JAMES FUDGE

Cell: 760-***-**** Email: ad1mjd@r.postjobfree.com

SUMMARY

Insightful, efficient, results-driven IT professional with 23+ years of experience in Technical Support roles and 12+ years of experience in Remote Support roles.

EXPERIENCE SYNOPSIS

Broad technical knowledge combined with outstanding leadership abilities and creative problem-solving skills in both strategic and tactical areas. Most current experience with OS Windows 7, 8, Windows 10 – Office 365/ 2016. Experienced with Active Directory and Exchange Administration. Combined experience with Desktop Support, Helpdesk, and Administration. I have used many Helpdesk Software programs – Remedy, Magic, Service Now, etc. SCCM, Ghost, Pixie, VPN.

PROFESSIONAL EXPERIENCE

Carrera Contractors – Primary Employer May 2019 – Present

(Below are short term assignments from Carrera)

IDEMIA – Minneapolis, MN for duration of 6 months

Xpanxion – Minneapolis, MN for duration of 4 months

SHR – Bloomington, MN for duration of 4 months

Sun Country Airlines – Richfield, MN for duration of 3 months

Desktop/ Helpdesk Support – Imaging Tech/ Agency CW/ Manufacturing/ Identity & Security NA

Active Directory Administration – Basic Support, ie., Password reset, security group, group creation administration, etc.

Remote Support – PC’s/ laptops using SCCM and Ghost. Windows 7, 10.

Troubleshoot any issues during and after testing of images that are installed.

Received incoming tickets for all break fix issues – service center requests created Service Now incidents and tasks.

Responsible for technical, maintenance, and operational phone – remote support via PC Anywhere, Go To Assist, VNC, Skype Business of personal computer and LAN/ WAN hardware and software.

Responsible for all asset management, new computer deployments, all OS updates: Windows 10, Office365, Pxe Imaging, configuring and roll outs.

Telephone System Local Administrator, VOIP, “Intertel” Software – Remote Admin.

Associated duties include the troubleshooting of software and hardware problems, educating, and assisting end-users.

Carrera – CCARS, San Diego, CA / Minneapolis, MN November 2019 – May 2019

Desktop Support – On-site and Remote

Received incoming tickets for all break fix issues – service center requests created Service Now incidents and tasks.

Responsible for technical, maintenance, and operational phone – remote support via PC Anywhere, Go To Assist, VNC, Skype Business of personal computer and LAN/ WAN hardware and software.

Responsible for all asset management, new computer deployments, all OS updates: Windows 10, Office365, Pxe Imaging, configuring and roll outs.

Telephone System Local Administrator, VOIP, “Intertel” Software – Remote Admin.

Associated duties include the troubleshooting of software and hardware problems, educating, and assisting end-users including installing workstations on Point of Sale POS, Active Directory networks, corporate E-Mail, Lotus Notes, and remote host printing.

Database Administrator, Exchange Administrator, Remote Support via PC Anywhere, Go To Assist. Daily responsibilities included: supporting end users, troubleshooting software and hardware problems, training end users in the PC/ LAN environment, and performing basic network administration, desktop administration on all MS Apps. Operating Systems: Windows 3.11 to Windows 8/ 10, all office products up to Office365/ 2016, SCCM, Disk Encryption, and Active Directory.

Unix – Linux password admin force logs off, etc. and Unix/ Linux 1st Level Support. Administration Exchange, and Security Server, TS Server, and several Application Servers.

MAC – MSP Airport, Minneapolis, MN February 2016 – November 2016

Sr. Desktop Support Specialist

Contracted position pre-Win 7 upgrade project. Prepared via remote access laptops for XP to Win7 upgrade for all laptop end users.

Break fix support all end users issues. Peripherals, hardware, and software.

Remote Support via PC Anywhere, Go To Assist.

Supported end users, troubleshooted software and hardware problems, trained end users in the PC/ LAN environment, and performed basic network administration, desktop administration of all MS Apps. Operating Systems: Windows 3.11 to Windows 8/ 10, all office products up to Office365/ 2016 and Active Directory.

Unix – Linux password admin force logs off, etc., and Unix/ Linux 1st Level Support.

Administration Exchange, and Security Server, TS Server, and several Application Servers. Desktop Services Tech/ Helpdesk. Various other IT assignments. Fully SIDA badged.

ECMC, Oakdale, MN April 2014 – January 2016

Desktop Service – NOC

Associated duties include the troubleshooting of software, and hardware problems. OS primarily: Windows 7, some XP/ Mac.

Additional duties included OS refresh XP to Win 7, special projects: configuring and distributing all new laptops/ desktops throughout the company with 200+ end users. Also, included educating, and assisting all end users on a personal level including installing workstations on Active Directory networks, corporate E-Mail, Office Pro 2007 – 2010, and remote host printing.

Database Administrator, Exchange Administrator, Remote Support via PC Anywhere, Citrix Shadowing, VNC, and Cherwell Desktop Support, as well as some additional admin responsibilities.

Phone support of Intertel Phone system, Cisco VOIP system. Daily responsibilities included: supporting end users, troubleshooting software, and hardware problems, training end users in the PC/ LAN environment, and performing basic network administration, desktop administration of all MS Apps.

