Joshua Berger
Glen Burnie,MD
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Help Desk Specialist
GDIT - Part Time
09.2023 - Current
- Provide Support to Junior Technicians
- Conduct QA of Tickets,
- Handle approximately 20 complex tickets waiting in queue to meet contract SLAs
- Train new Technicians,
- Identify Network, Software, Profile, and Hardware Issues
- Assisted in the Development of a Comprehensive Knowledge Base, Reducing Resolution Times for Common Issues.
Deskside Support Specialist
Prime Technical Services
05.2023 - Current
- Troubleshoot Various Network Errors
- Configure Printers
- Manage Microsoft Licenses Within DEPO
- Manage Government Apple products Through Apple Business
- Manage Government Mobile devices via Purebred
- Create and Manage User Accounts, Create Various SOPs to Include OneDrive Migration for User Base
- Troubleshoot Various Applications
- Training Soldiers on Helpdesk Procedures and Troubleshooting
- Trace Fiber Cables to Patch Panel and Identify Connected Ports
- Created the SOP for the Life Cycle of the Brigades computers
- Applied patches to workstations through SCCM to prevent / remove the computers from quarantine
- Pushed the client to newly imaged workstations via SCCM
Tier 2 Network Analyst
UIC Government Services, LLC (Bowhead)
03.2023 - 05.2023
- Configured TACLANES (Primarily KG 350 and KG 175D)
- Configure Juniper Routers with assistance from Senior Network Engineer
- Configured Brocade VLANS
- Monitored Network Status and Identified Outages via SolarWinds
- Managed Firewall via Palo Alto
Tier I Level II Help Desk Specialist
Crystal Management LLC
10.2022 - 03.2023
- Acting Supervisor When the Shift Lead was not Available and Performed the Duties in a Limited Capacity to Include: Resolving Phone Calls Regarding User Grievances, Assisting Technicians Seeking Guidance, Ensuring Technicians are Following Policies and Procedures and Training new Technicians
- Managed Accounts to Include Resetting Passwords, Unlock/Enable/Create Accounts
- Trained on how to Troubleshoot Various Issues Including Hardware, Software, Credentials, Web Sites, and Peripherals (i.e. Printers, Keyboards, Mice, etc.)
- Trained in Proper Customer Service Etiquette
Tier I Help Desk Specialist
Advanced Software Design Global
02.2021 - 10.2022
- Managed Accounts to Include Resetting Passwords, Unlock/Enable/Create Accounts
- Collaborated With IT Team Members to Identify Recurring Problems and Develop Long-Term Fixes.
- Trained on how to Troubleshoot Various Issues Including Hardware, Software, Credentials, Web Sites, and Peripherals (i.e. Printers, Keyboards, Mice, etc.)
- Trained in Proper Customer Service Etiquette
All Source Analyst
United States Army
07.2016 - 09.2022
- Deployed to Saudi Arabia (May 2021 – March 2022), Served as a US SOCCENT Adviser to the Saudi led Coalition and Joint Forces Command (May 2021 – March 2022)
- Trained on Army Multi-Function Workstation (MFWS)
- Trained on Proper Briefing Techniques
- Trained in Strategic Planning and High Value Target Lists
- Managed the Database on MFWS at a Warfighter Exercise
- Mentored Fellow Junior Enlisted on Software and INTEL Product Creation
- Mentored ACE Chief on Software and Assisted in INTEL Product Creation
- Assisted HUMINT Warrant Officer Edit and Write Portions for an OPORD
- Operated and Maintained G2 Section (Division Headquarters) During a Warfighter Exercise With one Other Junior Enlisted and Produced all Necessary Intel Products on Time, Created Various Handout Products to Facilitate the LTC’s Brief to Division Commander
- Supervised and Organized 20 Soldiers to Perform Maintenance and Safety Checks on all Unit Assigned Vehicles
- Supervised and Tasked 5 Soldiers During Multiple Warfighter Exercises to Meet INTEL Product Deadlines and Briefed the Major General on the Finished Products
- Every Drill Weekend Supervised and Tasked 20+ Soldiers to Clean the Drill Hall, Conducted Inventory, etc. to Ensure the Senior Leadership met Their Goals
Tier I Technical Engineer
Maryland State Highway Association
01.2020 - 01.2021
- Assisted Senior Engineer Audit Various Construction Project in Multiple Districts,
- Assisted Senior Engineer Comprehend how to Fully Utilize Microsoft Word and Excel to Increase Efficiency,
- Troubleshot Issues with Senior Engineer’s Microsoft Outlook When They Were not Able to Send or Receive Emails
- Troubleshot any Issues With the Printer in the Office and Called Deskside Support if Needed
Tier I Technical Engineer
Quinn Consulting Services
08.2018 - 01.2020
- Assisted Project Engineer on Project TA 3925171 With Individual Daily Report Cataloguing
- Assisted Project Engineer and Other Inspectors on Site With General Computer Issues Including Word Documents/ PDFs not Loading, Emails not Sending or Being Received and Adding a Printer to the Network and Troubleshooting any Issues Involved With the Printer That Occurred
- Supervised and Inspected the Work of 15-25 Workers Daily of Varying Work to Include Welding, Seeding, Excavation, Paving, Painting, Pipe Laying and Sealing, Filling, and Sand Blasting
Education
High School Diploma -
South River Highschool
Edgewater, Maryland05.2016
No Degree - Information Systems
Some Secondary Education
2 SemestersSkills
- Proficient in Microsoft O365 Suite
- Remote Support
- Network Troubleshooting
- Critical thinking
- Technical troubleshooting
- Problem-solving
Clearance
Top Secret w/SCI CI Poly
Certification
- COMPTIA Security +
- HDI Customer Service Representative
- DEPO License Manager
- VMware Certified Professional - Data Center Virtualization 2024
Timeline
Senior Help Desk Specialist
GDIT - Part Time
09.2023 - Current
Deskside Support Specialist
Prime Technical Services
05.2023 - Current
Tier 2 Network Analyst
UIC Government Services, LLC (Bowhead)
03.2023 - 05.2023
Tier I Level II Help Desk Specialist
Crystal Management LLC
10.2022 - 03.2023
Tier I Help Desk Specialist
Advanced Software Design Global
02.2021 - 10.2022
Tier I Technical Engineer
Maryland State Highway Association
01.2020 - 01.2021
Tier I Technical Engineer
Quinn Consulting Services
08.2018 - 01.2020
All Source Analyst
United States Army
07.2016 - 09.2022
High School Diploma -
South River Highschool
No Degree - Information Systems
Some Secondary Education