Joseph Hughes

Desktop Support Analyst II at Helion Technologies
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Contact Information
us****@****om
(386) 825-5501
Location
Fort Myers, Florida, United States, US
Languages
  • English Native or bilingual proficiency
  • Spanish Elementary proficiency

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Credentials

  • SolarWinds Certified Professional
    SolarWinds
    Aug, 2016
    - Nov, 2024

Experience

  • Helion Technologies
    • United States
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • Desktop Support Analyst II
      • Aug 2023 - Oct 2023

      • Help Desk environment, generating trouble tickets via inbound/outbound phone calls, emails, and voicemails. • Active Directory / File Permissions / Group Policy • DNS / DHCP • Printers, adding to server, installing drivers, locking down permissions and setting up scans to email and file • Microsoft Office 365, setting an account to forward and delegating permissions on a mailbox, verifying services are started, making distribution groups and mail contacts, determine transport… Show more • Help Desk environment, generating trouble tickets via inbound/outbound phone calls, emails, and voicemails. • Active Directory / File Permissions / Group Policy • DNS / DHCP • Printers, adding to server, installing drivers, locking down permissions and setting up scans to email and file • Microsoft Office 365, setting an account to forward and delegating permissions on a mailbox, verifying services are started, making distribution groups and mail contacts, determine transport and storage limits • Desktop Troubleshooting, starting and connecting PC to Remote Registry, connecting to Services, recreating user profile • Dealer Management Systems, creating and terminating user accounts, setting department printers, installing Reynolds & Reynolds and CDK, modifying and configuring permissions • Software installation, resetting settings, setting compatibility views, configuring advanced settings (web browsers, proprietary software, VPN, Office 365, and more. Show less • Help Desk environment, generating trouble tickets via inbound/outbound phone calls, emails, and voicemails. • Active Directory / File Permissions / Group Policy • DNS / DHCP • Printers, adding to server, installing drivers, locking down permissions and setting up scans to email and file • Microsoft Office 365, setting an account to forward and delegating permissions on a mailbox, verifying services are started, making distribution groups and mail contacts, determine transport… Show more • Help Desk environment, generating trouble tickets via inbound/outbound phone calls, emails, and voicemails. • Active Directory / File Permissions / Group Policy • DNS / DHCP • Printers, adding to server, installing drivers, locking down permissions and setting up scans to email and file • Microsoft Office 365, setting an account to forward and delegating permissions on a mailbox, verifying services are started, making distribution groups and mail contacts, determine transport and storage limits • Desktop Troubleshooting, starting and connecting PC to Remote Registry, connecting to Services, recreating user profile • Dealer Management Systems, creating and terminating user accounts, setting department printers, installing Reynolds & Reynolds and CDK, modifying and configuring permissions • Software installation, resetting settings, setting compatibility views, configuring advanced settings (web browsers, proprietary software, VPN, Office 365, and more. Show less

  • Lee Health
    • United States
    • Hospitals and Health Care
    • 700 & Above Employee
    • Advanced Help Desk Specialist - Remote
      • Jan 2023 - Apr 2023

