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Customer Service Management

Chambersburg, Pennsylvania, United States
February 01, 2018

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James N. Anderson

*** ********** ***** ************, ** 17202

Home Office: 717-***-****


Research savvy IT specialist with proven expertise in supporting and optimizing performance of workstations, peripherals, operating systems, networks, systems, hardware, and software: including installation, configuration and preventative maintenance. Resolved network connectivity issues. Provided service remote and onside to accomplish proper troubleshooting and to gain customer satisfaction. Exceptional communication skills. Ability to quickly grasp and implement new ideas, technology’s and environments.


JLG Industries – McConnellsburg, PA

Computer services Analyst – December 2014 – Current*

Administrator Rights Management using Viewfinity Privilege Management Solution. Creating policies and handling applications for users who require elevated permissions. Cyberark is now managing our administrator rights management. Project involvement for companywide Multifactor authentication (MFA) to help with network security. Comprehensive ePolicy Orchestrator Administration (EPO) involving McAfee VirusScan and McAfee Encryption. Trend Micro Deep Security. McAfee NMS intrusion prevention, McAfee ESM log management. McAfee Vulnerability administration. Data Marking Software (TITUS) distribution and management across the Access Segment of JLG. Websense and Qualys vulnerability testing. Active Directory assistance with group creation and management. Windows data center supporting. Networking troubleshooting and setup. Virtual Desktop Infrastructure (VDI) management, creation of thin clients for users to access anywhere. Layer Creation and management for all VDI's. VMWare vSphere and vCenter experience in VDI creation. Current Management of small team. Spearheading Office 365 upgrade for entire enterprise along with MCSA and MCSE Exchange certified. Management of entire mobile device infrastructure using MobileIron. Microsoft Exchange 2016 deployment and management training in progress. Administration of 2012 and 2016 Windows Server. SCCM management with creating collections and Task Sequences. Managing images for PCs and mobile devices using SCCM. SQL server development and management. Microsoft office repairing for proper resource consumption. Airwatch administration. Mobile Iron Development and Administration. Enterprise Storage solution management. Managing teams as the technical resource on multiple projects in 2017.

Global Data Consultants – JLG Contract, Hagerstown, PA

Technical Analyst – Computer Security, May 2014-December 2014

Computer security projects such as Administrator Rights, Multi-factor Authentication, and McAfee Endpoint Encryption. Project manager of Titus Data Marking Software project, implementing it across all JLG Industries. Communicating across all segments of JLG and working with Oshkosh directly for smoother roll out of each project in a timely manner. Worked with Networking team on other small projects including configuration of new networking technologies.

Shippensburg University, Shippensburg, PA

Tech Fee Support Specialist, April 2013 – September 2013

Helped with configuration, software install and set up of all computers relating to smart cart stations around campus. Worked with staff and faculty to get every detail of what is needed in their "new" technology orders. Communicating and working with vendors who have equipment that is requested by staff/faculty to make sure all details and processing is correct. Managed a group of students and assist with all deploying of any technical equipment. Worked with a ticketing software everyday inputting tickets for any work that was done and closing any ticket that was completed

Shippensburg University, Shippensburg, PA

Graduate Technician, January 2011 – May 2013

Managed all student work that was being done on all computers that were being brought in to get fixed and made timely schedules so more work can get done more efficiently. Answered phones, emails and walk-ups of any customer problem or question. Cleaned computers regarding viruses, spyware, and optimized computer performance. Worked with a ticketing software daily, inputting tickets for any work that was done and closing any ticket that was completed.

Shippensburg University, Shippensburg, PA

Student Technician, August 2007 – January 2011

Responsible for ensuring customer service satisfaction was met and exceeded. Deployed any new equipment that need set up for faculty members. Worked with networking operations by installing new switches in networking closets, routing Ethernet cables to switches and through walls and ceilings for WAP installs. Networking configuration a large part of the daily jobs. Inventory of all equipment that was taken using excel for the creation of tables. Significant experience with imaging machines for new deploys and to fix consistent problems of students machines. Worked with hardware by testing hard drives, memory, etc. to make sure all components are working properly.


•CCNA Certification, 2006

•Microsoft & Apple Certification Courses, 2012

•McAfee EPO Certification, 2015

•MCSA Office 365 2016

•MobileIron Expert 2016

•MCSE Exchange 2017


•SQL Database

•Team Management

•Project Management

•Software Management




•Article Writing

•Virtual Desktop Management


•Masters of Arts, Biology January 2011 – August 2013

Shippensburg University, Shippensburg, PA

•Bachelor of Science, Biology June 2006 – December 2010

Shippensburg University, Shippensburg, PA

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