Joshua Raitz
Wyandotte,MI
Summary
Proven Knowledge Management Specialist at Stefanini IT Solutions, enhancing team collaboration and decision-making through expert information architecture design and a continuous learning mindset. Achieved significant process improvements and data security enhancements, demonstrating strong analytical skills and a commitment to knowledge sharing. Successfully integrated new technologies, boosting organizational growth and employee satisfaction. Friendly Help Desk Technician with 3 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
11
11
years of professional experience
1
1
year of post-secondary education
1
1
Certification
Work History
Knowledge Management Specialist
Stefanini IT Solutions
01.2021 - Current
- Fostered stronger relationships between distributed teams by implementing collaborative tools like wikis, discussion forums, and video conferencing platforms.
- Supported seamless integration of acquired companies by coordinating data migration projects and ensuring proper documentation of new processes and best practices.
- Reduced time spent searching for essential information by creating a user-friendly taxonomy system for company data storage.
- Enhanced collaboration within teams by facilitating cross-functional workshops and training sessions on effective knowledge sharing practices.
- Reinforced employee retention and satisfaction by recognizing and rewarding outstanding contributions to the organization''s knowledge management efforts.
- Identified areas for process improvement, gathering feedback from end-users on system usability and incorporating their suggestions into future enhancements.
- Streamlined the information retrieval process for more efficient decision-making by organizing and cataloging company documents.
- Created and maintained user accounts and properly routed documents for approval and training.
Help Desk Technician
Stefanini IT Solutions
08.2018 - 01.2021
- Provided basic end-user troubleshooting and desktop support.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problemsolving.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Configured hardware, devices, and software to set up work stations for employees.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.
- Enhanced customer satisfaction by resolving technical issues in a timely and efficient manner.
- Managed sensitive user data securely, adhering to company policies and industry best practices for cybersecurity.
- Assisted with the implementation of new technology solutions, contributing to successful organizational growth.
Pizza Delivery Driver
Jet's Pizza
07.2013 - 07.2018
- Improved customer satisfaction by consistently delivering orders on time and with accuracy.
- Verified orders prior to completing deliveries to avoid customer complaints.
- Maintained a clean driving record, ensuring safe and responsible transportation of food items.
- Managed cash and credit card transactions accurately, minimizing discrepancies in daily sales reports.
Education
Schoolcraft College
Livonia, MI 01.2014 - 05.2015
High School Diploma -
Westwood Cyber High School
Inkster, MI02.2012
Skills
- Collaboration and Teamwork
- Continuous learning mindset
- Information Architecture Design
- Strong analytical skills
- Data Analysis Expertise
- Information Security Awareness
- Document Management
- Information Management
- Knowledge Sharing
- Software Updates
- Issue Resolution
- Remote System Analysis
Certification
- CompTIA A+ Certification
Timeline
Knowledge Management Specialist
Stefanini IT Solutions
01.2021 - Current
Help Desk Technician
Stefanini IT Solutions
08.2018 - 01.2021
Schoolcraft College
01.2014 - 05.2015
Pizza Delivery Driver
Jet's Pizza
07.2013 - 07.2018
High School Diploma -
Westwood Cyber High School
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