JOSHUA HODGE
Murfreesboro,TN
Summary
Talented Information Technology Specialist with a gift for understanding the needs of both business and home users. Versed in troubleshooting and desktop support on Windows and iOS systems. Proven skill in resolving problems quickly on first call. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
10
10
years of professional experience
1
1
Certification
Work History
IT Services - Support Specialist II
Geodis
2020.03 - Current
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Monitored system performance to identify potential issues.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Configured and tested new software and hardware.
- Configured hardware, devices, and software to set up work stations for employees.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Created user accounts and assigned permissions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Researched and identified solutions to technical problems.
- Provide assistance in implementing and developing training to new employees.
- Diagnosed and troubleshot hardware, software and network issues.
Service Desk Technician
Collabera (Dell Industries)
2019.07 - 2020.01
- Oversee the daily performance of computer systems.
- Answer user inquiries regarding computer software or hardware operation to resolve problems.
- Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
- Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
IT Support Technician
Results Physiotherapy
2019.02 - 2019.05
- Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.
- Plan, coordinate, and implement network security measures to protect data, software, and hardware.
- Configure, monitor, and maintain email applications or virus protection software.
- Confer with network users about how to solve existing system problems.
- Analyze equipment performance records to determine the need for repair or replacement.
- Implement and provide technical support for voice services and equipment, such as private branch exchange, voice mail system, and telecom system.
- Train users in computer system use.
- Coordinate with vendors and with company personnel to facilitate purchases.
IT Specialist
Department Of Defense Army
2015.07 - 2018.12
- Provide IT and Communication support across the nation for units in preparation for deployment to active theaters.
- Held Secret Security Clearance.
- Senior Technical Specialist supervising team of 3-4 soldiers.
- Maintain logs related to network functions, as well as maintenance and repair records.
- Perform routine network startup and shutdown procedures, and maintain control records.
- Train users in computer system use.
- Gather data pertaining to customer needs, and use the information to identify, predict, interpret, and evaluate system and network requirements.
- Recommend changes to improve systems and network configurations, and determine hardware or software requirements related to such changes.
- Implement and provide technical support for voice services and equipment, such as private branch exchange, voice mail system, and telecom system.
- Analyze equipment performance records to determine the need for repair or replacement.
- Confer with network users about how to solve existing system problems.
- Maintain and administer computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations.
- Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.
IT Specialist
Department Of Defense Army
2014.07 - 2015.07
- Provide IT and Communications Support for multi-national deployed forces in active combat zone.
- Installation and testing of computer and communications hardware for new SCIF (sensitive compartmented information facility).
- Held Secret Security Clearance.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Patched software and installed new versions to eliminate security problems and protect data.
- Configured hardware, devices, and software to set up work stations for employees.
- Monitored systems in operation and input commands to troubleshoot areas.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
- Monitored system performance to identify potential issues.
- Configured and tested new software and hardware.
- Generated reports to track performance and analyze trends.
- Created user accounts and assigned permissions.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Tested new software and hardware prior to deployment.
Education
Technical Certification - IT Specialist / 25B
US Army Signal School
Ft. Gordon, GA05.2014
High School Diploma -
Riverdale High School
Murfreesboro, TN05.2013
Skills
- Application support
- Incident Management
- Mobile Device Management
- Hardware / Software support, installation & diagnosis
- Information Protection
- User Support
- User credential management
- Desktop support
- Ticket support system management: Cherwell, ServiceNow, HelpNow
- Call Center Operations
- Remote Support
- LAN/WAN
Certification
- CompTIA Network+ [2014]
- CompTIA Security+ 601 [2014]
- CompTIA Security+ 701 [Currently Pursuing]
Timeline
IT Services - Support Specialist II
Geodis
2020.03 - Current
Service Desk Technician
Collabera (Dell Industries)
2019.07 - 2020.01
IT Support Technician
Results Physiotherapy
2019.02 - 2019.05
IT Specialist
Department Of Defense Army
2015.07 - 2018.12
IT Specialist
Department Of Defense Army
2014.07 - 2015.07
Technical Certification - IT Specialist / 25B
US Army Signal School
High School Diploma -
Riverdale High School
- CompTIA Network+ [2014]
- CompTIA Security+ 601 [2014]
- CompTIA Security+ 701 [Currently Pursuing]
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