Joshua Lieder
Providence,RI
Summary
Administrative and technical support professional delivering end-user assistance and transportation service operations. Hands-on experience managing vendor tickets, MDM administration, printers, and mail handling. Provides clear troubleshooting, documentation, and follow-up to resolve service issues.
Overview
25
25
years of professional experience
Work History
Administrative Assistant – Office/IT
PACE
East Providence, RI
08.2025 - 10.2026
- Acted as liaison for 3rd-party IT vendor onsite 4x monthly, supervised vendor tech for orientations, training, and equipment refreshes (including MS Surface Pro tablets, HP and IBM ThinkPad 2nd Generation, Dell Pro 16 laptops, and HP Desktop printers), and troubleshot multi-site technology issues primarily at East Providence, RI headquarters.
- Coordinated calendars and appointments for PACE leadership, ensuring efficient meeting logistics.
- Managed incoming phone calls and directed inquiries to appropriate PACE departments for resolution.
- Prepared correspondence, reports, and office documents for daily operations
- Performed front desk reception duties, assisted HR with staff orientations and training, and prepared equipment (Dell Pro 16, HP Pro Laptops G9-G11) to support daily operations under supervision of VP of Operations.
Administrative Assistant – Office/IT
PACE
East Providence, RI
08.2025 - 10.2026
- Administered Verizon MDM and Apple Business MDM for 100+ iPhones, overseeing upgrades, app management, and policies. Ordered phones for new employees and managed setup/rollout, including transferring Transportation Tablets to iPhone 17e, while refreshing and retiring older assets.
- Managed asset inventory using Excel, performed BIOS and firmware updates, and coordinated with RI vendor for proper e-waste disposal of outdated assets.
- Update many office computers and laptops from Windows 10 to Windows 11.
- Ricoh and Xerox Printer/Scanner/Fax admin. With assistance of Contract Manager, help oversee and transfer older equipment during recent upgrade.
- Maintained toner/paper supplies for large capacity printers and smaller office printers.
- Coordinated daily mail operations with UPS, USPS, and FedEx, serving as Mail Clerk and assisting with deliveries of heavy DME primarily to PT/OT Dept..
- Supported office supply ordering to ensure adequate inventory levels./delivering office supplies and selecting/implementing computer parts.
Assistant Dispatcher / Driver – Transport
PACE
East Providence, RI
08.2024 - 08.2025
- Drove clients to various locations across Rhode Island to wide-area Rhode Island locations (reliably counted upon by Lead Dispatcher)
- Established daily communication with area non-emergency medical transportation providers and senior facilities to coordinate transportation for seniors with mobility challenges, disabilities, and financial limitations to attend medical visits.
- Data entry using RouteGenie Transport software (meal delivery and RX entries as well)
- Supported office operations and supervised staff in the absence of Supervisor/Lead.
Life Enrichment Assistant
PACE
East Providence, RI
02.2022 - 08.2024
- Under the direction of the Life Enrichment Lead, planned and creatively implemented daily activity programs including daily exercise groups, weekly Bible Study (geared for dementia clients), special event planning, educational programs, arts/crafts, games and trips.
- Conducted initial, annual, and semi-annual life enrichment assessments both onsite and offsite, aligning with an outcome-based activity model to enhance client engagement.
- Identified participant needs, set measurable goals, and developed individualized treatment plans in ADHC and home settings using 'playbook' methodology to improve client outcomes.
- Facilitated weekly Bible study for up to 17 participants, incorporating YouTube 'Spiritual Eldercare' resources and leveraging expertise from a Master’s in Theology to foster spiritual growth.
- Carried out individual and group activities tailored to the needs and limitations of frail elders both in the ADHC and home setting.
- Demonstrated and appreciated programming for regular educational and cultural programs, including exercise, arts and crafts, music appreciation and spirituality (including annual memorial remembrances). Setup and breakdown of memorial table (with signature book) post participant loss.
- Operated as the only Life Enrichment staff during transitions of two Leads and supervisor absence.
- Attended Team meeting and mandatory CP meetings, providing input at every meeting.
