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JAMES C. LEE

PO Box ***, Montrose, CA ***21 • 818-***-**** • E-mail: ad2ak3@r.postjobfree.com

EDUCATION

****-**** ******** ****** **********, PITTSBURGH, PA Awarded Master in Fine Arts degree for Dramatic Writing. 1989-1990 UNIVERSITY OF CALIFORNIA AT SANTA CRUZ

Awarded a Bachelor of Arts in Theatre Arts.

PROFESSIONAL SUMMARY:

Over 20 years of Accumulated IT Experience that includes:

• IT Service Management/Processes including supervising Help Desk Team: Analysis and prioritizing projects and issues, escalating to other IT units as necessary, work scheduling, statistical reporting of team performance, setting and defining SLAs, mentoring, hiring and emphasis on customer service, team building and creating a positive environment where people can excel within a corporate/enterprise environment. Tools used for intake and Ticketing include Avaya Contact Center, Remedy, ZenDesk and ServiceNow both as stand alone and integrated.

• Excellent interfacing with every level of business operations from management to support both local and offsite. Technical and business interpersonal and communication skills.

• Providing technical support (All Levels and Tier Support) and training for personal computers and their respective networks. Strong problem solving and troubleshooting skills

• Continuous hands on and field experience to better understand the service process from all perspectives as both user and support

• Engaging users to determine/assess their potential future business requirements

• White Glove/Executive Desktop Support for all environments. Providing positive customer experience with each customer interaction

• IT Change Management

• Installation and support of both hardware and software components for user groups

• Evaluating system configuration and software to ensure effective use of hardware resources for End User Computing (EUC)

• Advisement on maintenance, testing and repairing of existing equipment

• Advisement on upgrades to hardware and software for Infrastructure adherence

• Liaising between stakeholders/clients/users and other IT groups & External Vendors

• Asset Management of Hardware and Software

• Strong communication, analytic and leadership skills

• Staying current with existing and future technology, systems EXPERIENCE

• Tech Lead/ Sr. Systems Executive (02/2018 – 09/2023) John Deere ISG Torrance

• Precis: This position entailed everything from Executive Desktop Support for Windows and Macs, Network Support, Business Analyst work – Assessment, Analysis, Procurement and Implementation, Technical Liaisons for all IT Divisions, Enforcement of SOX and compliance with Data within the existing Systems at John Deere.

• Duties/Role: Was the sole and only Desktop and Network on-site Support Person at ISG Torrance. Started Position using ITIL and switched to Agile Scrum Public

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Methodology and Work Management Process. Role and title changed to Infrastructure Engineer and as a member of the ‘Edge’ ISG Team for Tier 2 and Tier 3 Desktop and Network Support for Incidents and Tasks where assigned to the respective groups were addressed through Service Now Ticketing. All other duties were considered ‘Projects’ and were created, updated and completed using Jira and Agile Edge/Scrum process. Troubleshot and resolved technical issues directly, including network troubleshooting. Instituted procedures to save time, reduce costs, eliminate redundancies. Assisted with budget and necessary resources for teams. Supervised daily activities and schedule of support personnel. Responsible for Assignment of incident tickets based on severity and urgency, verified issue resolution. Resolved all customer service issues involving team and business client. Provided training/education and mentoring for John Deere ISG US Team. Assisted with performance evaluation of team(s). Ticketing and Intake Systems used at John Deere was ServiceNow with iPaaS Platform BPA Platform integration with ZenDesk. Performed intake of all Service Desk Issues for all US Regions of John Deere - which is to Answer through Physical Call Center, Intranet Chat, to Document, remedy, escalate and assign to IT Team/Group if required. Ensured that all IT changes are managed effectively, minimizing disruption to the business.

• Expertise of both PC and Mac desktop and server hardware and software. Provided all tiers of support that included lots of hands on, person to person, to resolve issues regarding both hardware and software. Provided Office 365, Internet Browser, remote (VPN), LAN and WAN support. Highly flexible and creative problem resolution abilities for ad hoc issues.

