Joshua David Werner

The Incident Coordinator is constantly monitoring, documenting, investigating, and coordinating to resolve incidents within (SLA) Service Level Agreement time-frames.

• Coordinated major, significant, and standard incidents across Allina Health hospitals, clinics, and affiliate networks, ensuring timely escalation and resolution with internal support teams.
• Validated adherence to incident management policies, ensuring effectiveness of incident response protocols.
• Managed outage communications among escalation teams, leadership, and impacted sites, facilitating timely updates and resolutions.
• Documented troubleshooting activities, executed maintenance of the Knowledge Base, and coordinated with leadership regarding any major process changes.
• Created knowledge base articles for frequently encountered incidents to facilitate faster resolution times.
• Prioritized incoming incidents based on severity and urgency.
• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
• Fostered teamwork and open communication among staff and management, promoting collaboration and improving operational efficiency.
• Participated in Kaizen events, value stream mapping, and quality improvement reviews to support incident management process adherence and service desk efficiency for 30+ agents.
• Trained new agents on protocols and procedures while working independently in a remote overnight environment using digital platforms to coordinate with team members across geographies.
• The Incident Coordinator is the Master Jedi of the Service Desk and all its functions.

Designed visual concepts for client projects using Adobe Creative Suite.

• Created layouts and graphics for print and digital media campaigns.
• Created logos, business cards, brochures, gift certificates, and web graphics to enhance brand identity and promote visual communication.
• Collaborated with team members to brainstorm and develop design strategies.

• Researched, ordered, assembled, installed, and maintained network and hardware/software for Church using open source and free software, enhancing operational capabilities.
• Configured and disassembled projectors, videos, and motion backgrounds for events, ensuring proper setup of PPP and PA systems and capturing audio and video data for archival.
• Designed website graphics, paper materials, logos, and flyers as Chief Graphic Designer, ensuring brand consistency across all platforms.

Your first point of contact for all technology troubles and requests.

Delivered exceptional customer service to Allina Health Hospitals, Clinics, and Affiliate networks.

• Provided technical support and troubleshooting to Allina Health employees and clientele regarding computer hardware/software networking/connectivity, and problem solving.
• Coordinated support by following up on reported issues and resolving complex problems related to systems, applications, hardware, and software in a call center environment.
• Executed daily IS Service Desk functions, adhering to strict ticket handling procedures and documentation to ensure quality support.
• Facilitated communication on task progress to customers, enhancing transparency and trust.
• Directed urgent issues to specific departments to ensure timely handling.
• Utilized CRM software to track client communications effectively.

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• Facilitated troubleshooting of network connectivity problems, enhancing user experience and minimizing downtime.
• Delivered technical support for software and hardware issues, ensuring timely resolution for end users.

• Provided daily support and care for a child with Down syndrome and various health challenges, including heart and hearing issues.
• Trained new staff on procedures and best practices for client care.
• Performed light housekeeping duties such as changing bed linens, doing laundry, washing dishes and vacuuming carpets.

• Installed HP printers and servers to ensure reliable printing solutions for clients.
• Installed hardware components in various HP devices.
• Collaborated with team members to troubleshoot installation issues.
• Maintained inventory of installation tools and equipment.

• Provided exceptional customer service to a nationwide network of quick service restaurant (QSR) clients.
• Diagnosed and fixed basic and complex network problems to enhance operational efficiency.
• Answered helpdesk calls and documented queries in the ticketing system.

• Delivered mail and packages to assigned routes, ensuring timely receipt for customers.
• Sorted and organized mail to optimize delivery routes and enhance accuracy.
• Loaded mail onto delivery truck for assigned routes.

• Executed pre-trip inspections to verify vehicle safety and compliance with regulations.
• Designed route plans to enhance fuel efficiency and minimize delivery times.
• Kept precise logs of driving hours and vehicle maintenance to support operational compliance.

• Conducted routine patrols, identifying and addressing potential security issues to maintain a secure environment.
• Monitored premises, ensuring safety and security for personnel and visitors.
• Documented incidents and prepared reports for management review and follow-up.

• Created high-quality digital and print materials using graphic design software to support client needs.
• Designed visual concepts that enhanced client branding and met project objectives.
• Operated tools and equipment for sign fabrication and installation, ensuring adherence to project specifications.
• Installed signs on walls, buildings, poles, windows, and other structures according to specifications.

• Engaged customers in conversation, fostering relationships through effective interpersonal skills.
• Stocked shelves and assisted customers with their purchases, enhancing overall shopping experience.
• Loaded and unloaded materials from trucks and storage areas, ensuring efficient flow of goods.
• Operated equipment and machinery according to safety guidelines.

• Led team of 10+ people, overseeing store operations from open to close.
• Coached and trained team members to enhance job performance and service quality.
• Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
• Resolved customer complaints promptly, ensuring positive dining experiences.
• Executed bank deposits to ensure secure handling of cash.