Customer Service Information Technology

James Rowland III *** South St.

Springfield VT **156

802-***-**** *********@*****.***

Enthusiastic and dedicated Level II Support Technician with over 10 years of experience assisting system users via the IT service desk, telephone and remote support software tools. SUMMARY OF QUALIFICATIONS:

Responsible for the implementation of an IT Governance, Risk and Compliance tool; resulting in predictive scanning for the identification of vulnerabilities within government field offices nationwide.

Provide one-on-one end user problem resolution over the phone and with remote access; resolving issues to include troubleshooting hardware and software issues.

Supervised and trained 9 technicians to provide operational support programs and processes, which contributed to securing systems and sensitive information.

Established documentation process to maintain service repair records for service quality control.

Committed to providing superior customer service; resulting in higher customer return. WORK HISTORY

Insured Construction Contractor, Dr. Jays Repairs 2016 – Present Systems Engineer, Jr., Information Sciences Consulting, Inc. 2016 – 2016 Senior Level Support Technician, Lockheed-Martin 2010 – 2015 Support Desk Technician, Bisys Retirement Services 2005 – 2008 Member of Help Desk Team, Zerochaos, Inc 2005 – 2005 EDUCATION

Computer Learning Center, Philadelphia, Pennsylvania Implementing and Administering Windows 2000 Directory Services, Introduction to information Technology, Technical Mathematics, Electronics for microcomputers, Micro Applications, Desktop Systems, Microcomputer Hardware and Peripherals I Microcomputer Hardware and Peripherals II, Customer service & support, Data communications LAN Administration I, LAN Administration II, Business Communications CERTIFICATION

CompTIA A+ CERTIFICATION

September 2010

Secret (SSBI) Security Clearance

MILITARY SERVICE

U.S. Navy, Aviation Machinist Mate & Operations Specialist

Contact this candidate