Joshua Thompson
Jarrell,TX
Summary
Veteran Systems Engineer versed in developing solutions for mission-critical needs. Specializes in deploying systems within ongoing operations while causing minimal disruptions. Committed to verifying compatibility, required operational thresholds and budgetary compliance of developed products.
Overview
20
20
years of professional experience
Work History
Systems Engineer
Informatica
07.2015 - Current
- Managed the deployment of hundreds of Okta application integrations using OIDC and SAML
- Responsible for all PowerShell scripting and automation
- Identify manual processes then implement end to end custom built software automation solutions
- Integrate third party software into current and new automations via SOAP, REST, etc.
- Document application and automation architecture
- Solved complex issues by working with users and vendors
Sr. Desktop Support
Financial Engines
07.2014 - 07.2015
- First and second level onsite support and troubleshooting via phone, walk ins, and email
- Troubleshoot computer and network issues and, if needed, escalate to higher level support
- Manage and prioritize tickets by SLA and resolve in the most efficient way possible
- Solved complex issues by working with users and vendors
- Support of a wide variety of Polycom audio and video solutions
Tier 2 Desktop Support
Stanford Hospitals & University
05.2014 - 07.2014
- Second level onsite support and troubleshooting at multiple locations
- Troubleshoot computer and network issues and, if needed, escalate to higher level support
- Manage and prioritize tickets by SLA and resolve in the most efficient way possible
- Imaged machines and managed assets
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
Service Desk Analyst
Fallon Community Health Plan
07.2012 - 02.2014
- Provide first level and second level support for internal users via phone, walk ins, and email
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Engaged in user support interactions via telephone, chat and email platforms.
Technical Support VoIP
Broadvoice, Inc.
08.2008 - 05.2012
- Troubleshooting of end users networking devices as well as our own VoIP equipment
- Call center customer service and support via phone and email
- Ticket and escalate problems quickly and efficiently to their appropriate departments
Desktop Support and IT
Parker Aerospace
04.2007 - 07.2007
- Coordinated the implementation of new workstations in a 150+ machine environment
- Configuration of and migration to Windows 2003 domain and file servers
- General IT and Help desk duties
Computer and Network specialist
After Hours Computing
06.2003 - 04.2007
- Onsite and offsite support business and end users
- Troubleshooting and repair of desktop, laptop, and server hardware
- Maintained thorough understanding of local area and wide area networking and components.
- Computer and printer networking and cabling
Education
Computer Information Systems -
MWCC
Gardner, MAGeneral Educational Development -
Devens
Devens, MA01.2005
Skills
- PowerShell
- Okta
- Bash
- Python
- REST/SOAP API
- VBNet / C#Net
- Active Directory / AzureAD
- HTML / CSS
- Visual Studio
- WinNT – Win11, Server 2000 - 2022
- Core Networking Concepts
Personal Information
Citizenship: USA
Languages
English
Native or Bilingual
Tagalog
Full Professional
Timeline
Systems Engineer
Informatica
07.2015 - Current
Sr. Desktop Support
Financial Engines
07.2014 - 07.2015
Tier 2 Desktop Support
Stanford Hospitals & University
05.2014 - 07.2014
Service Desk Analyst
Fallon Community Health Plan
07.2012 - 02.2014
Technical Support VoIP
Broadvoice, Inc.
08.2008 - 05.2012
Desktop Support and IT
Parker Aerospace
04.2007 - 07.2007
Computer and Network specialist
After Hours Computing
06.2003 - 04.2007
Computer Information Systems -
MWCC
General Educational Development -
Devens
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