Joseph Ulmer
Milford, PA | (570) 431-9834 | josephulmer@proton.me |https://www.joeulmer.net
SUMMARY
IT professional enthusiastically pursuing certifications to move up in the industry. 10+ years of Social Services/Customer Service/Management experience.
EDUCATION
Master of Science – Teaching Learning & Curriculum
Drexel University – 2018
Bachelor of Arts – Sociology
East Stroudsburg University of Pennsylvania – 2012
- Alpha Kappa Delta (ΑΚΔ) International Sociology Honors Society
- Cum Laude
RELEVANT SKILLSET
Certifications: CompTIA A+, CompTIA Network+, Security + CompTIA CySA+ (Expected June 2025)
Skills: PC/Laptop Hardware, SOHO Networking, Mesh Networks, Mobile Device Troubleshooting, PC Troubleshooting, Network Troubleshooting, Network and Hardware Security, Windows 10+, Linux, MacOS, Android/IOS, SaaS (Microsoft 365, One Drive, Google Suite), Virtual Machine Home Lab (Linux), AWS Cloud Server
Soft Skills: Self Directed, Customer Service Expert, Team Builder, Management Experience, Ethical, Self-Motivated, Continuing Education
EMPLOYMENT
Connectwise | Help Desk Technician I | October 2024 – Present
Working directly with Partner MSP’s and clients to troubleshoot a variety of ecosystems. Remotely accessing user’s PC’s, server environments, etc. Working with a variety of devices including Windows 11, Windows 10, MacOS, and Linux, as well as peripheral devices such as printers, scanners, fax machines etc. Helping users navigate and install windows Office products, utilizing Azure and Entra for account management and security. Handling account reset, multifactor authentication, password and credential management. Providing excellent customer service and user experiences.
Delaware Valley Skilled Nursing & Rehabilitation | Director of Social Services | December 2022 – March 2024
Case Managed up to 70 patients, leading team meetings with their families to review treatment, and the care planning process. Worked out challenges families were having. Experience with medical records, putting together admission and discharge paperwork as well as submitting insurance updates. Referred residents to outpatient services. Worked on basic IT troubleshooting, including printers, PC’s networking, phone systems, and cable television.
Caring Partners of Morris and Sussex | Care Manager Supervisor | June 2022 – December 2022
Supported a team of six Care Managers in their role of implementing services to work with children and families. Held routine team meetings, developed team relationships, and fostered an environment of continued growth. Assisted Office Manager with basic SOHO networking issues, troubleshooting PC’s, Tablets, Mobile Devices and Printers.