James Leone

ac1zvx@r.postjobfree.com

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

Williamstown, New Jersey 08094

856-***-****

Objective

To obtain a position to enhance and further develop my skills. The opportunity should present a challenging career to grow professionally and utilize my helpdesk, customer service and leadership qualities.

Summary of Qualifications

Microsoft Exchange 2003-Office 365 – (Troubleshooting)

Windows server 2003-2012 – (Troubleshooting)

MS Office Suite 95-2013

Active Directory

Windows 95-Windows 10

Excellent written and verbal communication skills

Energetic, hardworking, professional with strong organizational skills

Adept in motivating employees and an excellent leader/team player

Work Experience

Full Spectrum Services (via FirstPro) - Philadelphia, PA

May 2017 - Current

Contracted IT Support II: Contracted for the maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Helpdesk. Responsible for documenting internal procedures, the administration and internal support of the Company’s PCs, printers, servers, and related equipment. Tasks include end user support, monitoring the service desk for tickets assigned to the queue and process first-in first-out based on priority, Assisting with onboarding of new hires and terminating former users, assigning users and computers to proper groups in Active Directory and performing PC maintenance, upgrades, and configurations.

Desktop Rollout Project

January 20-22 2017 Marlton, NJ

Coordinated new desktop rollout project for 350 workstations with dual monitors and VoIP phones for a prominent local mortgage company located in Marlton. Supervised 11 technicians to complete the project. This project was scoped for 30 hours of work and was completed in 22 hours, ahead of the scheduled deadline.

Set up of a mix of desktop and docking stations, two monitors, and Polycom VoIP phones on each desk and performed cable management to ensure all cabling was neat and out of view.

Ancero LLC - MSP

Senior Help Desk Engineer – March 2015 – October 2016

Implement and administer Windows Servers across multiple client sites.

Manage technical services of Windows Network infrastructure, including Active Directory and Group Policy.

Maintain and implemented 3rd party spam and web filter services such as, MXLogic and MimeCast.

Work with product vendors to identify, troubleshoot, and provide support for 3rd party applications.

Support of mobile devices including iOS, Android, and Windows phones and tablets.

Install Network printers on client workstations.

Map Network drives for end users.

Assisted in the rollout new workstations for a very large client using Acronis Imaging. Created all support documentation needed for other Engineers to troubleshoot issues should they arise.

Backup and restore client files using Backup Exec, Datto, Synology, and Appassure, among others.

Publish applications on Citrix servers; give users access to these applications based on group memberships.

Familiar with Citrix XenApp, Xen Desktop, VMware VSphere, and Hyper V products.

Provide onsite support to resolve issues, such as adding new workstations to the client’s domain, installing customer specific applications, and resolving virus related issues.

Automotive Resources International – Mount Laurel, NJ

NOC Technician I – September 2015 – July 2016

Ran scheduled and ad-hoc system, application, and EDI batch jobs.

Monitored batch job completion and escalates failures following defined procedures.

Monitored corporate applications, servers, storage, network and telephone systems and documents and escalates incidents following defined procedures.

Monitored data center environmental systems (power cooling, etc.) and escalates issues following defined procedures.

Generated and distributed daily, weekly and monthly operations reports following established procedures.

Update, monitor and complete shift reports.

Printed, and distributed internal and customer reports and documents.

Monitor stock of print supplies and notifies supervisor when levels are below established minimums. Orders print supplies as required/requested.

Perform basic maintenance on printers following established procedures.

Perform system backups, load and catalog tapes, and manage offsite storage of tape backups using established procedures.

Perform file restores from backup tapes following established procedures

Promoted application code to QA and production application and database systems following established procedures.

Mentored junior team members.

Ancero, LLC – MSP – Mount Laurel, NJ 08054

NOC Technician – February 2013 – March 2015

Create and submit trouble tickets using Autotask.

Monitor Network alerts configured through N-able; while acknowledging and responding to critical and time sensitive alerts.

