JOSHUA WILSON
HARDY
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing hands-on and technical support to customers and developing and implementing solutions. Adept at analyzing product performance to drive optimal customer experience. Astute analytical skills with proven ability to analyze, diagnose and resolve production issues. Experienced in providing comprehensive technical support to customers and resolving complex product issues. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Management Trainee
Boxley Materials Company
Director of Product Support
Boxley Materials Company
07.2005 - Current
- Performed troubleshooting of customer issues via phone, email and remote assistance software.
- Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
- Managed and prioritized multiple projects simultaneously, worked independently and drove results.
- Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
- Analyzed and applied technical information from interviews with engineers, operators and suppliers.
- Researched and identified solutions to technical problems.
- Generated reports to track quality performance and analyze quality trends.
Safety Director
Boxley Materials Company
04.2002 - 04.2006
- Helped to build culture of safety focused on reducing incidents and eliminating hazards.
- Developed and implemented safety tracking, training and management programs for all locations.
- Communicated safety performance and progress to management and employees to provide up to date information.
- Investigated accidents and incidents to determine root causes and develop corrective actions to address underlying issues.
- Coordinated and conducted regular safety inspections and audits to identify potential hazards and prevent accidents and injuries.
- Coordinated emergency response plans and drills to increase preparedness and address issues promptly.
- Researched and devised new safety initiatives and strategies to improve safety performance.
Management Trainee
Boxley Materials Company
07.2001 - 07.2005
- Gained knowledge of company policies, protocols and processes.
- Handled day-to-day customer or client questions in-person and via telephone or email.
- Acted with integrity, honesty and knowledge to promote culture of company.
- Established open and professional relationships with team members which facilitated communication, quickly resolving issues, and conflicts.
- Utilized geologic strategies to locate and evaluate potential additional reserves.
Teacher
Prince George County Public Schools
08.2000 - 07.2001
- Worked cooperatively with other teachers, administrators, and parents to help students reach learning objectives.
- Incorporated multiple types of teaching strategies into classroom.
- Communicated frequently with parents, students, and faculty to provide feedback and discuss instructional strategies.
- Supported student physical, mental, and social development using classroom games and activities.
- Created and developed lesson plans to meet students' academic needs.
Education
Bachelor of Science - Geology
James Madison University
Harrisonburg, VA07.1998
Skills
- Delivering Technical Support
- Client Relationships
- Reading Comprehension
- Technical Presentations
- Schedule Coordination
- Organizational Skills
- Defect Analysis and Resolution
- Resolve Technical Problems
- Training Material Development
- Collaborative Team Player
Certification
- Certified Profession Geologist - July 24, 2019 - Present
Timeline
Director of Product Support
Boxley Materials Company
07.2005 - Current
Safety Director
Boxley Materials Company
04.2002 - 04.2006
Management Trainee
Boxley Materials Company
07.2001 - 07.2005
Teacher
Prince George County Public Schools
08.2000 - 07.2001
Management Trainee
Boxley Materials Company
Bachelor of Science - Geology
James Madison University
- Certified Profession Geologist - July 24, 2019 - Present
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