Josh Engel

Work History

Netsmart Technologies

06.2022 - Current

Proactively lead a five-person team that provides full managed services support to four primary clients
Act as a liaison between Field Services and Help Desk teams, as well as client leadership teams
Communicate RCA to client leadership
Manage third-party technology vendors, including Barracuda, UltiPro, T-Mobile, Insight, Zoom, and Microsoft
Engage in weekly team and 1:1 meetings to ensure projects are progressing and on schedule
Monitor support ticket queues daily for multiple clients to ensure SLAs are being met
Delegate tasks and assign projects to team members based on their strengths and areas of expertise
Provide technical, logistical, and time management guidance to my team to help them meet their goals and hit task milestones
Provide additional end-user support as needed with O365, MFA, SSO, Azure/Entra, Active Directory, Avaya, EDR, VMs, network shares, printers.

Netsmart Technologies

06.2018 - 06.2022

Performed troubleshooting and solved problems related to PC hardware and software
Updated customers regularly on ongoing trouble tickets and provided full report of issues
Administration of Active Directory, VOIP phone system, Office 365, Barracuda e-mail security suite
Endpoint deployment and management
Interfaced with server and network engineering teams to evaluate and address issues
Extensively documented policies, procedures, and protocols to create uniformity between Field Services and Tier 1 and 2 support teams
Took ownership of Avaya VOIP system and regularly worked with end users and support vendors to streamline the system.

ENGIE Services North America

09.2015 - 06.2018

Diagnosed and resolved system hardware and software issues using advanced root-cause analysis
Identified and developed methods and techniques to troubleshoot challenging technical problems for end users
Researched, strategized, and implemented technical documentation, training procedures, and usage policies
Performed system administration in Active Directory, Office 365, Mitel VOIP, and other third-party software
Provided ongoing training and technical assistance to users at the desktop level and created more efficient processes to minimize downtime
Designed and evaluated project plans and tracked complex projects to completion through all phases to enhance existing applications.

Tritech Consulting

11.2014 - 09.2015

Provided infrastructure and help desk support for small to medium-sized business clients
Supported clients both remotely and on site with hardware and software troubleshooting
Performed troubleshooting and maintained all networking devices and infrastructure including switches, routers, and firewalls
Restored data, operating systems, files, documents, and drivers
Resolved customer issues in a clear, courteous, and straightforward manner.

Epicor Software

10.2010 - 11.2014

Installed, maintained, and performed troubleshooting on Dell PCs and servers, printers, Point-of-Sale peripherals, and advanced networking equipment
Provided timely phone and onsite hardware support for a wide variety of network sizes and configurations
Maintained professional relationships with customers and kept them up to date with Epicor's current and future hardware and software offerings
Utilized time-management and organization skills to efficiently service customer base that covered a large geographical area
Helped customers make decisions regarding business growth and profitability by acting as a trusted advisor.