Electrical Engineer Customer Service

Robert N. James Jr.

Greensboro, NC ***** 336-***-**** ***********@*******.***

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

SUMMARY OF QUALIFICATIONS

Twenty years as an IT professional with skills ranging from computer support to management. Excellent

customer service skills, technical skills, conceptual skills and a team player.

Possess a troubleshooting mindset, good communication & investigation skills and the ability to work

independently. Productive self-starter with a strong work ethic; consistently achieve all goals.

Proven expertise in network/hardware/software troubleshooting, server & PC assembly, technical support and

help desk.

Tone/track/terminate Token Ring and Ethernet cabling.

Training/teaching of end users in use of equipment and software.

Always meet deadlines with accuracy and quality: able to deal with extended pressure; strong on follow

through.

Efficient in Six Sigma Methodologies.

CERTIFICATIONS/ADVANCED TRAINING

CISSP – June 2010

Microsoft Certified Professional

Certified Network Administrator (CNA) – NetWare

A+ Certified

Network+ Certified

Advanced Course - Windows NT Workstation, Windows 2000, Windows XP, Windows Vista

IBM Business Partner

Dell Business Partner

HP Laser Printer Service and Repair Training

COMPUTERS/PERIPHERALS

Cisco Routers/Switches HP Servers Blackberry

IBM PCs & Thinkpads Modems Palm Pilots

Dell PCs & Notebooks HP Printers/Scanners IBM/Lexmark Printers

HP Omnibooks Zip/Jazz Drives (SCSI & Parallel) Thin Clients

Winterms LCD Panels/Video Conferencing PCMCIA and SMART cards

COMPUTER SOFTWARE/LANGUAGES/INSTALLATIONS

Windows (all versions) Internet Explorer SCCM

Microsoft Office (all versions) Netscape Mail & Calendar SQL

Norton Anti-Virus Mozilla Firefox Visual Basic

Trend Anti-Virus MS DOS Expert Advisor

McAfee Anti-Virus Adobe Acrobat Exchange Server

Ghost Visio Citrix Winframe Client

Acronis True Image IOS/ NOS Peoplesoft

Support Magic (Remedy) HP Openview Active Directory

Cisco VPN Firewalls Firewalls

Altiris Software Virtualization Backup Executive Suite

Snort Group Policies Crystal Reports

EDUCATION

North Carolina Central University - Durham, NC

MS - MANAGEMENT INFORMATION SYSTEMS - May 2007

North Carolina Agricultural State University, NC

Robert N. James Jr.

BS – Electrical Engineer - May 1995

Robert N. James Jr.

PROFESSIONAL EXPERIENCE

Wake Forest University Baptist Medical Center – Information Services Department

Manager Network Systems 09/2003 - Present

Senior Network Systems Analyst 08/2001 - 09/2003

IS LAN Administrator 02/2001 - 08-2001

Intermediate Network Systems Analyst 01/2000 - 02/2001

Manage receiving personnel.

o Create and updates standards and procedures specific to teams supervised.

o Compile monthly reports regarding the activities of the teams supervised and submits them to

management in a timely manner.

Manage desktop support team.

o Managing a $1 million dollar contract.

o Supporting up to 15,000 workstations/servers.

o Managed up to 30 people.

o Work closely with outsourcing partner to develop processes, workflows and procedures.

o Regularly monitors compliance of outsource partner with agreed-to service level agreements and

provides timely reports to management.

o Maintain effective communication channel between outsource partner and Information Services

department, ensuring that both WFUBMC and partner are kept informed.

o Employ communications and negotiations skills to resolve issues with outsourcing partner in a fair

and timely fashion.

o Responsible for the receipt of up to 4 million dollars per year worth of equipment.

Ensure that servers and workstations are completely secure.

Use Configuration Manager to remotely reimage and patch thousands of computers monthly.

Maintain and create desktop images.

Install and configure Cisco routers and switches.

Implement and update group policies.

Develop and implemented security plans, project plans, and control techniques.

Configure information security systems to ensure their smooth and reliable operation for fulfilling business objectives and

processes.

Coordinate and perform in-depth tests, including end-user reviews, for modified and new systems.

Oversee installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and

peripheral devices as it relates to information security monitoring and controls.

Facilitate and maintain data backups.

Interact and negotiate with vendors, outsourcers, and contractors to secure information security products and services.

ECPI, Greensboro, North Carolina

Adjunct Professor

08/2008 - Present

Taught CompTIA A+ Certification

Taught CompTIA Network+

Microcomputer Applications

Maintaining accurate and timely attendance records

Preparing student progress reports and grade reports

Robert N. James Jr.

Forsyth Technical Community College, Winston-Salem, NC

Adjunct Professor 08/2007 – 08/2008

Providing hands-on classroom instruction

Maintaining and updating course syllabi; assisting in the development of new curricula

Preparing and utilizing approved lesson plans

Providing for the care of supplies and equipment

Implementing evaluation devices of student learning and externship experience to measure progress and

competency

Evaluating student competence based on program philosophy and objectives

Preparing student progress reports and grade reports

Maintaining accurate and timely attendance records

Attending faculty meetings

Maintaining professional qualifications through participation in continuing education programs and academic

courses

Participating in campus events to include open houses, student awards ceremonies, and graduation

ceremonies

ROBCO, Greensboro, NC

Owner 09/1994 – Present

Installed and configured Servers & PCs to connect to local and remote servers using Ghost or typical

methods.

Assisted in the development of procedures for configuring PCs, installing software and hardware.

Assisted users with security problems on the network including user entry problems, resetting passwords, and

maintenance of network accounts.

Conducted one-on-one training for end-users and other technical support personnel.

Administered Novell 4.1 Network and Windows NT 4.0.

Tracked/toned COAX cables; terminated token ring and Ethernet cables for connection to LAN.

Supported remote computing devices including Shiva, LanDial and Frame Relay.

Coordinated and assisted with installation of PCs, printers, software and hardware.

Provided support and one-on-one training for various software applications.

Provide means to completely secure workstations and servers.

Provide data backup.

TekSystems

Client Site: Wake Forest University Baptist Medical Center; Winston-Salem, NC

NETWORK SUPPORT ANALYST 08/1998 – 01/2000

Member of Y2K Compliancy Team responsible for upgrading all PCs throughout Medical Center to Y2K

Compliancy.

Provided desktop and network support for all PCs.

Provided 1st & 2nd level Helpdesk support. Duties included resolving end-user problems, resetting passwords,

dispatching repair technicians, and solving problems over the telephone using SMS and Citrix Winframe

shadowing.

Installed operating systems and applications using Ghost or individual installation methods.

Troubleshot local and off-site PC problems and repaired as needed, including network connectivity from desk

to LAN.

Converted workstations and printers from Token Ring to Ethernet throughout WFUBMC.

Converted and configured end-user workstations from static IP to DHCP.

Solved connectivity problems using toner and parity testing equipment.

Provided detailed documentation of LAN closet configurations.

Robert N. James Jr.

References are available upon request

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