Josh Phares

Centriq Training - Leawood, KS5/2013 - Present

Application Developer in C#.NET Program

• Technical Competencies: Visual Studio, C#.NET, ASP.NET, AJAX, MVC, SQL, SQL Server, HTML5, JavaScript, jQueryUI, jQuery mobile, CSS3, Responsive/Mobile Web Development. Professional IT Project Experience
• Widgets and Gadgets:Created a secure application for managing product data.
• Trouble Ticket Project:Created a secure ASP.NET Web Form application for managing the life-cycle of a trouble ticket associated with hardware and software within an organization.
• Student and Scheduling Administration Tool:Created a secure ASP.NET MVC application for the purpose of managing the Students and Schedule for a university.
• Certifications
• Microsoft Technology Associate (MTA): Web Development Fundamentals (expected 11/13)

United States Army Signal School - Fort Gordon, GA9/2000 to 3/2001

Central Missouri State University - Warrensburg, MO8/1998 to 5/1999

Professional Experience

Gentiva Health Services - Technical Support Analyst 8/2011 to Present

• Provide Tier II technical support for a health care company with over 40,000 end-users, using knowledge of computer operating systems, PC related hardware, networking concepts and hardware, technical support tools, and packaged business productivity tools.
• Experience with Active Directory, AS/400 systems, VPN software, Blackberry Enterprise Server, and multiple web based applications which are mission critical for the company.
• Assist in root cause analysis of technical issues with other support teams to provide accurate solutions to computer issues of a moderate to complex nature.
• Handle multiple support requests at the same time through phone calls, web chats, call backs, and employee generated tickets, maintaining the highest level of quality and service standards.
• Deploy software and applications to users via the Altiris Client and content engine.
• Use ticketing system and knowledgebase to accurately document and research all support related issues.

IBM - Technical Support Agent 8/2010 to 4/2011

• Provided first line end user support on the Dow Chemical account, a company with over 45,000 employees.
• Responsible for training new hires in a classroom environment on the IBM Service Management web based ticketing system and Knowledge Database.
• Supported over 200 applications including SAP, Citrix, and various VPN applications.
• Active Directory experience to include unlocking accounts, resetting passwords, and ensuring users are assigned to the appropriate member groups.
• Managed support ticket queues and provided quality control checks to ensure tickets were escalated to proper resolver teams and service line agreements were being upheld.
• Provided Blackberry support for end users on the Blackberry Enterprise Server.
• Member of first team within IBM to support the Windows 7 operating system for end users.

Wabtec Corporation – Software Support Analyst 1/2008 to 1/2010

• Provided 24/7/365 first-line technical support on a repair and auditing system used by Class 1 transportation companies that produced over $900,000,000 in annual billing. System included Java, CE, and web based interfaces.
• Queried Oracle relational database using SQL to verify, update, and insert data.
• Tracked and managed open customer support issues by entering information into a web based support tracker tool and assigned open tickets to engineers.
• Worked closely with software engineers to resolve issues, ensure quick turn-around times, and follow through with customers when issues were resolved.

Wabtec Corporation – Wireless Services Technician 4/2005 to 1/2008

• Designed wireless infrastructure by conducting 802.11 site surveys using AirMagnet and Cisco software.
• Provided full reports detailing wireless needs and suggested ways to improve functionality of the 802.11 wireless networks for customers.
• Configured and tested wireless equipment for deployment to end users, including Itronix, Symbol, and Cisco hardware.
• Asset Management: managed inventory consisting of mobile devices, wireless networking equipment, and wireless accessories.
• Provided help desk support for customers who were using a variety of mobile computers and wireless networking equipment.

United States Army - Signal Support Systems Team Leader - Sergeant7/2000 to 12/2004

• Managed a team consisting of seven soldiers and was responsible for the training, morale, and well-being of said individuals.
• Established secure voice and data communications using line of site UHF radio equipment in a combat environment.
• Used troubleshooting procedures to determine cause of communication issues and equipment failures.
• Advanced from military grades E1 to E5 over the course of two years.
• Held a Secret security clearance over the course of 4 year enlistment.