Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Joshua Smallin

Athens

Summary

Very technical IT Support Technician has terrific troubleshooting and good interpersonal skills to assist customers with computer issues. Possesses a thorough knowledge of computer hardware and software applications. Has a Associate’s Degree in Computer Information Systems and over 10 years of experience working as an IT Support Technician. Extensive hands-on experience in troubleshooting, maintenance, and repair of complex systems. Strong focus on team collaboration and achieving results. Reliable with adaptable skill set in diagnostics, electrical systems, and mechanical repairs. Known for effective problem-solving and delivering high-quality outcomes.

Overview

13
13
years of professional experience
1
1
Certification

Work History

TDR Technician

Medix Staffing
06.2025 - Current
  • Operated and maintained technical equipment to ensure optimal performance.
  • Diagnosed issues and performed repairs on machinery to minimize downtime.
  • Assisted in implementing safety protocols, promoting a secure working environment.
  • Collaborated with team members to streamline workflows and improve efficiency.
  • Trained new technicians on equipment operation and maintenance procedures.
  • Monitored inventory levels of tools and supplies, facilitating timely replenishment.
  • Contributed to process improvements by identifying areas for enhanced productivity.
  • Performed troubleshooting and diagnosis on malfunctioning equipment.
  • Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.

IT Technician

Gruposese
11.2021 - 01.2024
  • Installed and configured hardware components for optimal system performance.
  • Provided technical support to end-users, resolving issues efficiently and effectively.
  • Collaborated with teams to implement software updates, enhancing system functionality.
  • Diagnosed and repaired network connectivity problems, ensuring uninterrupted service.
  • Maintained accurate documentation of IT processes and troubleshooting steps for future reference.
  • Trained staff on new technologies and best practices for system usage and security protocols.
  • Assisted in managing inventory of IT supplies, ensuring timely procurement and availability.
  • Maintained office PCs, networks and mobile devices.
  • Set up PCs, projectors, and microphones for use in video conferencing rooms.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
  • Conducted regular preventive maintenance on hardware equipment, prolonging lifespan while minimizing unexpected failures.
  • Performed troubleshooting and repaired peripheral devices such as printers, scanners, tablets, and phones.
  • Managed system-wide operating system and software deployments as well as related software upgrade problems.
  • Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
  • Participated in on-call rotation to ensure 24/7 availability of technical support for mission-critical systems.
  • Collaborated with cross-functional teams to achieve seamless integration of new software applications into existing systems.

IT Technician

Thyssenkrupp
07.2019 - 01.2021
  • Monitored system performance metrics to identify areas for improvement and increased efficiency.
  • Established, repaired and optimized networks by installing wiring, cabling and devices.
  • Collaborated with cross-functional teams to achieve seamless integration of new software applications into existing systems.
  • Participated in on-call rotation to ensure 24/7 availability of technical support for mission-critical systems.
  • Maintained accurate documentation of IT processes and troubleshooting steps for future reference.
  • Diagnosed and repaired network connectivity problems, ensuring uninterrupted service.
  • Collaborated with teams to implement software updates, enhancing system functionality.
  • Offered assistance in implementing and developing training programs.
  • Tested new software and hardware prior to deployment.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Researched and identified solutions to technical problems.
  • Configured and tested new software and hardware.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Created user accounts and assigned permissions.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Installed and configured operating systems and applications.
  • Streamlined ticket resolution process, significantly reducing response times by implementing new troubleshooting protocol.
  • Streamlined inventory management for IT equipment, maintaining accurate records and facilitating timely replacements.
  • Optimized help desk operations, effectively managing incoming requests to ensure timely and accurate support.

Part Sales Manager

AutoZone
12.2018 - 01.2019
  • Assisting the store manager in supervising and scheduling store AutoZoners
  • Assuming responsibility for the store operation in the store manager’s absence
  • Training and developing Store AutoZoners
  • Communicating AutoZoner issues and concerns to the store manager in a timely and confidential manner
  • Providing feedback regarding AutoZoner performance to the store manager; preparing, and as directed by the store manager, conducting, corrective action reviews.
  • Managing assigned weekly and monthly P&L responsibilities customer service.
  • Motivating Store AutoZoners to provide WOW!
  • Assisting customers in finding parts and products using the electronic or paper catalogs
  • Addressing customer concerns and resolving them with a goal of turning a complaint into a compliment
  • Operating cash registers and following established cash handling duties, including but not limited to deposits, petty cash and lane accountability.
  • Assisting with management of the commercial department (as applicable) to ensure commercial accounts are serviced and deliveries are made as promised Operations.
  • Ensuring store merchandising tasks, including but not limited to stocking the store, are completed in a timely and accurate manner.
  • Processing returns and managing inventory effectively.
  • Conducting and reviewing all opening and closing procedures; reporting discrepancies to store manager, district manager and loss prevention.
  • Compliance with established policies, procedures and legal requirements

