Joshua Allen
Auburn,CA
Summary
Results-oriented Lead Technical Support Engineer with over 5 years of proven expertise in providing exceptional technical assistance and leadership. Adept at managing complex technical issues, mentoring support teams, and delivering high-quality customer service. Demonstrated ability to troubleshoot and resolve intricate problems across diverse hardware and software environments. Proven track record of streamlining support processes, optimizing team performance, and exceeding customer expectations. Skilled in cultivating strong client relationships, leading cross-functional teams, and implementing innovative solutions to enhance overall operational efficiency. Seeking to bring extensive technical acumen and leadership experience to a dynamic organization committed to delivering unparalleled support and service excellence.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Lead Technical Support Engineer
Computereze
03.2022 - Current
- Spearheaded network monitoring and maintenance, ensuring optimal performance and security of systems.
- Implemented data protection services, safeguarding sensitive information and mitigating potential risks.
- Led server infrastructure installation and support, including successful deployment of Hyper-V VM servers for Domain Controller and Exchange on-premises servers.
- Orchestrated network planning and deployment strategies, optimizing connectivity and minimizing downtime.
- Planned and executed IP phone system deployments, enhancing communication capabilities.
- Provided end-user support for a diverse range of issues, demonstrating a commitment to resolving challenges promptly and effectively.
- Conducted training and education sessions for new employees, fostering a knowledgeable and efficient workforce.
- Managed billing and invoicing processes, ensuring accurate and timely Payment.
- Integrated legacy technologies with new systems, streamlining operations and enhancing overall efficiency.
- Offered emergency on-site support for a wide array of hardware/software issues, showcasing a proactive approach to problem resolution.
- Played a key role in new client acquisition and existing client retention through exemplary service delivery.
- Oversaw Active Directory (AD) policy management and user administration, ensuring a secure and well-organized IT environment.
- Successfully planned and deployed power failure redundancy projects, minimizing disruptions and ensuring business continuity.
- Managed Microsoft 365 administration and migration projects, facilitating seamless transitions to cloud-based solutions
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
Self Employed Contractor
Owner
01.2019 - Current
- Established a successful self-contracted IT business providing comprehensive services to various clients.
- Designed and implemented robust home and business networks, including the installation of networking cables for seamless connectivity.
- Executed virus removal and system cleanup procedures, restoring system integrity and enhancing performance.
- Specialized in cell phone data transfer and screen repair, offering solutions to address both hardware and software issues.
- Conducted hardware and software troubleshooting for desktop systems and laptop workstations, resolving issues promptly to minimize downtime.
- Provided expertise in wireless network setup and troubleshooting, ensuring reliable and secure connectivity.
- Facilitated hard drive data transfer and system upgrades, enhancing storage capacity and overall system performance.
- Conducted security system installation and setup, implementing measures to safeguard clients' premises.
Field Service Technician
Apex Systems
02.2021 - 03.2021
- Replace printers phones and other devices at client location
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Managed on-site and off-site installation, repair, maintenance, and test tasks.
- Reviewed technical documentation to complete equipment maintenance and repair.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
PC Support Technician
Doctor PC
12.2018 - 07.2019
- Software and hardware troubleshooting and repair for a multitude of issues, Maintaining customer satisfaction, Ordering parts
- Maintained office PCs, networks and mobile devices.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Performed troubleshooting and repaired peripheral devices such as printers, scanners and [Type].
- Configured systems according to prescribed software and hardware frameworks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Installed and configured operating systems and applications.
Field Service Engineer
Unisys Technical Services
01.2013 - 12.2015
- Performs on-site troubleshooting for computer hardware, Resolves issues in a timely manner, Monitors and records details of every service call, Tracks inventory of computer hardware
- Performed onsite installation, modification and maintenance of systems and equipment.
- Managed administrative tasks such as maintaining customer service logs and internal service records.
- Maintained tools and equipment, parts inventory and library of machine manuals.
- Facilitated communication between office personnel, subcontractors and customers.
Education
Technical High School -
High School Diploma -
Westfield Vocational Technical High School
Westfield, MA05.2012
Certificate -
Holyoke Community College
01.2010
Skills
- Desktop Support
- Pc Support
- Help Desk
- LAN
- Ticket Queue Software
- Software Troubleshooting
- Computer Networking
- Operating Systems
- Network Support
- Technical Support
- Computer Hardware
- Microsoft Windows
- Microsoft Windows Server
- Active Directory
- Network Monitoring
- Field Service
- IT Infrastructure Planning
- Network Engineering
- Remote Diagnostics
- Cloud Computing
- Cybersecurity Practices
- Advanced Troubleshooting
- System Integration
- Time Management
- Customer Support
- Training and Mentoring
- Hardware Diagnostics
- Network Administration
- Quality Assurance
- Project Management
Certification
CompTIA A+, Present
Personal Information
- Relocation: Anywhere
- Title: Field Service Engineer
Timeline
Lead Technical Support Engineer
Computereze
03.2022 - Current
Field Service Technician
Apex Systems
02.2021 - 03.2021
Self Employed Contractor
Owner
01.2019 - Current
PC Support Technician
Doctor PC
12.2018 - 07.2019
Field Service Engineer
Unisys Technical Services
01.2013 - 12.2015
Technical High School -
High School Diploma -
Westfield Vocational Technical High School
Certificate -
Holyoke Community College