Joyce McDonald
@joycemcdonald
Senior Technical Operations Specialist at ARMSTRONG UTILITIES, leading 11 and managing complex escalations.
United StatesWhat I'm looking for
At ARMSTRONG UTILITIES, I lead a team of 11 and provide Tier II support for complex internet, cable, telephone, hardware, software, and connectivity issues. I support five departments and help manage daily priorities and escalations.
I review error and escalation issues, report operational results and recurring trends to management, and coordinate with third-party processors and internal departments to investigate problems. I also develop procedures and training materials to support consistent troubleshooting.
Earlier, I supported 17 offices at NETXTIER BANK / CITIZENS NATIONAL BANK and helped implement a custom customer relationship management system, training employees across all 17 offices. My experience also includes IT support at BROGLI, LANE, WEAVER ANIMAL HOSPITAL.
Experience
Work history, roles, and key accomplishments
Multiplatform Support Specialist – Tier II
Armstrong Utilities
Jan 2013 - Present (13 years 10 months)
Lead a team of 11, assign work, provide technical guidance, and manage escalations. Report operational results and trends to management, and support five departments with advanced technical troubleshooting.
Dental Billing Specialist
Family Dental
Jan 2009 - Dec 2011 (2 years 11 months)
Managed billing, insurance information, account records, and related administrative responsibilities. Maintained accurate documentation and organized customer and business information.
Production Coordinator
Applied Test Systems
Jan 2008 - Dec 2008 (11 months)
Coordinated production activities and supported operational processes.
IT Technician
Broglio, Lane, Weaver Animal Hospital
Jan 2007 - Dec 2008 (1 year 11 months)
Provided hardware, software, network, and end-user technical support. Diagnosed computer and network problems and performed system maintenance, upgrades, and troubleshooting.
Technical Support Specialist
Nextier Bank / Citizens National Bank
Jan 1998 - Dec 2005 (7 years 11 months)
Provided technical support for 17 offices, covering hardware, software, networking, custom applications, and end-user issues. Helped implement a custom CRM system and trained employees across all offices.
Education
Degrees, certifications, and relevant coursework
ITT Technical Institute
Associate of Applied Science, Computer Forensics
Associate of Applied Science in Computer Forensics from ITT Technical Institute.
Butler Senior High School
High School Diploma, General Studies
High school diploma from Butler Senior High School.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
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