Josh McCall has over 13 years of experience providing technical support and IT services. He has expertise in troubleshooting, end-user training, maintenance, client relationships, root cause analysis, systems installation, documentation, software installation, networking administration, and project management. His technical proficiencies include Windows, MacOS, iOS, Android, Microsoft Office, SharePoint, and networking. He has worked in various roles for Bank of America and Woodlawn Baptist Church providing IT support, systems administration, and technical training.

1. Josh McCall
705 Church St.
Cramerton, NC 28032
Phone: 704. 674.7272
e-mail: mccall79@yahoo.com
Technical Support Specialist
Solutions driven professional with 13+ years experience providing efficient and client focused technical support to 1,200+ users.
Demonstrated expertise in root cause analysis and providing lasting resolutions to technical issues. Adept at articulating complex technical
concepts in ways that foster understanding to clients of varying technical backgrounds and roles within an organization. Well versed in a
variety of common operating systems, applications, and hardware with a proven ability to master new tools and technologies quickly.
Outstanding interpersonal skills illustrated by consistently excellent client experience feedback.
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Areas of Expertise
• Troubleshooting & Issue Resolution
• End-user Training & Support
• Scheduled & Ad Hoc Maintenance
• Client Relationship Management
• Root Cause Analysis
• Systems Installation & Configuration
• Detailed Documentation
• Software Installs
• LAN/WAN/NOC Administration
• Project Management
• Productivity Improvement
• Vendor Management
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Technical Proficiencies
Platforms: Windows 7/8/10, Unix, Mac OS, iOS, Android
Applications: Microsoft Office, Sharepoint, SQL Server, AS400, Symantec Ghost, Bloomberg Terminal
Browsers: Internet Explorer, Firefox, Chrome, Safari, Microsoft Edge
Networking: LAN & VPN/Remote Connectivity, TCP/IP, Active Directory
Hardware: PC, Laptop, iMac, Macbook, iPad, Android Tablets, Printer, Scanner/Copier, Digital Projectors
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Work Experience
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Woodlawn Baptist Church, Lowell, NC June 2012- March 2016
Associate Pastor/Pastor of Students & Families/Computer Network Admin
Designed, implemented, and maintained computer network; including router setup, wired & wireless connectivity, and PC/Mac install &
configuration. Designed and managed church website, email accounts, and social media accounts. Supported all printers, copiers, fax
machines, and scanners. Provided technical support & assistance for all church staff. Provided technical training to church staff.
Assisted pastor in worship planning, vision development and casting, visitation, pastoral care, counseling and administration. Preached in
pastor’s absence and conducted funerals. Organized and implemented ministries to youth in grades seven through twelve, including Bible
studies, fellowships, recreational activities and overnight trips including summer camps and fall retreats. Led team of volunteer leaders for
youth group providing direction, training, and mentoring each leader in spiritual growth and ministry leadership development. Acted as
staff liaison to children’s ministry director providing direction and leadership as well as assisting in the planning and execution of outreach
and fellowship events.
Bank of America, Charlotte, NC June 2008- June 2012
Consumer Tiered Services – Assistant Vice President, Consultant – Non Trading Support
Provided support for all line of business related applications including Automated Work Distributor, File Net, LPS, and Merlin.
Provided move, add, and change support including desktop hardware moves and data migrations.
Served as problem management champion for Consumer Real Estate tower. Responsibilities included training all CTS associates on the
use of updated and new features in Peregrine Service Center, providing feedback for coaching opportunities to EDS in relation to 1-800-
SUPPORT technicians, and day to day problem solving and trouble shooting of issues relating to problem management.
Notable Accomplishments:
• Modified existing data move scripts used to transfer data from PC to PC reducing relocation time per associate by more
than half
• Participated on core services team whose objective was to define all core services provided by CTS organization and
implement a plan to ensure these services were being performed at each site while transitioning non-core services to
appropriate resources
• Participated as SME on project to redesign BA Install application used to encrypt confidential closing documents sent to
closing agents and attorneys

2. Bank of America, Charlotte, NC August 2004- June 2008
Consumer Tiered Services – Assistant Vice President, Team Manager Generalist
Managed team of four to six on site support technicians providing training, coaching, and resource allocation.
Held team to high customer service standards consistently scoring above 95% customer satisfaction on monthly scorecards as a team.
Led team in efforts to provide world-class customer service consistently closing greater than 97% of tickets within SLA.
Acted as problem management champion for Consumer Real Estate tower. Responsibilities included training all CTS associates on the use
of updated and new features in Peregrine Service Center, providing feedback for coaching opportunities to EDS in relation to 1-800-
SUPPORT technicians, and day to day problem solving and trouble shooting of issues relating to problem management.
Notable Accomplishments:
• Coordinated BAND desktop refresh program with HP annually
• Acted as subject matter expert on print optimization project that streamlined the Bank’s print environment and greatly
reduced cost
• Participated in deployment of Automated Work Distributor software to all fulfillment associates ushering in a paperless
environment
• Built professional relationships with peers, management within Consumer Real Estate as well as other lines of business
and teams. Resulted in ongoing resource sharing and communication to help facilitate team transitions and line of
business changes.
Bank of America, Charlotte, NC September 2001- August 2004
Consumer Real Estate Technology Support – PC Systems Support Specialist II
Acted as team lead by delegating tasks, serving as escalation point of contact for line of business and site support team.
Performed duties as Security Point of Contact including maintaining LPS security profiles, Merlin access, Home Focus access, WAN/LAN
access, and email accounts. Provided support for all software and applications used by fulfillment associates including LPS, MS Office,
Right Fax, BAINSTALL, Data Shop, MS Visio, MS Project, Same Time Client, Attachmate Extra, QWS3270, SQL Server 2000, and
Emerge print application for mainframe printing. Provided support for remote software and hardware including MAS, wireless modems,
and Blackberry handheld devices.
Notable Accomplishments:
• Vital contributor to implementation of BAND 2000 PC deployment.
• Served as lead analyst on project to deploy Right Fax to all fulfillment associates in Charlotte
• Designed and developed paging system used by fulfillment associate in Charlotte to contact Account Executives with
updates on loans in their pipeline.
• Assisted in retirement of all legacy BAMEAST domain shares and applications.
Bank of America, Charlotte, NC March 1999 – September 2001
Charlotte Loan Center – Operations Analyst
Oversaw daily operations of the Charlotte Fulfillment Loan Center. Ordered all office supplies, paper, and toner. Responsible for ensuring
that all copiers and fax machines were in working order by engaging the appropriate vendors when instances of hardware malfunction
occurred. Provided first level desktop support.
Notable Accomplishments:
• Coordinated refresh of all loan center copiers from Lanier to Xerox
• Assisted in implementation of personal computers using Windows NT operating system
Education
ECPICollegeof Technology, CharlotteNC September 1997 – January 1999

3. •Diploma in Network Administration