desktop support
Resume:
Gerald D. James
**** *********** **** ** *** ****
Houston, Texas 77014
***********@*****.***
Summary of Qualifications: A highly experienced IT professional providing quality and strategic solutions.
•Skilled problem solver with superior attention to detail in a fast pace, continuously evolving environment
•Proven communication & customer service skills via interacting and communicating with Senior Management and Clients in a global marketing atmosphere. Recording and Tracking information using various ticketing creation systems.
•Delivered exceptional IT based support and performance to include: Installing and upgrading hardware, implementing & upgrading software, systems repair and maintenance, Instructing and training of software and use of new systems. Remote login using various tools to include cmd line, windows remote assistance, and other software applications. Creating and deactivating user accounts using Active directory and other various applications. Maintained Structural integrity of Network
Technical Skills
Operating Systems
•Setup up Windows 10 Sandbox to test & Implemented windows 10 to specified users,Windows 8, Windows 8.1,Windows 7, Windows XP, Windows NT, Windows ME, Windows 2000,Mac OS X Mountain Lion, Mac 0SX, Mac OS 8.6, Mac 0S9
Software Applications
•WIC imaging tool, Microsoft Office 2013/ 2010, Microsoft 360, Microsoft XP, MS Visio, MS Site Server, Chrome, Internet Explorer, Firefox, Adobe Photoshop, Adobe, Microsoft SQL HRIS, Oracle, SDS, NICE Quality Management, (CRM) Customer Service Management tools software. Android Phones, tablets, and iPhone applications as well as software
Hardware
•Lync Server 2010-2013, Exchange 2010- Edge Server, SQL Cisco, and Nortel,, Layer 1,2 and 3 switches Lan 2960x, 3650, 3850, and 4500 able to work on Lan, Wlan, San, cloud based phone systems crexendo Sonic Wall VPN Server,
Professional Experience
NACE INTERNATIONAL August 21 2014 – February 7 2017
Helpdesk Support/Admin
Built Pearson testing center station 13 computers placed on private Network set up firewall & 28 port switch. Implemented Symantec antivirus on network, Setup printer for use on the network. Trained the Proctor and the IT staff on use. Developed training guide and troubleshooting guide.
Researched found and implemented a new Helpdesk system to work with our requirements and needs (FRESHDESK)
Trained our 3rd party vendor on how to set up all in one pc’s and laptops for our conferences including how to make our badges using our software.(EXPOBADGE)
Setup and Install LAN cabling systems and equipment such as network interface cards, hub and switches and other system/office equipment
System Admin (350+) users Managed Active Directory
Created user accounts in active directory, Crm, Lync, MacAfee Spam Filter and Outlook
Train and co-manage all new helpdesk staff
Built Base images of all pc’s models used by NACE to include desktop, laptops and surfaces for streamlined and quick deployment to users based on position and title.
Tested and installed Windows 10 on sandbox and in use on Workstation pc.
Setup outlook accounts on all peripheral devices.
Purchased and Built desktops, laptops and tablets based on users specifications
Worked in Lync, Outlook,and Edge servers as well as other domain servers to perform updates, Installs of applications and to troubleshoot and resolve known and unknown issue’s
Monitored and Managed Mcafee Spam filter for use with the outlook server to protect against unwarranted emails or spam.
Used Spybot, Malwarebytes and Combofix for removal of all viruses found
Performed upgrades to SSD Hardrives and Enhanced Memory as needed
Setup IP addresses when needed for NACE Conferences and set the IP addresses for laptop and Regkits, ipads printers etc for use at the Conferences.
Placed printers on the domain and granted access to users based on Active Directory Policies.
Organized and consolidated hardware and user data as it related to location and position
Restructured and Organized all storage locations of IT equipment IE: servers,switches, cat 5,vga cables, desktop, Monitors, laptops and peripheral devices
Conferenece Prep and packing of All IT equipment to Include Registration Kits, Laptops and Printers, prepping all devices to be placed on a network for shows, sale of merchandise, etc
Implemented Monitored and Maintained Symantec Antivirus throughout the company then implemented ESET antivirus to replace Symantec
Tundra Technical Recruiting August 10 2015 – October 15 2015
DesktopSupport Admin
Handled all tier1 tier2 and Tier3 calls a day
Building Workstations and Computer Setups
Set up Network for access and use for developers and users placed printers on the domain and granted access to users based on Active Directory Policies.
Organized and consolidated hardware and user data as it related to location and position
Restructured and Organized all work stations to include servers,switches, cat 5,vga cables, desktop, Monitors, laptops and peripheral devices
Created user accounts in active directory and Lync as well as Symantec
Center point Energy June 2014 to August 2014
Desktop support 2, 3
Handled all tier1 tier2 and Tier3 calls, averaging (45) + calls a day and created tickets using I support.
