Joy Sobey

Experience

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  Blue Mountain Ski Area

  Jan 2008 - Jan 2010

  Snowboard Instructor

  • Taught children ages 7-12 to snowboard

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  Ball State University

  Sept 2011 - May 2015

  • Provided thorough help desk and field support for students and faculty in over 400 electronic classrooms across campus • Installed and supported technical equipment, including Mac OS and Windows workstations, audio/video switching (projectors), and control systems• Trained new employees on proper customer service and troubleshooting techniques • Designed A1 and inside news pages weekly• Created graphics or illustrations to complement stories• Participated in planning meetings

  • Technical Support Assistant

    Nov 2012 - May 2015

  • Chief Designer

    Sept 2011 - May 2013
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  Ball Bearings Online

  Sept 2011 - May 2012

  Online Designer

  • Created clickables/interactives and illustrations to complement online package stories

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  BASF

  May 2012 - Aug 2012

  Product Information Management Support Intern

  • Provided technical phone support for employees’ corporate mobile devices• Performed various technical and administrative tasks for the Product Information Management department, including maintaining hardware, updating software, data migration, and backups• Worked as a member of the Mobile Support Team to develop and implement a plan for rolling out new mobile phone upgrades to employees

• 

  Interactive Intelligence

  May 2014 - Aug 2014

  Systems Support Engineer Intern

  • Researched, responded to, and resolved tier 2 technical questions regarding communication and mail delivery for the company’s call center software• Migrated data from old physical servers to new virtual machines for easier management• Utilized communication and customer service skills during outreach and follow-up calls to customers, as well as escalations to senior engineers

• 

  Google

  May 2015 - Aug 2015

  IT Intern

  • Provided tier 1 in-person support to Google employees for hardware, software, and connectivity issues on Windows, Linux, Mac OS, Android, and iOS platforms in a fast-paced environment• Communicated effectively with both technical and nontechnical users to diagnose, troubleshoot, and resolve approximately 20 tickets daily to ensure maximum productivity at Google• Researched, gathered requirements, and developed a technical solution for automating reimaging of Ubuntu machines in Google’s labs Show less

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  Ball State University

  Aug 2015 - Jul 2016

  Graduate Research Assistant

  • Coordinated and led weekly meetings for a committee of 20 members working on various projects for the Women Working in Technology initiative• Taught, assisted, and provided technical tutoring to graduate students for Cisco CCNA networking labs and exercises to help develop their skills• Configured and tested lab equipment to ensure a working environment for students’ hands-on learning• Represented and served as a contact point and mentor for past, future, and current CICS students and alumni Show less

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  Ardagh Group

  May 2016 - Jul 2016

  IT Intern

  • Supported approximately 300 Ardagh employees on Windows systems at a second tier IT level• Set up a virtualization lab with QNAP NAS file server for Veeam backup storage and RAIDed ESXi servers with Veeam backup jobs• Migrated Cisco PIX firewall device configurations and policies to Fortinet FortiGate 60D• Implemented enterprise IP address management (IPAM) software for more than 50 subnets

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  Tesla

  Aug 2016 - Mar 2017

  IT Help Desk Technician

  • Provided support for 24,000 Tesla employees on Windows, Mac OS, Android, and iOS at a first tier level in a call center environment, resolving approximately 40 tickets daily• Automated various tasks using Powershell and macros to boost productivity• Administered user accounts, shared mailboxes, distribution lists, and security groups in Active Directory and Office 365/Microsoft Exchange

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  Ardagh Group

  Apr 2017 - Mar 2019

  Coordinator, Field Technical Services

  • Schedule site visits and task assignments, oversee completion and quality of work, and train contractors on company-specific IT policies and procedures for 7 plants and offices on the West Coast• Manage plant IT inventory, research/analyze solutions, order parts (write POs), image and deploy hardware, write procedural and troubleshooting documentation, arrange warranty service and repairs, and communicate plant IT metrics to finance and operations managers• Provide oversight, installation, maintenance, and support of hardware and software for user systems (approx. 350 workstations and more than 200 users) and IT infrastructure (servers, network, phones) in plants and sales facilities• Manage plant-local and company projects and participate on corporate project teams, facilitating integration, design, and implementation of plant IT systems, and provide reporting to IT management Show less

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  Apple

  Mar 2019 - now

  Systems Engineer