Joshua Ross
Mechanicsburg,PA
Summary
Experienced IT professional with vast knowledge and extensive expertise in troubleshooting client and Windows-based operating systems. As a Senior Help Desk Technician, I have proven to be proficient in laptop and desktop repair, printer repair, and have experience with cyber security. Personally, I show strong leadership skills with a team-oriented mindset, learn and implement knowledge quickly, and present strong verbal and written communication skills
Overview
9
9
years of professional experience
Work History
Senior/Tier 3 Help Desk Technician
Phillips Managed Support Services
11.2021 - Current
- Provided expert guidance and support to technicians by serving as a key escalation resource
- Advanced troubleshooting of Windows-based operating systems
- Managed ticketing system by efficiently creating and tracking requests via phone and email to enhance support operations
- Reviewing calls and tickets to ensure quality standards and expectations are being met
- Reviewing, updating, and creating knowledge based articles
- Assisting and leading training for new employees
Help Desk Team Leader/Supervisor
Randstad Technologies, LLC
01.2017 - 10.2020
- Organized and coordinated a team schedule
- Generated reports for daily/weekly/monthly statistics
- Conducted thorough reviews of calls and tickets to maintain high-quality service delivery.
- Reviewed and updated knowledge-based articles to ensure clear usability
- Facilitated and directed training programs for new employees
Help Desk Technician
Randstad Technologies, LLC
01.2017 - 10.2020
- Extensive troubleshooting knowledge for multiple client systems
- Managed ticketing system by efficiently creating and tracking requests via phone and email to enhance support operations
- Diagnosed and resolved issues within Windows-based operating systems
Education
GED -
Harrisburg Area Community College
Harrisburg, PASkills
- Proficient with Windows-based operating systems
- Proficient with Microsoft Office/Office 365
- Competent in laptop/desktop/printer repair and troubleshooting
- Experienced with Active Directory Administration and Microsoft Entra/Azure
- Experienced with Mobile Device Management
- Skilled in device imaging and data recovery
- Well-versed in multiple ticketing systems such as Service Now/Ivanti/RemedyForce/Kaseya/Autotask
- Networking and cyber security knowledge
- Team oriented
- Fast learner
- Deadline and detail oriented
- Effective verbal and written communication
- Strong critical thinking skills
Timeline
Senior/Tier 3 Help Desk Technician
Phillips Managed Support Services
11.2021 - Current
Help Desk Team Leader/Supervisor
Randstad Technologies, LLC
01.2017 - 10.2020
Help Desk Technician
Randstad Technologies, LLC
01.2017 - 10.2020
GED -
Harrisburg Area Community College