Joshua Robles
IT Professional
Bronx,NY
Summary
Computer Science graduate with high adaptability combined with eagerness to learn. Experienced with diagnosing and resolving technical issues efficiently. Utilizes effective communication skills to assist users and ensure their needs are met. Track record of providing exceptional customer support.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Helpdesk Technician
SUNY Downstate Medical Center
09.2024 - Current
- Answered approximately 40 incoming calls for users, while also being available via email or chat (Teams, Slack etc.)
- Assist in troubleshooting user issues related to computing hardware and software and provide solutions on the phone or in person.
- Routinely check voice mail and Service Desk queue in the current ticketing system for outstanding end user requests.
- Image new and recycled desktops, laptops and mobile devices for deployment.
Technology Associate
Union Theological Seminary
08.2023 - 07.2024
- Manage the recording and streaming of high-profile events lasting anywhere from 1 - 2 hours, including hosting former and current members of government.
- Resolve various network and hardware tickets for the campus staff and students.
- Run software and hardware maintenance on campus machines.
- Oversee and supported the installation of new routers in new staff housing.
Network Support Intern
NTTDATA
03.2023 - 05.2023
- Ran scheduled and ad hoc maintenance on data cabinets and all cables or devices relating to network devices. (Ethernet cables, adapters, access points, switches etc.)
- Utilized ServiceNow for ITSM and ITAM to reorganize inventory to transition to a new storage policy.
- Organized hard/NVME drives marked for disposal, repair, available use, and legal hold.
Education
Bachelor of Science - Computer Science
Lehman College, CUNY
The Bronx, NY05.2022
Skills
- Java
- JavaScript
- HTML5
- Windows
- Mac OS
- Linux
- GitHub
- Unreal Engine 5
- Visual Studio Code
- ServiceNow
- PCs
- Incident management
- Remote support
- IT documentation
- Software installation
- Ticket management
Certification
Google IT Support Certificate, 12/23
Independent Projects
IT Volunteer, Pittsburgh Collaborative, Pittsburgh, PA,
- Developed a live form for the Pittsburgh Collaborative used to collect data from a survey to take information to provide people with food or hygiene supplies (soap, feminine hygiene products, etc.).
- Information is printed into a shipping label to assess what supplies to send out.
- Made in React and hosted on Firebase
Timeline
Helpdesk Technician
SUNY Downstate Medical Center
09.2024 - Current
Technology Associate
Union Theological Seminary
08.2023 - 07.2024
Network Support Intern
NTTDATA
03.2023 - 05.2023
Bachelor of Science - Computer Science
Lehman College, CUNY
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