Joshua Spain

Experience

• 

  Amazon

  Sept 2013 - Nov 2018

  IT Support Technician

  • Research root causes & troubleshooting various hardware/software issues by implementing various fixes.• Basic knowledge & understanding for troubleshooting & resolving network related issues & infrastructure, utilizing commodity (non-cisco) switches & routers, such as research IP/MAC addresses, basic maintenance of a network containing multiple Agg routers, distribution & access switches, many access points, & VLANs.• Utilize, create, & manage standard work policies regarding day-to-day troubleshooting tasks. • Excellent rapport & communication skills regarding issues, fixes, & large-scale events with leadership.• Lead large scale projects such as full site thinclient manual reboots, or entire OS upgrades.• Basic provisioning, deployment, troubleshooting, maintenance and inventory of all IT related equipment such as PCs, kindles, thinclients, printers & other devices & accessories, as well as mange windows desktop/laptops via active directory & group policy settings.• Address issues in a timely manner to minimize downtime, including servicing up to 1800 associates as the lone on-site technician. Show less

• 

  Pearson

  Nov 2018 - Jun 2023

  Deskside Support Technician

  • Coordinate with teams to minimize end-user impact prior to major Windows and MacOS upgrades, both via in-place upgrade & re-image. • Image, inventory & deploy laptop and desktop devices. Standard & Developer model HP, Dell, & MacBook.• Manage PC, Mac, & mobile devices via Microsoft Endpoint, JAMF administration, InTune, & MobileIron.• Utilize AD, SCCM, Splunk & Microsoft Endpoint for user management; grant or revoke end-user or group permissions, account lockouts, etc. • Assist with campus-wide Google Suite-to-Office 365 transition for end users.• Ensure corporate mandatory virus protection such as Symantec EndPoint Protection & Microsoft Defender are installed, updated & running on each device.• Administration of Multi-factor Authentication for end users via ForgeRock and Microsoft Authenticator; setup, delay, reset, etc.• Utilization of ServiceNow for ticket management. Show less

• 

  Challenge Entertainment

  Sept 2021 - now

  Trivia Jockey

  Trivia Jockey/Host, providing trivia related entertainment for patrons, in the San Antonio area.

• 

  Constellation Brands

  Jan 2024 - now

  Technical Representative