Customer Service Support
Resume:
JIM CHAMBERS
Washington, D.C. 20001
Mobile: 202-***-****
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EXPERIENCE
System Administrator Homeland Security NSD Division November 2011 to
Present TS
Managed 3 Networks tested and deployed Windows 7 roll out RSA
Active Directory create and deleted accounts created OU and groups
- Work closely with all staff members from Support and Server/Network to
implement all project management tasks relating to new application upgrades
and installs
- Manage, maintain, and troubleshoot IT services using Microsoft products
(desktop, server, email and enterprise solution), VMware server and desktop
virtualization
- Assist in the administration of some enterprise applications such as
Outlook, Active Directory, Dynamic Host Configuration Protocol (DHCP),
Domain Name System (DNS), firewall, Internet Protocol (IP) addressing and
network
- Re-image new and existing Dell desktops with Windows 7 Professional and
Windows XP images. Also customize each machine for specific end users
- Provide support for RSA SecurID tokens to resync or reset passcode using
RSA Security Console
- Maintain and obtain proper authorization for user accounts, email and
security groups
- Manage onsite tapes for backups and restores using Symantec Backup Exec
12.5
- Install and configure Microsoft Deployment Toolkit 2010 using PXE Server
- Instruct users to automatically encrypt and transfer Outlook email
securely via PGP Desktop
- Coordinate with other IT Specialists in their disciplines (Windows
Servers, Linux Servers, Altiris Software Deployment, Remedy Support,
Network Team, ArcSight Admins, and Network Operations Center Team) to
ensure interpretability of communications, network, and applications
systems to efficiently support 250 Mission Operating Environment (MOE)
users
Tier 3 LAN Engineer, U.S. Department of State, March 2005 to September 2011
(Contract - TCDI)
Clearance TS SCI
Supervise and manage 14 Tier 1 and 2 technicians who support over 900 end-
users. Support custom State Department applications and programs with XP.
Accomplishments
. Organized and managed active directory rollout on three networks and
managed deployment of new computers on three networks.
. VM Ware In Motion for VM servers
. Upgraded all three networks to latest Symantec engines.
. Upgraded backup systems where possible to Veritas versions 11 and 12.
. Migrated and updated servers after Active Directory rollout.
. Built and supported Windows 2003 servers and Qual Star backups.
Responsibilities
. Responsible for daily backup and restore from tapes (all three networks).
. Responsible for COOP data management.
. Responsible for security violations or events.
. Responsible for SMS patches and updates on all three networks.
. Manage special projects and assign projects to help desk staff and
monitor completion.
. Provide guidance, assistance, coordination and follow up to client
questions, problems, or malfunctions of systems applications, hardware
and software.
. Respond to client inquiries concerning support requests, systems status,
and network connectivity. Provide high complexity level application
support.
. Resolve hardware and software problems for proprietary applications.
. Test fixes and upgrades to applications.
. Identify sources and trends of technical problems to prevent future
occurrences.
. Serve as an escalation point for difficult problems and complex
inquiries.
. Follow up on specific inquiries or requests to ensure client satisfaction
Team Lead/Help Desk Technician, Food and Drug Administration, October 2002
to March 2005 (Contract - ITS and Other Firms)
Supported more than 1500 end-users on PCs and Macs, including networked and
stand-alone machines with own peripherals used for scientific purposes.
Support Corel Suite, Office 2000, Windows 2000, Outlook, and over 40 CBER
specific applications. Averaged about 10 calls per day via phone and in-
person. Promoted from technician to team lead in November 2004.
Accomplishments
. Installed 50 Dell dual monitor systems for FDA end-users.
. Interfaced with the network command center to reactivate locked-out RAS
and network accounts.
Responsibilities
. Analyzed and answered questions relating to system procedures,
installations, setups, and error messages.
. Coordinated and verified information with outside support groups and
vendors.
. Coordinated and/or escalated problem tickets outside the scope of the
help desk to the appropriate party, ensuring proper problem resolution
and proper customer service.
. Follow-up with Call Center and customer for complete satisfaction and
resolution.
. Prepared weekly performance metrics.
. Opened and closed the help desk level 2 area.
. Troubleshot secure RAS dial and cable connections.
Hardware Support Analyst, U.S. Senate, July 2001 to July 2002 (Contract -
Siemans)
Provided hardware support to 2,000 end-users, 500 servers, and 200 HP
printers at the U.S. Senate. Position ended when Siemens' contract with
the Senate was not renewed.
Accomplishments
. Became Compaq Certified while working for Siemens.
. Was promoted from a temporary position to that of
closing hardware technician.
. Worked on a hardware support team that consistently
made high Service Level Agreements.
. Coordinated with the software support team to make
repairs seamless to the end-user.
. Worked at the Senate during the anthrax terrorist attacks. Received a
certificate from the Senate acknowledging contribution during a national
crisis.
