Windows Server Customer Service

ROY T. JAMES, A+

EXPERIENCE SUMMARY

Over more than ten years of Information Technology experience, including over six years of IT Help Desk and customer service experience

Have provided off-hours on call support with remote desktop connection

Have relocated printers and terminals and resolved cabling issues

Highly organized and hardworking with an enthusiasm for challenges, committed to providing high-quality support

Articulate, with excellent listening and problem-solving skills. Able to work with people with different temperaments, personalities and skill levels

A quick learner who accepts new challenges and responsibilities, following through to a successful conclusion

Very strong interpersonal and communication skills; work equally well one-on-one or in a team setting

Strong skills in time management, prioritizing tasks, meeting deadlines and multi-tasking, also able to manage urgent/sensitive situations

Very detail-oriented with strong troubleshooting skills

Excellent written and verbal communication skills

SKILLS SUMMARY

Software: MS Internet Explorer, MS Outlook, Microsoft Office, Microsoft Word, Microsoft Excel, IBM Mainframe, QAD, Enterprise Administrator, Remedy Action Request System, HEAT ticket system, MS Remote Access Server, Ghost Enterprise, Dreamweaver 4, OpenOffice, Microsoft Sharepoint, Vantage, Office 365

Operating Systems: MS Windows XP/ 7/ 8.1/ 10, Apple OS X, Windows 2003-12 Server, Ubuntu

Networks: Windows, Cisco

PROFESSIONAL EXPERIENCE

Vision IT July 2015 – February 2016

Detroit, MI

IT System Administrator

Implements, installs, configures, monitors, troubleshoots, and evaluates existing and

new Microsoft Windows server operating systems

Responsible for integration of user workstations, including MAC workstations, with

Microsoft Windows server operating systems and Active Directory

Resolve Help Desk tickets as assigned

Install, secure, maintain, troubleshoot, administer, manage users and upgrade Microsoft Exchange including Exchange mail stores

Work with vendors on product enhancements and system upgrades to assure system optimization and project completion

Environment: MS Windows 7 & 10, Apple, Windows Server 3-12, Cisco, Office 365

Xerox April 2015 – July 2015

Dearborn, MI

Hardware Services Associate Specialist

Install data center hardware

Maintaining hardware related output queues (incident, service request, change)

Basic troubleshooting (incident management) of hardware related problems

Follow all data center and hardware related processes and procedures

Assist in maintaining CMDB and hardware inventory for Site Services

Provide shipping & receiving support, assist other team members

Environment: MS Windows 7 Professional, IBM AS/400, Windows Server 8-12, Unix

Compuware/ Lochbridge/ DPS June 2012 – February 2015

Detroit, MI

Network Operation Engineer

Monitored and troubleshoot the implementation of PeopleSoft Financial

Software distribution, remote control, active directory, sccm

Server software installation and hardware installation

Unlock and reset user accounts

Installation and configuration of Window 2003 and 2008 server

Identified and logged malfunctions and monitored data communications network

Documented and updated procedures daily, trained staff on existing and new procedures

Printing out Detroit Public School checks and direct deposits forms every other Thursday

Environment: MS Office XP (2003), MS Windows XP Professional, IBM AS/400, Peoplesoft, Orion, Sun Workstation, IBM 3590E Tape Units, Xerox Docutech 90 Printers, Windows Server 2003-8 and Vantage

The Wellness Plan October 2011 to February 2012

Detroit, MI

Application Support Analyst

Testing and troubleshooting applications

Identifying and implementing solutions to system incidents

Providing training support

Implementing and testing

System upgrades and maintenance

Updating parameters

Assist in developing and testing business continuity plans

Identifying and implementing enhancements

Identifying new technologies that will best meet organizational needs

Environment: Unix, MS Office 2007, Windows XP, EHS, Oracle

Sync Technologies, Inc. August 2006 to May 2011

Detroit, MI

Detroit Public School Computer Operator Administrator

Monitored and troubleshoot the implementation of PeopleSoft Financial

Software distribution, remote control, active directory

Installation and configuration of Window 2003 and 2008 server

Monitored the IBM/AS-400 system and performed backup of all systems nightly

Identified and logged malfunctions and monitored data communications network

Documented and updated procedures daily, trained staff on existing and new procedures

Printing out Detroit Public School checks and direct deposits forms every other Thursday

Environment: MS Office XP (2003), MS Windows XP Professional, IBM AS/400, Peoplesoft, Orion, Sun Workstation, IBM 3590E Tape Units, Xerox Docutech 90 Printers, Windows Server 2003-8 and TCP\IP

Fastswitch, Inc February 2007 to June 2009

Allen Park, MI

Ford Motor Company Business Analyst/ Quality Center Analyst

Work with IT Quality Assurance Analyst, QA and business partners to identify and capture appropriate User Acceptance Tests.

Help the leads / teams of these initiatives with gathering, monitoring and reporting on project status from all teams

Comparing and contrasting information from various teams . researching alternatives to automate collection of data . meeting with ADS personnel to gather ideas, input etc. . developing improvement plans .

Maintaining milestone charts, updating project plans . creating standard status decks, i.e.

Powerpoint presentations that will be utilized in mgt meetings

Design Sharepoint Global ITSM site Ford Motor Company

Environment: MS Office, MS Windows XP Professional, MS Sever 2000/2003, MS Sharepoint and TCP\IP

EDUCATION

Wayne State University

Information Management & System Engineering Degree program

Detroit, MI

Focus: HOPE Information Technologies Center w/ Wayne State University

Completed Bridge Information Management & System Engineering Degree program

Detroit, MI

TRAINING

Focus: HOPE Information Technologies Center

Completed Network Administration program

A+ and MCP Windows XP certifications

NEW HORIZONS

Network +

Security +

AFFILATIONS

International F&A.M. Masons

Black Data Processing Associates

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