James A. Day

*** ****** **

Nashville, TN *****

acb08y@r.postjobfree.com

*** – 790 - 9399

James A Day

Summary

A dedicated and focused desktop and network technician with a demonstrated high level of

skill and ability to provide excellent service and end-user support

Technical Skills

Software- MS Windows 2000, XP, Vista, and 7, MS Office 2007 & 2010, MS Project, Visio, Norton

Ghost, Outlook, Lotus Notes, Office Communicator, Windows Server 2008 R2, Active Directory,

Exchange Server, Frontrange

Intermediate Languages- Java, HTML

Database- MS Access, SQL server

Hardware- Dell and HP Printers, Konica Minolta printers, Ricoh printers, Laptops, POS, and Desktops

Tools- Active Directory, Group Policy, SMS, Citrix XenAPP, Remedy, Remote Desktop, VNC, VMware

Server Platforms- Windows 2003/2008/2012 Server, Exchange Server 2003/2007/2010, Red Hat Linux

Networking- TCP/IP, VPN, DNS, DHCP, Firewalls, IP Addressing, Switches, Routers,

Education

Security+, Network+, ITILv3, Microsoft 70-680 Windows 7 Configuring

Currently enrolled at ITT Institute of Technology pursuing a degree in Network Administration

with a concentration in Network Systems Security

Professional Experience

Hewlett – Packard Feb. 2013 – Current

Systems Administrator and Security Specialist

Pioneered multiple documentation and SOP projects related to IT service management and

security administration

Successfully completed a migration from state owned equipment to HP owned equipment for

over 200 users ahead of schedule

Acted as sole desktop support personnel servicing just over 200 users

Majorly contributed to the documentation and audit process that resulted in the contract receiving

HP’s first ever Capability Maturity Model Integration (CMMI) level 3 award

Spearheaded the effort to update and renovate documentation methodologies for client

technical information

Demonstrated professionalism and excellence to the customer to the point of being

memorable, as well as exceeding all set service level agreements

Robert Half Technology Sep. 2012 – Feb. 2013

IT Support Specialist for Advanced Network Solutions

Provided IT support for over 300 companies and thousands of end users

Displayed a proficiency in Active Directory and Exchange administration

Gained a working knowledge of Fortigate, Cisco and Barracuda firewalls

Gained an extensive knowledge of web-based filtering software such as Postini™

1 Page

James A. Day

515 Morrow Rd

Nashville, TN 37209

acb08y@r.postjobfree.com

423 – 790 - 9399

Spearheaded the effort to update and renovate documentation methodologies for client

technical information

Presented a plan to implement smart card authentication for technicians to client servers to

increase security for our bank clientele

Demonstrated professionalism and excellence to the customer to the point of being

memorable, and having customers ask for me by name when calling into the helpdesk

Volt Services July 2012 – Sep. 2012

Desktop Support (tier II) (temporary position)

Migrated almost 10,000 users from Windows Vista to Windows 7 in the Ft. Knox migration

project

Created 67 different Windows 7 images using the Windows AIK, sysprep, and SCCM

Performed no-touch migrations, light-touch migrations and direct cd install of customized

Windows 7 images.

Worked hundreds tickets in the Desktop Support queue while maintaining duties of scheduling

and performing migrations.

Followed up with each user to make sure appropriate, mission-critical software was correctly

installed and functioning

Coordinated with groups of users in different sections to facilitate large-scale moves of

computers, printers and phones.

Dell, INC Jan. 2011 – June 2012

Sr. Helpdesk Representative

Responsible for Microsoft operating systems up to versions 7 and exchange 2007 support.

Supported thousands of end users via phone and email.

Provided excellent customer service skills by exceeding the standard first call resolution rate of

75%

Supported a wide range of issues including: software, hardware, network connectivity, active

directory, exchange server, printer connectivity, etc

Helped establish and update a set of knowledge base articles used by all tier I personnel

Used Active Directory to verify users group permissions, password changes, group

membership, etc

Assisted with the Army’s transition from legacy to enterprise exchange system (migrating

thousands of users)

Assisted with the Army’s transition from Windows Vista to Windows 7 (to include initial

installation as well as “clean-up” and application compatibility)

Personal Experience

2 Page

James A. Day

515 Morrow Rd

Nashville, TN 37209

acb08y@r.postjobfree.com

423 – 790 - 9399

Through the use of an MSDN subscription, I created my own home network running Server 2008 R2

with an active directory forest, several machines with active directory user accounts that I migrated to

Windows 7 across the network by building several custom images.

3 Page

Contact this candidate