Joseph Wamalwa
Pittsburgh,PA
Summary
Results-driven IT Service Specialist known for productivity and efficient task completion. Specialize in network troubleshooting, software configuration, and cybersecurity measures. Excel in communication, problem-solving, and adaptability, ensuring seamless IT operations and user support.
Overview
6
6
years of professional experience
Work History
IT Service Specialist Tier III
Bridgeway
Pittsburg, PA
09.2024 - Current
- Performed preventive maintenance tasks such as patching, security updates.
- Facilitated communication between departments regarding IT issues or projects.
- Implemented new applications, services and upgrades as required by users.
- Configured Group Policy Objects to enforce organizational policies in the domain environment.
- Managed multiple projects simultaneously while ensuring deadlines were met.
- Maintained inventory records of all IT assets including hardware, software licenses.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Developed custom scripts and programs using scripting languages like PowerShell or Bash Shell Scripting in order to automate routine tasks.
- Managed Active Directory user accounts, groups, and computer objects.
- Deployed applications on cloud platforms such as Amazon Web Services, Microsoft Azure or Google Cloud Platform.
- Configured, monitored, and maintained cloud infrastructure such as virtual machines, networks, and storage.
- Configured network services such as DNS, DHCP, FTP, SSH, SMTP.
- Managed user accounts on the domain controller using Active Directory services and Group Policy Objects.
IT Support Specialist
Duquesne University
Pittsburgh, PA
08.2022 - 09.2023
- Managed the IT infrastructure in the department, including network and server hardware, security updates, OS patches, drivers, and BIOS flash
- Managed firewalls and updated virus protection software
- Set up network equipment like routers, switches, VPNS, and load balances
- Utilized Microsoft 365 daily
- Maintained a comprehensive inventory of hardware and software for all company servers, laptops, and mobile devices
- Assisted with setting up phone lines and internet phones services
- Provided technical assistance with computer hardware and software
- Resolved issues for staff via phone, in person, or electronically
- Assisted with Log bugs and enhancement requests using multiple ticketing systems including TeamDynamic
- Performed hardware and software installations, configurations, and updates as needed
- Created and maintain tips and tricks solutions for online databases and web site.
Loan Servicing Specialist
Truist Financial
Orlando, FL
10.2021 - 04.2022
- Provided recommendations on how to improve the loan process and trained the loan manager on the new system
- Coordinated with the credit department to ensure proper documentation of all loan fees
- Proactively reviewed and updated loan files from a variety of loans and products to ensure data accuracy
- Developed and implemented a new loan repayment tracking system that was integrated with the loan management system.
Remote Online Technical Specialist
PNC Bank/National City Bank
01.2020 - 08.2021
- Provide detailed technical support for online banking customer
- Created content for the company website to increase brand awareness and communicate with customers
- Performed inventory control to ensure accuracy of hardware, software, and security updates
- Actively tracked and reported all major vulnerabilities to ensure the company remained compliant.
Remote Customer Service Specialist
PNC Bank/National City Bank
06.2019 - 01.2020
- Contribute to high-level of customer satisfaction by constantly maintaining a friendly attitude
- Respond to all inquiries and requests in a timely manner
- Mastered answering inbound calls
- Researched and qualified 10 new clients in 3 months
- Utilized sales and marketing research techniques to determine the ideal approach to engage prospects over the phone and via email
- Expanded the bank's client base by 50% by introducing new services and programs
- Used an automated sales process with a customized script to increase client engagement by 75% over the previous year.
Sales Manager
Inspire Energy
Cleveland, Ohio
08.2018 - 09.2019
- Built rapport with clients by providing quality customer service and problem-solving
- Increased sales by 40% by implementing a new sales process and creating new sales materials
- Recruited and trained new employees each year
- Maintained an active prospecting and outreach schedule, making 200 calls per week
- Implemented a new sales training program for new and existing employees, increasing the average sales volume by 60%
- Reviewed and evaluated prospect data and lead generation techniques, resulting in 2 new sales opportunities.
Education
Associate of Arts - Business Administration
CCAC
Pittsburgh, PA05-2020
Some College (No Degree) - Cyber Security
CCAC
Pittsburgh, PASkills
- Customer Service
- CMR
- Problem-solving aptitude
- Negotiation
- Time Management
- Active Directory
- HTML
- Cybersecurity
- Microsoft 365
- Microsoft PowerShell
- Microsoft Azure
- System Integration
Timeline
IT Service Specialist Tier III
Bridgeway
09.2024 - Current
IT Support Specialist
Duquesne University
08.2022 - 09.2023
Loan Servicing Specialist
Truist Financial
10.2021 - 04.2022
Remote Online Technical Specialist
PNC Bank/National City Bank
01.2020 - 08.2021
Remote Customer Service Specialist
PNC Bank/National City Bank
06.2019 - 01.2020
Sales Manager
Inspire Energy
08.2018 - 09.2019
Associate of Arts - Business Administration
CCAC
Some College (No Degree) - Cyber Security
CCAC
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