Josh Reden
Valley Center,CA
Summary
Information Technology Specialist experienced in offering clients easy-to-understand guidance and actionable advice. Analyzes data, supports security, organizes and classifies, maintains records and contributes to team efforts. Enthusiastic team player ready to contribute to company success.
Overview
7
7
years of professional experience
Work History
IT
Navy Reserve
08.2021 - Current
- Helped take part in a 16 day DOD large scale exercise with many individuals including high ranking military members on various technical issues.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
- Used ticketing systems to manage and process support actions and requests.
- Monitored systems in operation and quickly troubleshot errors.
- Configured hardware and granted system permissions to new employees.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Translated complex technical issues into digestible language for non-technical users.
- Promoted efficiency among departments with prompt resolution of system issues.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Managed high levels of call flow and responded to technical support needs.
Information Technology Specialist
Navy
03.2016 - 08.2021
- Worked 12hr rotating shifts supervising in a TS/SCI setting.
- Worked with classified materials on a daily basis while adhering to DOD COMSEC guidelines.
- Managed, troubleshot, and inventoried all COMSEC Equipment in SCIF as needed.
- Worked in a supervisory position over 4 individuals to maintain full operational readiness of our crypto and of our messaging applications DMDS and ISDS.
- Provided reliable and quick troubleshooting assistance to submarines at sea and in port.
- Escalated trouble tickets when needed and worked with BCA engineers to resolve issues.
- Set up network profiles, security permissions and file sharing systems.
- Controlled and managed server room, wireless network, server infrastructure, audiovisual equipment, laptops and video conferencing equipment.
- Performed daily system monitoring, verifying integrity and availability of hardware, server resources, systems and key processes.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
- Coached and trained end-users on functions, features and basic troubleshooting of software such as DMDS and ISDS.
- Attended regular client meetings to report project progress and address questions.
- Assisted with updating technical support best practices for use by team.
- Communicated regularly with customers concerning data exchange and technology integration.
- Drafted and distributed training manuals for devices used by various employees.
- Monitored systems in operation and quickly troubleshot errors.
- Configured hardware and granted system permissions to new employees.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Translated complex technical issues into digestible language for non-technical users.
- Promoted efficiency among departments with prompt resolution of system issues.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed high levels of call flow and responded to technical support needs.
Education
No Degree - CyberSecurity
Palomar College
Escondido, CAHigh School Diploma -
Valley Center High School
Valley Center, CA06.2015
Skills
- Client Correspondence
- Operating Procedures and Policies
- Operational Efficiency
- Customer Inquiries
- Root Cause Analysis
- Safety Adherence
- Inventory Accuracy
- Team Goals
- Compliance Adherence
- Team Member Development
- Training Junior Team Members
Timeline
IT
Navy Reserve
08.2021 - Current
Information Technology Specialist
Navy
03.2016 - 08.2021
No Degree - CyberSecurity
Palomar College
High School Diploma -
Valley Center High School
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