Joshua Gittens

About Joshua Gittens

IT Support & Systems Professional with 2+ years of hands-on experience supporting end users, administering Active Directory environments, and resolving Tier 1–2 technical issues across Windows, Microsoft 365, and networked systems. Focused on helping users regain access, resolve issues efficiently, and stay productive, while continuing to build strong fundamentals in systems administration, identity and access management, and enterprise IT operations. Known for clear communication, structured troubleshooting, and a continuous-learning mindset in fast-paced support environments.SUMMARY OF ACCOMPLISHMENTSResolved 100+ IT support and help desk tickets using ServiceNow while meeting SLA targets and maintaining clear, actionable documentation.Supported remote employees across multiple locations by diagnosing and resolving authentication, device, and connectivity issues, restoring access and productivity.Deployed and configured Windows and macOS endpoints using Microsoft Intune and remote support tools to ensure consistent builds and secure access.Built and administered a Windows Server Active Directory lab supporting 20+ systems, simulating real-world enterprise user and group management scenarios.Automated account provisioning tasks with PowerShell, reducing manual effort and improving setup efficiency in lab and support workflows.Implemented Group Policy, MFA, and recovery configurations aligned with Tier 1–2 IT and security best practices.Delivered structured IT tutoring and technical guidance covering Active Directory, Windows Server, DNS, and troubleshooting fundamentals.Created a GitHub-hosted knowledge base documenting troubleshooting steps and escalation paths, reducing repeat issues and improving support efficiency.Strengthened system reliability through hands-on troubleshooting of DNS, TCP/IP, VPN, and Wi-Fi connectivity issues.AREAS OF EXPERTISEIT Support & Help Desk Operations (Tier 1–2)Active Directory & Group PolicyMicrosoft 365 & Identity FundamentalsWindows 10/11 & Windows ServerEndpoint Deployment & Management (Intune)ServiceNow Ticketing & SLA ManagementNetwork Troubleshooting (DNS, TCP/IP, VPN, Wi-Fi)MFA & Identity Access ManagementPowerShell Automation (Foundational)Technical Documentation & Knowledge BasesRemote Support Tools (RDP, TeamViewer)

Experience

1. Technical Support Specialist

   EarthCam

   Jan 2026 — Present · Upper Saddle River, NJ, US

   Installed, configured, and troubleshot IP camera systems, validating correct cabling paths between cameras, PoE injectors, Ethernet switches, and cellular modems to ensure proper power delivery and data transmission. Diagnosed physical and network connectivity issues by verifying link-light indicators (green/yellow/red) on cameras, switches, PoE devices, and modems, identifying cabling faults, power issues, and data-path failures. Performed infrastructure troubleshooting across PoE injectors, Ethernet switches, CAT5/CAT6 cabling, web relays, and LTE/5G modems, including rebooting devices individually or remotely via relay/admin tools. Accessed admin applications and modem management interfaces to review logs, signal strength, and connection status, identifying root causes of intermittent connectivity and modem failures. Utilized Linux (SSH) to update system and camera configurations, perform firmware/software updates, restart services, and support backend processes including archiving and panorama capture. Escalated complex networking, bandwidth, and provisioning issues to Tier 2 and Tier 3 engineering, coordinating service calls, discovery requests, and hardware replacements through CRM systems

Education

• Cornell University

  Bachelor's degree , Information Science, Computer and Information Sciences, General

• Grand Canyon University

  Master in Science, Cybersecurity

• Paramus Catholic High School

  High School Diploma