Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Josue Montalvo

Piscataway,NJ

Summary

Astute IT support professional with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues.

Overview

5
5
years of professional experience

Work History

IT Help Desk Team Lead

ThinkTech IT
10.2023 - Current
  • Developed and maintained documentation for standard operating procedures (SOPs) to ensure consistent service delivery for 20+ clients.
  • Assisted with the recruitment, training and support of 3+ Help Desk Technicians.
  • Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
  • Recording and documents ticket trends per client on a weekly basis.

Tier 1 Support Technician

ThinkTech IT
09.2022 - 10.2023
  • Providing desktop and mobile support using remote connection software for various clients in the United States via phone and email.
  • Creating knowledge base (KB) articles detailing standard operating procedures for various applications and services for 20+ clients.
  • Assisting with the professional services team with projects including client onboarding and migrations onsite and remotely.
  • Used ticketing systems to manage and process support actions and requests.

IT Help Desk Technician

Rutgers School of Social Work
08.2021 - 09.2022
  • Troubleshoot, diagnose, and resolve technical hardware and software issues for faculty and staff either in-person, email, or over the phone across the 3 buildings.
  • Maintaining and creating technical documentation and service catalog on the installation of software, the configuration of hardware, and problem troubleshooting.
  • Communicating with other team members to carry out projects of varying sizes such as desktop and laptop assignments, software updates, and migrations.

Auto Parts Store Manager

AutoZone
10.2020 - 08.2021
  • Supervised guests at front counter, answering questions regarding products.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Monitoring and documenting the store's inventory and overstock multiple times a day.
  • Counting registers and the petty cash safe daily when opening and closing.
  • Rotated merchandise and displays to feature new products and promotions.

Auto Parts Sales Associate

AutoZone
02.2020 - 10.2020
  • Established personal connections with customers, exceeding customer service expectations.
  • Assisting customers with advice, product knowledge, and directions for purchases in both English and Spanish.
  • Providing courtesy automotive services such as battery changes, headlight and taillight bulb installations, replacement of wiper blades, and check engine light diagnostics.

Education

Bachelor's Degree - Computer Engineering

Rutgers New Brunswick
New Brunswick, NJ
05.2022

Skills

  • Customer Service
  • Windows
  • Mac OS
  • Help Desk
  • Active Directory
  • Software Troubleshooting
  • Computer Networking
  • Microsoft Office
  • Google Suite
  • Bilingual
  • Hardware diagnostics
  • User training

Languages

English
Spanish

Timeline

IT Help Desk Team Lead

ThinkTech IT
10.2023 - Current

Tier 1 Support Technician

ThinkTech IT
09.2022 - 10.2023

IT Help Desk Technician

Rutgers School of Social Work
08.2021 - 09.2022

Auto Parts Store Manager

AutoZone
10.2020 - 08.2021

Auto Parts Sales Associate

AutoZone
02.2020 - 10.2020

Bachelor's Degree - Computer Engineering

Rutgers New Brunswick

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Josue Montalvo