      • Serving as the first point of contact and diagnosed low to intermediate level break/fix issues affecting the following technologies: Citrix/Director, Windows 10/11, Outlook Email Client, Printers, Office Suite, Active Directory, RDP, and VPN software • Basic troubleshooting of Epic Hyperspace/Hyperdrive (patient charting software) • Configuring & troubleshooting of 2FA methods (Duo) • Create and maintain client tickets on ServiceNow, via phone, voicemail, and email •… Show more • Serving as the first point of contact and diagnosed low to intermediate level break/fix issues affecting the following technologies: Citrix/Director, Windows 10/11, Outlook Email Client, Printers, Office Suite, Active Directory, RDP, and VPN software • Basic troubleshooting of Epic Hyperspace/Hyperdrive (patient charting software) • Configuring & troubleshooting of 2FA methods (Duo) • Create and maintain client tickets on ServiceNow, via phone, voicemail, and email • Troubleshooting via AirWatch & GroundControl websites to unlock iPhone passcodes and restart Bretford (iPhone dispencing devices) • Troubleshooting camera & ID scanners via FastPass software (patient/visitor passes for hospital access) • Knowledge of Active Directory, password policy, and HIPAA privacy • All troubleshooting conducted remotely via VNC or Bomgar • Performed additional assigned duties weekly • Personally handled upwards of 700 tickets a month, routing tickets to their proper departments, as well as troubleshooting tickets that did not need to be routed elsewhere Show less • Serving as the first point of contact and diagnosed low to intermediate level break/fix issues affecting the following technologies: Citrix/Director, Windows 10/11, Outlook Email Client, Printers, Office Suite, Active Directory, RDP, and VPN software • Basic troubleshooting of Epic Hyperspace/Hyperdrive (patient charting software) • Configuring & troubleshooting of 2FA methods (Duo) • Create and maintain client tickets on ServiceNow, via phone, voicemail, and email •… Show more • Serving as the first point of contact and diagnosed low to intermediate level break/fix issues affecting the following technologies: Citrix/Director, Windows 10/11, Outlook Email Client, Printers, Office Suite, Active Directory, RDP, and VPN software • Basic troubleshooting of Epic Hyperspace/Hyperdrive (patient charting software) • Configuring & troubleshooting of 2FA methods (Duo) • Create and maintain client tickets on ServiceNow, via phone, voicemail, and email • Troubleshooting via AirWatch & GroundControl websites to unlock iPhone passcodes and restart Bretford (iPhone dispencing devices) • Troubleshooting camera & ID scanners via FastPass software (patient/visitor passes for hospital access) • Knowledge of Active Directory, password policy, and HIPAA privacy • All troubleshooting conducted remotely via VNC or Bomgar • Performed additional assigned duties weekly • Personally handled upwards of 700 tickets a month, routing tickets to their proper departments, as well as troubleshooting tickets that did not need to be routed elsewhere Show less

  • Systems Solution (SSI), A Meriplex Company
    • United States
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • Support Specialist (10 Month Contract) - Remote
      • Jul 2021 - Mar 2022

      • Diagnosed low to intermediate level break/fix issues affecting the following technologies: Citrix, Windows 10/7/XP, Windows Server 2012/2016/2019, Active Directory, Group Policy, Microsoft O365, Mimecast, RDP, and VPN software • Managed and triaged tickets daily based on SLA response and resolution matrix including client urgency and time • Accurately and efficiently documented client issues, support tasks, research and time allocated to client support • Communicated over… Show more • Diagnosed low to intermediate level break/fix issues affecting the following technologies: Citrix, Windows 10/7/XP, Windows Server 2012/2016/2019, Active Directory, Group Policy, Microsoft O365, Mimecast, RDP, and VPN software • Managed and triaged tickets daily based on SLA response and resolution matrix including client urgency and time • Accurately and efficiently documented client issues, support tasks, research and time allocated to client support • Communicated over the phone and email in a professional matter with customers regarding their break/fix issues • Coordinated and implemented systems solutions for customers using technologies that meet their needs and industry standards Show less • Diagnosed low to intermediate level break/fix issues affecting the following technologies: Citrix, Windows 10/7/XP, Windows Server 2012/2016/2019, Active Directory, Group Policy, Microsoft O365, Mimecast, RDP, and VPN software • Managed and triaged tickets daily based on SLA response and resolution matrix including client urgency and time • Accurately and efficiently documented client issues, support tasks, research and time allocated to client support • Communicated over… Show more • Diagnosed low to intermediate level break/fix issues affecting the following technologies: Citrix, Windows 10/7/XP, Windows Server 2012/2016/2019, Active Directory, Group Policy, Microsoft O365, Mimecast, RDP, and VPN software • Managed and triaged tickets daily based on SLA response and resolution matrix including client urgency and time • Accurately and efficiently documented client issues, support tasks, research and time allocated to client support • Communicated over the phone and email in a professional matter with customers regarding their break/fix issues • Coordinated and implemented systems solutions for customers using technologies that meet their needs and industry standards Show less

