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Wi‑Fi drops, slow computers, and "nothing works." We fix the friction so you can focus on your life or business.

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Joshua Arebalo — Technical Operations Leader

STATUS

Available for projects

Targeted Solutions

Proven systems and scenario-based packages for common technical needs.

Capabilities

Tailored engineering to resolve complexity and secure operations.

Process

Clear diagnosis, clean implementation, and guardrails so it stays fixed.

Reviews

Short, realistic feedback from people who needed things to work — fast.

Experience

15+ years leading technical operations, building analytics platforms, and engineering support systems that scale.

90+

Employees Managed

$5M

Annual Savings (Apple)

67%

Resolution Time Cut

100%

SLA Compliance

NOW

Current 2024 – Present

Technical Support Team Supervisor

Firstsource Solutions — Melbourne, FL

Supervise ~8 technical support agents while architecting internal analytics and compliance systems that transformed performance governance across the organization.

Built role-based PIP tracking platform (Cloudflare Workers + D1) — compliance from 75% → 90% Automated 4-week audit enforcement with 95% threshold validation Achieved 100% SLA compliance Reduced call volume 20% via AI-driven root cause analysis on 7,000+ tickets Browser-based analytics platform for large CSV/XLSX datasets

LKQ

2021 – 2023

Service Desk Supervisor

LKQ Corp — Nashville, TN

Supervised ~30 technical support agents serving an organization of 30,000 employees, resolving Tier 1 issues under ITIL-aligned governance.

Reduced resolution time 67% (60 → 20 min) Increased retention 30% through structured career frameworks Implemented LMS — 22% headcount efficiency gain Managed 18 analysts under ITIL governance

2020 – 2021

Help Desk Manager

Civic Actions — Remote

Maintained 99.9% uptime during the VA.gov Drupal transition, supporting a critical federal platform.

99.9% uptime during VA.gov migration Reduced user-reported issues by 40% Executive-level reporting — 25% decision alignment improvement

2013 – 2018

Technical Support Supervisor

Apple, Inc. — Remote

Led 23 remote representatives through high-volume product launches, engineering KPI systems that drove measurable cost savings.

Saved $5M annually via KPI redesign during product rollouts Reduced resolution times 50% during launch cycles Top 5% performer company-wide (as advisor) Mentored 200+ staff, trained groups of 100+

Earlier

Data Analyst — The Coca-Cola Company

Database migration for executive leadership with 100% data integrity. Enhanced Salesforce mapping models, boosting visualization accuracy by 20%.

Legal Assistant — Boga, Edwards Law Group

Documentation and filings support for two attorneys, improving case prep efficiency by 25%.

USN

U.S. Navy 2004 – 2008

Petty Officer Second Class (E-5)

Oak Harbor, WA — Deployments to Japan & the Middle East

Managed networks for 300+ devices (99% uptime) Administered $1M+ financial account (100% compliance) Two Navy & Marine Corps Achievement Medals

Education

B.A. Psychology & B.B.A. Economics (In Progress)

Kennesaw State University

Six Sigma

Firstsource — 2026

Cybersecurity (NICE Framework)

Federal Veterans Training Program — 2023

Computer Science (ITIL Fundamentals)

Firstsource — 2023

Core Tech Stack

Python JavaScript / TypeScript SQL / T-SQL Cloudflare Workers + D1 React Salesforce ServiceNow Jira Active Directory AWS / Azure / GCP ITIL Operations Linux / Windows Server PowerShell / Bash MySQL / PostgreSQL / SQLite VPN / DNS / Network Security Google IT Support Professional

Home Tech

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