Job Search Status
Open to workDesired start date: Immediately
Open To Work
Joshua Baker-Rawlinson
San Antonio,Texas
Work Preference
Summary
Detail-oriented IT and customer support professional with expertise in technical troubleshooting and system navigation. Recognized for structured problem-solving and effective communication skills. Committed to enhancing user satisfaction and maintaining service excellence through continuous learning and reliable support.
Overview
8
8
years of professional experience
Work History
Retirement Financial Processor
Capital Group
San Antonio, TX
08.2025 - Current
- Processed retirement plan transactions accurately, ensuring data integrity in financial systems and administrative tools.
- Reviewed and reconciled participant information to resolve discrepancies and maintain compliance with regulatory requirements.
- Communicated with participants and financial institutions to provide guidance, troubleshoot account issues, and facilitate timely resolutions.
Pet Hotel Associate
PetSmart
San Antonio, TX
06.2024 - 01.2025
- Monitored pet activity and safety to ensure well-being and foster trust with team members and customers.
- Documented pet behavior and needs accurately to enhance service quality and provide timely updates to customers.
- Maintained clean, safe, and organized environment by applying structured routines and effective problem-solving.
Call Center Agent
Best Buy Health
San Antonio, TX
08.2023 - 06.2024
- Managed high-volume inbound/outbound calls to provide technical support, troubleshoot device issues, and assist customers with system navigation, enhancing overall customer experience.
- Resolved software and hardware concerns through guided steps and de-escalation, leading to improved customer satisfaction and issue resolution.
- Assisted customers with inquiries regarding health products and services.
- Managed incoming calls, providing timely and accurate information to clients.
- Documented customer interactions in the CRM system for tracking purposes.
Sales / Appointment Setter
Same Day Water Heaters
Houston, TX
03.2020 - 07.2023
- Scheduled appointments for water heater installations and repairs, ensuring timely service delivery for customers.
- Utilized CRM software to manage customer information and appointment details efficiently.
- Handled customer inquiries, offering precise information about products and services to facilitate informed decision-making.
- Maintained records of customer interactions to support follow-up communications and service quality.
- Developed rapport with clients, contributing to increased customer satisfaction during initial contacts.
- Assisted in training new staff on appointment setting protocols and best practices.
Aviation Boatswain's Mate (ABE2)
US Navy
USS Abraham Lincoln (CVN-72), VA
06.2018 - 07.2020
- Coordinated launch and recovery of aircraft during flight operations.
- Adhered to safety protocols when launching, operating and landing large marine craft to protect crew, equipment and vessels.
- Inspected and maintained ground equipment to ensure operational readiness.
- Trained junior personnel in safety procedures and operational protocols.
- Conducted training drills to enhance team performance in emergency situations.
- Managed inventory of aviation support equipment and supplies on board ships.
- Inspected equipment and completed basic repairs to maintain safety and efficiency of each trip.
Education
Tech Fundamentals -
NPower
San Antonio, TX06-2025
High School Diploma -
Middle College At NC A&T
Greensboro, NC05-2017
Skills
- Retirement administration systems
- CRM platforms
- Call center support
- Incident management
- Ticketing system
- Ticket documentation
- Workflow management tools
- Workflow tracking
- Documentation
- Basic ITSM processes
- Microsoft technologies
- Linux fundamentals
- TCP/IP
- Workflow tools
- Cisco tools
- Ticket resolution
- Device setup
- System navigation
- ITSM processes
Projects
- Technical Troubleshooting Practice Lab, Completed hands-on exercises in NPower's Technical Fundamentals program, performing hardware disassembly, basic system configuration, Linux command-line navigation, and troubleshooting simulations.
- Customer Support & Issue Resolution Project, Provided live technical assistance in a call-center environment by diagnosing software and hardware issues, guiding users through step-by-step resolutions, and documenting cases accurately for continuity.
- Data Accuracy & Systems Processing Workflow, Supported retirement account processing by reviewing participant data, updating financial systems, and resolving discrepancies through structured investigation and communication with stakeholders.
Certifications And Skills
CompTIA A+, CompTIA IT Fundamentals+ (Tech+), Google IT Support Certificate, Google Cybersecurity Certificate, Adobe Graphic Designer Certificate, Hardware/software diagnostics, Device setup, System navigation, Call center support, Ticket documentation, Linux fundamentals, TCP/IP, OSI Model, Microsoft technologies, Cisco tools, AWS cloud concepts, CRM platforms, Retirement administration systems, Workflow management tools, 1 year, Incident management, Ticket creation and resolution, Workflow tracking, Documentation, Basic ITSM processes
Timeline
Retirement Financial Processor
Capital Group
08.2025 - Current
Pet Hotel Associate
PetSmart
06.2024 - 01.2025
Call Center Agent
Best Buy Health
08.2023 - 06.2024
Sales / Appointment Setter
Same Day Water Heaters
03.2020 - 07.2023
Aviation Boatswain's Mate (ABE2)
US Navy
06.2018 - 07.2020
Tech Fundamentals -
NPower
High School Diploma -
Middle College At NC A&T