Operating Systems: Windows 7, XP and Active Directory. 1st Level Support of Administrator Exchange, and Security Server, TS Server, and several Application Servers. Developing and maintaining technical expertise in the maintenance and Citrix (with WYSE/ HP Terminals) Thin Client and some Cisco products as well as technical support of end users attached to Citrix ensuring security and disaster recovery. IP over Voice Admin, Voice Exchange, E-Mail Administrator.

Dell, Eden Prairie, MN February 2014 – March 2014

Desktop Support

Windows 7 and Office 2010, Outlook, Mobile-handheld Devices: iPhone, BlackBerry, Android Contracts.

Desktop Support on-site. Supported Internal Incoming Call Center.

Desktop, Laptop, some Server Room Support. Responsible for technical break fix, maintenance, deployment and operational support of personal computer and LAN/ WAN hardware and software, BlackBerry, iPhone, and iPad for all Corporate Offices and all off-site locations. Supported, configured, prepared all new computers, laptops, desktops for end user deployments.

Unpacked, configured, added each unit to assets tag management systems. Rolled out each new computer to end users. After deployment returned all end of use lease equipment to leasing company.

Responsibility included upgrades from XP operating system to Windows 7. Primary OS: XP/ Windows 7 & 8. Office and all MS Products. Lead role in companywide “new laptop deployment to 200 end users”. Software used for deployment “Ghost Imaging software”. BlackBerry device software configuration, BES Server Administrator. BlackBerry Desktop Manager, installations, break fix sync issues.

Telephone System Local Administrator for both “Nortel” and “Cisco VOIP” Voice over Internet. Associated duties included the troubleshooting of software, and hardware problems. Additional duties included educating and assisting end users on a personal level including installing workstations on Active Directory networks, corporate E-Mail, Office Pro 2007, and remote host printing.

Database Administrator, Exchange Administrator, Remote Support via PC Anywhere, Citrix Shadowing, VNC, and Magic Helpdesk Administrator, as well as some additional admin responsibilities.

Supported end users, troubleshooted software and hardware problems, trained end users in the PC/ LAN environment, and performed basic network administration, desktop administration of all MS Apps, Operating Systems for both 2000 and XP and Active Directory.

Administrator Exchange, and Security Server, TS Server and several Application Servers.

Developed and maintained technical expertise in the maintenance and support of various NT, 2000, and XP, MS Office Products. Software used for deployment “Ghost Imaging software”. Citrix (with WYSE/ HP Terminals) Thin Client and some Cisco products as well as technical support of end users attached to Citrix ensuring security and disaster recovery. IP over Voice Admin, Voice Exchange, E-Mail Administrator.

Xcel Energy, Minneapolis, MN February 2014 – February 2014

Desktop Support

Contract position pre-Win 7 upgrade project.

Prepared via remote access laptops for XP to Win 7 upgrade for all laptop end users.

Break fix support.

Dell, Minneapolis, MN October 2013 – January 2014

Remote Supervisor/ Internal Project Manager – Sr. Project Co-Ordinator

Oversaw project either from Vendor Lead or Internal Lead projects.

Coordinated billing, assigning of on-site techs.

Controlled and entered all data for the projects.

Monitored budgets, hours for projects, asset shipping, closed out and did all final billing and customer surveys to finalize project completion.

Carrera Concierge & Res. Svs., San Diego, CA October 2013 – November 2013

Desktop Support – Short-term assignment for XP to Win 7 Upgrade

Five-day temporary assignment only to update refresh from XP to Win 7 for 97 Desktop/ Laptops.

All updates were finished within allotted timeline.

Park Computer, Newhall, CA March 2013 – August 2013

Sr. Lead/ Desktop Support – Phone Support

60-day temp only to assist in roll out of new trial pilot program.

This program is to be specifically part of the new customer support group specific to solving issues between very High-Tech support groups and Administrators at their largest Corporate Customers.

Primary contact person between the large Corporate Clients and High-Level Support Techs, analyzed each issue, escalated, and resolved each issue from start to finish, and continued ongoing follow-up.

Analyzed, researched ongoing issues throughout all software/ hardware used within the group. Proactively searching for current and potential issues.

Tracked all updated issues in detail using Excel progress to resolve issues.

Reported, recommended, fixes to and all found issues to upper Management via PowerPoint detailing daily, weekly, and monthly progress.

Contract ended. Symantec decided to move location of project to Oregon location, and I was unable to relocate.

3M Corporation, Edina, MN September 2012 – February 2013

IT Analyst III

Answered incoming break fix software/ network calls. Average of 70 calls per day.

Created and established Knowledgebase for support of 3M International ordering system. Search Engine used Maven.

Created policies and procedures to use the new knowledgebase.

Analyzed, researched ongoing issues throughout all software/ hardware used within group and tracked. Updated all issues in detail using Excel progress to resolve issues.

Reported, recommended fixes to and all found issues to upper management via PowerPoint with daily, weekly, and monthly detailed progress.

