Joshua Ferguson
Independence,MO
Summary
Hardworking and passionate job seeker with strong organizational and customer service skills, eager to secure a Service desk, or like position, to work towards a Network Technician position where I can utilize my technical knowledge to maintain a client’s infrastructure, and soft skills to build a professional relationship.
Overview
8
8
years of professional experience
1
1
year of post-secondary education
Work History
Service Desk
Selectquote Insurance
Overland Park, KS
08.2021 - Current
- Resolved diverse range of technical issues across multiple systems and applications for over 4000 users, across various time zones
- Translated complex technical issues into digestible language for non-technical users
- Documented transactions and support interactions in system for future reference and addition to knowledge base
- Defined and documented technical support best practices for resolutions of user issues
- Used ticketing systems to manage and process support actions and requests.
Help Desk Technician
Equity Staffing - MO Public Schools
Kansas City, MO
08.2018 - 01.2019
- Provide hardware and software support for 25,000 users via phone, desk side, and remote connections
- Helped with school-by-school project to repair and recover all teachers and admins email accounts and email district wide
- Imaging, set up, and implementation of desktops, laptops, and Chromebooks for employees and students.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
Help Desk Intern
Spring Venture Group
Kansas City, MO
11.2017 - 08.2018
- Provide hardware and software support for 800+ users via messenger, desk side, and remote connections
- Helped company move locations, by setting up majority of new desks, setup and organization of Tech room, organized storage room, and helped with Board rooms for Audio/Visual connections
- Imaging, set up, and implementation of desktops and laptops for employees
- Managed inventory and relayed what needed ordered to management.
Tech Support Specialist
Murphy-Hoffman Company
Leawood, KS
12.2016 - 08.2017
- Provide hardware and software support for 4000+ users via phone, desk side, and remote connections
- On call support in rotation, during nights and weekends, for a week at a time
- Imaging, set up, and implementation of desktops and laptops for employees.
- Analyzed user issues to identify troubleshooting methods needed for quick remediation
- Recorded and maintained relevant notes for each client and work order
Store Manager
Sprint, By Wireless Lifestyle
Lees Summit, MO
11.2013 - 06.2016
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing sales and customer satisfaction ratings.
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
- Assisted in opening new accounts, upgrading existing service, and account maintenance.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
Assistant Store Manager
Verizon, By Worldwide Wireless
Kansas City, MO
07.2010 - 11.2013
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing sales and customer satisfaction ratings.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Assisted in opening new accounts, upgrading existing service, and account maintenance.
- Maintained inventory records and assisted in new product ordering, and restocking of current inventories.
Education
Network Administration
Centriq Training
Kansas City, MO 10.2016 - 05.2017
Skills
Active Directory
Technical Support
Application Support
Issue Troubleshooting
Complaint Resolution
User Credential Management
PC Component Diagnostics
Windows 10/8,81
Timeline
Service Desk
Selectquote Insurance
08.2021 - Current
Help Desk Technician
Equity Staffing - MO Public Schools
08.2018 - 01.2019
Help Desk Intern
Spring Venture Group
11.2017 - 08.2018
Tech Support Specialist
Murphy-Hoffman Company
12.2016 - 08.2017
Network Administration
Centriq Training
10.2016 - 05.2017
Store Manager
Sprint, By Wireless Lifestyle
11.2013 - 06.2016
Assistant Store Manager
Verizon, By Worldwide Wireless
07.2010 - 11.2013