Josh Smith
Pflugerville,TX
Summary
Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in IT environments and systems analysis.
Overview
11
11
years of professional experience
1
1
Certification
Work History
MaaS360 Support Specialist
IBM
11.2020 - Current
- Educate stakeholders on product use by breaking down in depth technical information for all levels of technical aptitude
- Coordinate between Customers, Technical Support, and Developers to work on Customer support issues
- Translate information from subject matter experts and developers to deliver comprehensive and actionable content to stakeholders
- Lead projects between customers and internal teams to implement MaaS360 platform features on internal customer systems
- Train new hires on internal processes and workflows for MaaS360 platform
- Use Jira and Trello to manage ongoing cases with our Development team to bring cases and projects to closure.
Windows 10 Specialist
IBM
07.2019 - 11.2020
- Volunteered to pioneer a new Agile Champion role to create and improve that stretch role for the Win 10 desk and push Agile processes in an Operations environment
- Agile Champion - Guide and lead my squad regarding Agile practices and projects to help grow and develop both themselves and the desk
- Collaborate on Newsletter development to deliver important information regarding Agile practices and projects to team of 60 people
- Lead training for fellow team mates on Agile processes and Desk processes
- Acted as subject matter expert for Windows 10 support.
Remote PC Support Technician
Pflugerville ISD.
01.2014 - 01.2019
- Acting as a Senior technician, mentor and guide teammates to develop their skills and help them integrate into the department
- Make recommendations to team and management regarding best practices and process improvements.
Education
Bachelor of Business Administration -
Texas State University
San Marcos, TX12.2008
Skills
- Agile
- Project Management
- Microsoft Suite
- Jira
- GSuite
- Trello
- Salesforce
- Troubleshooting
- Needs Analysis
- Customer Relationship Management
- Incident Management
Certification
- Certified Associate in Project Management (CAPM)
- Agile Explorer (IBM)
- CompTIA Project +
- Google Data Analytics
Timeline
MaaS360 Support Specialist
IBM
11.2020 - Current
Windows 10 Specialist
IBM
07.2019 - 11.2020
Remote PC Support Technician
Pflugerville ISD.
01.2014 - 01.2019
Bachelor of Business Administration -
Texas State University