Joshua Gittens

Elmwood Park,NJ

Summary

Dedicated Help Desk Technician with one year of hands-on experience supporting end users, resolving technical issues, and managing enterprise IT tools. Proficient in Active Directory, ServiceNow, Intune, and Office 365, with a strong foundation in network troubleshooting and endpoint management. Skilled at handling password resets, user provisioning, compliance enforcement, and remote support across Windows environments. Currently pursuing CompTIA A+ and holding Security+ certification, I bring a strong commitment to delivering reliable, customer-focused support while improving system efficiency and user satisfaction.

Overview

year of professional experience

Certification

Work History

IT Support Technician

Online Sprint Coaching

Remote

05.2024 - 05.2025

Provided remote technical support for coaching staff and clients, resolving device, email, and connectivity issues.
Managed user access and login credentials for training platforms and video analysis software.
Maintained and updated laptops, mobile devices, and online tools used for coaching operations to ensure seamless functionality and security, minimizing downtime, and enhancing user productivity across the organization.
Delivered step-by-step remote troubleshooting and technical guidance using screen-sharing tools, reducing average resolution time by 25%, and boosting client satisfaction.
Collaborated with cross-functional teams to troubleshoot software compatibility issues across Windows, macOS, and mobile platforms, ensuring consistent user experiences, and reducing support requests.

Education

Bachelor of Arts - Information Science

Cornell University

Ithaca, NY

05.2024

Skills

ServiceNow
VMware
Scripting
Automation
Bash
Hyper-V
VMware
Network Mapping

TCP/IP, DNS & DHCP
Ticketing Systems
Office365
Entra ID
SCCM
Intune
MDM
Active Directory