James C Worthy II

acvo47@r.postjobfree.com

404-***-****

Summary:

Results-oriented Information technology support specialist with over 15 years of experience, supporting software and hardware

Background includes data back up and migration, configuring, modifying systems.

Production Support Experience

Receive and inventory new equipment and parts to help minimize loss and manage technology inventory

Windows XP, Windows 7, and Lotus Notes, windows remote desktop connection.

Install approved software releases, system upgrades and patches and resolve related software problems. Perform general maintenance tasks, troubleshoots and repairs computer systems, peripheral equipment

Continuously improves knowledge base by internally generated research and development initiatives.

Laptops and workstations Windows Operating Systems - XP, Windows 7 Microsoft Office Products 2007 & 2010 Network printing setup and troubleshooting Mainstream software products

Work with IT team to identify and implement plans for technology upgrades and deployments.

Provide remote support when applicable for computer systems to minimize downtime.

Enter all calls into Help Desk ticketing system, and update tickets according to organizational guidelines

A quick learner skilled in delivering to service-level agreements, effective interpersonal

communication, and efficient problem resolution.

Responsible for ensuring monthly invoice reconciliation and disputes

Education:

Briarwood H.S., East Point, GA

Southern Polytechnic State University Cont. Ed. Marietta Georgia

Certifications:

Comp-Tia A+ E69DTT1859

Accredited Platform Specialist HP Commercial Desktops, Workstations and Notebooks Thompson Prometric Testing ID PRO599498

Dell Foundation 2010 Desktops Certification (DCSE Cert ID 3016)

DCSE Onsite Troubleshooting (Cert ID: 3028)

POS Product Certification (#447 Dell)

Georgia Work Ready Certified # BF042T0GP8SZ

Project History:

TeleTech December’15 –Present

Role: Weight Watchers / Red Cross Customer Service Rep Applications used, SABA, People Soft, VM Ware, AVAYA, SKE. Process billing and customer inquiries

Workmarket (Part Time) Aug’14-December ‘15

Role: Contractor (netview)

Responsibilities:

Computer and peripheral upgrade at Wells Fargo Bank.

IE replace cableling and install new check scanners at teller windows and drive-thru.

Knowledge of PC, network, hardware, and software installation and configuration

Upgrade desktops and peripherals. Insure network connectivity and encryption

Provides desk side end user support by resolving issues as well as installs/removes authorized software & hardware assets.

Pin pad installation OfficeMax/Office Depot (Core Technology Solutions)

Establish connectivity between POS and New Pin Pad

Monitor installation protocol

Coordinate with help desk team troubleshooting peripheral devices

CompuCom Mar’14-Aug’14

Role: Migration Technician (Traveling Support)

Responsibilities:

Microland (AON-Hewitt) – WINXP to WIN7 os upgrade.

Tasks were data backup, and restore.

Inventory management, switch and server set up.

Use of Remedy global ticketing system, DashWorks, AD migration portal and dashboard.

IBM (contractor Experis) Atlanta, GA Jun’12-Dec’13

Role: Administration Support

Responsibilities:

systems onto laptops and desktops via an imaging process

Performing installations of requested hardware and software

User data migration

Asset management

Utilizing troubleshooting skills in reported issues with hardware and software in order to work toward an adequate resolution of those issues

Deploying requested hardware for new hires and regular employees

Obtaining hardware from terminated employees

Exercising customer service skills when working with employees

Modifying OS-based configurations

Utilizing software applications designed to perform cleanup of malware

Performing basic network troubleshooting skills

Installing needed device drivers for hardware being used in Windows 7

Adding network printers to a laptop or desktop in Windows 7

Also responsible for shipping and receiving of new and repaired equipment. Ordering of FRU and installation

Workmarket (Part Time)

Role: Contractor Apr’11-Jun’12

Role: Administration Support/Field Technician

Responsibilities:

Field Technician utilizing Work Market, Field Solutions, Barrister, Onforce Platform Currently supporting end-user computers, POS and peripherals. Deployment project for Decision One/ Dysis.

Technisource (contractor) Jun’10-Apr’11

Role: ATT Helpdesk Technician

Responsibilities:

Acknowledge, evaluate and appropriately handle incoming calls from customers. Handle multiple Citrix sessions relating to customer inquiries.

Tier 1 and 2 analysis of problems with streaming devices, viruses and network connectivity. Use of Remedy Helpdesk Ticketing System.

Apply job knowledge to provide accurate and up-to-date information About AT&T services to users experiencing problems with hardware, software, networking, and other computer-related technologies. Consistently met productivity goals

Work Market Freelance Tech, Atlanta GA Apr’06-Jun’10

Role: Administrator/Desktop Support Technician

Responsibilities:

Performed hardware and software support and installation in several enterprise environments supporting 300 plus users.

Diagnosed hardware problems with, printers, computers or cables.

Performed in-house repair of computer systems and related equipment by removing and replacing components or reconfiguring and restoring systems.

Performed troubleshooting of computer systems and related equipment. Performed software and mechanical upgrades.

Performed routine maintenance on all types of computer equipment. Knowledgeable in computer software, hardware and procedures.

Diagnosed hardware failure, user errors.

Diagnosed application errors and network connectivity problems.

Authorized and certified technician for HP Equipment.

Demonstrated ability to analyze, evaluate, and resolve hardware and software conflicts. Installed and upgraded computer and network components.

Replaced and upgraded motherboards, CD-ROMs, and hard drives.

Performed on-site troubleshooting for clients as field technician Repaired, serviced, and replaced parts, boards, and equipment for Dell, Compaq, Toshiba, Hewlett Packard, and computers.

Installed and configured computer workstations and configured laptop computers for docking station connections.

Installed Windows X workstation operating system and configured for TCP/IP network, including settings for Lotus Notes administration and Microsoft Office Suite (Outlook Email) Researched and resolved problems on workstations and LAN, including IP resolution, cabling problems, and peripheral malfunctions.

Performed troubleshooting of personal computers and peripheral equipment, identifying problems and providing solutions

Delta Global Staffing, Atlanta, GA Jan’05-Mar’06

Role: Field Engineer (Delta Airlines)

Responsibilities:

Install, move, add, and change (IMAC) requests supporting the IT infrastructure in office environments, reservation centers, and airport locations.

Responsible for implementation and support of desktop and laptop devices, applications, peripherals, network devices, airline specific equipment Kiosk Touch Screen, TCPIP configuration Perform, as specified in the Service Request, the physical relocation of any IT infrastructure devices PC workstations, peripheral devices, network routers, airport devices, etc

Perform upgrade services (adding to or changing a workgroup computer, workgroup peripheral, or software) as specified in the Service Request.

Verify the asset in accordance with Delta Technology policy prior to the move Troubleshoot and resolve all hardware and software problems supported by Field Operations.

Communicate with the Field Planning and Project Management organization. Duties may include research, providing input into work orders, and occasional assistance with site surveys.

Perform preventative maintenance on operational devices. Coordinate external vendor services. Install, customize, maintain, test, and troubleshoot operating systems and other systems software.

Perform root cause analysis to quickly recover from service interruptions, and to prevent recurring problems. Implement changes to platforms with minimal impact to the business by following enterprise standards and procedures.

Personal Interest:

Microsoft MCSA (in progress)

http://www.diversetechservices.com/

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