Joshua Joyce
Dayton,OH
Summary
CompTIA Certified Professional well-versed in troubleshooting, critical thinking, and technical support. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Strong background in project management and team collaboration. Has experience with reading/writing languages such as HTML, CSS, Python, and Javascript.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Tier 2 Technical Support Specialist
Constant Contact
01.2025 - Current
- Troubleshot issues and provided guidance to both Tier 1 and customers directly, with a focus on escalations.
- Worked closely with Tier 3 support on identifying, documenting, and creating workarounds for system defects.
- Developed and presented training documentation for multiple teams, including Tier 1, Tier 2, and Sales.
- Spearheaded support outreach project to drive customer early adoption and reduce churn.
Technical Support Specialist
Constant Contact
06.2022 - 01.2025
- Communicated effectively and timely with a customer base via email and live chat to assist with features such as .CSV imports, automation workflows, reporting, native API integrations, and general contact database management.
- Conducted remote meetings with customer leadership, to teach platform functionality and create outside the box solutions for needs not inherently met by the software.
- Collaborated with engineers to address software improvements and test potential code defects.
- Pioneered a continuous internal knowledge sharing program by leading weekly meetings, publishing internal documentation, and creating Slack channels.
IT Technician
SANE of Butler County
10.2020 - 11.2021
- Provided support to employees remote and in office with mobile devices, printers, and company software.
- Monitored and troubleshot a SoHo network.
- Assisted administration with widespread network and software changes.
Electronics Lead
Goodwill of Greater Washington
06.2020 - 10.2020
- Repaired and tested various components of technological devices including, but not limited to, PCs, Mobile Devices, and Gaming Consoles.
- Interacted with and provided support to customers about featured products.
- Led department to record quarterly sales.
Education
High School Diploma -
Northwest High School
Germantown06-2018
Skills
- Leadership
- Customer Support
- Technical Documentation
- Advanced Troubleshooting
- Project Management
- HTML/CSS
Certification
- CompTIA A+ - April 2021
- CompTIA Net+ - April 2022
Accomplishments
- Tier 2 Rep of the Month - May 2025
- Progress Powerhouse Award - 2025
- Synergy Superstar Award - 2025
- Rising Star Award - 2025
- Customer Service Champion - 2024
Timeline
Tier 2 Technical Support Specialist
Constant Contact
01.2025 - Current
Technical Support Specialist
Constant Contact
06.2022 - 01.2025
IT Technician
SANE of Butler County
10.2020 - 11.2021
Electronics Lead
Goodwill of Greater Washington
06.2020 - 10.2020
High School Diploma -
Northwest High School