Josh Lapthorn
Cincinnati,OH
Summary
IT SPECIALIST | ENTERPRISE & INFRASTRUCTURE SUPPORT | LOGISTICS OPERATIONS EXPERIENCE
Public Trust Clearance
Versatile IT professional with expertise in Tier I–III support, enterprise infrastructure, and system administration, complemented by experience in logistics operations and client relationship management. Proven ability to support large user populations, deploy and maintain IT systems, resolve complex technical issues, and coordinate high-volume operational workflows. Known for improving system reliability, enhancing user satisfaction, and driving efficient service delivery across IT and logistics environments
Overview
7
7
years of professional experience
Work History
IT Specialist
Department Of Homeland Security, TSA
Cincinnati, OH
09.2024 - 2026
- Held Public Trust clearance, delivering enterprise-level IT support to 2,000+ users across multiple locations in a mission-critical environment.
- Served as primary support resource for TSA IT operations across the state of Kentucky, traveling to multiple airport locations and occasionally supporting out-of-state sites to resolve technical issues, equipment installs and maintain system availability
- Served as the primary on-site break/fix technician, diagnosing and resolving hardware, software, network, and peripheral issues to maintain operational uptime
- Provided Tier I–III technical support for federal inter-agency partners including USSS, CBP, FAA, and DoD, ensuring rapid incident resolution and service continuity.
- Installed, racked, and configured Cisco switches, routers, patch panels, servers, and security appliances supporting enterprise network infrastructure.
- Executed structured cabling installations including Cat6, single-mode fiber, and multi-mode fiber, enabling reliable connectivity for infrastructure expansions and site deployments.
- Supported infrastructure buildouts, production rollouts, and new site implementations, coordinating equipment deployment and system readiness.
- Administered Microsoft Exchange (mailboxes, security groups, distribution lists, delegation) and provided AV/VTC support while troubleshooting complex outages and implementing process improvements to reduce repeat incidents.
IT Support Specialist
Eli Lilly Pharmaceuticals
Cincinnati, OH
01.2022 - 04.2024
- Delivered Tier I–II enterprise IT support within a managed services environment, supporting end-user systems, mobile devices, and enterprise peripherals across multiple client environments.
- Diagnosed and resolved Windows, macOS, and Apple iOS system issues, including application failures, connectivity problems, and device performance incidents while maintaining SLA compliance.
- Provided remote administration and troubleshooting for endpoints and user systems using enterprise remote management tools.
- Managed incident and service request lifecycle in ServiceNow, including ticket prioritization, escalation, and resolution in a high-volume environment.
- Performed Active Directory user administration, including account provisioning, credential resets, and access control troubleshooting.
- Maintained 95% customer satisfaction by delivering timely technical resolutions, clear user communication, and proactive issue diagnosis using enterprise diagnostic tools.
Operations Supervisor
United Parcel Service, UPS
Walton, NY
09.2019 - 06.2021
- Managed day-to-day package handling operations of 10-25 employees providing guidance and leadership to ensure efficient workflow
- Trained, coached, and mentored team members to foster a highly productive work environment
- Assigned tasks according to individual abilities while motivating staff to reach goals within deadlines
- Ensured compliance with all safety regulations in the workplace to protect personnel and assets
- Developed processes for streamlining workflows that increased productivity
Senior Logistics Account Executive
Integrity Express Logistics
Cincinnati, OH
11.2016 - 03.2019
- Built and maintained strong customer relationships, securing repeat business and expanding client accounts.
- Coordinated time-sensitive shipments, optimizing routes and schedules to consistently meet cost and service targets.
- Managed carrier partnerships, negotiating competitive rates while ensuring on-time deliveries.
- Proactively monitored shipments, resolving delays and disruptions to maintain high customer satisfaction and operational continuity.
- Streamlined shipping documentation processes, including bills of lading and delivery confirmations, reducing errors and delays.
- Leveraged transportation management systems (TMS) and tracking tools to improve efficiency and support high-volume logistics operations.
Education
Bachelor of Science - Computer Software Development Candidate
Cincinnati State Technical And Community College
Cincinnati, OHSkills
- Transportation planning
- Negotiation expertise
- Shipment management
- Relationship building
- Tier I / II / III Technical Support
Hands-On Break/Fix & On-Site Support - Public Trust Cleared Environments
- Cisco Networking & Infrastructure
- IT Rack Builds & Cabling
- Cat6, Single-Mode & Multi-Mode Fiber
- Microsoft Exchange / Active Directory
- ServiceNow
- Incident & Problem Management
Timeline
IT Specialist
Department Of Homeland Security, TSA
09.2024 - 2026
IT Support Specialist
Eli Lilly Pharmaceuticals
01.2022 - 04.2024
Operations Supervisor
United Parcel Service, UPS
09.2019 - 06.2021
Senior Logistics Account Executive
Integrity Express Logistics
11.2016 - 03.2019
Bachelor of Science - Computer Software Development Candidate
Cincinnati State Technical And Community College