Remote logged into pc to resolve issues and update software
Assisted over 350 users with resetting passwords for win7 logons and Microsoft outlook on desktop, laptops,
Used Mobile Iron to set up outlook on all company and personal android/apple devices.
and android/apple devices.
Created/deactivated Phone accounts for IES employees using Cisco
Worked all requests for support through the BOX average 65tickets a day
Created/Resolved/Routed tickets through Service now ticketing system
Created Spreadsheets for auditing purposes of tickets resolutions
Joined email accounts to mobile devices apple/android/phone/tablet
Restored/Established connections to server and vpn client
Resolved virus and malware issues using Malwarebytes and Combofix
Remote logged into printers to troubleshoot and resolve issues
Set up printers/fax/email from printer
IES Corporation September-2013-March-2014
Service desk Analyst Tier 2/3
•Handled all tier1 tier2 and Tier3 calls, averaging (45) + calls a day and created tickets using I support.
•Assisted over 1500 users with resetting passwords for win7 logons and Microsoft outlook on desktop, laptops, and android/apple devices.
•Developed, designed, and implemented the IES Knowledge Base for the entire IES service desk and IT department.
•Organized and consolidated IES service desk resources and data.
•Joined email accounts to mobile devices apple/android/phone/tablet
•Restored/Established connections to server and vpn client
•Priced and Purchased hardware and software for the IES end users and IES service desk ex: Laptops/desktops, batteries, docking stations, monitors, Adobe, Bluebeam, etc.
•Built and repaired desktops/laptops to include keyboard/ hard drive replacement, memory upgrade
•System Admin Maintained Active Directory
•Created and deactivated accounts
•Monitored Windows Event Log, and the Kaspersky server for anti-virus
•Protected email using Barracuda spam firewall
•Performed routine inventory using LanSweeper of all IES IT Property to include printers, desktop, laptops, tablets, printers,phones6
•Remote logged into pc to resolve issues and update software or hardware
•Created spreadsheets reflecting inventory
•Incorporated corporate / field email accounts to mobile devices/tablets/apple
•Resolved virus and malware issues using the Kaspersky server
•Created/deactivated Phone accounts for IES employees using crexendo
•Monitored/Maintained Cisco switches
•Deactivated/Activate Ports
•Remote logged into printers to troubleshoot and resolve issues
•Set up printers/fax/email from printer
MattressFirm Corporation May 2013- July 2013
IT Help Desk
•Handled all tier1 and some tier2 calls, averaging (45) + calls a day and created tickets using Helpstar routing all calls to appropriate department when needed.
•Assisted all store employees with resetting passwords for AX system and for personal accounts using I manager and as4oo
•Assisted corporate employees with passwords and user names for desktop and laptop computers to include mobile pass token creation using Directory
•Resolved most issues with the stores main computers using MAX and routed to appropriate departments when needed
•Resolved all virus issues, and application issues to include installation and removal on desktop and laptops based on Windows 7 and Macintosh based systems
•Remotely reset routers for internet connectivity as well as fort net access
•Incorporated corporate email accounts to mobile devices
Academy Sports and Outdoors Corporate October 2012- February 2013
IT Analyst Help Desk
•Handled all tier1 and some tier2 calls, averaging (75) + calls a day and created tickets using LANDesk routing all calls to appropriate department when needed.
•Assisted all corporate and store employees with resetting passwords for adp pay accounts and for personal accounts using I manager and as4oo
•Assisted corporate employees with passwords and user names for desktop and laptop computers to include mobile pass token creation using Directory
•Resolved most issues with the stores main computers IBM cc & dd controllers routed to departments when needed
•Resolved all virus issues, and application issues to include installation and removal on desktop and laptops based on Windows xp and Macintosh based systems
AonHewitt – Contract August 2011-Feburary 2012
Benefit Advisor Lead/ Business data and Research analyst/ Helpdesk Support Lead
•Briefed management of inquiries, reports and presented information on current economic and/or market conditions and trends that could affect business gains or losses
•Co-developed, tested and installed software for entire Aonhewitt Navigator group
•Utilized SDS by remote access to resolve most computer issues, installed and instructed benefit advisors as well as Team Leaders and other Managers how to use quality assurance software such as NICE Quality Management, Windows 7, replaced, repaired computer towers as needed.
•Trained (300+) employees on necessary software in varies applications programs, the use of the website to include (FAQ’s) to include use of website
•Configured, installed, and performed troubleshooting techniques hardware and software, peripherals, network access, client software. Installing, and maintaining of network-related hardware, software, and services such as Novell and Linux.
RFL: Position Eliminated
Education/Military Experience
Vatterot College December 1999- September 2001
Omaha, Nebraska
Associate Degree: Computer Science
United States Army
Infantry/Medic September 2000-April 2010
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