Justin Albright
Olathe
Summary
Personable and solution-focused, bringing solid understanding of technical troubleshooting and excellent communication skills. Knowledgeable in diagnosing and resolving software and hardware issues, along with proficiency in remote support tools. Committed to enhancing user experience and ensuring smooth IT operations.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Helpdesk Analyst
NetStandard
03.2025 - 10.2025
- Resolved technical issues for end-users across multiple platforms, enhancing user satisfaction and productivity.
- Provided timely support via phone, email, and chat, maintaining effective communication with clients using remote troubleshooting.
- Managed alerts, service and incident requests through ticketing system, prioritizing tasks to meet organizational needs effectively.
- Provided on-site support for clients in a rotational basis.
- Experience with Office 365/Azure Entra ID and On-Prem Active Directory administration.
- Dealt with power/ISP outages until resolution was confirmed for multiple clients.
- Collaborated with cross-functional teams to escalate complex issues for faster resolution via Microsoft Teams.
- Worked On-call in a rotational basis to ensure 24/7 support for our clients over the weekends.
- Documented troubleshooting procedures in knowledge base, improving team efficiency and response times.
Service Desk Technician
Wholestack Solutions
08.2022 - 01.2025
- System administration, NOC and desktop support combined role.
- Maintained and created technical documentation in an industry leading knowledge base.
- Managed ticketing system effectively, prioritizing tasks based on urgency and impact on business operations.
- Boosted first-call resolution rates with thorough troubleshooting and problem-solving skills.
- Conducted computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
- Acted as a liaison for end-users between third-party vendors and support.
- Provided server administration via backup/disaster recovery, license and certification management and DNS/DHCP.
- Network Management including Cisco and Palo Alto routers, switches and firewalls.
- Oversaw firewall intrusion assessment for Cisco FMC and Palo Alto Panorama environments.
- Supported Cisco Unified Connection Manager VoIP environments.
Service Department Intern
Complete Technology Services
04.2022 - 07.2022
- Three month rotation-based internship consisting of help desk experience, onboarding/offboarding experience and O365 experience.
Education
Systems & Security Administration Program - Information Technology
Centriq Training
02.2022
Skills
- End-User Support
- Office 365 Administration
- On-Prem Active Directory/Entra ID
- Network Troubleshooting
- Security Fundamentals
- Remote Support
- Virtualization Technologies
- Continued Growth in IT Knowledge
Certification
CompTIA Network+
Timeline
Helpdesk Analyst
NetStandard
03.2025 - 10.2025
Service Desk Technician
Wholestack Solutions
08.2022 - 01.2025
Service Department Intern
Complete Technology Services
04.2022 - 07.2022
Systems & Security Administration Program - Information Technology
Centriq Training