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Joseph Callaway

Joseph Callaway

Technical Support Analyst

Followers of Joseph Callaway209 followers
location of Joseph CallawayMilwaukee, Wisconsin, United States

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  • Timeline

  • About me

    Field Technology Consultant at Northwestern Mutual | Technology Enthusiast | Leader | Mentor | Problem Solver | Technology Instructor | PC Enthusiast

  • Education

    • Beloit Memorial High School

      1995 - 1999
      High School Diploma General Studies

    • Lubar College of Business

      2010 - 2013
      Bachelor of Business Administration - BBA Information Technology Management

  • Experience

    • Merge Healthcare, an IBM Company

      Jan 2013 - Jan 2015
      Technical Support Analyst

    • Northwestern Mutual

      Apr 2015 - now

      -- Trains, guides, assists and leads Technical Support Specialists, and aides other field office staff-- Conducts interviews, and assists with hiring of new field office technology personnel-- Travels to various field offices to consult and assist with technology related issues -- Engaged in advanced troubleshooting and out of the box thinking to solve problems-- Trained and assisted new Technical Support Analysts, and improved their work experience -- Handled highly sensitive escalation incidents and set a record for most incidents handled -- Took phone calls, created tickets and engaged in troubleshooting for various customers-- Improved the customer service experience by delivering and engaging in customer focused problem solving-- Adhered to strict metrics and maintained a flexible work schedule

      • Field Technology Consultant

        May 2020 - now

      • Technology Escalations Team

        Dec 2017 - May 2020

      • Senior Technical Support Analyst

        Apr 2015 - Dec 2017

  • Licenses & Certifications

    • HDI Customer Service Representative (CSR)

      HDI
      Aug 2016