Joseph Ash
San Jose
Summary
IT Support Specialist with 3+ years of experience providing Tier 1 and Tier 2 technical support across macOS and Windows environments. Skilled in troubleshooting hardware, software, and networking issues, administering Microsoft 365 applications, and managing Apple devices through Jamf Pro and Apple Business Manager. Adept at handling high-volume service requests, maintaining IT asset inventories, and contributing to cross-functional projects. Known for strong communication, documentation, and problem-solving skills that ensure timely resolution and high user satisfaction.
Willing to relocate: Anywhere and Authorized to work in the US for any employer
Overview
8
8
years of professional experience
1
1
Certification
Work History
Lead Inside Technical Analyst
All-Guard Alarm Systems, Inc
02.2024 - 10.2025
- Provided Tier 1 & Tier 2 support for customers and inter-company technicians via phone, chat, Zoom, and email, resolving technical, networking, and camera-related issues.
- Managed and supported cloud-based camera systems and remote monitoring platforms, ensuring secure connectivity and reliable performance.
- Set up employee Desktops, microsoft user accounts, proprietary database user-accounts, and inter-company devices such as windows computers, MAC OS laptops and work phones.
- Configured and supported AI-enabled camera analytics (motion tracking, facial/vehicle recognition, object detection) using Hik-Partner Pro, NVMS V3, IVMS 4200, Hik-Connect, LTS-Connect, and Turing Cloud.
- Scheduled and coordinated service calls, reviewed customer accounts, and addressed problem signals to ensure system integrity.
- Oversaw technical issues for a team of 3 in the Service Department
- Traveled with installation/sales representatives on customer sites to quote, consult, and provide technical guidance on a smart home system's setup.
- Delivered remote configuration support for alarm systems, access control, z-wave devices, and CCTV solutions.
- Assisted with network troubleshooting including port forwarding, IP addressing, and connectivity setups for cameras, NVR servers, and PoE switches.
- Configured and supported camera analytics (AI recognition, motion tracking) using Hik-Partner Pro, NVMS V3, IVMS 4200, Hik-Connect, LTS-Connect, and Turing Cloud.
- Utilized enterprise software such as Resideo Alarmnet 360, Total Connect 2.0, DMP Dealer Admin, VKP, Telguard, M2M, and DICE to remotely program and troubleshoot security systems.
- Conducted technical training sessions for staff and end-users, including product demonstrations and new system rollouts.
- Supported end-user and internal hardware such as mobile applications and Jamf, Microsoft 365 tools (Teams, G-Suite, Azure) for account setup and troubleshooting on company devices.
- Installed, configured, and troubleshot remote access software (FastSupport, Zoom) to assist with remote diagnostics.
- Maintained high call adherence while balancing data entry, account updates, and documentation of technical support requests.
Field Support Technical Specialist
Bay Alarm
08.2023 - 09.2023
- Delivered Tier 1 technical support for internal staff, field technicians, and customers across Windows environments and proprietary security platforms.
- Cross-trained with IT, Tech Support, and Cloud teams to provide minor desktop support, troubleshoot connectivity issues, and assist with service routers.
- Configured and troubleshot IP addresses, port forwarding, and network paths (LAN, DHCP, NTP, Cloud) for camera and alarm systems.
- Remotely programmed and supported DMP, Honeywell, Silent Knight, and Ademco panels using tools such as Compass 2.0, DMP Dealer Admin, Total Connect 2.0, and Remote Link.
- Assisted on-site technicians with sensor/zone configuration, alarm signal verification, and pre-installation testing to ensure system integrity
- Supported mobile app setup and troubleshooting for end-users, ensuring seamless integration with alarm systems.
- Managed Verizon IMEI/SIM and AT&T FirstNet activations/deactivations, ensuring proper device provisioning.
- Provided end-user support via phone, live chat, and email; maintained high call adherence while resolving technical issues.
- Maintained and updated sensitive customer account data, processed work orders/change orders, and generated NFPA fire inspection reports
- Utilized RMM tools for remote monitoring, troubleshooting, and system configuration
- Collaborated cross-functionally to improve workflows, document processes, and support IT initiatives.
Night Audit Supervisor
Double Tree Hilton
10.2023 - 01.2024
- Primarily worked shifts 10-6 AM
- Provide exceptional & above/beyond service to each guest. Providing hotel amenities, answering questions, assisting with payment issues etc.
- Used ONQ system to check in/out guests.
- Used ONQ system in order to complete nightly audit tasks such as posting hotel payments, filing hotel specific reports, correcting house account balances, checking for any room charge discrepancies and resolving as needed per hotel requirements.
- Used ONQ system to update server to next day.
