Joseph Penland
@josephpenland
Customer-focused IT support technician with full-stack development foundations.
United StatesWhat I'm looking for
I am an IT support professional with hands-on experience in first- and second-level helpdesk support, remote troubleshooting, and end-user assistance. I have supported ticketing workflows using ServiceNow and handled inbound/outbound technical support while contributing to knowledge-base creation and staff training.
My background includes roles as a Helpdesk Technician II and I, where I resolved issues using diagnostic techniques, covered multiple operational roles to reduce bottlenecks, and participated in specialized assignment subgroups. I pair practical IT support experience with formal training through the Google IT Support Professional Certificate and a coding bootcamp.
I bring additional leadership and customer-service experience from shift lead and staff trainer positions, and I have foundational full-stack development skills (MySQL, MongoDB, Express, React, Node.js) that enable me to collaborate effectively with engineering teams and automate or streamline support processes.
Experience
Work history, roles, and key accomplishments
Helpdesk Technician II
Stefanini
Jan 2023 - Present (3 years)
Provide second-level remote troubleshooting and knowledge-article creation, clear multiple queues, cover roles to reduce bottlenecks, and assist in training Helpdesk I staff.
Helpdesk Technician I
Stefanini
Jan 2022 - Jan 2023 (1 year)
Performed first-level remote troubleshooting and end-user support via Five9, executed restorative maintenance actions, and tracked incidents in ServiceNow.
Shift Lead
Tommy’s Express
Jan 2020 - Jan 2021 (1 year)
Allocated labor to meet peak efficiency and maintained technical appliances to ensure reliable operations during shifts.
Staff Trainer
Potbelly’s
Jan 2017 - Jan 2019 (2 years)
Trained new team members across positions and expedited simultaneous assembly of multiple catering orders to meet service demands.
Education
Degrees, certifications, and relevant coursework
IT Support Specialization, Information Technology
2022 - 2022
Completed the Google IT Support Professional Certificate focusing on foundational IT support skills and troubleshooting.
URUniversity of Richmond
Coding Bootcamp Certificate, Full-Stack Web Development
2021 - 2021
Completed a Coding Bootcamp certificate covering full-stack web development technologies and practices.
CICS Northtown Academy
High School Diploma, General High School Studies
Graduated high school with coursework completed through CICS Northtown Academy.
Availability
Location
United StatesAuthorized to work in
Job categories
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