Temporary contract position supporting and analyzing current server hardware/ software, company applications, Lotus Notes, MS Office Products, this was a temporary position.

ECMC, Oakdale, MN April 2011 – June 2012

Desktop Service – NOC

Associated duties included the troubleshooting of software/ hardware problems. OS primarily: Windows 7. Some XP/ Mac.

OS refresh XP to Win 7, special projects: configuring and distributing all new laptops/ desktops throughout the company with 200+ end users.

Educated and assisted end users on a personal level including installing workstations on Active Directory networks, corporate E-Mail, Office Pro 2007 – 2010, and remote host printing.

Database Administrator, Exchange Administrator, Remote Support via PC Anywhere, Citrix Shadowing, VNC, and Cherwell Desktop Support, as well as some additional admin responsibilities.

Phone support of Intertel Phone system, Cisco VOIP system.

Supported end users, troubleshooted software/ hardware problems, trained end users in the PC/ LAN environment, and performed basic network administration, desktop administration of all MS Apps, Operating Systems for both Windows 7, XP, and Active Directory. 1st Level Support of Administrator Exchange, and Security Server, TS Server, and several Application Servers.Developing and maintaining technical expertise in the maintenance and Citrix (with WYSE/ HP Terminals) Thin Client and some Cisco products as well as technical support of end users attached to Citrix ensuring security and disaster recovery. IP over Voice Admin, Voice Exchange, E-Mail Administrator.

Toyota/ Lexus Carlsbad, Carlsbad, CA October 2010 – January 2011

IS Tech Support – Desktop Support

Responsible for technical, maintenance, deployment, and operational support of personal computer and LAN/ WAN hardware/ software, Point of Sale POS, BlackBerry, iPhone, and iPad for Corporate Offices and off-site locations.

Supported, configured, prepared all new computers/ laptops/ desktops for end user deployments. Unpacked, configured, and added each unit to assets tag management systems. Rolled out each new computer to end user. After deployment returned all end of use lease equipment to leasing company.

Responsibility included upgrades from XP operating system to Windows 7. Primary OS: XP/ Windows 7. Lead role in companywide “new laptop deployment to 200 end users”. Software used for deployment “Ghost Imaging software”. BlackBerry device software configuration, BES Server Administrator. BlackBerry Desktop Manager, installations, break fix sync issues.

Telephone System Local Administrator for both “Nortel” and “Cisco VOIP” Voice over Internet. Associated duties included the troubleshooting of software, and hardware problems.

Database Administrator, Exchange Administrator, Remote Support via PC Anywhere, Citrix Shadowing, VNC, and Magic Helpdesk Administrator, as well as some additional admin responsibilities.

Supported end users, troubleshooted software and hardware problems, trained end users in the PC/ LAN environment, and performed basic network administration, desktop administration of all MS Apps, Operating Systems for both 2000 and XP and Active Directory.

Administrator Exchange, and Security Server, TS Server and several Application Servers.

Developed and maintained technical expertise in the maintenance and support of various NT, 2000, and XP, MS Office Products. Software used for deployment “Ghost Imaging software”. Citrix (with WYSE/ HP Terminals) Thin Client and some Cisco products as well as technical support of end users attached to Citrix ensuring security and disaster recovery. IP over Voice Admin, Voice Exchange, E-Mail Administrator.

EDUCATION

Completed MCSE core and elective classes for MCSE Certification.

(New Horizons Comp. Learning Center).

Application Classes on various proprietary software.

PROFESSIONAL DEVELOPMENT

Dell Certified Hardware Tech

ITIL V3 Certification

Completing MCSE Certificates

HDI – SCM Cert (HDI Support Center Manager)

TECHNICAL SKILLS

OS/ Environments: A.D., Citrix, DOS, MS Windows NT 3.51/ 4.0, Oracle, Windows 2000 with Active Directory, W2K and XP, Win 7, Win 10. All MS Office Products up to and including Office365.

Networking: LAN, (some Cisco) Packeteers, Packet Switching, T-1 Connections, VPN, and WAN.

Hardware: Compaq, Dell, Gateway, IBM, Clone PC’s, WYSE (Citrix). Knowledgeable of all hardware that is necessary to build, service, maintain, and operate these machines. Knowledgeable of Computer Peripherals such as fax/ modems, scanners, tape backups, printers, network cards, SCSI devices, tape libraries, and servers, SAN Storage.

Software: Active Directory, Back Office Suite, CICS, Citrix, Courion, ERP, EHR, EMR, Exchange, Goldmine, Group Wise, Guardian Software, Lotus Notes, MacAfee, Magic Help Desk, MS Office (Pro), MS RAS, MS Windows, MS Windows for Workgroups, MS Windows Ver. 3.x, MS Works, Norton Utilities, Notes 5.0.5, Novell, Office 2000, Outlook, PC Anywhere, PC Tools, People Soft, ProComm Plus, Raid Installations, Remedy, Right Fax, SAN Installations, Shadowing, SMS, SMS Remote, SQL, Track-It, TSO, Unix Help Desk Support, Vantive, Virtual Private Network – VPN, WinFax.

REFERENCES

Furnished Upon Request.

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