Joshua Braun
Orlando,FL
Summary
Skilled information technology professional proficient in desktop and related device support. Proficient in Microsoft Windows and Office 365 software. Dedicated to improving user experiences and productivity by keeping systems running smoothly and resolving issues quickly. Good communicator and multitasker with an organized approach and strong customer service skills.
Overview
14
14
years of professional experience
Work History
IT Service Desk Analyst - Tier 2
L3Harris Corporation
Melbourne, FL
01.2016 - Current
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Trained and supported new-hires & end-users with software, hardware and network standards and use processes.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Served as subject matter expert for Microsoft 365 for the Service Desk
- Maintained accounts through an Active Directory environment
- Maintained documentation on standard procedures. Assisted in writing documentation in policies & procedures.
Desktop Administrator
Starwood Vacation Ownership
Orlando, FL
05.2014 - 05.2015
- Primary duties included providing local networking/desktop support, performing level 2 support, account maintenance tasks through an Active Directory environment, built workstations to maintain Starwood Vacation Ownership standards, while receiving accolades for teamwork, flexibility, and work excellence in providing IT support to internal employees.
- Received an annual customer satisfaction rating of 4.98/5.00.
- Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, mobile devices, applications and peripheral equipment.
- Maintained 97% logging rate and 78% first call resolution rate to achieve first-class user training and ongoing communication.
- Provided on-site and remote technical support to users.
IT Consultant
Century 21 Homes and Properties
Kissimmee, FL
05.2009 - 12.2015
- Recommended and installed upgrades and helped businesses to plan for technology to match growth.
- Troubleshot hardware and network issues to achieve architecture compatibility.
- Inspected equipment, assessed functionality and optimized controls.
- Assessed business requirements to forecast annual budgetary operational costs.
Education
Associate of Arts - Engineering
Valencia Community College
Orlando, FL05.2010
Bachelor of Science - Computer Engineering
University of Central Florida
Orlando, FL12.2024
Skills
- Windows NT/XP/7/8/10, Mac OS, VMWare, SCCM for multi-imaging
- Software: Active Directory, MS Office Suite, Internet Explorer, Google Chrome, Mozilla Firefox, SCCM, SAP, Citrix, SSL for VPN, MS Visio, Adobe Acrobat and Creative Suite
- IT Management
- Computer Repair
- Customer Service Support
- Microsoft Applications
- Operational Documentation
Timeline
IT Service Desk Analyst - Tier 2
L3Harris Corporation
01.2016 - Current
Desktop Administrator
Starwood Vacation Ownership
05.2014 - 05.2015
IT Consultant
Century 21 Homes and Properties
05.2009 - 12.2015
Associate of Arts - Engineering
Valencia Community College
Bachelor of Science - Computer Engineering
University of Central Florida
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