Joshua Cox

Experience

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  NetApp

  Apr 2014 - Oct 2015

  Orchestrated and managed comprehensive training programs for new hires as well as ongoing employee development, ensuring seamless onboarding and continuous learning.Conducted thorough auditing and coaching sessions to enhance the support team's understanding and proficiency in processes and technical knowledge.Assumed responsibility for communicating policy changes, collaborating with support staff and relevant departments to develop and implement effective policies and procedures as required. Show less Served as the primary point of contact for resolving issues related to enterprise-level storage systems, promptly addressing and resolving concerns to ensure uninterrupted operations.Conducted thorough troubleshooting activities encompassing networking, data storage, and system interoperability, identifying and resolving complex technical issues to optimize system performance.Demonstrated exceptional ability to manage high-priority tickets in a fast-paced environment, efficiently tracking, updating, and resolving critical incidents to minimize downtime and maintain business continuity. Show less

  • Project Ready Trainer

    Feb 2015 - Oct 2015

  • Technical Support Engineer

    Apr 2014 - Feb 2015
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  Apex Systems

  Apr 2016 - Aug 2016

  IT Professional

  Coordinated and facilitated the seamless installation, troubleshooting, and removal of encryption software on end user devices, ensuring data security and compliance.Collaborated closely with Department Leads to effectively schedule and deploy software, streamlining operations and minimizing disruption to workflow.

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  CURO Financial Technologies Corp

  Aug 2016 - Sept 2023

  Developed and implemented comprehensive quality assurance monitoring processes and initiatives.Conducted in-depth statistical analysis of productivity across multiple systems and channels, providing strategic insights and recommendations to the executive team.Utilize detailed analysis to create and manage IT staff shift schedules efficiently.Conducted individual and team-based coaching sessions, performance reviews, and one-on-one meetings for a team of 15+ members.Reported directly to the Vice President of Support Operations, providing regular updates on departmental activities and initiatives.Prepared detailed reports and presentations for VP and C-level executives, as well as front-line IT analysts.Designed and delivered comprehensive new hire and ongoing training programs for staff members.Interfaced with end users to assess the quality of IT systems and processes, addressing any concerns and ensuring customer satisfaction.Collaborated with the training department to communicate IT initiatives and processes, ensuring end user proficiency and understanding.Provided guidance and direction to the management team, aligning their efforts with the organization's vision and overseeing day-to-day operations.Authored and maintained policy documentation, ensuring adherence to established guidelines and standards. Show less Spearheaded the development and execution of comprehensive new hire onboarding and training programs, ensuring seamless integration and effective knowledge transfer.Acted as a trusted subject matter expert and leader for a team of 17 analysts, providing guidance and expertise on procedural and technical matters.Delivered exceptional end user support, promptly addressing and resolving a wide range of IT-related issues.Demonstrated strong troubleshooting skills across various systems, encompassing user desktop components, peripherals, network cabling, hardware installation and troubleshooting, firewall configurations, Active Directory management, remote access software, TCP/IP addressing, DNS, WINS, DHCP, Microsoft Windows Server, Microsoft Windows 7/10, and Citrix environments. Show less

  • IT Support Experience Manager

    May 2020 - Sept 2023

  • Senior IT Support Analyst

    Aug 2016 - May 2020