Monitor firewall traffic as well as server related issues.

Call circuit provider for any outage and follow up until resolved.

Perform patch management on client Servers, and Workstations.

Setup user accounts using Active Directory.

Create email accounts in Microsoft Exchange, Google for Business and Office 365.

NOC duties: monitoring of servers, networks/ISP circuits, workstations and backup hardware for various clients and taking action on alerts on a first, second, or third level as required.

Assess issues reported by customers (phone/e-mail, etc) including managed devices and environments including desktops, mobile devices, printers, Windows servers, RAID storage, Dell Equalogic SAN, routers, VPN, firewalls and switches. Escalation within the predetermined SLAs when required.

Flexibility in work schedule to assure 24/7 coverage of shifts.

Premier Prizm Solutions – A Medical Management Company – Marlton, NJ 08053

IT/Desktop Sr. Support Analyst – May 2010 – May 2012

Support of In-house software (Spectrum; SQL Database with Access front end) for internal employees as well as clients

Support Desktop/Terminal servers connectivity and account resets

Escalate problem tickets to 2nd and 3rd level support as needed

Administration of Windows and Spectrum accounts

Execute Reports for management

Maintain high level of customer service given to all users.

On call support on a rotating schedule

Maintaining high level of 1st call resolution

Communicating global IT issues to internal users

SQL 2000/2005 Enterprise Manager

Deskside Tier II support – Maintaining desktops, printers, etc.

ADP staffed through Robert Half Technologies – Moorestown, NJ 08057

Helpdesk Associate- September-December 2005

Provided support for multiple Small businesses for payroll website. Assisted with Website payroll entries and back end issues. (contractor)

Towers Perrin/EDS, Cherry Hill, NJ; 08003 1998 to 2005

Migration Control Specialist – Towers Perrin/EDS

2004 to 2005

Responsible for data migrations for web, ivr, and proprietary applications (Unix, weblogic 8.1, Frontpage 98/2000, WSFTP,

Testing moves to ensure accurate and successful migrations.

Create instructional documents for the team

Other duties as assigned.

Technology Specialist (desktop support, tier II)-Towers Perrin

2001 to 2004

Troubleshooting technological issues at the second level.

Maintain customer service level agreements for 1000+ employees.

Experienced in Windows 98/NT/2000/XP Professional/2000-2003 server, Active Directory, Microsoft SMS application deployment, Microsoft Office 97/2000/2003, Novell, TCP/IP network topology, AS 400, Lotus Notes, Microsoft Outlook, MacAfee viruscan, Norton antivirus, Lotus Sametime Server, Microsoft Net meeting, Altiris desktop deployment, Norton Ghost, Peregrine(call tracking), Citrix winframe/metaframe, and CiscoVPN.

Hardware including: Compaq deskpro, armada and M series laptops, IBM desktops and thinkpad laptops. HP deskjet/laserjet and Canon network printers.

Software: Filenet, Clarify CMS, Pension manager (COBOL based program), Mainframe MVS and VM, vendor manager.

Helpdesk Team Leader-Towers Perrin

2000 to 2001

Manage first level support.

Train, implement, and monitor call center employees and functions.

Administer issues with e-mail, customer service, database issues, and operating systems.

Compliments from coworkers and employees in exceeding expected service level agreements.

Helpdesk Associate-Towers Perrin

1999 to 2000

Assist employees and clients experiencing technical issues.

Resolve network and dial-up issues for clients and remote users.

Produce reports using Peregrine System.

Process complex projects including Y2K and Special/Web enrollment.

Provide continuous support for four large offices including after hours.

Specialty Call Center Associate-Towers Perrin

1998 to 1999 – Customer service support

Assisting participants with complex Health and Welfare and Defined contribution issues, questions, and conflicts in regards to their open enrollment. Multiple clients serviced.

Communicate technical information to participants.

Monitor the Case Management System to make sure all questions and issues are completed in a timely fashion.

Process complex plan events and complete all steps associated with the event.

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