Hi, I’m
Joshua Hopkins
Sumner,MI
Summary
Dedicated and skilled Information Systems Analyst with a strong foundation in analyzing, designing, and implementing effective technological solutions to enhance business processes and optimize operational efficiency. Proficient in system analysis, project management, and IT infrastructure maintenance. Adept at collaborating with cross-functional teams to understand business needs and translate them into technical requirements. Strong communication and problem-solving skills with a proven track record of successfully delivering IT solutions that align with organizational goals.
Overview
9
years of professional experience
Work History
KawasakiGrand Rapids, MI
Systems Analyst II
04.2022 - 03.2023
Job overview
- Provided IT Helpdesk service by phone, email, web, and face-to-face to 150+ end users (remote and in office)
- Salesforce administrator for Kawasaki and it's 7,500+ dealers
- Improved the efficiency of various computer task and imaging by testing multiple SaaS programs and identifying a solution
- Successfully implemented solutions that increased productivity and reduced down time
- Mapped the local wired/wireless network and provided recommendations to improve network performance
- Setup, repair, and troubleshoot company devices
- Provided A/V support by setting up company wide events and meetings
- O365 administrator
- Assisted in the expansion of existing Knowledge base for the IT team and end users
- Network Administration
- Performed system upgrades, patch management, and computer security using a variety of software
- Worked with multiple business units and internal IT/Networking team to upgrade and implement new phone system
- Explored new technologies and tools for productivity, security and quality assurance purposes
- Maintained and monitored computer programs and systems
- Trained staff and users on computer systems and programs
- Tested newly installed programs and applications to validate operability
- Utilized Product Life Cycle Development processes to ensure adherence to project schedules and budgets.
Knight WatchKalamazoo, MI
Systems Engineer
05.2019 - 02.2020
Job overview
- Technical project management of projects for various customers and systems of Access Control/video
- Setup NVR servers to customer specifications and manage/upgrade if necessary
- Install and program technical side of Access Control and video systems
- Respond to service tickets for multiple customers in a timely manner while maintaining maintenance agreement response times
- Limited 24V/12V experience wiring hardware for access control
- Setup roles and permissions within software for users based on position and geographic location
- Provide onsite support and system setup for technicians and customers
- Provide global support on a cloud hosted access control system
- Internal IT support on various computer/peripheral equipment
- Interacted with users from global sites to analyze and resolve system errors, workflow errors and permission issues
- Engaged with upper management regularly with reports on project status, activities and achievements.
The Safe AllianceAustin, Texas
IT Specialist
06.2018 - 08.2018
Job overview
- Successfully decreased workload of network, helpdesk, and system administration duties of the company by 20-30%
- Average of 10+ tickets completed daily
- Suggested and implemented improvements of IT helpdesk operations and procedures that positively impacted ticket completion times and responsiveness
- Provided exceptional and timely support to internal employees and maintained a 100% rating on Mojo helpdesk
- Designed new SharePoint site to improve workflow between departments and simplify collaboration of projects
- Secured third party contracts for the company that had a companywide impact
- Assisted IT Director with various projects and task that allowed him to complete and focus on bigger task and projects
- Successfully maintained organization composure and continuity during large phishing attempt that resulted in multiple compromised accounts
- Diagnose and repair software or hardware issues and if necessary, send equipment for warranty repair
- Monitor network, switches, and block sites or specific network traffic using Cisco Meraki
- Update, deploy, assign, and maintain the company inventory using cloud-based software
- Maintain company accounts and email in an Azure AD environment.
