Summary of Professional Experience

Freelance Desktop Engineer

03.28.2021 – Present

I took some time out to spend with my mom. Helping my daughter care for her during her battle with dementia, her struggle ended on 09.23.2021. During this time I helped people in need with their I.T. requirements mostly minor work such as reimaging after catastrophic failure of hardware or virus from infected media being introduced on the home network.

Epic Project Rollout Desktop Support/ Windows Systems Analyst

PACE Systems USA, Schaumburg, IL • 12/29/2019 – 03/05/2021

University of Illinois Hospitals, Chicago, IL

•Provide level II Desktop Support services for issues escalated from the IT Helpdesk for Thin clients, Desktop and Laptop computers and peripherals

•Migrated file servers to redundant Windows DFS servers.

•Provide evening computer rollout services for the EPIC computing environment.

•Maintain a distribution pool of loaner laptops and other equipment.

•Refresh computers from Windows 7 to Windows 10.

•Remotely connect to computers using SCCM viewer and other remote environments.

•Responsible for Windows Servers and the Active Directory domains, including the associated accounts and permissions.

•Monitor computers using Citrix Director.

•Monitoring and performance tuning for both AD and Windows operating systems.

•Assist users with VMWare, Xen desktop, Citrix and Cerner application issues.

•Assist users with SSO login and Bitlocker lockout issues.

•Image new computers with exact location specs for deployment.

•Provide Level 2 technical assistance, including problem replication, triage, and resolution of issues, the majority of which are associated with Standard Operating Procedures (SOPs)

•Provide support for hourly, salaried and VIP clients.

•Escalation of issues to the correct network, server, phone systems teams when necessary.

•Documentation of procedures used to resolve issues.

•Communication to leadership as needed.

•Collaborate with internal stakeholders, including team members from Production, Engineering, and other Business stakeholders where necessary the steps used to resolve issues.

•Provide remote support for windows and mac computers.

•Add clients and hosts to available and reserved IP addresses using Infoblox.

•Find and manipulate thin clients using Lansweeper.

•Assist users in the purchase of software and productivity tools.

•Open, Respond, Escalate, Monitor, Query and Close tickets in SNow.

•Manage users and resources in Active Directory.

•Take ownership of special projects as needed to maintain timely completion.

•Use of skype to talk with users and view issues in real-time.

•Installation of Cisco phones and verifying they are operational on a connected network port.

•Assist users with OWA, O365, Proprietary and other software issues including BYOD.

•Use Windows 10 embedded tools to fix hardware related issues.

•Locate, download and install OEM drivers to resolve windows hardware issues.

•Facilitate warranty claims and exchanges.

•Assist managers with new user onboarding

and offboarding account creation/deletion requests.

•Assist VIP users with Network connectivity, VPN and software issues.

MachineShop Technician

CFA Staffing Lafayette, In 03/2017 – 07/08/2018

Caterpillar Large Engine Facility Lafayette, In - 3500 Headline

Using various precision Machines, overhead hoists and hand tools to assemble engine parts used in the construction of the Cat 3500 diesel engine which is used by companies and corporations around the world.

Haul engine parts, supplies, products and equipment using forklifts both sitting and standing and hand trucks.

Systems Analyst – CompuCom USA, Fort Mill, SC• 06/19.2019 – 12/27/2019

GE Aviation Lafayette, IN

•Provide level II Desktop Support services for issues escalated from the IT Service Desk.

•Provide support for hourly, salaried and VIP clients.

•Image Intel Compute Sticks for deployment based on user, dept and function.

•Planning, designing, developing, documenting and recommending enhancements and modifications to existing system.

•Maintain a distribution pool of loaner laptops and other equipment.

•Refresh computers from Windows 7 to Windows 10.

•Perform new system imaging, set up, configuration and deployment.

•Open, Respond, Escalate, Monitor, Query and Close tickets in ServiceNow.

•Document and maintain IT Operations manual, which adheres to ISO policies.

•Manage user accounts in Active Directory.

•Assist users with MDM access.

•Take ownership of special projects and complete tasks before the scheduled deadline.

•Keep users, teammates and other stakeholders aware of each step of the process.

•Use of skype to talk with users and view issues in real-time.