• Performed necessary hardware system upgrades, updated software as part of standard business builds used by John Deere through SCCM (MECM) platform/ tool.

• Executed successfully all standard and non-standard capital replacement project(s) of existing or projected need(s) computers, their related peripherals, including printers (personal and network) and wireless devices. Delivered, asset tagged, imaging and personal configuration of desktop hardware, software and peripherals for stakeholders and users.

• Windows Active Directory administrator experience including account creations, permissions/rights/access, enforcement of policy.

• Oversaw and managed Project(s) that included evaluation of new hardware and compatibility to existing environment(s), budgeting, fulfillment, Service License Agreements, physical disposal for all old items no longer needed.

• Trained business users as necessary for existing and new hardware and software applications for PC and Macintosh.

• Created & Maintained Dedicated Internal Sharepoint Web Portal with Technical Resources (information papers, tips, tricks and “how-to” documents”, Policies & Procedures – See next)

• Wrote computer equipment and software Policy and Procedures for departments I supported and enforced as necessary. Policies including information security, user responsibility and general computer operations usage. Contributed to existing Knowledge Base.

• Maintained SOX and HIPAA compliance, updated and upgraded necessary security patches/fixes accordingly to existing threats.

• Projects would include ‘Smart Hands’ Network work that would include replacement of any or all Network components, eg Core Switches, WiFi Access Points, Managed Switches, Servers (VM) and other Hardware Peripherals.

• AV and Meeting Support for Microsoft Teams, Cisco Video Conferencing Systems, and any Ad Hoc setup and execution of AV equipment or peripherals needed for Meetings and Events.

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• John Deere was primarily and mostly a Windows OS environment but also did Mac OS support for the respective hardware for those systems.

• HP and Dell Certified to repair as needed Hardware and Apple Hardware was sent locally to Certified Repair locations or replaced.

• Ad Hoc Manager of the Scrum/Edge Team I was assigned/satellite (John Deere ISG) and provided Remote Support for multiple John Deere Physical Sites/Teams as well as all of Deere in North America and wherever else English was used.

• Ariba HelpDesk Specialist Consult (10/2017 – 12/2017) Pacific Gas and Electric

• Application Support for Ariba Procurement where I was part of a HelpDesk set up to help PG&E users transition from the SRM system to Ariba. Duties included assistance with Requisition entry and submission, reconciliation of receipts, all general issues with Ariba by way of phone or remoting in via WebEx.

• Branding Consultant & Business Analyst (02/2017 – 06/2017) Singh Center for Nanotechnology, Philadelphia PA

• Worked with Marketing team to develop Branding tools that include Logo and respective Style Guide, development and creation of marketing materials: Annual Report, Brochures, Online media, Internal and External Websites

• Developed Web solution(s) by formulating objectives; planned project life-cycle deliverables and resource availability and application; tracked and implemented installation and modified specifications as needed; led the exploration, evaluation, and development of technical solutions, identified and improved work processes with project teams – design and engineering.

• Implemented Web solution by monitoring project progress; tracking action items; conducting design and implementation reviews; examined, researched, and resolved issues; escalated issues to appropriate resources; responded to team members' concerns; coordinated requirements with affected departments. Provided and presented to stakeholders project status reports by collecting, analyzing, and summarizing data and trends. Maintained project and technical documentation throughout.

• Assured quality, usability, flexibility of Web solution/product(s) by developing and completing test plans with Focus Groups/Clients – documented input/ feedback and communication that was reviewed during and at end of project.

• Met cost standards by monitoring expenses; implementing cost-saving actions using internal resources.

• Objectives, process and products reviewed after launch of product(s).