HSIGrand Rapids, MI
Systems Administrator
08.2017 - 04.2018
Job overview
- Trained employees in security awareness/procedures and provided technical security advice
- Defended systems against unauthorized access by enforcing security policies
- Utilized Cisco Unified Communications Manager (CUCM) to install, delete, update, and manage VOIP phone/voicemail systems
- Maintained company Share Point site, as well as manage groups/security of site
- Monitored, tracked, and blocked malicious activities/websites
- Documented performance of network using behavior analytics software of employee tendencies to ensure compliance/security of network (Activtrak)
- Authored IT guides using Camtasia to increase training effectiveness and allow employees to integrate quickly
- Managed building security by assigning key cards and giving appropriate access permissions
- Ensured Security and data of company endpoint devices by utilizing IBM MaaS360 Mobile Device Management (MDM)
- Managed objects in Active Directory
- Maintained computer networks and related computing environments including computer hardware, multifunction printers, systems, applications
- Analyzed current security requirements and made suggestions for improvements
- Installed and maintained Symantec endpoint protection on computer systems to detect/eliminate threats and protect sensitive data.
United States ArmyTacoma, Washington
IT Specialist
04.2014 - 08.2017
Job overview
- Trained, mentored, and led teams of junior IT Specialist in network and systems administration tasks
- Co-authored troubleshooting procedures and technical knowledge base for IT office
- Responded to weekly Information Assurance Vulnerability Alerts (IAVA) to bring impacted systems back to DoD compliance standards
- Performed multiply HDD sanitation wipes and disposals to eliminate data spillage/cyber threats to sensitive information
- Managed employee compliance training and certification system to track, move, and approve user requests within organization
- Setup new user accounts and managed user permissions within Active Directory
- Deployed images throughout the organization and ensured user profile and peripherals were functioning correctly on new image
- Documented incident reports and service requests with Share Point ticketing systems in the organization and Remedy IT Service Management (ITSM)
- Maintained and administered computer networks and related computing environments to include computer hardware, multifunctional printers, systems software, applications software, and all configurations on Windows 7/10
- Diagnosed, troubleshooted, and resolved hardware, software, network, an system issues
Education
Mid Michigan Community College
Associate of Applied Science from CIS - IT Infrastructure And Cybersecurity
12.2025
US Army
Advanced Skills Course:
Information Technology
12.2014
EC-Council
from C|EH - Certified Ethical Hacker (Expired)
Comptia
from Security + CE (Expired)
Greenville High School
High School Diploma
06.2012
Skills
- Networking: TCP/IP, DNS, DHCP, VPN, Firewall configuration, Cisco, etc
- Operating Systems: Windows, Linux, macOS, Android
- Cloud Technologies: AWS, Azure, Google Cloud, Cloud Security, etc
- Virtualization: VMware, Hyper-V
- Cybersecurity: Intrusion Detection, Encryption, Penetration Testing, Security Audits, etc
- IT Infrastructure: Active Directory, Group Policy, Server Administration, Backup Solutions, etc
- IT Support: Troubleshooting, Helpdesk Support, Remote Assistance, Ticketing Systems, etc
- Problem Solving: Analyzing complex issues and devising effective solutions
- Communication: Clearly conveying technical concepts to both technical and non-technical audiences
- Team Collaboration: Working effectively in cross-functional teams and fostering positive relationships
- Adaptability: Quickly learning new technologies and adapting to changing environments
- Time Management: Prioritizing tasks, meeting deadlines, and managing multiple projects
- Attention to Detail: Ensuring accuracy and thoroughness in tasks and documentation
- Leadership: Taking initiative, guiding teams, and providing technical expertise
- Customer Service: Delivering exceptional support and building strong client relationships
- Critical Thinking: Analyzing problems from different angles to identify root causes
- Project Management: Planning, executing, and monitoring projects to successful completion
Timeline
Systems Analyst II
Kawasaki
04.2022 - 03.2023
Systems Engineer
Knight Watch
05.2019 - 02.2020
IT Specialist
The Safe Alliance
06.2018 - 08.2018
Systems Administrator
HSI
08.2017 - 04.2018
IT Specialist
United States Army
04.2014 - 08.2017
Mid Michigan Community College
Associate of Applied Science from CIS - IT Infrastructure And Cybersecurity
US Army
Advanced Skills Course:
Information Technology
EC-Council
from C|EH - Certified Ethical Hacker (Expired)
Comptia
from Security + CE (Expired)
Greenville High School
High School Diploma
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