Joshua Britton

Experience

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  City of Bloomington, Information & Technology Services (ITS)

  May 2014 - Dec 2014

  Help Desk Intern

  Provided local and remote assistance to users through phone, email, and remote desktop services. Carried out hardware deployment and software installation to local and remote users and sites. Tracked, evaluated, and resolved incidents via help desk ticketing system.Systems imaged via Norton Ghost (Windows 7).

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  Ivy Tech Community College

  Feb 2015 - Sept 2015

  Help Desk Technician

  Created and maintained detailed documentation of incident tickets, troubleshooting steps, and resolutions in proprietary ticketing system. Provided professional support to diverse population of students, staff, and faculty members.Leveraged ticketing management system to escalate technical issues to required support tier.Assisted with inventorying and deploying hardware purchasesTroubleshoot Layer 1 and Layer 2 networking issues.

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  Guerbet

  Oct 2015 - Mar 2016

  IT Support

  Delivered robust IT support to remote and local users, ensuring seamless IT operations. Implemented industry best practices while handling sensitive and confidential information of company and customers.Administered maintenance and updates of existing remote field hardware and technology for users.Configured, tested, deployed, and supported technology (Windows 7, Windows 8, Lotus Notes) for over 100 remote users throughout the US.

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  CLIPLIZARD SYSTEMS LLC.

  Mar 2016 - Apr 2017

  IT Manager and Support

  Provided sole remote support to national and international businesses for proprietary inventory management software.Provided on-site support (Windows 7, Windows 10) and operations (Windows Server 2008, Server 2012) while managing multiple projects and implementations.Managed vendor migration of on-prem Exchange server to cloud-based Office365 solution.Managed 2 software developers to implement changes and features to inventory software.Tested changes, provided feedback, and documented results to determine readiness for production or continued testing.Provided ad-hoc website changes via sftp upload of .json file.Created electronic database catalog for print and PDF use by sales team.Managed daily, weekly, and monthly back-ups.Managed Windows server systems to provide updates to critical infrastructure components.Managed firewall access and security through the daily auditing and review of system logs. Show less

• 

  Goodwill Education Initiatives Inc

  May 2017 - Nov 2023

  Assisted with the creation, modification, and implementation of organizational policies and procedures including new hire onboarding and termination, systems migration and deployment, and technology best practices.Identified and mitigated risk-related incidents through user relationships and boots-on-the-ground style operations.Primary point of contact for operational requirements such as vendor relations, purchasing, technology implementation, and training. Consulted with organization for technology sourcing and implementation.Determined cost analysis, audit, and evaluation of on-prem ticketing solution to discover vendor was overcharging organization. Presented a solution to management in order to reduce vendor reliance and overhead.Assisted in implementing a new on-prem ticketing solution.Implemented and managed knowledgebase system.Provided business continuity and disaster recovery solutions by revealing organizational blind spots for potential points of failure in order to mitigate the possibility of disaster.Determined ways in which the organization can partner and establish relationships to supplement times when resources have not been budgeted for or have been stretched thin. Submitted, discussed, and implemented various technology changes within the organization through a weekly change management process.Trained, advised, and mentored Tier I and Tier II counterparts.All assumed Technical Analyst II responsibilities listed below. Show less Troubleshot, diagnosed, and logged technology-related incidents in order to determine if incident requires tier I, tier II, tier III, or system/network administrator support. Led project for migration of system data to new inventory management system. Sanitized data prior to import.Created technical training and documentation for new users. Created security groups to restrict data access in order to maintain data integrity.Led project for printer system migration to determine best practices for implementation.Created process for system imaging and deployment of technology in order to adhere to device lifecycle management.Point of contact for new technology to be integrated into organizational environment.Provided on-site and mobile support to 16 adult high schools throughout Central and Southern Indiana as well as 1 traditional-age high school.Provided support to WindowsOS (Windows 7, Windows 10, Windows 11) and ChromeOS platformsProvided mobile device support to AndroidOS and iOS platformsActive Directory Admin: account creation, modification, and termination. Understanding of assigning security permissions and organization units within the AD environment.Google Workspace Admin: account creation, modification, and termination. Understanding of assigning security permissions and organization units within the Google Workspace environment. Installed wireless access points, switches, and battery back-ups for Tier 3.Purchased devices and peripherals to meet organizational needs while limiting user downtime.Installed and configure security camera software tools such as Axis Companion, ExacqVision, i3 International.Installed and configure IP speaker system tools such as Informacast.Installed and configure IP phones with Cisco Call Manager/Unity.Managed vendors and vendor implementations for cable run install, printer install, AV troubleshooting, ISP point of contact. Show less

  • Technical Analyst III

    May 2022 - Nov 2023

  • Technical Analyst II

    May 2017 - May 2022