• Business Analyst & Project Management

• (04/2016 – 07/2016) Farrago Beauty, Glendale CA

• Streamline general business operations: Product development, Sourcing, Distribution, Marketing and IT infrastructure for the respective operations Public

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• IT Desktop Support – Direct Client & Remote Desktop for Windows (XP, 7, 10) and Mac OS X (Cheetah – El Capitan)

• (10/2015 – 04/2016) Conroy Enterprises La Crescenta CA, Global Wealth Management, La Canada CA, The MailBox Store La Crescenta, CA

• Maintained all computer and peripheral equipment for both hardware and software. Constant troubleshooting, diagnostics, research, evaluation and documentation of other PC/LAN and data storage solutions and alternatives, e.g. local NAS systems or intra-web based system backup or temporary storage.

• Project Manager: Reliance Technology Solutions, Cypress CA (10/2013 – 09/2015) IT Capital Assets Project

• Process Improvement to ongoing IT Capital Asset Project as defined further down; helped streamline the Asset Refresh project by analyzing process and determining deficiencies, flaws, and then how to improve efficacy of entire process. Was responsible for the daily and long-term strategic management of software and technology-related hardware within the organization and managed a team of 3 for this project.

• Experienced with procurement activities and its accounting functions, asset tagging, asset inventory, adds/moves/changes and asset decommissioning.

• Administered replacement of Ariba module: coordinated across multiple teams and geographies to maintain and update master data, process templates, approval flows, catalogs and other configurations on all Ariba applications and duties including: Group assignments, Remove terminated users from groups, Adding new users to groups, Create custom groups as needed, User Management, Created and managed profiles for User IDs and Organizations, Assigned permissions to each Enterprise User ID added, Added/modified/deactivate users, Re-activate employees when needed, Update Supplier Master Data, Requested updates to regions/departments/ commodity files through Ariba Customer Support, Template Creation and Management, Collaborating with Training Lead to ensure employees are receiving the proper training, Training suppliers on site functionality for purposes of responding to an RFx

• Analyzed financial data, Budgets and prepared Reports, Statements and Projections. Awareness of requirements, Audits, and satisfaction with Vendors

• Refined procedures for tracking company assets to oversee quality control throughout their life-cycles.

• Advised on procurement strategies to optimize technology spend across the organization.

• Managed incoming and outgoing assets by monitoring, and recording software licenses and/or hardware assets to ensure compliance with vendor contracts and maintenance/service agreements (Maximo CMMS/Quest KACE)

• Interviewed clients as part of pre-deployment asset discovery, executing equipment replacement activity and updating asset management system to reflect work performed

• Managed Asset Refresh teams and assisted with:

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• Preparing systems for deployment

• Scanning existing asset for applications, settings, identified special consideration

• Defining storage areas and staging areas for system builds/imaging activity.

• E-mail administration, disk capacity monitoring and network security, preparing assets for disposition, and other administrative duties

• Provided Supplemental and Ad Hoc Desktop Support (All levels of support)

(10/2012 – 08/2013) Help Desk Specialist – IPC HEALTHCARE, CA

• IT Executive desktop support – Direct Client & Remote Desktop within a Windows 7 environment

2011 – 2012 NGO Volunteer Worker – AGAPE MINISTRIES, INTL., CA

• Served as interim IT Manager to assure organization's VPN, IP and internet/intranet access to resources and data for those in the field and state side.

• Oversaw and or created new projects such as acquiring new or improved software and hardware to support internal and external functions.

• Was integral in analyzing need and Cost Benefit analysis on all projects and institutional operations.

• Managed all IT operating costs and budgets and executed on all deliverables. 2006– 2011 IT SeniorTechnical Consultant/Business Analyst – ORGANIZATION & PERFORMANCE, KAISER PERMANENTE, CA

• Maintained, managed and improved groups Help Desk team by better coding/triage, assignment, escalation and other practices leading to greater efficiency and customer service satisfaction. Making sure team had the tools, and resources to do and be better at their jobs by creating wiki resource site, training for both hard and soft skills. Understanding the environment and those tasked with supporting it.

• Served as key liaison to other departments that have specific business functions.

• Collaborated with departments to identify, document and communicate business needs and provide IT solutions.

