Joshua Ollie
Harrison
Summary
Dedicated Service Desk Technician with proven skills in network connectivity, Active Directory, and customer service. Committed to improving system reliability and enhancing user satisfaction through effective problem-solving and technical support.
Overview
8
8
years of professional experience
Work History
Service Desk Technician
Nexigen
08.2022 - Current
- Provided technical support for hardware and software issues, ensuring timely resolutions.
- Managed user accounts and permissions within Active Directory, maintaining security protocols.
- Diagnosed and resolved network connectivity problems, improving system reliability.
- Documented troubleshooting procedures in knowledge base for future reference and training purposes.
- Trained new technicians on support protocols and customer service best practices, fostering team growth.
- Mentored junior technicians by sharing knowledge and best practices, fostering a collaborative work environment within the team.
Service Desk Technician
ATOS IT Services And Solutions
01.2020 - 08.2022
- Assisted in the implementation of IT service management tools to enhance workflow efficiency.
- Collaborated with cross-functional teams to streamline incident response processes and reduce downtime.
- Conducted regular system audits to identify vulnerabilities and recommend enhancements for
- Managed ticketing system effectively, prioritizing tasks based on urgency and impact on business operations.
- Provided exceptional customer service, building rapport and trust with clients through effective communication.
Service Desk Technician
Convergys
02.2018 - 01.2020
- Participated in cross-functional teams to support IT projects, contributing technical expertise as needed.
- Reduced downtime by proactively identifying and resolving technical problems.
- Actively sought feedback from end-users to identify areas for improvement in the service desk function.
- Enhanced customer satisfaction by promptly addressing and resolving service desk issues.
Education
High School Diploma -
William Henry Harrison High School
Harrison, OHSkills
- Ticketing system
- Remote support
- Software installation
- Network connectivity
- Security protocols
- Active listening
- Verbal and written communication/
- Microsoft InTune
- Active Directory
- MFA support
- Azure/Entra ID
Timeline
Service Desk Technician
Nexigen
08.2022 - Current
Service Desk Technician
ATOS IT Services And Solutions
01.2020 - 08.2022
Service Desk Technician
Convergys
02.2018 - 01.2020
High School Diploma -
William Henry Harrison High School