Open to opportunities

Joe Edwards

@joeedwards

IT support and systems support professional delivering Tier 1/2 troubleshooting, training, and compliance-driven service.

United States

Message

What I'm looking for

I want an IT support role where I can own ticket resolution, deliver Tier 1/2 troubleshooting, and improve workflows with documentation, analytics, and customer training—while operating within strong compliance standards and continuous learning.

I’m a detail-oriented IT and systems support professional with hands-on experience troubleshooting, delivering technical support, documenting issues, and training end users. In my Johnson Controls role, I provided Tier 1 and Tier 2 support for fire alarm and suppression systems, resolving 90% of issues without escalation while improving customer satisfaction scores by 15% through system usage and maintenance training.

Across roles, I’ve consistently analyzed system usage, logged and managed service requests (including Salesforce), and reduced response time by 20% through proactive follow-ups and streamlined ticketing. I also bring a strong compliance mindset, supporting NFPA and UL standards and working across diverse, fast-paced environments—where I independently manage responsibilities, protect confidentiality, and drive continuous process improvement.

Experience

Work history, roles, and key accomplishments

Current

Rail Laborer

Current

RTD

Jun 2024 - Present (2 years)

Conduct routine maintenance and cleaning for rail facilities to ensure operational safety and professional quality of work. Maintain 10+ rail stations weekly with zero safety violations and reduced equipment downtime by 15% through proactive inspections and repairs.

Rail Facility Maintenance Safety Compliance Maintenance Scheduling Equipment Repair Customer Service Documentation

Bus Operator

RTD

Apr 2024 - Jun 2024 (2 months)

Operated public transit vehicles safely across designated routes while delivering high-touch customer service. Provided assistance to elderly and disabled passengers and used basic accounting to monitor fare collections and route efficiency.

Public Transit Operations Route Safety Customer Service Performance Monitoring

Customer Support Delivery Driver

Kroger

Jan 2024 - Apr 2024 (3 months)

Delivered orders while providing customer support and maintaining accurate delivery records. Used basic accounting to track customer orders, manage inventory-related delivery tracking, and keep delivery documentation current.

Delivery Coordination Customer Service Record keeping Inventory Management Problem Solving Communication

Tier 1/2 Support Analyst

Johnson Controls

Dec 2022 - Aug 2023 (8 months)

Provided Tier 1 and Tier 2 support for fire alarm and suppression systems, resolving 90% of issues without escalation. Logged service requests in Salesforce for 100+ active accounts, trained clients to improve satisfaction by 15%, and reduced average response time by 20% through streamlined follow-ups.

Salesforce Ticketing Response Time Reduction Resource Planning

Emergency Dispatch Operator

Johnson Controls

Jun 2022 - Dec 2022 (6 months)

Handled inbound calls, monitored alarm systems, and resolved client issues while providing timely updates. Assigned technicians and dispatched emergency service teams to 50+ client sites weekly in compliance with NFPA and UL standards.

Inbound Call Support Incident Response Coordination Building Automation Awareness

Transportation Security Officer

Transportation Security Administration (TSA)

May 2016 - Oct 2019 (3 years 5 months)

Provided frontline aviation security by screening passengers and baggage to identify dangerous objects and prevent prohibited items from boarding aircraft. Operated x-ray imaging systems (including OSARP and CT80), maintained confidentiality with sensitive security information, and tracked security protocols and reports using a personal computer.

Aviation Security Screening X Ray Image Interpretation CT80 OSARP Equipment Threat Detection Confidentiality