Josh Giles | IT Support Technician

Solving Tech Mysteries with a Smile

Hey there — I’m Josh Giles, a tech problem-solver with a curiosity that just won’t quit .By day, I’m in the trenches of tech support, calming panicked users, chasing down rogue error messages, and performing IT miracles with a keyboard and a lot of caffeine. Whether it’s calming frustrated users, diagnosing a weird software quirk, or making systems play nice, I bring patience, persistence, and a knack for figuring things out on the fly. I believe user satisfaction isn’t just a goal-its the language i speak.

Outside the 9-to-5, you’ll find me deep in cloud labs, sharpening my skills in security and infrastructure. I’m not chasing certifications – I’m chasing mastery. I believe the most successful tech pros never stop learning, always ask “what’s next?”, and never settle for “good enough” or being “too comfortable.”

“If it doesn’t challenge you, it wont change you.”

Experience

IT Support Technician, Chuze Fitness (2021-2025)

Consistently achieved the highest resolution rates, closing an average of 50 tickets weekly while significantly improving end-user satisfaction. Administered and optimized Aruba and Meraki network infrastructure to enhance performance and reliability across 60+ locations supporting over 2,500 users. Demonstrated expertise in swiftly resolving complex technical issues—from system crashes and network slowdowns to connectivity problems and security breaches—minimizing downtime and maintaining business continuity.

Managed Windows and Apple devices with a focus on security and performance, while enforcing PCI compliance standards to protect sensitive corporate data. Led device deployment and IT support operations, delivering timely, efficient solutions both remotely and onsite. Proven ability to balance multiple priorities in fast-paced environments while going the extra mile to ensure end-user satisfaction.

Tech Support, Cortext (2019-2021)

Delivered technical support for a wide range of customer devices—including iPads, Android tablets, and GEN-X products—ensuring smooth setup, configuration, and functionality. Efficiently provisioned over 150 devices daily, accelerating turnaround times and boosting customer satisfaction. Applied analytical skills to improve product testing and reduce defects, directly enhancing release quality.

Maintained accurate product tracking and shipping/receiving documentation using Excel, while streamlining logistics through Epicor to improve operational efficiency. Provided expert troubleshooting via phone and email, resolving issues quickly and building client trust. Collaborated with cross-functional teams to escalate and resolve complex technical problems, and ensured detailed documentation of support cases to maintain a high-quality knowledge base.

Education

Associate of Applied science Degree in Computer Information Systems

California Institute of Arts & Technology

Proudly earned my degree in Computer Information Systems, where I built a strong foundation in networking, systems administration, database management, and information security. This academic journey sharpened my technical problem-solving skills and fueled my passion for creating reliable, user-focused tech solutions.

Earned my CompTIA Security+ certification through dedicated self-study and hands-on practice, gaining a solid understanding of cybersecurity fundamentals including threat management, risk mitigation, and network security. This certification reflects my commitment to securing systems and staying current in today’s evolving threat landscape.

Projects

Emergency Pool Phone Deployment – Chuze Fitness

  • Managed the deployment of emergency pool phones across all Chuze Fitness locations, ensuring compliance and safety standards.
  • Researched and selected cost-effective and reliable hardware through vendor evaluations.
  • Coordinated with third-party network vendors to perform site surveys and determine optimal cabling routes from pool areas to MDFs.
  • Dispatched and collaborated with on-site technicians to install new network lines and terminate connections into network switches.
  • Assisted in configuring switch ports and testing end-to-end phone functionality.
  • Documented the entire process for future scalability and troubleshooting.

Cybersecurity Awareness Initiative

  • Created and lead a company-wide cybersecurity awareness initiative by publishing monthly educational email campaigns to promote best practices and reduce user-driven security risks.
  • Topics covered include phishing, social engineering, smishing, malware prevention, password hygiene, MFA, and secure browsing.
  • Tailor each month’s message based on emerging threats, seasonal risks, and organizational trends to maximize relevance and impact.
  • Collaborate with leadership to ensure wide distribution and reinforce a security-first culture.
  • Helped reduce user-caused malware, virus, and phishing incidents by over 30% within the first 6 months through consistent education and awareness. Track engagement and improve content effectiveness over time based on user feedback and incident metrics.

PCI Compliance Management – SecureTrust

  • Led the successful implementation of PCI compliance across all Chuze Fitness locations to secure customer credit card transactions in a fully cashless environment.
  • Utilized SecureTrust to manually configure compliance groups, entering each club’s static IP address as a defined scan location.
  • Established a quarterly vulnerability scanning schedule to meet PCI DSS requirements and ensure continuous compliance.
  • Completed and maintained PCI Attestation of Compliance (AOC) by documenting special notes related to remote access tools and confirming all remote management software met security standards.
  • Contributed to the protection of sensitive cardholder data and reduced risk of non-compliance penalties by ensuring full adherence to PCI standards.

      IT Documentation and Asset Management Implementation – IT Glue

      • Led the implementation of IT Glue to replace fragmented documentation stored in
      • Google Drive, significantly improving knowledge management and team efficiency.
      • Centralized IT documentation, asset tracking, and configuration management across
      • the department, enabling faster troubleshooting and locating.
      • Integrated IT Glue with existing platforms and workflows to streamline asset
      • lifecycle management and change tracking.
      • Enhanced team collaboration and technical documentation for all systems and
      • devices

      Cloud Resume Challenge – Azure

      • In Progress…