeholders.
- Updated project plans based on changing objectives, specifications, and staff availability.
- Assessed current business and technological resources to improve project plans.
IT Support Specialist II
The Bonadio Group
Buffalo, NY
09.2022 - 08.2026
- Trained and Developed Level 1 Support Staff.
- Supported Bonadio Group staff with workstation, email, and network troubleshooting, ensuring minimal downtime and effective issue resolution.
- Resolved help desk tickets using ServiceNow for accounting and audit teams.
- Resolved technical issues to enhance user experience and streamline problem resolution for end users.
- Guided employees through VPN, MFA, and remote access support.
- Reset passwords and managed user access across Microsoft 365 and Active Directory.
- Installed and configured laptops, printers, and peripheral devices for new employees.
- Developed training materials for users on how to use various IT systems.
- Managed user accounts and permissions across organization systems.
IT Support Specialist I
The Bonadio Group
Buffalo, NY
02.2021 - 08.2022
- Resolved help desk tickets via a service management system and email, ensuring timely support for user issues.
- Supported Bonadio Group staff with desktop, laptop, and mobile device issues.
- Installed software, updates, and security patches across workstations and firm devices.
- Executed troubleshooting procedures to resolve technical issues for users. and problem resolution to support end-user technical issues.
- Reviewed service requests to address IT difficulties, documenting and prioritizing tickets to enhance response effectiveness.
- Troubleshot printers, phones, and conference room technology for office teams.
- Assisted new hires with equipment setup, access requests, and account onboarding.
Dishwasher
The Buffalo Launch Club
Grand Island, NY
06.2016 - 01.2020
- Cleaned dishware using club sanitation procedures after each meal service., glassware, and silverware for Buffalo Launch Club dining service.
- Scrubbed pots, pans, and kitchen tools to maintain club sanitation standards.
- Loaded and unloaded dish machines during busy service periods.
- Sanitized workstations, sinks, and dish areas to ensure compliance with food safety regulations.
- Stocked clean dishes in designated areas to ensure availability for service, and utensils for servers and kitchen staff.
- Organized clean supplies in storage areas for efficient access by kitchen staff, kitchen, bar, and banquet areas.
- Restocked main kitchen areas with items from shelves, coolers, and freezers.
Midway Operator
Martin's Fantasy Island
Grand Island, NY
05.2014 - 09.2014
- Operated midway game booths across Martin's Fantasy Island amusement park.
- Inspected game equipment, identifying and reporting safety concerns to ensure safe operations.
- Monitored guest behavior, enforcing park safety guidelines to promote a secure environment.
- Explained game rules clearly to guests and families.
- Collected tickets and processed cash transactions, maintaining accurate financial records.
- Created a welcoming atmosphere by keeping game areas clean and organized. and organized prizes for daily operations.
Education
Bachelor of Science - Computer Information Technology Systems
University of Pittsburgh
Bradford12-2020
Skills
- User support
- Incident tracking
- User account management
- Process documentation
- Documentation and reporting
- Cross-team coordination
- Data compiling
- Operations optimization
- Failure resolution
- Escalation handling
- SLA compliance
- Needs assessment
- Customer management
- Relationship building
- Requirements gathering
Timeline
IT Service Line Support Specialist
The Bonadio Group
09.2026 - Current
IT Support Specialist II
The Bonadio Group
09.2022 - 08.2026
IT Support Specialist I
The Bonadio Group
02.2021 - 08.2022
Dishwasher
The Buffalo Launch Club
06.2016 - 01.2020
Midway Operator
Martin's Fantasy Island
05.2014 - 09.2014
Bachelor of Science - Computer Information Technology Systems
University of Pittsburgh