Service Management

J AMAL DAV ISON

** *********** *** #**, *** York NY 10027 P: 646-***-**** E:

j ***********@*******.***

S UM MARY OF QUAL I F ICAT IONS

• Air Force Veteran with over 14 years of in-depth experience in Desktop/System support.

• Able to develop exceptional relationships with co-workers, management and end users.

• Experienced in Systems Administration, including analyzing, designing, installing,

maintaining, and repairing hardware, software, peripherals, and networks.

• Ability to organize, prioritize and work under extreme work pressure, heavy work load and

deadlines.

• Able to t ranslate technical language to layperson language, ability to communicate

technical concepts to non-technical audience.

• Ability to set-up, configure and operate multimedia, AV and videoconferencing equipment

E DUCAT ION & CERT I F ICAT IONS

DeVry University Oak Brook Terrace, I L

B achelor of Science, Network and Communications Management

Completed:

G raduated: February 2013

Certifications

Certified, Comptia A+ (2011), M CP- M icrosoft Certified Professional (2010), Certified,

M SDST- M icrosoft Desktop Support Technician (2010), F ive9 Administrator (2013),

A pple Certified Associate –Mac I ntegration 10.9 (2014)

TECH I N ICAL SKILLS

Various Protocols: T CP/IP, SPX/IPX, OSPF, IGRP/EIGRP, R IPv1/RIPv2, D NS, H T TP,

H T TPS, SIP, H.323, T.120

Systems: Windows XP/Vista/7, VMware, Checkpoint VPN, I ntersystem, and Tandberg

V ideo Conferencing

Software: M S Office (2003,2007,2010) Blackberry Desktop Manager, VER ITAS Backup

E xec, What’s up Gold, Norton Ant-Virus, Norton Ghost, Adobe, P rognosis, Nagios and

I ntersystems

Ticket Systems: T r ack-it, Remedy, Resolve-I t and Service Wise

Network Tools: F luke Meters, Network General Sniffer, and Net Scout

PROFESSIONAL EXPER IENCE

New York, NY

New York eHealth Collaborative A ugust

2012 –June 2014

Service Desk Analyst/ Tech Lead

• Assigned schedules, coordinate staff and allocate resources to ensure efficiency and

p roductivity is maximized. Collaborate with network engineers, software engineers and IT

management to ensure projects meet strategic initiatives.

• Assist in developing documentation and standard operating procedures. Perform SLA

t racking and reporting.

• Provisions, maintains, and remove accounts on five Regional Health Information

O rganization’s platform.

• Network monitoring of Health Share applications and hardware over four domain

environments.

• Help create and administrate company’s WebEx accounts.

Citigroup, Inc. New York, NY M ay

2010- August 2012

Systems Administration Analyst

• Assist in the implementation of technical documents and databases for equipment

retrieval. M anage and maintain inventory records of all office assets for senior

management.

• Able to repair, install, upgrade and maintainP rovide second t ier of hardware/software

Lenovo, HP and Dell desktop and notebook

computers as well as printers andraders.

scanners.

support for Citigroup’s financial t

Civic Association Serving Harlem, Inc. New York, NY Jan

2009- May2010

Desktop Support Specialist

• Implemented new equipment and ideas that help reduced the department budget by 15

percent.

• Identified and removed computer viruses and provided major repairs in accordance with

outside vendors.

• Worked with thi rd party vendors as neededuser manuals and provided technical support

C reated to resolve issues with blackberry, software

l icensing, and hardware accounts.

sessions for employees.

Assisted with technical aspects of audiovisual production and setup audiovisual equipment

• for t raining and public information presentations

Holtzbrinck Publishing New York, NY M ay

2004- Jan 2009

Help Desk Analyst

• Troubleshoot variety technical scenarios from diverse client base in which included five

remote sites.for handling executive management audio and video conference room setups.

Responsible

•

• Created and managed incident and service request t ickets using Footprints software.

• Supported MS Office, Windows Vista and 7, Site Standard Desktop, Remote Access and

p ublishing software.

• Helped coordinate desktop rollouts for over 1000 employees remotely and in house.

• Handled day-to-day BES and upgrade Apple Desktops. Perform Device configuration on

Install, repair, maintain and blackberry related technical issues.

• A pple/Blackberry Mobile Devices.

Set up and install equipment such as microphones, video screens, projectors, video

• monitors, recording for events and functions such as board meetings, sales conferences,

and conventions,

U nited States Ai r Force Uni ted K ingdom Nov

1999- Nov 2003

System Administrator

• T rained a team of a dozen mi l i ta ry personnel in coordinat ing in-shop desktop/system

work and on-site service calls.

• Spearhead an overhaul of deployable network design and implementat ion t hat

decrease setup t ime by 25 percent.

• I nstalled and configured Cisco routers and swi tches for every squadron deployment.

• Performed hands-on administration, monitoring and t roubleshooting of Local Area

network (LAN).

• Performed daily backup operations using VERITAS Backup Exec, ensuring backup of all

required file systems and system data. Ensured applicable and appropriate media was

recycled and sent off site as necessary.

•

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