Responsibilities
Provided hardware support to workstations, laptops, and printers of all
U.S. Senators and staff, the Senate Sergeant of Arms, and Capitol
Police.
Closed all priority open calls while the Senate was in session.
Coordinated with software team on re-templating workstations and services.
Coordinated with help desk to resolve issues.
Tier II Support Specialist, Charles E. Smith Management Company, March 2001
to May 2001 (Contract - P C Help)
Worked as a Tier II support specialist for the Commercial Real Estate
Division.
Accomplishments
Ensured network reliability of more than 95 percent in remote locations.
Responsibilities
. Was the support specialist responsible for offices in Baltimore, the BWI
Airport, and Navy Yard.
. Built LANs and WANs at the Baltimore, the BWI Airport, and the Navy Yard
offices.
. Managed connectivity, dial-in, and custom applications.
. Fielded Tier II and Tier III support calls in the main office in Crystal
City, Virginia.
Hardware Support Analyst, Remote Support Department, Discovery Channel,
February
2000 to February 2001 (Contract - P C Help)
Provided Tier III level support, both in-house and online for
laptops, to 1,200 end-users.
Accomplishments
. Promoted from Level II Technician to Level III Support Lead Technician in
July 2000.
. Recommended migration to Windows 98 Version B to management; coordinated
upgrade with minimal supervision.
. Coordinated roll-out of telecommuting program in conjunction with Human
Resources, Desktop Support, and Training Department.
. Participated in training development programs for telecommuters.
Responsibilities
. Installed, configured, tested, and did troubleshooting of laptops, their
peripherals, and associated software packages (Lotus Notes, Microsoft
Office, Norton AV, Novell Client32, Netscape, and Windows 95, 98, and NT
operating systems).
. Maintained and serviced an inventory of 800 Toshiba and Compaq laptops
with configurations that included network cards, external hard drives, CD-
ROMs, modems, and docking stations.
. Created and maintained remote and dial-in access accounts.
. Maintained and did troubleshooting of connections to CiscoSecure Access
Control Service from remote locations via modem (analog) and ISDN lines.
. Installed and did troubleshooting of networked PCs and related hardware
applications.
. Occasionally provided MAC support.
Help Desk and Desktop Support Specialist, Friedman, Billings, and Ramsey,
December 1999 to February 2000 (Contract - MBA Management)
Provided Tier I and Tier II level support for 466 on-site end-users and end-
users in 10 international offices. Tier II support:
. Did troubleshooting for Network Novell and Lotus ccmail, local and dial-
in. Maintained Act databases for 10 end-users.
. Created user accounts, configured print queues, closed nonfunctioning
accounts, and changed passwords in nwadmin.
. Installed and maintained HP and Tectronic Printers with DLC, TCP/IP, and
NDPS protocols.
. Was main support person for Adobe products.
End-User Support Coordinator, Investment Company Institute, April
1997 to October 1999
Provided help desk and desktop support for a Windows NT Local Area Network
(LAN) comprising 180 NT workstations and 13 specialized NT and Unix
servers.
. Supported Microsoft Office applications, MS Windows, and third-party
applications; resolved hardware problems for personal computers and
printers.
. Tested software and hardware products prior to deployment; deployed new
software applications and coordinating periodic updates.
. Provided system management and software version control for personal
computers.
. Developed procedures for repetitive or preventable support issues.
. Ghosted and rolled-out NT workstations, and updated SIDS
. Managed subscription databases, and laptop computer and printer
inventory/maintenance
Manager of D.C. Photo Database Operations, Stokes Imaging, 1993 to
August 1994
. Managed two sites that catalogued and copied photographic images for the
Library of Congress and the National Geographic Society. Supervised staff
of four.
. Installed and managed a LAN system in each office.
. Created and worked with an Informix database to have four unique
identifiers for each image scanned.
. Position ended when all images were captured.
SYSTEM SKILLS
Windows 2000, NT Workstation and Server, Windows 2000
Workstation and Server, Microsoft Office 2000, MS
Win 98, MS Win 95, Microsoft Office (Word, Excel, Powerpoint),
Microsoft Outlook, HTML, SAS, Lexus/Nexus, AS 400, Soft ID, Lotus
Notes, Adobe, Photoshop, Secure Internet Mail Dial-in, Norton
Antivirus, Xpedite fax software, HP and QMS printers, PC repair,
Mircosoft Networking, Netscape, Informix, Front Page 98, TCP/IP, WINS,
DHCP.
Computer Certificates: NT Core Administering Windows NT
4.0 MCSA Server 2003
SCCM October 2011
NT Workstation Unix Level one
Windows NT Troubleshooting A Plus
Compaq Server Compaq Workstation
EDUCATION Monmouth College, Monmouth, New Jersey.
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