Summary
Overview
Work History
Education
Skills
Timeline
SoftwareEngineer

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

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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

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Joshua Ferguson