• Planned, elicited, captured, analyzed and validated business, functional and technical requirements.

• Facilitated requirements elicitation sessions and walkthroughs with business and IT resources.

• Performed current state analysis of existing business systems, applications and functions.

• Produced timely and high quality requirements-related work products, including requirement specifications, process flows, mock-ups and wireframes.

• Answered questions and clarify requirements for projects and enhancements during the estimation process.

• Planned, facilitated and executed system / functional testing and UAT for projects and enhancements.

• Became deeply immersed and knowledgeable about core business functions, processes and workflows associated with assigned business areas and projects.

• Understood the relationships, dependencies and impact of neighboring business functions.

• Understood core systems, applications and technical platforms.

• Documented, analyze and assessed current business processes and underlying systems / applications.

• Evolved into a subject-matter expert who can easily liaise between IT and other departments.

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• Collaborated with other departments and IT to develop business cases associated with new project requests.

• Coordinated tactical-related business requests for IT development enhancements.

• Managed vendor programming and testing of specific business necessary software, along with implementation, integration, and continued support as necessary for Systems development life cycles.

• Full collaboration with other IT projects and their respective groups involved in Systems Development, Infrastructure, and Engineering. Assisted with project work plans to complete within time lines, budgets, and expected standards.

• Technical liaison between the departments I supported and with IT departments

• Advised on future technical needs based on existing or projected needs

• Lead internal development teams to ensure that the administrative systems and business processes can support new products and business strategies specific for the Health Care industry and within Kaiser’s operation standards and paradigms.

• Successfully Partnered with Business Clients to further improve business functions to increase efficiency and effectiveness by using analytics of incidents, response time, remediation time, and better customer service.

• Technical representative/support for existing or new software applications proposed by vendor or hired developers. Applications included at one time, telephony server system that dispensed information on call or by fax, Access and FileMaker Pro databases to track symposia event planning or in house projects, Learning Management Systems for Physicians and Nurses in Anesthesia or Continuing education, National Physician Residency recruitment system, various internal and external websites and portals.

• Participated in customer service related activities including but not limited to participation on set-up teams and negotiations with groups and users to better understand their needs and delivery of service.

• Maintained thorough understanding of Kaiser Permanente’s Membership Accounting business practices, needs and technical developments. Always mindful of the necessity of understanding development and implement effective solutions for current and anticipated future needs as the technology evolved and changed which included incorporation of social media integrated with emerging hardware technology.

2000 – 2006 Senior Systems Analyst/Service Desk Manager – EDUCATION SERVICES, SCPMG, KAISER PERMANENTE, CA

• Service Desk Manager Role & Responsibilities:

• Developed and implemented strategic plans for the IT service desk to improve efficiency and user experience by collaborating with team members to streamline workflows and optimize service delivery processes.

• Adhered to and promote ITIL best practices within the team

• Managed the ticketing system (Remedy), ensuring that all tickets are tracked and resolved effectively. Responsible for Assignment of incident tickets based on severity and urgency, ensuring that all technical issues are resolved in a timely and efficient manner. Verified issue resolution and follow up.

• Provided on-call support advice and technical support to after-hours staff and clients regarding operational/applications issues. Provided service issue escalation and client issue resolution support as needed and required.

• Developed and maintained a comprehensive knowledge base to support the service delivery team. Ensured that knowledge base articles were up-to-date, accurate, and easily accessible.

• Supervised daily activities and schedule of support personnel. Monitor team coverage, oversee personal time off approval, make sure back-ups are in place and Public

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redistribute work to cover when others are out. Reviewed and approved weekly time sheets validating accuracy and proper entries.

• Conducted daily stand up and bi-weekly regular team meetings with Service Desk team.

• Conducted performance reviews and made compensation recommendations.

• Managed and met established metrics and team benchmarks, providing regular reports to the Department Manager regarding the team’s performance.