- Contacted participants completing initial assessments for two internal teams.
- Completed daily participant activity attendance via a spreadsheet.
- Attended appropriate in-service education programs including Dementia, Memory Care, and de-escalation classes. Maintained CPR credentialing by attending on-site certified classes.
- Provided documentation in progress notes for significant events related to activities both in the ADHC and in the home setting.
- Learned and demonstrated de-escalation techniques and participated in active shooter training.
- Maintained confidentiality protocols to protect personal information of clients and staff.
- Supervised orientation of new participants ensuring inclusion into day center where applicable.
Non Emergency Medical Transport Driver (3rd Party)
HPH Transport
Barrington, IL
09.2021 - 01.2021
- Trained at Oak Street Park (health vendor) and then worked exclusively at PACE East Providence RI in brand new Ford Transit Van transporting patients (some in wheelchairs) to health facilities, doctors, and hospitals.
- Delivered exceptional customer service and ensured safe, friendly transport for clients throughout the day.
- Executed daily client trip orders from a supervisor, demonstrating ability to work independently and unsupervised.
- Operated Wheelchair lifts and secured clients for 5 point safe on-time travel.
- Ensured transport vehicle was cleaned and sanitized after each trip.
- Scanned clients with electronic thermometer for temperature and utilized covid symptom checklist.
- Completed online CPR certification course.
- Trusted to cover weekends and holidays, particularly for dialysis clients, highlighting reliability and commitment to care.
Field Service Enumerator
US Census
Providence, RI
08.2020 - 10.2020
- Served in 4 Midwestern states in addition to primary role in Rhode Island, conducting extensive daily travel in unfamiliar desert and four state areas to seek respondents for nonresponse follow-up, working independently without direct supervision for over 50 hours per week.
- Used automated devices (e.g. smartphones or laptop computers) to conduct job activities
- Maintained and submitted accurate records of hours worked, miles driven, and expenses incurred to ensure accountability and transparency in performance of duties.
- Passed federal government background check to confirm compliance with security standards.
Direct Support Professional
Perspectives, Inc.
Wakefield, RI
06.2018 - 10.2019
- Engaged participants in various social settings, supporting goal achievement and fostering greater independence.
- Empower participants through adult day service programs to engage with their community, explore new opportunities, and build meaningful relationships while pursuing employment.
- Transported, supervised, and supported up to six developmentally challenged participants at one time at events, gatherings, area restaurants, libraries, museums, and natural settings.
- Coordinated weekday transfers for participants between daytime care and homes, ensuring timely and safe transitions. of 4 regular participants to and from daytime care to their homes.
Customer Service Representative (Apex Temporary)
CVS
Cumberland, RI
05.2017 - 08.2017
- Assisted CVS customers with prescription questions and account support
- Resolved pharmacy service concerns using CVS policies and procedures
- Processed store transactions at CVS registers and service counters
- Utilized Microsoft Excel and Access for front-end data entry supporting third party audits.
Customer Service Representative (K-Force Temporary)
MobileBeacon
Johnston, RI
03.2017 - 04.2017
- Resolved MobileBeacon customer inquiries through phone, email, and chat support.
- Assisted MobileBeacon customers with account questions and service updates.
- Documented support cases in MobileBeacon systems and tracked follow-up actions.
- Processed customer orders in system with accuracy and attention to detail, ensuring timely fulfillment. Provided customer service for telecommunications non-profit, addressing inquiries and resolving issues. Managed inbound and outbound calls using Salesforce to track interactions and maintain customer records.
Education Payment Advisor (K-Force Temporary)
Tuition Management Systems
Warwick, RI
10.2015 - 10.2016
- Processed 8.5 calls per hour in a busy call center, managing student payments and enrolling families in extended payment plans using Salesforce and proprietary software, resulting in contract extension during peak period.
- Provided guidance to families regarding tuition payment plans and addressed account inquiries
- Reviewed student accounts for billing accuracy and payment status
- Processed payment arrangements with clear guidance and policy details
Customer Care Representative
AMWINS (NEBCO)
North Kingstown, RI
02.2005 - 07.2015
- Advocated for customers by resolving health and RX claims, ensuring accurate documentation of each call in the system to maintain service quality.