  • Lambros Computer Solutions, LLC
    • United States
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • IT Support Technician - Hybrid
      • Nov 2020 - Jan 2021

      • Conducted remote IT support for a wide variety of clients - i.e. troubleshooting via ScreenConnect or other remote tools; conducted tasks such as printer troubleshooting/software troubleshooting or installs/ malware and virus scanning and quarantining/ computer clean-up and organization. • Conducted on-site IT support for a wide variety of clients - i.e. troubleshooting QuickBooks, Microsoft Office Suite, printing, diagnosing and resolving hardware related issues, installing… Show more • Conducted remote IT support for a wide variety of clients - i.e. troubleshooting via ScreenConnect or other remote tools; conducted tasks such as printer troubleshooting/software troubleshooting or installs/ malware and virus scanning and quarantining/ computer clean-up and organization. • Conducted on-site IT support for a wide variety of clients - i.e. troubleshooting QuickBooks, Microsoft Office Suite, printing, diagnosing and resolving hardware related issues, installing WAN/LAN equipment, installing wi-fi cameras and other IT related equipment, resolved day-to-day office related problems. Show less • Conducted remote IT support for a wide variety of clients - i.e. troubleshooting via ScreenConnect or other remote tools; conducted tasks such as printer troubleshooting/software troubleshooting or installs/ malware and virus scanning and quarantining/ computer clean-up and organization. • Conducted on-site IT support for a wide variety of clients - i.e. troubleshooting QuickBooks, Microsoft Office Suite, printing, diagnosing and resolving hardware related issues, installing… Show more • Conducted remote IT support for a wide variety of clients - i.e. troubleshooting via ScreenConnect or other remote tools; conducted tasks such as printer troubleshooting/software troubleshooting or installs/ malware and virus scanning and quarantining/ computer clean-up and organization. • Conducted on-site IT support for a wide variety of clients - i.e. troubleshooting QuickBooks, Microsoft Office Suite, printing, diagnosing and resolving hardware related issues, installing WAN/LAN equipment, installing wi-fi cameras and other IT related equipment, resolved day-to-day office related problems. Show less

  • Softrim
    • United States
    • Information Technology & Services
    • 1 - 100 Employee
    • IT Specialist
      • Aug 2018 - Mar 2020

      ● Performed standard help desk functions for our Citrix user base, which encompassed well over 60 Discovery Senior Living assisted living and independent living communities across the US. ● Troubleshooting included, Remote desktop assistance via Labtech (ConnectWise Automate), Bomgar, and RDP - with Office Suite products, Printer configuration/installation, Active Directory, Exchange Management Console, 3rd party vendor websites such as DSSI (direct supply ordering portal)… Show more ● Performed standard help desk functions for our Citrix user base, which encompassed well over 60 Discovery Senior Living assisted living and independent living communities across the US. ● Troubleshooting included, Remote desktop assistance via Labtech (ConnectWise Automate), Bomgar, and RDP - with Office Suite products, Printer configuration/installation, Active Directory, Exchange Management Console, 3rd party vendor websites such as DSSI (direct supply ordering portal), Vitals (resident tracking portal). ● Handled tickets from creation to closure and escalating tickets to higher-tier technicians if an issue was past my scope of knowledge. ● Also handled the setup of Desktops/Laptops/All-in-One’s; and created an SOP for generic device setup if I was ever unavailable the work would not go unfinished because my SOP could be followed to fulfill an order. Show less ● Performed standard help desk functions for our Citrix user base, which encompassed well over 60 Discovery Senior Living assisted living and independent living communities across the US. ● Troubleshooting included, Remote desktop assistance via Labtech (ConnectWise Automate), Bomgar, and RDP - with Office Suite products, Printer configuration/installation, Active Directory, Exchange Management Console, 3rd party vendor websites such as DSSI (direct supply ordering portal)… Show more ● Performed standard help desk functions for our Citrix user base, which encompassed well over 60 Discovery Senior Living assisted living and independent living communities across the US. ● Troubleshooting included, Remote desktop assistance via Labtech (ConnectWise Automate), Bomgar, and RDP - with Office Suite products, Printer configuration/installation, Active Directory, Exchange Management Console, 3rd party vendor websites such as DSSI (direct supply ordering portal), Vitals (resident tracking portal). ● Handled tickets from creation to closure and escalating tickets to higher-tier technicians if an issue was past my scope of knowledge. ● Also handled the setup of Desktops/Laptops/All-in-One’s; and created an SOP for generic device setup if I was ever unavailable the work would not go unfinished because my SOP could be followed to fulfill an order. Show less

