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Customer Service Help Desk

Greensboro, NC
November 01, 2018

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Brandon Lamar James

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

Greensboro, NC, 27405



B.S. Network Security June 2014

ECPI University, Greensboro, NC

Student of the Semester

Perfect Attendance

Dean’s List

Golden Key

A.S. Electronics Engineering Technology June 2013

ECPI University, Greensboro, NC

Student Fellowship Award

Dean’s List

Student of the Semester

Student Mentor Program

Phi Theta Kappa Honors Society


CompTIA A+

Fiber Optics Installation

Project Management

CompTIA Network +

CompTIA Security +


Microsoft Exchange

Windows XP-10

Server 2008-2012

QAD ERP System


Wireless Networking






Group Polices

Help Desk Tracking System

Knowledge Base/Documentation

Cost Down Initiatives


Customer Service

Active Directory

Computer/Laptop Repair


Data Entry

Problem Solving

Help Desk Support


RF Scanners

OCR Software (ABBYY)




Process Improvement

Group Policies

Software Rollouts

Completed Projects

Label Development – Create and design customer facing shipping label that meet the customers requirement within the limitation of the QAD ERP system.

Automated Reports - Identified and overseen the automation of reports design to schedule the manufacturing material to fulfill orders. Saving up to thirty minutes a day on each report.

Freight Project – Overseen the design and process to identify the location and status of orders. Informing freight when the order can be loaded onto trailers for shipment. Reducing the time, it took to find material and triggering the shipping process.

Document Scanning – Automated the process of entering emailed and faxed orders into the ERP system. Using OCR software, I was able to capture data, format the data and sending it to a hot folder for the ERP developer to automate the entering of the data. I auto forward all emailed orders to the OCR software. Automating the entering of tens of thousands of orders, a year.

Training - Traveling cross country to implement new processes, train new employees and support a new facility.

Help Desk Management - Implementing a new incident tracking system to provide self-help, incident assignments, knowledge base, solution documentation and contact expiration visibility.

Payroll – Implement the badge creation process. Setup hardware, software and process to create badges for all facilities. Employees use the badges to punch time clocks by proximity and to be identified as employees of the company.

New User Form – Created and maintaining an online document that allows human resources and mangers to submit IT request for software, hardware and permission for new and existing users. Displaying the total cost to handle the approval process at the same time.

Networking – Implemented a SOHO connecting twenty workstations via Wi-Fi giving the customer the ability to share network resources such as printers, scanning, documents, etc. Reducing printing cost and reducing the space needed for record keeping.

Teaching – Trained clients to be efficient at basic computer use and Microsoft office applications. Making the clients more marketable in the workforce.

Technician Training – Training interns and upcoming IT technicians on order to build a reliable IT team. Making them independent competent technicians from an entry level status. Now they can travel across the country on order to support facility nationwide.

Virtualization – On a team where we virtualized over forty servers to remove physical devices. This increased backup reliability, Disaster recovery, redundancy, up time, power saving, performance monitoring and much more.

Scripting – Wrote scripts to clean up folders, files, automate PowerPoint slides update on display through the production floor.


Administrator/Senior Help Desk Support June 2016-Present

Endura Products, Colfax, NC

Active Directory

Creating users, distribution groups, public folders, rules, etc. on Exchange servers

Computer configuration and troubleshooting


Inventory devices and printers

Network Support/Backup

VoIP Tech

ERP, QAD, system support (Create users, security, shipping issues, etc.)

Help desk highest tier

Remote help desk support (TX, TN, NC, OR)

Managing help desk ticketing system

Customer service

Communicating with venders

IT purchasing

Software rollouts

Traveling and training new users

Managing technicians


Barcode Label Development (Bartender/Label Matrix)

Consulting and Teaching January 2016-October 2017

Singleton Care, NC

Manage small business networking

Computer repair

Infrastructure planning

Teaching basic computer skills

File systems

Computer Specialist and User Account Services June 2013-June 2016

Endura Products, Colfax, NC

Managing user account on Exchange

Creating users, distribution groups, public folder, etc. on Exchange servers

Computer configuration and troubleshooting

Computer and laptop repair

Managing devices and printers

Network Support

VoIP Support

Help desk support/ Remote help desk support

Customer service



Information Technology Externship March 2013-June-2013

Endura Products, Colfax, NC

Installing computer workstations

Installing thin clients

Researching, learning, and implementing new software

Material Handler Lead July 2001- June 2013

Endura Products, Colfax, NC

Lead and supervise a team of 8 people

Schedule workforce to maximize efficiency and advise management of hiring needs

Quality control of merchandise

Keep correct inventory of 130,000+ products and maintain knowledge of 200+ product codes

Handle material with a fork lift and organizing the warehouse to maximize space

Manage supply and act as a liaison to the assembly department if more stock is needed to fill orders

Report safety issues and ensure team is following safety precautions

Machine Operator 1999-2001

Guilford Mills, Greensboro, NC

Ran textile machine and maintained the equipment

Quality control of fabric

Documented production

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