Joshua Pineda
Surrey,BC
Summary
Customer focused Technical Support representative who consistently demonstrates strengths with customer experience through choice of language in written and verbal communication. Versed in using tactful judgement when engaging in complex customer encounters.
Overview
4
4
years of professional experience
Work History
Service Delivery IT Specialist
EC Managed IT
01.2023 - Current
- Triaged technical issues of varying complexities.
- Fielded incoming calls from clients who have technical issues.
- Provided hands-on support to IT Technicians as needed.
- Provided high level of service to clients, being the first point of contact.
- Monitored alerts from devices and ticketing dashboards.
- Received 12 perfect "10" reviews on customer satisfaction surveys.
Shift Supervisor
Starbuck's Coffee
03.2020 - 12.2021
• Delivered outstanding customer service by acting with a customer comes first attitude and by connecting with each customer.
• Took initiative to help customers and co-workers when they needed support.
• Recognized areas where the store could improve and provided constructive feedback to coworkers which led to an increase in sales, with an average of 30 beverages ordered per minute during peak hours.
Education
Bachelor of Information Technology - Information Technology
Kwantlen Polytechnic University
Surrey, BC08.2025
Skills
- Ticket documentation and resolution steps
- End-user tech support in Windows 10, 11 and MAC OS
- User account management in Windows Server Active Directory, Azure AD, Microsoft M365 Admin Center
- Working knowledge of Unifi, Cisco Meraki, and SonicWall
- Scheduling
- General dispatch
- Working knowledge of Connectwise Manage ticketing system
- Working knowledge of Connectwise control RMM software
Languages
Spanish
Native or Bilingual
Projects
ERP Implementation Project - Implemented Odoo ERP system for fictitious company Fitter Snacker to solve issues with data workflow and consistency.
Budgeting Software - Created budget management software in Java on NetBeans IDE
Server Configuration - Installed Windows Server 2016 on VM configured AD, File and Print Services, DNS, Security Groups, Organizational Units, Web Services, Domain Joined client devices.
Timeline
Service Delivery IT Specialist
EC Managed IT
01.2023 - Current
Shift Supervisor
Starbuck's Coffee
03.2020 - 12.2021
Bachelor of Information Technology - Information Technology
Kwantlen Polytechnic University
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