Joseph Wey
Elkton,MD
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
6
6
years of professional experience
Work History
IT Junior Support Specialist
Cecil County Government
11.2022 - Current
- Provided Tier 1 IT support for hardware and software, both locally and remotely.
- Troubleshot daily IT desktop issues for multiple departments and offices.
- Managed user accounts in Active Directory.
- Oversaw imaging, deployment, and asset management for replacement machines within budget.
- Collaborated with third-party vendors on various projects.
- Streamlined support procedures for quicker response times.
- Devised custom solutions for unique technical challenges faced by individual customers, increasing their overall satisfaction levels.
IT Service Desk Technician Level II
Cecil College
02.2021 - 11.2022
- Managed account access and product deployment in the Adobe Admin suite
- Deployed Mac systems for classrooms and individual users using Profile Manager and Intune.
- Offered Tier 1 IT support for hardware and software, both on-site and remotely
- Researched and resolved issues on various computer systems and databases
- Troubleshot daily IT desktop issues for multiple departments and offices
Digital Content Manager
Equity Fitness
01.2018 - 07.2021
- Produced high-quality marketing graphics using Adobe Suite.
- Oversaw external branding strategies for consistent messaging.
- Managed the production of short and long-form video content.
- Improved user engagement with interactive digital content.
- Captured stunning images by utilizing various lighting techniques and creative compositions.
IT Service Desk Technician Level I
Cecil College
07.2020 - 02.2021
- Consulted with users via telephone to understand and resolve technical issues
- Configured new employee workstations, including hardware, software, and peripherals
- Conducted hardware troubleshooting by disassembling computer systems
- Maintained a prompt response to customer service emails and utilized knowledge base for issue resolution.
- Enhanced equipment performance by conducting regular maintenance and troubleshooting tasks.
- Reduced downtime for machines through proactive identification and resolution of technical issues.
Computer Lab Proctor
Cecil College
09.2019 - 07.2020
- Assisted students with tech-related issues
- Ensured cleanliness and organization in the computer lab.
- Supported students with special needs by facilitating accommodations in accordance with institutional policies and guidelines.
Fitness Center Staff Member
Cecil College
01.2019 - 06.2020
- Welcomed guests and provided responsive service in person and over the phone.
- Collaborated with others to explore new marketing opportunities.
- Designed various digital and physical marketing materials.
- Enhanced gym atmosphere by maintaining a clean, organized, and welcoming workout environment.
Education
ASSOCIATE OF APPLIED SCIENCE IN DESIGN AND VISUAL COMMUNICATIONS -
Cecil College
North East, MD05.2020
Skills
- Failure Resolution
- Technical Assistance
- Customer Relationship Management
- Technical Troubleshooting
- Digital Asset Management
- Call Management
- Service Desk Operations
- Hardware maintenance
- Desktop support
Timeline
IT Junior Support Specialist
Cecil County Government
11.2022 - Current
IT Service Desk Technician Level II
Cecil College
02.2021 - 11.2022
IT Service Desk Technician Level I
Cecil College
07.2020 - 02.2021
Computer Lab Proctor
Cecil College
09.2019 - 07.2020
Fitness Center Staff Member
Cecil College
01.2019 - 06.2020
Digital Content Manager
Equity Fitness
01.2018 - 07.2021
ASSOCIATE OF APPLIED SCIENCE IN DESIGN AND VISUAL COMMUNICATIONS -
Cecil College
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