Joshua Goltermann

I am currently employed as a Support Engineer at Hewlett-Packard within the Imaging and Printing Group (IPG). I offer invaluable surface and deep level analysis and insight to all computer and printer related situations and issues.

Work History

HP - Support Engineering Center Agent February 2010 - Present

Duties include:

• Monitoring high level issues occurring in current printing products;
• Testing of new/in-development printers and all-in-ones;
• High level escalation cases involving high level computer and printer repair capabilities;
• Creation of documentation for consumer view;
• Advanced data translation;
• Apple OS specialist in resolving printer and printer software related problems;
• Advanced knowledge of printing from mobile devices and applications as well as troubleshooting

Best Buy – Geek Squad Senior Agent October 2008 – January 2010

Duties included:

• Supervision of junior agent's work details;
• Supervision of correct procedural actions taken by other agents;
• Performing more advance computer repair procedures including hardware installation, virus removal, software troubleshooting, and operating system repair;
• Review of budgetary numbers and labor to meet business needs;
• Ensuring customer satisfaction on all assigned work;
• Shipping and receiving of units going out and coming into the department;

Staples - EasyTech June 2008 – October 2008

Duties included:

• Repair of computers brought into department;
• Creation of new methods to perform work in a more efficient and timely manner;
• Supervision of less-able technicians in their work;
• Direct customer interaction to ensure satisfaction with computer and computer related purchases;
• Cash-handling and assisting in store closing;

Qualifications

• 3 Years Professional Experience in computer repair and troubleshooting (2008 – 2011)

Educational Background

• High School Graduate – Douglas High School Box Elder, SD

**References available upon request**