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Technician Service

Location:
Mckinney, TX, 75070
Posted:
August 18, 2011

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Resume:

James Michael Taylor

**** ********* *****

McKinney, TX 75070

972-***-****

TECHNICIAN SUPPORT.NOVELL/ACTIVE Directory.LAN/WAN Environment

Senior Technology Officer with experience in providing service to telecommunications and desktop

internal customers. Extensive knowledge in Microsoft applications, laptops, and remote access.

Skilled in responding to customer inquiries and providing prompt and accurate information and

problem resolution. Demonstrated leadership in willingness to provide knowledge to peers in

terms of technology and decision-making. Strong teamwork skills incorporated from project to

desktop. Known for organization, time management, service-orientation, and reliable.

HARDWARE/SOFTWARE EXPERTISE

Ms Office XP and 2007 MS Outlook Citrix ICA Client

MS Communicator MS Project Professional 2003 Cisco 3620

Polycom Viewstation Polycom VS4000 Tanberg 2500

Lucent G3i PBX system NT 4.0 Lotus Notes

Notes Organizer Palm Pilots Shiva Dial-Out

Citrix Winframe Attachmate/Extra! LAN/WAN

Novel 3.12 Ethernet IBM AS400 model 300 Novell 4x

EXPERIENCE

JPMorgan Chase and Co., Dallas, TX 1997 to Present

Desktop Support Technician/Senior Technology Officer (2000 to Present)

• Participated in the infrastructure of integrating the new desktop load for Investor Services

ensuring successful and on-time completion

• Resolved and supported complex escalated internal desktop issues for 1200 end users,

averaging 1100 tickets per year

• Implemented IPVC to Chase campus using Cisco 3620 router for the gateway/MCU, and a

various range of equipment for all endpoints including Polycom Viewstation ex, Polycom

VS4000, and Tandberg 2500

• Built strong client relationships by supporting applications such as Microsoft Office XP and

2007, Microsoft Outlook, Citrix ICA client, Microsoft Communicator, Microsoft Project

Professional 2003 and resolving issues with a four-hour timeframe outlined in

department’s service level agreements

• Mastered advanced problem solving and provided service support for a large library of

specialty applications designed for the various lines of businesses in the Investor Services

division

• Managed business continuity and disaster recovery plan for division including

spearheaded support for annual site outage test and call tree test

• Provided responsive installation, services and support for telecommunications and

blackberry instruments quickly minimizing customer concerns.

James Michael Taylor Page 2

Desktop Support Technician/Technology Officer (1997 to 2000)

• Interacted with Chase colleagues throughout DFW metroplex area to resolve technical

issues while consistently meeting high response time standards

• Developed and maintained expert technical knowledge surrounding laptops and remote

access

• Participated in the Y2K team ensuring all hardware and software concerns were compliant

ready on 1/1/2000

Sun Coast Industries Inc., Dallas, TX 1992 to 1997

LAN Administrator

• Configured new personal computers for a Novell 3.12 Ethernet network

• Set up sister companies in Tennessee and Florida for LAN/WAN

• Maintained and supported 3Com bridge routers, network printers, MS Mail Server, CD

ROM server and resolved hardware and software problems

• Performed day to day operations on IBM AS400 model 300

• Created and maintained corporate website on Internet

• Maintained all forms of communications including installation of new telephone extensions

and programming telephones using Lucent G3i PBX system

• Troubleshot non-working extensions

• Resolved all problems that arose from end users

• Setup and maintained integration of AVT voice mail platform running on both the PBX and

individual desktop workstations

Allied Marketing Group Inc, Dallas, TX 1985 to 1992

Lead Console Operator

• Mastered console operations for an IBM 3083 mainframe in a MVS/XA environment

• Determined appropriate staffing and employee skill levels and aligned workflow schedules

to optimize productivity

• Resolved JCL problems

SPECIAL ACHIEVEMENTS

• Selected “Employee of the Quarter” at Allied Marketing Group

• Received numerous “Service Star” awards plus two “ALL STAR” awards and one “SUPER

STAR” award with JPMorgan Chase

EDUCATION

Video Technical Institute, Dallas, TX

Subject Major: Electronic Engineering

Macarthur High School, Irving, TX

Graduate



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