Joshua Walker
Haslett,MI
Summary
Experienced and knowledgeable information technology professional with a strong desire to contribute training, exceptional customer service, and problem-solving skills to an information security support role. Thrives both independently and in a collaborative group setting, offering comprehensive computer help desk support including troubleshooting, installations, and maintenance. Demonstrates a keen ability to quickly identify and resolve technical issues and concerns.
Overview
9
9
years of professional experience
Work History
Technical Service Representative
Peckham
12.2024 - Current
- Resolved access-related challenges for USDA Forest Service personnel through effective ticketing systems.
- Assist users with Windows Hello for Business setup, authentication issues, and troubleshooting LincPass (PIV card) exceptions.
- Manage user accounts, password resets, and profile configurations in accordance with federal IT security standards.
- Document issue resolutions and technical procedures to improve helpdesk knowledge base and streamline support processes.
- Collaborate with USDA IT teams to escalate complex incidents and ensure timely resolution within SLA guidelines.
- Deliver clear and professional communication to end-users, maintaining a high level of customer service in a federal support environment.
- Monitor and prioritize incoming requests using a ticketing system (e.g., ServiceNow), ensuring accurate tracking and follow-through.
IT Technician
Conduent
03.2023 - 11.2024
- Provided comprehensive technical support to end-users.
- Perform troubleshooting and maintenance of Microsoft operating systems and applications, ensuring optimal functionality and user experience.
- Reset user passwords and manage account access, adhering to security protocols and ensuring data integrity.
- Develop and document procedures for common IT tasks, facilitating knowledge transfer and efficient problem-solving.
- Collaborate with cross-functional teams to implement system upgrades, patches, and new technology deployments.
IT Technician
TEKSystems
04.2022 - 11.2022
- Company Overview: Provides incident management monitoring, security, and mainframe monitoring information for the State of Michigan's Department of Technology, Management, and Budget.
- Performs Users Acceptance Testing (UAT) for updates to internal web-based applications.
- Employs ITIL3's methodology to track and report incidences using the Service Management and Monitoring System (SMMS).
- Generates tickets using BMC Remedy IT Management Software solutions and monitors potential hardware/ software failures.
- Monitors IT-related events and provides professional customer service to all State agencies and departments.
- Provides incident management monitoring, security, and mainframe monitoring information for the State of Michigan's Department of Technology, Management, and Budget.
Help Desk Technician
TEKSystems
11.2021 - 04.2022
- Operated as a service point-of-contact for the State of Michigan MiLogin help desk.
- Provided inbound callers and e-mailers with technical support by diagnosing, troubleshooting, and resolving support tickets.
- Provided daily technical support for e-mail, network connectivity, peripheral equipment, and system maintenance.
- Responsible for dispatching and logging technical calls to the proper support areas.
- Successfully managed a demanding workload in responding to telephone calls and e-mails.
- Consistently provided superior quality, timely problem-solving to callers and e-mailers.
- Contributed to call center team productivity and customer satisfaction by serving as an escalation point for technical issues other help desk technicians were resolving for their callers.
Test Driver/ Vehicle Evaluator
Technical Professional Group (TPG)
09.2020 - 11.2021
- Drove prototype vehicles, including automobiles and trucks to conducted vehicle handling and durability tests and documented results.
- Drove vehicle over test tracks, city streets, or highways to perform specified tests.
- Gathered data on vehicle performance, such as braking action, stability, and maneuverability and documented findings in a clear and concise manner.
- Listened for unusual noises from engine, transmission, differential, and body parts, indicating defects.
- Drove prototype or experimental vehicles, including automobiles and trucks.
- Performed maintenance duties, such as gassing car, changing oil, or lubricating car.
Rifleman/Infantry
United States Marines Corps
08.2016 - 11.2020
- Operated and maintained weapons such as rifles, machine guns, and hand grenades; evaluated terrain and recording topographical information.
- Trained in Marine Corps Martial Arts and multiple combat armaments including the M-16 assault rifle, the 203-grenade launcher, and the M249 squad automatic weapon (SAW).
- Represented the United States Marines to the public during parade and ceremonial events including performance of Funeral Honor Guard duties, and Toys for Tots gift distribution.
BMW Technician
Serra Auto Group
12.2019 - 07.2020
- Responsible for routine maintenance, including performing oil and filter service, tire rotations and other light line service on automotive vehicles.
- Performs work as outlined on repair orders with efficiency and accuracy, in accordance with dealership and factory standards.
- Inspected and diagnosed vehicles ranging from small cars to large SUVs using the AutoEnginuity scanning equipment.
- Performed routine 30k and 90k mile servicing's.
- Upgraded 5+ vehicles per day by repairing, replacing, and removing old tires, and brakes.
- Maintained an organized station to meet deadlines on repair orders.
Lube Tech
Capital Honda
02.2018 - 12.2019
- Expert in basic automotive maintenance oil changes, simple tire repair, electronics system checks, and battery maintenance.
- Served as a Reliability Driver to tests vehicle performance after completion of repairs to ensure proper function and ensure that vehicle conditions met customer's highest expectations.
- Performed starting & charging system tests.
- Identified and inflated 50+ tires correctly for size and ply.
- Changed oils and filters, checked tire pressure, and added fluids as needed for 40+ vehicles per day.
Education
Security Plus Certificate -
CompTIA
06.2023
Information Technology Certificate -
Detroit School for Digital Technology
12.2021
Skills
- Python
- Microsoft 365
- Customer Service
- Analytical Skills
- Problem Solving Skills
- Virtual Machines
- Incident management
- System maintenance
- Software installation
- Application support
- Network support
- Performance analysis
- Server administration
- Disaster recovery
- Desktop support
- Ticket management
- Data entry
- Product troubleshooting
- Issue troubleshooting
- Service support
- Analytical thinking
- Windows 10
- Hardware troubleshooting
- Appointment scheduling
- Microsoft outlook
- Application installations
- User support
- Hardware diagnostics
- Product training
- Account management
- System diagnostics
- Data recovery
- Systems analysis
- Staff education and training
- Account updating
- Issue escalation
- System administration
- User guidance
- Incident tracking
- Teamwork
- Problem-solving
- Time management
Affiliations
United States Marine veteran
Timeline
Technical Service Representative
Peckham
12.2024 - Current
IT Technician
Conduent
03.2023 - 11.2024
IT Technician
TEKSystems
04.2022 - 11.2022
Help Desk Technician
TEKSystems
11.2021 - 04.2022
Test Driver/ Vehicle Evaluator
Technical Professional Group (TPG)
09.2020 - 11.2021
BMW Technician
Serra Auto Group
12.2019 - 07.2020
Lube Tech
Capital Honda
02.2018 - 12.2019
Rifleman/Infantry
United States Marines Corps
08.2016 - 11.2020
Security Plus Certificate -
CompTIA
Information Technology Certificate -
Detroit School for Digital Technology
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