Josh Monroe

• Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.
• Optimized system operation and resource utilization to streamline workflows and processes.
• Logged activities in tracking system to maintain accurate, timely records.
• Provided support for network infrastructure and baseline configurations.
• Inspected components for full power potential before and after updates.
• Installed new desktop systems and migrated data to new machines.
• Supervised daily configuration activities and business systems operations.
• Provided end-user system and equipment training.
• Worked with document imaging technologies and deployment software.
• Maintained inventory of cell phones, laptops and peripheral equipment.
• Responded to inquiries by phone, email and walk-up requests.
• Walked user through series of steps to determine problem and implement likely solution.
• Configured and tested new software and hardware.
• Created user accounts and assigned permissions.
• Patched software and installed new versions to eliminate security problems and protect data.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Installed, configured and maintained computer systems and network connections.
• Researched and identified solutions to technical problems.
• Diagnosed and troubleshot hardware, software and network issues.
• Helped streamline repair processes and update procedures for support action consistency.
• Configured hardware, devices, and software to set up work stations for employees.
• Monitored system performance to identify potential issues.
• Installed and configured operating systems and applications.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Tested new software and hardware prior to deployment.
• Ensured servers, switches, and systems were properly maintained to keep networks running smoothly during peak periods.

As a Technician at MTSG my responsibilities include:

• Maintaining SentinelOne Secure Cloud Protection.
• Maintaining FortiClient Zero Trust Fabric Agent.
• Maintaining Domain Controller/DHCP/AD for clients.
• Work with Hyper-V/VMWare/Oracle Box.
• Maintaining remote desktop services.
• Install and Maintain Office 365 and its various add-ons.
• Maintaining WiFi and LAN networks.
• Supporting PCs, Printers, IP Phones and Cameras.

• Installed, modified and repaired software and hardware to resolve technical issues.
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
• Configured hardware, devices and software to set up work stations for employees.
• Supported multiple printers (laser, dot matrix, and thermal) which includes setup, configuration and troubleshooting.
• Performed tests of functionality, security and performance of different workstations and devices.
• Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
• Analyzed many issues to identify troubleshooting methods needed for quick remediation.
• Removed malware, ransomware and other threats from laptops and desktop systems.
• Patched software and installed new versions to eliminate security problems and protect data.
• Processed forty to fifty support requests weekly for technical assistance on wide range of issues.
• Applied patches to existing desktops and servers.
• Configured, set up and serviced Cisco Switches