Joseph Wilson

• Provide IT support to corporate office, Training Facility, and Stadium of the Houston Dynamo
• AD utilizing Azure Active Directory and Windows Active Directory Tool
• O365 email, group membership
• Permissions
• Management of Extreme switches, Vlan configuration, port assignment, Ip configuration, updates, etc
• Monitoring of Access Points, network devices
• Use of Kaseya for remote management and troubleshooting
• Focused on first time resolution, for Windows and MacOS devices via Microsoft inTune for Windows device and Mosyle MDM for MacOS devices
• Installation of Teams video conferencing systems, and SureConnect Broadcast system
• Ensuring network connectivity for TV broadcast and sideline equipment
• Network troubleshooting and break fixes during Shell Energy stadium games and other events
• Project management in dealing with vendors and coordinating service calls and overseeing completion of projects at the Houston Dynamo facilities.
• Enhanced client satisfaction by promptly addressing and resolving technical issues.
• Streamlined support processes for increased efficiency and reduced response times.

• Provides general IT support to IT department and Company's customers
• Assists with data backup/restore using Microsoft SharePoint
• Create new, delete users, manage user/group permissions in Active Directory utilizing Azure Active Directory and Windows Active Directory Tool
• O365 Account creation and management
• Management of shared inboxes, groups, distribution lists
• Configuration of rules for incoming and outgoing email
• Use of LogMeIn Remote desktop management for updating desktops, and laptops
• Windows Remote Desktop for managing Server updates
• Management of DHCP and DNS servers, maintaining security and OS updates
• Installation of video conferencing systems, Windows cast, Teams video conferencing systems, and SureConnect Broadcast system.
• Improved network efficiency by optimizing configurations and implementing necessary updates.
• Reduced system downtime by proactively monitoring and addressing potential issues in a timely manner.

• Create AD users and set permissions per individual users and groups
• Inventory and user issue and return tracking using the Snipe-IT platform
• Imaging of laptops, upgrades, and management of Window and security updates
• Printer installation and firmware updates
• MDM of iPad, iPhone, devices using Workspace One Cloud Management
• Resolve issues with software, network, and data problems, including installing and implementing software
• Database recovery, backup and restore using Microsoft SQL
• Configure email accounts for users in Microsoft 365.
• Skilled at working independently and collaboratively in a team environment.
• Self-motivated, with a strong sense of personal responsibility.

Senior Technical Support Engineer (May 2017 – September 2020)

• Assist in all escalations from Tech Support Engineers or from Management.
• Provide technical training seminars from end users to administrators on location and/or remotely for Video Insight/ Panasonic clients.
• Developed training sessions, tools, guidelines and programs for users and internal staff.
• Enhanced software performance by identifying

bottlenecks and optimizing code.

• Streamlined team collaboration for efficient project delivery through Agile methodologies.
• Championed best practices in software development, fostering a culture of excellence within the team.

Technical Support Engineer (Jan 2015 - May 2016)

• Resolve issues with software, network, and data problems, including installing and implementing software.
• Provide Clients with considerate, accurate, and detailed feedback in a timely manner while ensuring their understanding of the reasoning behind the issue and the strategy used to resolve and prevent issues with the software in the future.
• Database recovery, backup and restore using Microsoft SQL.
• Basic Microsoft SQL query writing skills to select and manipulate tables in the SQL database.
• Installing, upgrading, configuring, troubleshooting, repairing servers raid array, routers, firewalls, switches, PCs, Analog cameras, Network cameras, Access Control controllers/readers.
• Inspected equipment, assessed functionality and optimized controls.