Joshua Young
Shoreline,WA
Summary
Customer support professional with 5+ years of experience troubleshooting technical
and account-related issues, resolving escalations, and supporting customers in high-
volume environments. Strong foundation in IT and cybersecurity concepts with proven
ability to explain technical solutions clearly to non-technical users.
Overview
5
5
years of professional experience
Work History
Associate Coach / Experience Associate Manager
T-Mobile
Meridian, USA
01.2021 - Current
- Provided technical troubleshooting support for customers and coached a team of
8 associates on device configurations, issues, and service solutions. - Troubleshoot issues by isolating variables, identifying root causes, and applying
appropriate solutions. - Managed escalations requiring advanced technical understanding and clear
resolution delivery. - Trained and coached associates on effective troubleshooting techniques and
customer communication.
Interim Senior Trainer
T-Mobile
03.2023 - 09.2023
- Selected to train and onboard three new-hire cohorts (25-30 new associates per cohort) through an 8-week structured training program.
- Delivered curriculum, supported live-call transitions, and ensured readiness for customer-facing responsibilities.
- Managed training support staff and coached new hires into confident, independent contributors.
Education
Associate of Arts - American Sign Language
College of Southern Idaho
Twin Falls, ID07-2018
Skills
- Troubleshooting & Root Cause Analysis
- Customer-Facing Technical Support
- Linux (foundational)
- SQL (basic queries)
- Python (beginner)
- SIEM & IDS Concepts
Education And Certifications
Associate of Arts, American Sign Language, 05/01/18, College of Southern Idaho, Twin Falls, ID - Additional Courses: Computer Science (C++), Calculus III, Differential Equations
Google Cybersecurity Certificate, 11/09/25
CompTIA Security+ Preparation, 01/10/26
Projects And Leadership Experience
- Co-Lead, DE&I Accessibility Community, T-Mobile, 01/01/24, 07/31/24, Co-led accessibility and disability awareness initiatives within the Meridian organization., Supported community involvement efforts including Special Olympics and disability advocacy events., Promoted inclusive practices and employee engagement across teams.
Timeline
Interim Senior Trainer
T-Mobile
03.2023 - 09.2023
Associate Coach / Experience Associate Manager
T-Mobile
01.2021 - Current
Associate of Arts - American Sign Language
College of Southern Idaho