Joseph Caulwell
2551 E Seltzer St
Summary
Dynamic Operations Manager with a proven track record at Techio, excelling in problem-solving and team leadership. Spearheaded software implementations that enhanced productivity and developed training programs that improved onboarding effectiveness. Adept in inventory management and operational efficiency, consistently delivering exceptional customer service and optimizing processes for better outcomes.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Operations Manager/Security Administrator
Techio
01.2024 - Current
- Led cross-functional teams to implement new software solutions, improving communication and productivity.
- Developed training materials for staff, increasing onboarding effectiveness and knowledge retention.
- Analyzed workflow metrics to identify bottlenecks and recommend process improvements.
- Facilitated regular team meetings to align objectives and address operational challenges effectively.
- Coordinated inventory management systems, optimizing stock levels and reducing waste.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Involved with escalated ticketing issues beyond L2 capabilities.
Systems Administrator
Techio/EPM
02.2023 - 01.2024
- Implemented routine system backups and disaster recovery measures to ensure data integrity.
- Assisted in software installations, updates, and troubleshooting for end-user devices.
- Documented technical procedures and user guides to enhance team knowledge sharing.
- Resolved escalated help desk tickets promptly, providing high-quality support to end users experiencing technical issues.
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
- Ensured optimal server uptime, monitoring system health and performing routine maintenance.
Senior Technical Service Analyst
Techio/EPM
07.2022 - 02.2023
- Analyzed technical issues to provide timely solutions for end-users.
- Collaborated with cross-functional teams to streamline support processes and improve service delivery.
- Documented troubleshooting procedures and created knowledge base articles for user reference.
- Provided exceptional customer support through effective communication and problem-solving techniques.
- Developed comprehensive documentation for IT processes, contributing to more efficient team operations.
- Managed incident tickets effectively, prioritizing urgent matters and ensuring swift resolution of issues.
Technical Services Analyst
Techio/EPM
03.2022 - 06.2022
- Served as a trusted resource for colleagues in need of technical assistance, providing guidance and support that empowered them to excel at their roles.
- Participated in team meetings to discuss ongoing projects and share insights on best practices within the field of IT support services.
- Regularly updated management on project progress, highlighting potential risks and proposing effective solutions as required.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
Asst General Manager/IT Director
Alexander Inn
06.2017 - 11.2021
- Led operational strategies to enhance guest satisfaction and streamline daily hotel activities.
- Managed budget forecasting and financial planning, aligning resources with organizational goals.
- Developed training programs for staff, promoting professional growth and improving service standards.
- Implemented quality assurance measures to maintain high cleanliness and maintenance standards throughout the inn.
- Installed, configured, and monitored all new domain system.
- Monitored network activity to provide safety to business, staff, and guests.
- Single contact for all IT related issues, concerns.
IT Contractor
Inlet on the Olde
01.2018 - 03.2024
- Managed system upgrades and migrations, ensuring minimal downtime for users.
- Provided technical support for staff, resolving complex issues in a timely manner.
- Provided exceptional customer service by addressing client concerns promptly and effectively, leading to increased satisfaction levels.
- Assisted in the selection of new hardware components based on compatibility with existing systems, supporting overall functionality goals.
Education
Associate of Applied Science - CIS I.T.
Community College of Philadelphia
Philadelphia, Pa12-2025
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Inventory management
- Project management
- MS office
- Operational efficiency
Certification
Completed:
- ITIL4
- A+
- Net+
- Server+
In-Progress:
- Azure Admin
- CCNT
- 365 Admin
Timeline
Operations Manager/Security Administrator
Techio
01.2024 - Current
Systems Administrator
Techio/EPM
02.2023 - 01.2024
Senior Technical Service Analyst
Techio/EPM
07.2022 - 02.2023
Technical Services Analyst
Techio/EPM
03.2022 - 06.2022
IT Contractor
Inlet on the Olde
01.2018 - 03.2024
Asst General Manager/IT Director
Alexander Inn
06.2017 - 11.2021
Associate of Applied Science - CIS I.T.
Community College of Philadelphia