Joe Amacker
Baton Rouge
Summary
Experienced with providing high-quality customer support across various channels. Utilizes strong problem-solving skills to address and resolve customer inquiries efficiently. Track record of excellent communication and maintaining positive customer relationships.
Overview
21
21
years of professional experience
Work History
Senior IT Customer Support Specialist
Honeywell
08.2024 - Current
- Support Workplace Support Services leadership to drive consistent IT service delivery and supplier performance for US region sites
- Engage on-site with key stakeholders, functional peers, and IT business partners
- Assist in the design, development, and support of key transformation programs and system upgrades for business growth
- Act as IT Site champion for escalations concerning Honeywell Industrial Automation Headquarters Office
- Ensure operational excellence through site ticket management using ServiceNow to reduce SLAs and enhance customer satisfaction
- Lead full-scale PC deployments and onboarding during transitions in commercial and GCC high environments
- Support pre-cutover, cutover, and post-cutover activities for successful migration
- Investigate and remediate barriers to ensure compliance with commercial and GCC High regulations
- Lead a team to develop and implement standard operating procedures for IT site leads to monitor IT health issues globally
- Utilize data analytics to facilitate collaboration with business leadership and optimize IT value
- Review change requests related to software patches and upgrades for Honeywell sites
- Ensure timely implementation of upgrades and fixes to minimize disruption across sites
Technical Services Specialist
LINQ
05.2020 - Current
- Serve as the primary contact for 10 assigned clients’ technology product issues
- Assist sales team members with technical issues during implementation meetings
- Lead client training sessions (average of 4 per month) on LINQ’s ERP Solutions
- Manage Salesforce ticket queue, achieving an average ticket closure time of less than 8 hours
- Oversee patch management for 1500 technology endpoints (switches, servers, desktops)
- Develop technical documentation for 20 agency end-user processes to enhance team knowledge
Educational Technology Director
LDOE
02.2013 - 05.2020
- Led a team of 4 Technical Support Specialists supporting 21 remote sites statewide
- Developed a Technology Plan that reduced technology loss by 15% and established IT as an independent department with a budget of $3 million
- Conducted annual inventory audits for over 3000+ endpoint devices across 21 sites
- Facilitated executive-level meetings to deliver technology updates and service response metrics
- Managed a/v equipment for 4 large conference rooms, including VOIP conference phones and live streaming software
- Administered various agency systems, including VMware, PowerSchool, Adobe Suites, G-Suites, Windows Server, and website management
- Provided leadership during cybersecurity incidents
Lead Math Instructor
EBR Parish School System
08.2008 - 05.2013
Application Developer/Configuration Analyst
IBM
02.2012 - 02.2013
- Completed training in Sterling Order Management Supply Chain Software and Database Management
- Led a test group achieving 75% completion of test cases for a mobile app used by professional golfers
UNIX Computer Operator - Student Worker
EBR Information Services
08.2004 - 05.2008
Software Engineering Intern
Boeing/NASA
06.2006 - 08.2006
Education
Master of Science - Information Technology
Nova Southeastern University
Fort Lauderdale, FL05-2015
Skills
- Problem-solving
- Complaint handling
- Help desk support
- Conflict resolution
- Ticket management
- Product knowledge
- Customer response
- Technical troubleshooting
- Time management
- Customer service excellence
- Decision-making
- Analytical thinking
Timeline
Senior IT Customer Support Specialist
Honeywell
08.2024 - Current
Technical Services Specialist
LINQ
05.2020 - Current
Educational Technology Director
LDOE
02.2013 - 05.2020
Application Developer/Configuration Analyst
IBM
02.2012 - 02.2013
Lead Math Instructor
EBR Parish School System
08.2008 - 05.2013
Software Engineering Intern
Boeing/NASA
06.2006 - 08.2006
UNIX Computer Operator - Student Worker
EBR Information Services
08.2004 - 05.2008
Master of Science - Information Technology
Nova Southeastern University
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