- Conducted outbound calls to retirees to provide assistance with medication options, facilitating informed discussions about generic and low-cost alternatives to enhance their healthcare decisions.
- Identified client needs and recommended additional products, such as vision and dental, to improve overall customer satisfaction.
- Licensed in 46 states to perform individual Medicare coordination of Retiree Medical and RX from company supplied leads and call-ins.
- Certified by several leading insurance carriers to assist groups such as Chrysler, Conservative 50+, National Association of Uniformed Services, and insurers like Humana, Sterling Life, Mutual of Omaha, Gerber, and AARP (United Health)
Direct Support Professional
United Cerebral Palsy
Pawtucket, RI
10.2009 - 08.2010
- Coordinated and provided direct support in home for 13-year-old with cerebral palsy, enhancing family well-being through part-time night and weekend work.
- Supported Perspectives residents with daily living and personal care routines
- Assisted with medication administration following Perspectives care plans
- Facilitated client participation in community events, fostering natural relationships and improving overall quality of life.
- Documented services in Perspectives records and shift notes
Provider Customer Service Trainee
Blue Cross BlueShield of RI
Providence, RI
09.2004 - 01.2005
- Delivered customer service and claims assistance to physicians and ancillaries, ensuring timely resolution of inquiries.
- Supported Blue Cross BlueShield of Rhode Island provider inquiries and policy guidance.
- Interpreted claim issues for Blue Cross BlueShield of Rhode Island network providers.
- Reviewed provider credentialing files for Blue Cross BlueShield of Rhode Island compliance.
- Maintained perfect attendance by consistently adhering to scheduled shifts, demonstrating reliability and commitment.
Intake Coordinator
United Health Plan
Warwick, RI
04.2002 - 06.2004
- Processed over 100 daily calls and 20+ faxes within key benchmarks.
- Received care coordination notification calls, performed non-clinical assessments, and triaged cases. Collaborated with a clinical manager for guidance.
- Educated provider network and members, documented case notes and conducted reviews to ensure compliance.
- Created and implemented a database to track evolving standards and procedures adopted department-wide.
Education
M.Div. – Master’s - Theology
Luther Rice Seminary
Lithonia, GA01-2017
B.A. - English
Central Connecticut State University
New Britain, CTSkills
- Mobile device management
- Asset management
- Microsoft Office
- RouteGenie Transport/Dispatch software
- Phone voicemail administration
- TigerConnect Admin
- Mitel Connector Director (office phones admin)
- In-house EHR (Electronic Health Record)
- Participant intake assessments
- Content Management Systems
- User assistance
- E-waste Management
- Graphic Design Tools
Timeline
Administrative Assistant – Office/IT
PACE
08.2025 - 10.2026
Administrative Assistant – Office/IT
PACE
08.2025 - 10.2026
Assistant Dispatcher / Driver – Transport
PACE
08.2024 - 08.2025
Life Enrichment Assistant
PACE
02.2022 - 08.2024
Non Emergency Medical Transport Driver (3rd Party)
HPH Transport
09.2021 - 01.2021
Field Service Enumerator
US Census
08.2020 - 10.2020
Direct Support Professional
Perspectives, Inc.
06.2018 - 10.2019
Customer Service Representative (Apex Temporary)
CVS
05.2017 - 08.2017
Customer Service Representative (K-Force Temporary)
MobileBeacon
03.2017 - 04.2017
Education Payment Advisor (K-Force Temporary)
Tuition Management Systems
10.2015 - 10.2016
Direct Support Professional
United Cerebral Palsy
10.2009 - 08.2010
Customer Care Representative
AMWINS (NEBCO)
02.2005 - 07.2015
Provider Customer Service Trainee
Blue Cross BlueShield of RI
09.2004 - 01.2005
Intake Coordinator
United Health Plan
04.2002 - 06.2004
M.Div. – Master’s - Theology
Luther Rice Seminary
B.A. - English
Central Connecticut State University