  • MobilexUSA
    • Hospitals and Health Care
    • 400 - 500 Employee
    • Regional IT Support Analyst
      • Jan 2018 - Aug 2018

      ● Performed standard help desk functions while maintaining the highest level of customer satisfaction possible. ● Performed initial troubleshooting of support requests, including investigation and resolution of software and hardware issues of computer users. ● Handled the complete issue life-cycle; including problem recognition, research, isolation, and resolution, as well as follow-up for routine user issues. ● Performed administrative functions as necessary; to include, but… Show more ● Performed standard help desk functions while maintaining the highest level of customer satisfaction possible. ● Performed initial troubleshooting of support requests, including investigation and resolution of software and hardware issues of computer users. ● Handled the complete issue life-cycle; including problem recognition, research, isolation, and resolution, as well as follow-up for routine user issues. ● Performed administrative functions as necessary; to include, but not limited to, Office 365 troubleshooting, SCCM troubleshooting, basic Active Directory troubleshooting, reimaging desktop PCs and laptops for refurbished use, as well as troubleshooting and implementation internal applications alike. Show less ● Performed standard help desk functions while maintaining the highest level of customer satisfaction possible. ● Performed initial troubleshooting of support requests, including investigation and resolution of software and hardware issues of computer users. ● Handled the complete issue life-cycle; including problem recognition, research, isolation, and resolution, as well as follow-up for routine user issues. ● Performed administrative functions as necessary; to include, but… Show more ● Performed standard help desk functions while maintaining the highest level of customer satisfaction possible. ● Performed initial troubleshooting of support requests, including investigation and resolution of software and hardware issues of computer users. ● Handled the complete issue life-cycle; including problem recognition, research, isolation, and resolution, as well as follow-up for routine user issues. ● Performed administrative functions as necessary; to include, but not limited to, Office 365 troubleshooting, SCCM troubleshooting, basic Active Directory troubleshooting, reimaging desktop PCs and laptops for refurbished use, as well as troubleshooting and implementation internal applications alike. Show less

  • NetWolves
    • United States
    • Telecommunications
    • 1 - 100 Employee
    • VasoHealthcare IT Applications Support
      • Oct 2016 - Jan 2018

      • Responsible for troubleshooting imaging applications during inbound calls such as: UV, EA, IDI, Workflow production, PACSscan, dictation and communication between modalities and applications. • Experience supporting: VMs, EHR/EMR, RIS functionality, PACS/CPACS. • Experience with VMware, Hyper-V, RDP and VSphere client.

    • Network Command & Control Tier 1 Technician (NC² Tier 1 Technician)
      • May 2016 - Oct 2016

      Conducted an internship here, which led to being hired full time as a NC2 technician in the NOC. • Responsible for working inbound and outbound phone calls and emails regarding network troubles in a professional and courteous manner. • Proficient in troubleshooting DSL/Cable/Ethernet/T1/Fiber broadband connections with broadband carriers and end users. • Intermediate understanding of OSI Layers 1-3, basic knowledge of OSI Layers 4-7. • Proficient in using Solarwinds –S (Network… Show more Conducted an internship here, which led to being hired full time as a NC2 technician in the NOC. • Responsible for working inbound and outbound phone calls and emails regarding network troubles in a professional and courteous manner. • Proficient in troubleshooting DSL/Cable/Ethernet/T1/Fiber broadband connections with broadband carriers and end users. • Intermediate understanding of OSI Layers 1-3, basic knowledge of OSI Layers 4-7. • Proficient in using Solarwinds –S (Network monitoring tool) and OTRS (browser based ticketing tool).