•Check users for Legal holds before decommissioning computers.

•Assist users with OWA, O365, Proprietary and other software issues including BYOD.

•Use Windows 10 embedded tools to fix hardware related issues.

•Locate, download and install OEM drivers to resolve windows hardware issues.

•Facilitate warranty claims and exchanges.

•Assist VIP users with Network connectivity, VPN and software issues.

•Assist users with Cerner issues.

•Assist users with SSO login and Bitlocker issues.

•Demonstrated leadership skills in overseeing all facets of IT design and delivery of hardware and software support and service for the company.

•Use slack to exchange issue resolutions and other information with team members.

Windows System Analyst – Randstad Technologies USA, Lafayette, IN • 07/10/2018 – 05/10/2019 Landis & Gyr Lafayette, IN

•Triage issues and escalate tickets to the necessary location-based team(s).

•Maintain a distribution pool of loaner laptops and other equipment.

•Provide tier 2 support for local user issues.

•Provide support for hourly, salaried and VIP clients.

•Assist users with SSO login and Bitlocker issues.

•Utilize rdp and webex access to user desktop, files and applications via company and personal devices.

•Use of skype to talk with users and view issues in real-time.

•Assist users with OWA, O365, Proprietary and other software issues.

•Assist users in mobile device purchases and network access via MDM.

•Open, close, update, note, respond to users and other team members using SNow system.

•Keep users, teammates and other stockholders in the loop in each step of the process.

•Create Virtual appliances using VMware Workstation.

•Special projects as requested by the Manager.

•Communicate with and assist other team members via MS Teams and Google hangouts.

•Document and maintain IT Operations manual, which adheres to ISO policies.

•Assist with the maintenance of server-based applications and services.

•Assist in Anti-virus scans and provide results to SCCM admins on image reliability.

•Windows and Software patch application.

•Assist with customer, business and infrastructure required applications.

•Perform system imaging, deployment, patching, virus scanning and other services as needed.

•Perform Active Directory user, group and resource administrative functions.

•Provide remote and on-site technical support.

•Provide assistance with local and remote LAN/WAN/VPN connectivity issues.

•Provide user need assessments, research and recommendation services.

Client Support Specialist –Walkers Tekser IT Services, Chicago, IL 01/2000 – Present

•Provide Software, Hardware and Network support services via remote, phone and location.

•Prepare new boxes for current business needs.

•Create and deploy virtual appliances.

•Provide MS Windows Server Admin services and Workstation support.

Network Support Analyst–Technology plus, Chicago, IL 03/1998– 12/1999

Office of The Special Deputy

•Admin and desktop support for 1000 local/remote users.

•Provide support for hourly, salaried and VIP clients.

•Support a mixed platform environment of 3.x – Win98SE.

•Network user, resource and file access control.

•Network security and remote/internet/vpn access control.

•Create network resource and server room diagrams.

Tech Support Analyst–Tech Temps Oakbrook, IL 02/1997– 03/1998

Rand McNally Evanston, IL

•Windows/Novell Network login, protocol and access permission issue resolution.

•Hardware/software installation and support services.

•Assist other tech support team members to complete our assigned tasks.

•Assist with special projects.

•Provide support for hourly, salaried and VIP clients.

Tech Support Analyst–Thomas Gont Enterprises, Hillside, IL 11/1995 – 01/1997

AMOCO HQ Chicago, IL

•Provide HR dept. and Exec. offices desktop and network support.

•Provide network support for 3000 remote/on-site users in a Novell/Windows mixed client environment.

•Provide support for hourly, salaried and VIP clients.

•Research and resolution on varying computer systems and operating systems.

Protocols

•TCP, IPv4, DHCP, PPTP, SMTP, POP3, PPP, PPTP, RDP, UDP, SMB, CIFS, NFS

Services

•VPN, DNS, WINS,

Certifications and Certificates

•CIW Web Foundations Associate (2013), CIW Web Design Specialist (2014)

•Microsoft Certified Systems Administrator (2008), Microsoft Certified Professional (2009)

•CompTIA A+ Certified Professional IT Technician (2008) (2016)

•CompTIA Network+ Certified Professional (2009)

•Certified NOVELL Administrator (1995)

•ACT National Career Readiness Certificate (2017)

•Advanced Manufacturing Certificate from Purdue Polytechnic Training Center (2017)

•Certificate in Supervision and Teams-at-Work from IVY Tech Corporate College (2017)

Education

•Re-enrolling to work on my Associates and to earn my BA and then my Master’s Degree in Information Technology - WGU, Salt Lake City, UT.

