Joshua Marshall
Lake Worth,FL
Summary
Highly skilled IT Support Technician with over 3 years of experience providing top-tier technical support in fast-paced environments. Proficient in diagnosing and resolving complex hardware, software, and network issues. Expertise in managing escalated tickets, optimizing IT infrastructure, and implementing process improvements that enhance team productivity and service quality. Adept at delivering exceptional customer service and technical guidance to both technical and non-technical users. Seeking to leverage advanced troubleshooting skills, strong communication abilities, and proactive approach to contribute to a dynamic IT team and drive organizational success
Overview
7
7
years of professional experience
1
1
Certification
Work History
Tier 2 Technical Support Specialist
Praetas Technologies
06.2023 - Current
- Receive inbound calls, answer technical questions, and resolve technical requests
- Dispatch Tier 2 & Tier technicians to local businesses and residential homes for equipment installations, preventative maintenance, and problem-solving
- Create, configure, and maintain Wasp and Autotask inventory system
- Detail-oriented Tier 2 Technical Support Specialist with over 3 years of experience in providing advanced technical assistance and solutions. Proficient in troubleshooting, customer service, and managing support tickets in high-pressure environments
- Conducted in-depth diagnostics and troubleshooting for hardware, software, and network-related problems.
- Support users with system administration tasks, such as password resets, account management, and permissions
- Create, update, and maintain documentation, including troubleshooting guides, FAQs, and knowledge-base articles
- Train and mentor Tier 1 technicians by sharing knowledge and best practices
- Collaborate with other teams to ensure that problems are resolved in a timely and effective manner
- Provide excellent customer service, ensuring that users are kept informed of progress on their issues
- Communicate technical information effectively to non-technical users
- Manage user expectations and maintain a high level of customer satisfaction
- Monitor systems and networks for performance issues or potential problems, taking proactive steps to prevent issues
- Perform routine maintenance tasks, such as software updates, patches, and backups
- Assist in the enforcement of security measures, such as antivirus updates, firewalls, and data encryption
- Support compliance with industry standards and regulations, such as GDPR, HIPAA, or PCI-DSS
- Work closely with Tier 1 and Tier 3 support teams to ensure seamless issue resolution
- Participate in team meetings and contribute to the continuous improvement of support processes
- Provide feedback to management on recurring issues and potential solutions
- In-depth understanding of computer components, including CPUs, GPUs, motherboards, RAM, storage drives, power supplies, and cooling systems
- Windows Server/7/8/10/11
- Mac OS
- Apple IOS
- Android OS
Professional Mover
Supreme Relocations
04.2021 - Current
- Moving and handling equipment/furniture
- Assist with remodeling and setup throughout home
- Cleaned and maintained truck and other equipment to maintain optimum working condition.
- Careful planning and packing of client furniture and other items
- Disassembly and reassembly of furniture
- Loaded and unloaded trucks with customer possessions or merchandise weighing up to 200lbs.
- Communicated with customers courteously and professionally to drive satisfaction.
I.T. Specialist / Full Time
US ARMY
11.2017 - Current
- Gather information and prepare reports for military planning and operations
- Configure and manage network protocols and services, including TCP/IP and VPNs
- Assist with user account management, including creation, modification, and deletion of accounts
- Install, operate, and perform maintenance on equipment, and devices and transfer data between information processing systems as well as troubleshoot computerized equipment for hardware and software malfunctions
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Perform all manner of installing and editing of computer programs and provide technical documentation and maintenance for programs
- Service Desk Management, which includes incident and problem processing, change request processing, availability management, and user interaction
- Assist in planning and implementing IT projects, including system upgrades and new installations
- Conduct regular security assessments and vulnerability scans
- Ensure data integrity and security, implementing data protection measures
- Provided exceptional customer service by promptly addressing problems reported by end-users.
Technical Customer Support Specialist
Elaut USA
01.2021 - 06.2022
- Providing technical support for clients with software and hardware issues
- Identifying parts and processing purchase orders for clients
- Keeping track of inventory for parts and orders
- Soldering and repairing circuit boards as well as testing different games/machines.
- Developed strong relationships with suppliers, negotiating better prices for replacement parts while maintaining standards.
- Enhanced overall arcade experience for customers by ensuring machines functioned optimally at all times.
- Collaborated with other technicians to troubleshoot complex issues, leading to faster resolutions.
- Improved customer satisfaction by providing timely and efficient arcade machine repairs.
- Maintained accurate records of all repair work completed, allowing for easy reference when troubleshooting future issues or ordering parts.
- Kept up-to-date with industry developments, implementing new techniques for improved service quality.
Retail Sales Consultant
AT&T
04.2020 - 04.2021
- Provide exceptional customer service by greeting customers, addressing their needs, and offering solutions
- Promote and sell AT&T products and services, including mobile phones, accessories, and service plans
- Inform customers about promotions, discounts, and new products or services
- Assist customers with account setup, changes, and troubleshooting
- Handle inventory management, including stock replenishment and merchandise displays
- Participate in training programs to stay informed about new products, services, and sales techniques
- Work collaboratively with other team members to achieve store goals and ensure a positive work environment
- Increased sales and customer satisfaction through personalized servicing.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Trained new employees on store policies, procedures, and best practices for superior customer service.
Geek squad consultation agent / Full time
BEST BUY
04.2019 - 04.2020
- Manage Geek Squad check-in and check-out
- Assist customers with technical issues related to their devices, including computers, smartphones, and home electronics
- Keep detailed records of customer interactions, issues, and resolutions.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Provided professional services and support in a dynamic work environment.
- Learned and adapted quickly to new technology and software applications.
- Educate customers on how to use their devices and software effectively
- Apple Certified 2019
Education
Associate of Science - Computer Science And Programming
Fort Hays State University
Hays, KS08.2027
Santaluces Community High School
05.2018
Skills
- Microsoft Office/Word/Excel/Outlook
- Compliance/Cybersecurity Awareness/Data Protection
- Technical documentation
- Remote support tools
- Ticketing systems
- Monitoring tools
- Advanced diagnostics
- Server and user management
- Computer hardware/software knowledge
- Application support
- Network configuration and security
- Operating System Installation
- Custom PC Builds
- On-Site Technical Support
- Multitasking
- Friendly and Patient
- Analytical Skills
- Time Management
- Problem-solving
Certification
Comptia A+
Actively studying for Comptia Network + & Security +
Affiliations
- US Army
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
Tier 2 Technical Support Specialist
Praetas Technologies
06.2023 - Current
Professional Mover
Supreme Relocations
04.2021 - Current
Technical Customer Support Specialist
Elaut USA
01.2021 - 06.2022
Retail Sales Consultant
AT&T
04.2020 - 04.2021
Geek squad consultation agent / Full time
BEST BUY
04.2019 - 04.2020
I.T. Specialist / Full Time
US ARMY
11.2017 - Current
Associate of Science - Computer Science And Programming
Fort Hays State University
Santaluces Community High School