  • MobilexUSA
    • Hospitals and Health Care
    • 400 - 500 Employee
    • Lab Specialist
      • Feb 2015 - Jun 2016

      • Responsible for receiving and processing customer orders by telephone or fax and ensuring all customer requests are handled in a prompt, efficient, courteous and professional manner. • Responsible for coordinating the flow of the patient’s lab results in Copia, including working with any outside reference labs when necessary. • Responsible for dispatching phlebotomists to ordering nursing facilities, to ensure timely arrival. • Receiving faxed results, patient orders/patient… Show more • Responsible for receiving and processing customer orders by telephone or fax and ensuring all customer requests are handled in a prompt, efficient, courteous and professional manner. • Responsible for coordinating the flow of the patient’s lab results in Copia, including working with any outside reference labs when necessary. • Responsible for dispatching phlebotomists to ordering nursing facilities, to ensure timely arrival. • Receiving faxed results, patient orders/patient information, and supply requests and directing the faxed paperwork to the proper location to ensure patients and facilities receive their results/supplies in a timely manner. • Displays knowledge of hematology, chemistry and other laboratory test information, as well as they’re correlating symptoms and diagnoses.

    • Customer Service Representative
      • Aug 2014 - Feb 2015

      • Answered calls from facilities to place orders for patients in need of mobile x-ray, EKG, ultrasound imaging, and lab services. • Obtained/used data entry skills to enter medical exams, and pertinent patient information. • Escalated any needed issues to the appropriate party. • Communicated with the appropriate team leaders and coordinators to solve problems/issues.

  • US Army
    • United States
    • Armed Forces
    • 700 & Above Employee
    • Healthcare Specialist (Combat Medic)
      • Mar 2012 - Aug 2014

      • Directed initiatives to maximize work productivity through military leadership. • Successfully increased Soldier retention by creating a positive work environment. • Conducted daily military operations/tasks in a professional and prompt manner and executed my tasks until complete. • Trained in collaboration with a multitude of enlisted Soldiers and Officers while conducting military field exercises. • 1 year of experience as a physician’s clerk, obtaining vital signs, updating… Show more • Directed initiatives to maximize work productivity through military leadership. • Successfully increased Soldier retention by creating a positive work environment. • Conducted daily military operations/tasks in a professional and prompt manner and executed my tasks until complete. • Trained in collaboration with a multitude of enlisted Soldiers and Officers while conducting military field exercises. • 1 year of experience as a physician’s clerk, obtaining vital signs, updating medical charts, and booking appointments for patients. Worked with patients daily, alongside physician assistants and doctors, which allowed me to obtain excellent teamwork, and customer service skills and attributes. • Headed the operation of my unit's armory room, coordinating the issue and return of military weapon systems and ammunition. As well as maintenance and security of those weapon systems. Show less • Directed initiatives to maximize work productivity through military leadership. • Successfully increased Soldier retention by creating a positive work environment. • Conducted daily military operations/tasks in a professional and prompt manner and executed my tasks until complete. • Trained in collaboration with a multitude of enlisted Soldiers and Officers while conducting military field exercises. • 1 year of experience as a physician’s clerk, obtaining vital signs, updating… Show more • Directed initiatives to maximize work productivity through military leadership. • Successfully increased Soldier retention by creating a positive work environment. • Conducted daily military operations/tasks in a professional and prompt manner and executed my tasks until complete. • Trained in collaboration with a multitude of enlisted Soldiers and Officers while conducting military field exercises. • 1 year of experience as a physician’s clerk, obtaining vital signs, updating medical charts, and booking appointments for patients. Worked with patients daily, alongside physician assistants and doctors, which allowed me to obtain excellent teamwork, and customer service skills and attributes. • Headed the operation of my unit's armory room, coordinating the issue and return of military weapon systems and ammunition. As well as maintenance and security of those weapon systems. Show less

Education

  • St. Petersburg College
    Bachelor’s Degree, Technology Development and Management
    2016 - 2018
  • St. Petersburg College
    Associate’s Degree, Computer Network Administration
    2014 - 2016
  • Charlotte High School
    Diploma, 3.2+ GPA
    2007 - 2011

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