Joshua Rowell

• Manage, Update and service Nursing Mannequin.
• Worked with vendors to ensure proper set up and implementation of A/V equipment.
• Proficient in managing Simlab.
• Assisted with adding Examsoft to entra for campus wide management.
• Analyzed network performance to identify and resolve connectivity issues.
• Collaborated with IT teams to enhance over all performance
• Upgraded network software and hardware for optimized performance.
• Developed comprehensive documentation for network configurations and troubleshooting procedures.
• Implemented upgrades for hardware and software, improving overall system efficiency.
• Resolved connectivity issues for end-users through troubleshooting and implementing solutions.

- Troubleshoot and maintained PAGA system to verify that it is working as intended as well as security from online or remote threats.

- Troubleshoot, upgrade, and managed CCTV systems that was used to monitor critical components of the plants such as valves, pressure release locations, and potential fire hazard locations.

- Utilized and Managed SCCM (System Center Configuration Manager) to remotely deploy software, software updates, and windows updates based on the which organizational unit the user or machine was assigned to.

- Utilized Windows deployment service to remotely image machines using PXE and create OS images based on specifications of each users including base software that all users needed.

- Utilized, Set up, and managed Zscalar to protect the users and machines from cyber threats.

- Utilized, Set up, and managed Forticlient VPN to establish a secure, perpetually connected tunnel for every user to the Fortinet Firewalls.

- Utilized, Set up, and managed MDM to set up, configure, and deploy company mobile phones.

- Installed and troubleshoot IP PA systems, speaker systems and IP security cameras, including networking security and compliance scans to avoid security compromise. This included Sheriffs office, doctors office, Hospitals, and banks.

- Improved system performance by 40% through timely identification and resolution of technical issues, leading to optimized operations.

- Completed software updates and assessed security patches, optimizing computer utilization and enhancing security.

- Optimized server efficiency through virtualization techniques, achieving a 20% reduction in operational costs, contributing to fiscal responsibility.

- Maintained current knowledge of emerging technologies, incorporating innovative solutions into existing systems when beneficial.

- Ensured stability and integrity of information systems supporting organizational functions, increasing overall operational reliability.

- Negotiated contracts with vendors, securing cost-effective hardware and software solutions that reduced expenses by 15%.

- Utilized Active Directory to Configure user accounts as well as machines. Add/ remove the accounts from groups, create groups that categorizes the machines / users allowing certain configurations and policies. Change passwords, disable / enable users. over 100 different companies and fields of work.

- Used Active Directory synced to Intunes to perform similar functions remotely through Microsoft cloud support with out the use of servers for certain companies.

- Configured, update and diagnose Cisco, Sophos, Ubiquiti, Watchguard, or Sonicwall firewalls and switches either using integrated GUI or CLI both remotely and directly connected via management ports.

- Used various diagnostics software such as Wireshark or NMAP to diagnose networking, WIFI, and security issues.

- Used various compliance scanning software for PCI or HIPPA compliances.

- Used VMware and Hyper-v to create virtual machines used by various companies to either manage DHCP servers, software that users can remote into, or databases such as quickbooks database.

- Upgrade, manage, and troubleshoot office security systems such as key fob and badge scanners.

- Implement, troubleshoot, and managed Security systems such as IP cameras, CCTV and video backups of security.

- Responsible to maintain offsite cold backups such as magnetic tapes.

- Minimized company downtime by 35% through proactive management of server backups and disaster recovery planning.

- Achieved faster network connectivity by installing high-performance routers, switches, and access points, resulting in a 50% enhancement in speeds.

- Enhanced data security through strategic deployment of firewalls, antivirus software, and intrusion detection systems, leading to a 60% reduction in security breaches.

- Resolved critical incidents swiftly, ensuring minimal disruption to business operations with remote assistance and on-site troubleshooting.

- Managed vendor relationships to procure IT equipment timely while adhering to budget constraints, achieving an average cost savings of $5,000 annually.

- Implemented system upgrades and optimized server settings, resulting in a 30% improvement in overall network efficiency.

- Implemented new technologies that improved overall productivity across the company''s departments.

- Utilized Active Directory and Microsoft Intunes to Configure user accounts as well as machines. Add/ remove the accounts from groups, create groups that categorizes the machines / users allowing certain configurations and policies. Change passwords, disable / enable users. over 100 different companies and fields of work.

- Configured, update and diagnose Cisco, Sophos, Ubiquiti, And Aruba firewalls, switches, and WAPs either using integrated GUI or CLI both remotely and directly connected via management ports.

- Used various diagnostics software such as Wireshark or NMAP to diagnose networking, WIFI, and security issues.

- Used VMware create virtual machines on a Linux cluster machine. Used at a backup DHCP server, software license host, and various perpetual software clients that users needed to connect as a host. Or Virtual windows environment users can remote into to use specialized software. Totaling in 10 different virtual machines all running on a cluster server made up of 6 machines with failure protection.

- Enhanced customer satisfaction levels to 95% by promptly addressing technical issues and delivering effective solutions.

- Collaborated with team members to drive continuous improvement of service desk operations, resulting in a 20% increase in productivity.

- Contributed to developing knowledge base articles, expediting issue identification and resolution by 50%. • Delivered exceptional customer support through effective communication, empathy, and active listening, leading to a significant rise in positive feedback.

- Implemented a new ticketing system that improved tracking and reporting of service desk activities, leading to a 30% increase in efficiency.

- Boosted first-call resolution rates to over 70% through thorough problem analysis and efficient troubleshooting techniques.

- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.

- Utilized Active Directory to Configure user accounts as well as machines. Add/ remove the accounts from groups, create groups that categorizes the machines / users allowing certain configurations and policies. Change passwords, disable / enable users. over 100 different companies and fields of work.

- Used various remote connection methods to provide remote support for over 100 different clients. Software such as connectwise, teamviewer, or Microsoft Quick Assist.

- Configured, update and diagnose Cisco, Sophos, Ubiquiti, Watchguard, or Sonicwall firewalls and switches either using integrated GUI or CLI both remotely and directly connected via management ports.

- Used various diagnostics software such as Wireshark or NMAP to diagnose networking, WIFI, and security issues.

- Conducted thorough quality checks on repairs, ensuring 98% optimal device performance post-service.

- Developed custom repair solutions for unique cases, achieving successful outcomes and enhancing customer trust.

- Maintained accurate records of repairs, resulting in timely work order completions over 90% of the time.

- Expedited repair processes, reducing turnaround time by 25% and significantly increasing customer satisfaction rates.

- Managed inventory of parts and equipment efficiently, contributing to an organized workspace and maximizing operational efficiency.

- Enhanced customer satisfaction by effectively diagnosing and repairing complex electronic devices, leading to positive customer feedback.

- Assisted in training new technicians, sharing expertise in advanced repair techniques and best practices.

- Communicated effectively with customers about their device''s status throughout the entire repair process, ensuring transparency and trustworthiness in service delivery.

- Used Various diagnostics tools to repair windows environment such as a repair environment that binds to the OS allowing me to diagnose, repair, remove, add, modify critical windows files or software without the OS running.

- used data recovery software on damaged or failing storage drives.