Tier 1-3 Help Desk Associate

Benchmark Physical Therapy
09.2016 - 01.2018
  • Resolved technical issues via phone and email, ensuring timely support for users.
  • Assisted users in troubleshooting software and hardware problems, enhancing user satisfaction.
  • Documented support requests and resolutions in ticketing system to maintain accurate records.
  • Collaborated with team members to streamline help desk processes and improve response times.
  • Provided training to new staff on help desk procedures and tools, fostering knowledge sharing.
  • Monitored system performance metrics to identify recurring issues and suggest improvements.
  • Developed FAQs and support documentation to assist users in self-service troubleshooting.
  • Managed high-volume ticket queue, prioritizing urgent issues and providing timely solutions.
  • Streamlined help desk processes for quicker response times to support requests.
  • Mentored junior team members in best practices for help desk operations.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Created user accounts and assigned permissions.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Installed and configured operating systems and applications.

Tier 1-2 Help Desk/Network Administrator

Net3IT
10.2015 - 01.2016
  • Installation of full networks, switches, firewalls, servers, cables, wireless devices, etc.
  • Perform manual back up for each virtual machine.
  • Perform data migration to online data storage using One Drive and SharePoint
  • Maintain infrastructure requiring interface with vendor support to correct software issues.
  • Onsite for Advanced Catalyst Systems

Project Technician/Mobile Technician

TEKLINKS (CLARIS NETWORKS)
06.2014 - 01.2015
  • Operated and maintained project equipment to ensure optimal functionality.
  • Coordinated project schedules and timelines, enhancing workflow efficiency.
  • Assessed technical issues and implemented immediate solutions to minimize downtime.
  • Developed comprehensive training materials for new team members that enabled them to quickly adapt to the company''s systems, tools, and procedures – accelerating onboarding times and productivity levels.
  • Diagnosed and resolved hardware and software issues to ensure optimal system performance.
  • Provided technical support to end-users, enhancing overall user experience and satisfaction.
  • Installed and configured operating systems and applications, enhancing system performance.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Conducted thorough quality checks on installations to maintain high service standards.
  • Collaborated with team members to streamline installation processes and enhance efficiency.
  • Minimized return visits by completing comprehensive post-installation inspections and addressing any concerns immediately.
  • Read blueprints and schematics to correctly place equipment.
  • Planned layouts and ran cable into buildings and through walls, attics, and crawl spaces.
  • Worked closely with network administrators and server engineers to deliver quality service.
  • Coordinated installation of new users and relocations of existing users.

IT Assistant

CONSTANT COMPUTER SERVICE
12.2013 - 01.2015
  • Contract employee on as-needed basis
  • Installation of network cabling, routers, switches, and computers

Customer Service Representative

WHIRLPOOL
07.2013 - 01.2014
  • Online diagnosis and troubleshooting of appliance issues.
  • Scheduling service calls
  • Sales and definition of extended warranty plans

Co-op Position

CLEVELAND STATE COMPUTER REPAIR
01.2013 - 01.2013
  • 100-hour CIT internship
  • Repair of faculty and student PC’s, laptops, and other computer equipment
  • Diagnosis and repair of software issues

Education

Information Computer Technology - Emphasis in Industrial Technology

CLEVELAND STATE COMMUNITY COLLEGE
Cleveland, TN
01.2013

Skills

  • Technical troubleshooting
  • Ticket management
  • Remote support
  • Analytical thinking
  • Mobile device management
  • Technical support
  • Staff education and training
  • Hardware diagnostics
  • Ticket support system management
  • Account management
  • System administration

Certification

  • CompTIA Network+, CompTIA–2021
  • CompTIA A+ Certified, CompTIA–2018

Timeline

TDR Technician

Medix Staffing
06.2025 - Current

IT Technician

Gruposese
11.2021 - 01.2024

IT Technician

Thyssenkrupp
07.2019 - 01.2021

Part Sales Manager

AutoZone
12.2018 - 01.2019

Tier 1-3 Help Desk Associate

Benchmark Physical Therapy
09.2016 - 01.2018

Tier 1-2 Help Desk/Network Administrator

Net3IT
10.2015 - 01.2016

Project Technician/Mobile Technician

TEKLINKS (CLARIS NETWORKS)
06.2014 - 01.2015

IT Assistant

CONSTANT COMPUTER SERVICE
12.2013 - 01.2015

Customer Service Representative

WHIRLPOOL
07.2013 - 01.2014

Co-op Position

CLEVELAND STATE COMPUTER REPAIR
01.2013 - 01.2013

Information Computer Technology - Emphasis in Industrial Technology

CLEVELAND STATE COMMUNITY COLLEGE

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Joshua Smallin