JAMES SOMERVILLE

Washington, DC 202-***-**** ad05hz@r.postjobfree.com

INFORMATION TECHNOLOGY SYSTEM ADMINISTRATOR DESKTOP ENGINEER Information Technology professional with experience in Desktop Engineering, System Administration, and Asset Management. Expert at IT concepts, principles, methods, and practices to plan and carry out complex assignments involving the application of information technology to improve agency programs and operations. Expert-level knowledge resolving customer related software and hardware problems in accordance with established policies and procedures, overseeing Help Desk activities; and configuring devices and software applications following established procedures. Strong ability to multi-task and work in high-volume, demanding environments, and experience working in metric-driven environments.

• Provide solutions to complex problems that require the regular use of expertise and creativity. Problems are broadly defined and solutions require the continuation of specialized theories and knowledge.

• Demonstrate meticulous attention to detail, strong organizational skills, with the ability to multitask and meet the challenges of a fast-paced, changing environment, capacity to work collaboratively in a multi-team environment.

• Strong written and verbal communication skills, strong problem solving, and analytical skills

• Strong business acumen complemented by expertise in driving initiatives, strategic planning, team building, and management.

• Effective leader and communicator with demonstrated consultation, critical thinking, problem-solving, and conflict management skills.

• Strong proficiency in financial and project management systems and procedures, ability to develop budgets, and identify cost-efficiencies.

SUMMARY OF QUALIFICATIONS

Providing technical advice and assistance to customers and troubleshooting computer problems in manner that minimizes interruptions

Improves operations by conducting systems analysis; recommending changes in policies and procedures Demonstrated by assisting, troubleshooting, documenting and updating tickets, and providing assistance to customers Technical expert responsible for handling the most difficult assignments, the most complex installations or configurations, and those problems that are beyond the capability of the team members to resolve without senior technical assistance Monitor operating system applications including hardware and software end-user support PROFESSIONAL EXPERIENCE

TECHNICAL SUPPORT SPECIALIST 12/2022-7/2023

AMETEK

Provided first-level technical support for troubleshooting, configuration, installs and services computers, servers, networked workstations, and related equipment and software used throughout the company.

• Provide technical support and troubleshoot.

• Manage the Hardware RMA process for all customers

• Collaborate extensively with peers, members of the Customer Experience team and Engineering team

• Manage queue daily by prioritizing tickets, updating status, and documenting all action taken

• Perform special projects and other duties as assigned

• Analyze LAN utilization statistics, performance measures, and system profiles to ensure network robustness. IT SPECIALIST 11/2020-11/2022

U-HAUL

Implementing and maintaining network and systems services; monitoring network and systems performance and troubleshooting problems; documenting and initiating response to security problems; or providing guidance and training to customers in accessing network and systems services.

• Installs and configures workstation or network operating systems, and applications software on a wide range of configurable information systems devices

• Serves as a tier one technician for service desk operations including answering phone calls, servicing electronic requests, maintaining clear and consistent communications, and developing documentation of events and related actions

• Support systems involving a wide variety of different platforms, operating systems, applications, and desktop configurations and identify and break down problems using structured problem resolution approaches

• Resolve difficult customer support requests involving integration or configuration related issues

• Provides technical support for administrative and operations specific national applications. Maintains version applicability and local functionality of user applications, such as: MS Windows, MS Office, SharePoint, Adobe, and Microsoft Exchange.

• Serves as a tier two technician for service desk operations including assessment of complex problems, researching solutions, supporting network/database/systems administrators, and managing new initiatives

• Execute procedures for backing up operating systems, applications, and data on the network

• Manages department inventory of hardware and software and ensures only licensed copies of software are in use

• Coordinates video and teleconferences, scheduling, basic troubleshooting, setting up equipment, initiating calls, and monitoring equipment during conferences

• Maintain diagrams with the layout and location of all equipment; and assisting in backing up operating systems, applications, and data on the network

IT DESKTOP ENGINEER 01/2016-10/2020

SUSTAINABLE FACILITIES MANAGEMENT

Advised management officials of costs, capabilities, and work impacts of new programs and equipment. Installed, tested, and directed the operation and installation of software and computer hardware which includes servers, personal computers, printers, servers, and other peripheral equipment.

• Provided expertise in system administration to plan and coordinate the installation, configuration, maintenance, and upgrade of enterprise management software and related enterprise-level changes to the system infrastructure

• Served as a technical analyst and primary customer liaison with responsibility for resolving difficult customer problems involving integration or configuration issues of a wide variety of applications, and desktop configurations

• Provided technical advice and assistance to include troubleshooting, diagnosing and resolving customer application problems in response to reported or observed incidents and ensures critical business activities are carried out

• Scheduled and coordinated the acquisition, upgrade, and maintenance of customer workstations

• Diagnosed and/or resolved problems in response to customer reported incidents via trouble tickets: escalating problems to the Supervisory IT Specialist as appropriate

• Troubleshoot and maintained the stability of communications lines and equipment; installed, configured, and troubleshoot LAN components such as routers, hubs, switches, and servers

• Installed, tested, and configured network workstations and peripherals, assisted customers in navigating and accessing databases using various interface methods; supported the credentialing system with IT updates

• Analyzed customer problems and researched database for possible solutions or tasks the appropriate subject matter expert or section capable of resolving the problem

CompTIA A+

CompTIA Security+

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