Joshua Tizon
Edmonds,WA
Summary
Versatile Technical Support Engineer skilled at offering users easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
7
7
years of professional experience
Work History
Lead IT Support Engineer
Zulily
04.2020 - 12.2023
- Supported Zulily's IT Service Management (ITSM) platform (Atlassian Jira Service Management) to mitigate incidents, enable cross-department collaboration, and align teams on company-wide initiatives
- Led a team of 9 IT engineers across the US supporting 1500+ team members globally and fostered a successful working relationship between cross-country teammates to ensure efficient and even workloads
- Spearheaded large scale integration and change management for applications including Snipe IT Asset Management, MS Entra ID, Workday, Sharepoint, and JAMF
- Expanded and maintained Zulily's IT knowledge space (JIRA Confluence) with the latest SOPs and access controls to adhere to compliance policies
- Held bi-weekly meetings cross-departmentally to review wins and losses
- Developed and implemented a web-based onboarding course to provide a seamless and consistent experience for over 950 new team members between 2020-2023.
Infrastructure Engineer
Zulily
10.2018 - 12.2020
- Implemented and managed infrastructure on-prem, cloud storage and backups for all digital assets owned by Zulily utilizing AWS and Rubrik software.
- Collaborated on cross-departmental projects involving disaster recovery policies and security.
- Documented all new updates, changes and processes for the infrastructure engineering team in Atlassian Confluence.
IT Support Engineer II
Zulily
10.2016 - 10.2018
- Provided white-glove technical support and problem resolution on a range of hardware and software issues for over 1500 employees
- Administered IT applications including Active Directory, MS o365 products, Jira, Connectwise, Okta, and MS Deployment Toolkit
- Effectively communicated company-wide technology updates and changes through meetings, e-mail and presentations
- Ran weekly new-hire tech orientations on using VPNs, setting up e-mail and chat apps, using SSO, and how to submit support requests.
Education
Some College (No Degree) - Business Merchandising
Shoreline Community College
Shoreline, WASkills
- Attention to detail
- Communication
- Time management
- Software installation and deployment
- Network Troubleshooting
- Help Desk Support
- Email Administration
- Remote Desktop Support
- IT Asset Management
Timeline
Lead IT Support Engineer
Zulily
04.2020 - 12.2023
Infrastructure Engineer
Zulily
10.2018 - 12.2020
IT Support Engineer II
Zulily
10.2016 - 10.2018
Some College (No Degree) - Business Merchandising
Shoreline Community College
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