Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Joshua Rowell

Sulphur,LA

Summary

Experienced with managing and optimizing service operations to ensure efficient and high-quality service delivery. Utilizes problem-solving skills to address and resolve customer issues promptly. Strong understanding of effective communication techniques to maintain high levels of customer satisfaction.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Field Service Operator

Sasol Chemical Complex / Longview Systems
06.2023 - 08.2025
  • Reduced downtime with proactive maintenance and regular equipment checks.
  • Actively sought ways to improve personal skills and knowledge, staying current with industry trends and advancements in technology relevant to the role of a Service Operator.
  • Demonstrated strong problem-solving abilities when faced with unexpected challenges during service operations, finding ways to resolve them effectively while maintaining high-quality standards throughout each task performed.
  • Collaborated with cross-functional teams to identify technology needs and implemented appropriate solutions for improved workflow efficiency.
  • Increased productivity by providing comprehensive technical training to employees on various hardware and software tools.

Systems Engineer

National Networks
06.2022 - 06.2023
  • Improved system performance by identifying and resolving technical issues in a timely manner.
  • Completed software updates and assessed security patches for optimized computer use.
  • Optimized server efficiency through virtualization techniques and capacity planning.
  • Maintained up-to-date knowledge of emerging technologies, incorporating innovative solutions into existing systems when appropriate.
  • Maintained stability, integrity and efficient operation of information systems supporting organizational functions.
  • Optimized networked software and operating systems by applying updates and patches.
  • Managed multiple vendor relationships, negotiating contracts to secure cost-effective hardware and software solutions.

IT Administrator

Recon Management Services, Inc.
05.2019 - 06.2022
  • Reduced company downtime by proactively managing server backups and disaster recovery planning.
  • Achieved faster network connectivity by installing high-performance routers, switches, and access points.
  • Enhanced data security through the deployment of firewalls, antivirus software, and intrusion detection systems.
  • Resolved critical incidents swiftly via remote assistance or on-site troubleshooting, ensuring minimal business disruption.
  • Managed vendor relationships effectively for timely procurement of IT equipment while adhering to budget constraints.
  • Improved overall network efficiency by implementing system upgrades, optimizing server settings, and troubleshooting issues.

Enterprise Service Desk Technician

CMA Technology Solutions
05.2018 - 05.2019
  • Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
  • Collaborated with team members to drive continuous improvement of service desk operations, resulting in increased productivity.
  • Contributed to the development of knowledge base articles for quicker issue identification and resolution by service desk staff.
  • Delivered exceptional customer support through clear communication, empathy, and active listening skills.
  • Implemented new ticketing system for improved tracking and reporting of service desk activities.
  • Boosted first-call resolution rates with thorough problem analysis and efficient troubleshooting techniques.

Advance Repair Agent

GeekSquad
10.2012 - 05.2019
  • Conducted thorough quality checks on completed repairs to ensure optimal device performance.
  • Developed custom repair solutions for unique or challenging cases, leading to successful outcomes for clients.
  • Maintained detailed records of repairs, ensuring accurate tracking and timely completion of work orders.
  • Expedited repair processes for improved turnaround time and increased customer satisfaction.
  • Managed inventory of parts and equipment, maintaining an organized workspace for maximum efficiency.
  • Enhanced customer satisfaction by diagnosing and repairing complex electronic devices.
  • Contributed to a positive workplace culture by actively participating in team meetings and sharing ideas for process improvement.

Education

Associate of Applied Science - Networking Specialist

Sowela Technical Community College
Lake Charles, LA
06-2018

Skills

  • Communicate technical issues clearly
  • Site preparation
  • Call center experience
  • Troubleshooting
  • Network troubleshooting
  • Technical support
  • Customer support
  • Disaster recovery
  • Effective communication
  • Troubleshooting and diagnosis
  • Continuous improvement
  • Cloud services

Certification

  • Microsoft 365 Enterprise Administrator Expert.
  • Microsoft Certified Azure fundamental (AZ-900).
  • Microsoft Desktop Pro, Client Pro.
  • CompTIA A+, Network+, Security+.
  • Project Management Professional Certified.
  • Axcient Disaster Recovery Certified.
  • Google IT Support Professional
  • Sophos XG / SG Firewall Certified.
  • Ubiquiti Network Professional Certified (UNP).
  • Ubiquiti Enterprise Wireless Admin Certified (UEWA).

Timeline

Field Service Operator

Sasol Chemical Complex / Longview Systems
06.2023 - 08.2025

Systems Engineer

National Networks
06.2022 - 06.2023

IT Administrator

Recon Management Services, Inc.
05.2019 - 06.2022

Enterprise Service Desk Technician

CMA Technology Solutions
05.2018 - 05.2019

Advance Repair Agent

GeekSquad
10.2012 - 05.2019

Associate of Applied Science - Networking Specialist

Sowela Technical Community College

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