- Provided room amenities for guests upon request.
- Supervise/provide necessary manager assistance to 2nd nightly front desk agent.
Customer Service/Receptionist
BMW CONCORD
02.2020 - 05.2021
- Handled high-volume inbound/outbound calls across multiple dealerships (BMW, MINI, Audi) using Cisco and Jabber systems.
- Scheduled service and sales appointments, coordinated with advisors, and ensured timely customer follow-up.
- Supported front desk operations: greeting clients, directing inquiries, and managing departmental communications.
- Performed data entry and database processing for automotive parts returns and service records using BMW proprietary systems.
- Created spreadsheets, schedules, and reports; maintained departmental email/memo communications.
- Utilized multiple enterprise applications including Microsoft Office Suite, CDK Drive, MyKaarma, Xtime, DCSnet, and Elsa-Pro.
Retail Sales Associate/ FIT Expert (KEYHOLDER/LEAD)
Redwing Shoes
02.2018 - 01.2020
- Assisted customers with product selection and fitting, ensuring proper sizing and comfort.
- Onboarded and trained new hires on sales procedures and company systems, completing the FIT Program certification.
- Managed outbound communications for repairs, cleanings, special orders, and business accounts.
- Processed vouchers, store transfers, dropships, and repair updates using Red Wing Business Advantage Account (RWBAA) and other proprietary systems.
- Performed administrative tasks including scheduling, inventory tracking, and account logging.
- Utilized Microsoft Office Suite (Word, Excel, PowerPoint) and company software (RWBAA, Aetrex, RWU) for reporting and documentation.
- Coordinated with corporate and other stores to resolve account disputes and ensure smooth operations.
Cashier
Jollibee Foods
08.2017 - 10.2017
- Did cashier processing and completing customers orders
- Cleaned the dining room of the establishment
- Stocked shelves
Intern
SunPower
07.2017 - 07.2017
- Create new ideas and marketing techniques for the selling of solar panels
- Worked in a group with other interns to envision, design, and create a hypothetical product
- Was project manager for the team I was assigned too.
Education
Associate's - Network Technology & Cybersecurity
Las Positas College
Livermore, CA11.2025
High School Diploma - General Studies
Dozier Libbey Medical High School
Antioch, CA06.2018
Skills
- Operating Systems: Windows (support, installation, updates), macOS, Chrome OS, UbuntuNetworking: TCP/IP, DHCP, DNS, VPN, Wi‑Fi, port forwarding, routing, network monitoring, hardware support
Microsoft 365 & Cloud: Outlook, Teams, SharePoint, OneDrive, Azure Fundamentals, G‑Suite, cloud service support
Device & Endpoint Support: Jamf Pro, Apple Business Manager, Android/iOS support, mobile device provisioning (Verizon IMEI, AT&T FirstNet), IoT device support
Security & Systems: Firewall, antivirus, Active Directory (3 years), RMM tools, CCTV/AI camera systems, Honeywell, DMP, Silent Knight, Ademco panels
Software & Tools: Microsoft Office Suite (Word, Excel, PowerPoint), Slack, Salesforce, QuickBooks, Adobe Creative Suite, CATIA
Technical Support: Tier 1 & Tier 2 troubleshooting, help desk ticketing, remote support (FastSupport, Zoom), live chat/email/video conferencing support
Hardware Support: Server hardware, laptops, storage devices, peripherals, installation and maintenance
Documentation & Training: User guides (7–10 developed), technical training sessions, workflow documentation, project management
Other Strengths: Fast typing (104 WPM), adaptable, strong communication, customer support, team collaboration
Certification
- CGSA-CCTV Certified January 2025 to Present The CGSP-CCTV certification focuses on security industry essential theoretical knowledge, operation & Installation of CCTV products including cameras, storage products and application of video management system.
- Driver's License
- CompTIA Security+ September 2025 to September 2028
- Microsoft Certified: Azure Fundamentals
- CPR Certification
Timeline
Lead Inside Technical Analyst
All-Guard Alarm Systems, Inc
02.2024 - 10.2025
Night Audit Supervisor
Double Tree Hilton
10.2023 - 01.2024
Field Support Technical Specialist
Bay Alarm
08.2023 - 09.2023
Customer Service/Receptionist
BMW CONCORD
02.2020 - 05.2021
Retail Sales Associate/ FIT Expert (KEYHOLDER/LEAD)
Redwing Shoes
02.2018 - 01.2020
Cashier
Jollibee Foods
08.2017 - 10.2017
Intern
SunPower
07.2017 - 07.2017
High School Diploma - General Studies
Dozier Libbey Medical High School
Associate's - Network Technology & Cybersecurity
Las Positas College