Summary
Overview
Work History
Skills
Projects
Education And Professional Development
Systems And Applications
References
Timeline
Generic

Joshua Waddell

5000 Running Brook Joshua,TX

Summary

Dynamic Sr. Technical Analyst II at BNSF with expertise in technical support and troubleshooting. Proven track record in reducing device expenses and enhancing application performance. Skilled in data analysis and project management, I excel in collaborating with cross-functional teams to drive efficiency and deliver impactful solutions.

Overview

15
15
years of professional experience

Work History

Sr. Technical Analyst II

BNSF
Fort Worth, Texas
06.2016 - Current
  • Engineering Help Desk- daily troubleshooting, fixing, and escalating Engineering Application issues; Led the Engineering Help Desk with a team ranging between 2-10 agents, providing training and support for all Engineering applications between my team and Engineering employees on Track, Signal, Roadway, and Structures crafts; Oversee and assisted with managing help desk team, including annual vacation scheduling, current licenses, and training for new hires and new application updates; developed and maintained technical documentation for system integrations and updates; Collaborated with cross-functional teams to troubleshoot software and hardware issues; Provided guidance on integration strategies between legacy systems and newer technologies;
  • Device Management- B.U.C. for all laptop and hardware requests across Engineering; research and determine which employees need a new device, device expenses reduced each year since becoming the B.U.C. for Engineering.
  • Transportation Support- trained on the Transportation desk this year, learning all Mainframe commands for Carload and Intermodal, learned all Transportation policies and procedures, sufficiently supported the desk in March assisting intermodal facilities and yards with unit and carload management across BNSF network, and in addition supported learning portal issues, mobile apps, iPad functionality, and password management.
  • Mobile and Web app support- I supported several applications across BNSF which included Time and Expense, Work Management, Hours of Service, ETR, Genesys, Service Now, Curve staking, MTR, Oasis, TSS, TSS Xpress, Joint Audit, MWR, ATI, Mobiledocs, My Approvals, and several other smaller applications;
  • Created reports outlining top call drivers, as well as any issues or opportunities identified during analysis.

Claims Analyst

BNSF
Fort Worth, Texas
01.2014 - Current
  • Claims- researched and answered all claims received in the Santa Fe, Burlington Northern and Signal agreements; prepared Declination letters on a daily basis to ensure time limits are met in accordance with all agreements; negotiate Settlements with Union officials regarding valid claims on a weekly basis; in communication with Contractors, Maintenance of Way exempt employees, and various other departments for claims research; direct communication with Timekeeping and LR on a daily basis to ensure accuracy and efficiency of each claim; part of the new claims database system testing to guarantee the user interface is functional, efficient, and error free.

General Clerk BNSF

BNSF
Fort Worth, Texas
01.2011 - 01.2014
  • Claims- Accountable for all claims management in the Burlington Northern and Frisco agreements; contacting contractors for claims research; communicate with Timekeeping and LR to ensure accuracy and completion for each file; take responsibility for BN and Frisco claims during Supervisors absence.
  • DOT Compliance- Accountable for DOT Compliance in accordance with Federal Regulations for all M.O.W. drivers; helped streamline process for DOT audit project; helped design DOT documents for New Hire DOT packets.
  • Manpower Planner- Point person for all District 500 Maintenance of Way duties; ensure exceptional customer service and arrangements made in compliance with BN Union Agreements; responsible for various track maintenance functions on territory/division in support of the overall field activity for the BN agreement.
  • DriveCam- Monitored all DriveCam activity daily to ensure all vehicles are assigned appropriately and update the DriveCam system as needed.
  • Ensured all expired qualifications are addressed daily in conjunction with Manpower Planning agreements.

Skills

  • Technical support and troubleshooting
  • Device and database management
  • Documentation and performance evaluation
  • Data analysis and claims management
  • Project management
  • Application support

Projects

E.A.M. Project- Assisted with Phase III to test compatibility of the EAM system using SAP, PARS, PMI, and Asset Hub to ensure user interface is optimized and assisted with Database Management organization tasks. Transportation iPad Deployment - Distributed and set up iPads across the BNSF network for the entire Transportation craft. MRL Rollout- Assisted rolling out all laptops, mobile devices, and iPads for MRL merger in 2024. Global Protect - Helped with initial rollout, setup, and troubleshooting of Global Protect company-wide. Walk Me - First team to implement WalkMe into an application. Learned the application and incorporated it into the Time and Expense application to assist new and current users with navigating and inputting time daily. LCMS- Testing, Implementation, and Rollout of New claims website- Lead the testing, design, and implementation of the Engineering Claims website.

Education And Professional Development

  • Southern Nazarene University, Bethany, Oklahoma, Bachelor of Science, Marketing, 01/01/99, 12/31/01
  • Front Line Supervisor (F.L.S.) Certified

Systems And Applications

Claims Database, SAP, DOT Tracking System, E.T.R., Mainframe (Engineering and Transportation), Work Force Hub Drive Cam, BI Query, MAPS, SharePoint, Structures 21, Microsoft Office apps, EAM, ETER, Walk-Me, Tableau, Service-Now, Several Engineering mobile applications, MWR, MTR, TSS Xpress, Oasis, Joint Audit, and some HTML and CSS

References

References available upon request.

Timeline

Sr. Technical Analyst II

BNSF
06.2016 - Current

Claims Analyst

BNSF
01.2014 - Current

General Clerk BNSF

BNSF
01.2011 - 01.2014

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Joshua Waddell