Open to opportunities

Joseph O'neal

@josephoneal

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Dedicated IT Help Desk Technician with strong troubleshooting skills.

United States

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What I'm looking for

I seek a role in a dynamic IT environment that fosters growth and learning.

I am an IT Help Desk Technician with extensive experience in providing technical support and troubleshooting for various organizations. My journey in the IT field began with a strong foundation in computer science, which I have built upon through hands-on experience in diverse roles. I have successfully managed over 1000 incidents and service requests annually, maintaining a high resolution rate while ensuring customer satisfaction.

Throughout my career, I have worked with renowned organizations such as the Mayo Clinic and IBM, where I honed my skills in remote access support, account management, and customer service. I thrive in fast-paced environments and am adept at diagnosing and resolving technical issues efficiently. My commitment to continuous learning drives me to stay updated with the latest technologies and best practices in the IT industry.

Experience

Work history, roles, and key accomplishments

IT Help Desk Technician

The HCI Group / Mayo Clinic

Mar 2023 - Oct 2023 (7 months)

Provided support to Mayo employees by phone and through email, diagnosing and resolving service issues. Ran tests, troubleshot equipment, and updated software while assisting in account creation and migration.

Troubleshooting IT Support Account Management Email Support Phone Support

LVL 1 Helpdesk

Bell Tech Logix / Loop

Jun 2022 - Dec 2022 (6 months)

Managed over 1000+ Incidents/Requests per year using ServiceNow, maintaining a 75% resolution rate. Performed remote troubleshooting of software and hardware problems via email and telephone, and administered remote access solutions.

ServiceNow Troubleshooting RSA SecurID

Onsite IT Helpdesk

Caplugs

Jul 2021 - Nov 2021 (4 months)

Provided onsite and remote support to customers, diagnosing and resolving service issues. Ran tests, troubleshot equipment, and updated software while creating detailed tickets to track and resolve issues.

IT Support Troubleshooting Customer Support Ticketing Systems

Covid -Help Desk Analyst

Briljent

Feb 2021 - Sep 2021 (7 months)

Managed and oversaw implementation of new accounts for the NYS Covid helpline/desk, migrating accounts across several applications. Oversaw and instructed peers on account management and troubleshot VOIP system issues.

Account Management VoIP Troubleshooting Help Desk Ticketing Systems

Service Desk Analyst (IBM Contractor)

Zones nFrastructure

Feb 2018 - Dec 2020 (2 years 10 months)

Used ServiceNow to log, track, and manage over 1000+ Incidents/Requests annually with a 75% resolution rate. Performed password administration and access support for Active Directory and various internal systems.

ServiceNow Active Directory RSA SecurID Troubleshooting IT Support

PBX Operator

Sheraton

Aug 2017 - Oct 2017 (2 months)

Operated and maintained an open line of communication via two-way radio with department heads and other staff members. Handled a high volume of 100-200 calls per day, resolving guest complaints and concerns.

Communication Customer Service Microsoft Word Microsoft Excel

Geek Squad Agent

Best Buy

Aug 2016 - Nov 2016 (3 months)

Diagnosed and repaired hardware/software for various devices, including desktops, notebooks, and tablets. Utilized company database software daily to manage customer trouble tickets and maintain sales performance.

Troubleshooting Customer Service Database Management Technical Support Sales

Repair Tech

Computer Plus

Nov 2014 - Jan 2016 (1 year 2 months)

Diagnosed and repaired hardware/software for desktops, notebooks, and tablets. Utilized company database software daily to open, update, and close customer trouble tickets and manage shipping of repaired units.

Troubleshooting Database Management Customer Support