•Networking Career Program – Computer Systems Institute, Skokie, IL.

•Cisco/A+ Program – Computer Systems Institute, Chicago, IL.

•NOVELL Certified Administrator Program – Computer Learning Center, Chicago, IL.

Reference:

Date: 05/11/2020

Subject: Professional Reference for James O. Walker Jr.

From: Daniel Mayer

Sr. Network Systems Administrator at LandisGyr

2800 Duncan Rd

Lafayette, IN 47904

1-765-***-****

To whom it may concern,

James came to our company in August of 2018 as an IT contractor to fill a Tier I lower level help desk position. As an unofficial on-site supervisor, I worked alongside him during his time here on a daily basis. His main duties were help-desk ticket and call routing for all sites within the company, domestic and global, but he also greatly assisted with local user software and hardware issues via walk-ins or from instructions by myself or by my co-worker. In addition, he always completed the higher-level tasks I was able to assign to him on occasion while at same time assisting with basic Tier I daily duties. While James was with us, he was very helpful with offering suggestions of how to resolve issues that were often well above his scope of responsibilities.

James is highly capable, professional in his manner with internal and external customers, eager to help, and has IT knowledge and experience well above the position he was in while employed here. My personal belief is that he should be considered for higher level positions as he has the experience, knowledge, and attitude necessary for the advanced positions that come available.

Although James was an hourly worker with not much opportunity for overtime, he would often research, test, and on occasion even implement potential solutions to daily problems after hours on his own time.

He is a hard worker with a strong technical background and has a "can-do" attitude, which in my opinion was somewhat hampered by the constraints of the contracted company he worked for, and was not given the opportunity to explore his full potential, which in my opinion would have been an ongoing asset to both the contractor firm he worked for and to our company as well.

Professional Summary SCCM:

I have been using the SCCM in accordance with the corporate rules in the places I’ve worked it has not been in a server room capacity but as a remote desktop support tool for imaging, patching, monitoring, remote viewing, configuration and diagnostics. It’s a wonderful tool but many places are switching over to Baumgartner for remote work.

Regards,

James Walker

Length of Professional Experience

Twenty-Nine years’ experience providing IT Infrastructure field support which includes troubleshooting hardware, software, operating system issues and problems and fixing the issues without impacting / violating the hardware warranty or customer security compliance requirements.

Hands on experience in installing, troubleshooting and fixing desktops, printers, laptop and other computer peripherals hardware problems as well as desktop applications.

NBasic knowledge of enterprise LAN and WAN setups and concepts.

Ability to lift / move computer equipment weighing up to 50Lbs.

Skilled in desk side support and PC break/fix including basic administration of Windows O/S.

Experience with Anti-spyware and Anti-virus software.

Knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP.

Smart hand support for peripheral and networking hardware, including, but not limited to monitors, keyboards, mice, printers, fax machines, scanners, wireless-appliances.

Ability to troubleshoot issues with systems and networks using good deductive reasoning skills.

Good written and oral communications skills with clients and management as well as people skills.

Ability to work with deadlines and complete tasks on-time.

Do you have experience with VIP level support/Executive and if so, how many years' experience? 29

Have you ever worked for Unisys as a contractor or FTE? No

How many years’ experience do you have with installing?

Desktops: 29

Laptops: 29

Printers:29

Software:29

How many years’ experience do you have with Desk Side Support? 29

How many years’ experience do you have with Troubleshooting? 29

Repairs of Desktops:29

Repairs of Laptops:29

How many years’ experience do you have with Software?29

How many years’ experience do you have with Hardware?29

How many years’ experience do you have with ticketing systems?

29

How many years’ experience do you have with IMAC? 29

What certifications do you have (if any)? See resume

Being fully vaccinated is required for this position. Will your candidate meet these qualifications by the start date?

I am fully vaccinated

Contact this candidate