• Stayed updated on the latest Technology, Trends, and industry best practices & Monitored staffing and equipment needs

• Mentored Team members to be exceptional at Service Desk and their professional career path with education and training in present and for future endeavors. 1999 – 2000 Senior Desktop Support/Lead, – INFORMATION TECHNOLOGY, KAISER PEMANENTE, CA

• Same responsibilities as Desktop Support but as a Senior as well as lead projects.

• Expertise of both PC and Mac desktop and server hardware and software. Executing all tiers of support that included lots of hands on, person to person, to resolve issues regarding both hardware and software. Provided email, MS Office, Internet Browser, remote (VPN), LAN and WAN support. Highly flexible and creative problem resolution abilities for ad hoc issues.

• Used Remedy system to track all incidents, work status, work performed and updated personal work logs.

• Excellent interfacing with every level of business operations from management to support both local and offsite. Technical and business interpersonal and communication skills.

• Performed necessary hardware system upgrades, updated software as part of standard business builds used by Kaiser. Kept abreast of the changing technical environment as it related to Kaiser Permanente and the industry in general. Ensured LAN connectivity and operability, modifications to TCP/IP or firewall.

• Maintained all computer and peripheral equipment for both hardware and software. Constant troubleshooting, diagnostics, research, evaluation and documentation of other PC/LAN and data storage solutions and alternatives, e.g. local NAS systems or intra-web based system backup or temporary storage.

• Executed successfully all standard and non-standard capital replacement project(s) of existing or projected need(s) computers, their related peripherals, including printers (personal and network) and wireless devices. Delivered, asset tagged, imaging and personal configuration of desktop hardware, software and peripherals for stakeholders and users.

• Windows Active Directory administrator experience including account creations, permissions/rights/access, enforcement of policy.

• Oversaw and managed Project(s) that included evaluation of new hardware and compatibility to existing environment(s), budgeting, fulfillment, Service License Agreements, physical disposal for all old items no longer needed.

• Trained business users as necessary for existing and new hardware and software applications for PC and Macintosh.

• Created & Maintained Dedicated Internal Sharepoint Web Portal with Technical Resources (information papers, tips, tricks and “how-to” documents”, Policies & Procedures – See next)

• Wrote computer equipment and software Policy and Procedures for departments I supported and enforced as necessary. Policies including information security, user responsibility and general computer operations usage.

• Maintained SOX and HIPAA compliance, updated and upgraded necessary security patches/fixes accordingly to existing threats.

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1997– 1999 Desktop Support – INFORMATION TECHNOLOGY, KAISER PERMANENTE, CA

• Acted as formal point of escalation for customer issues or complaints including the most critical escalations and non-standard work; handled day-to-day operations of a group of desktop employees.

• Provided 1st and 2nd level proactive problem identification and resolution in a specific service or business area. Assisted team technicians to resolve problems in a timely manner.

• Directed and distributed work each day by checking queue of tickets and assigning the incidents and/or moves/changes to the relevant Team members.

• Strategized on how to staff the team (i.e. assigning team members to specific floors or locations based on level, skills and number of units to cover) and ensuring backlogs of service requests are filled in a timely manner.

• Created and maintained department documentation. Worked with Department Manager maintained liaisons with support organizations; provided evaluation, analysis and reports in software deployment and desktop configuration.

• Supervision Given and Received:

• Received general direction from Manager; Instructed, guided and oversaw work of lower-level technical professionals. Acted as mentor and coach; trained staff.

• Technical and Non-Technical Problem Solving and Decision Making:

• Analyzed complex problems and took corrective action at the appropriate level.

• Provided input to leadership regarding decision making activities (i.e. managing workflow, how to deal with critical situations such as power outages or viruses).

• Customer Service Skills:

• Demonstrated professional behavior with all customers at all times.

• Developed a clear understanding of the customer's needs seeking information through

clarifying questions.

• Maintained clear communications with customers regarding expectations and time frames.

TECHNICAL SKILLS

• Operating/Management Systems : Windows NT, NT Server, 2000, 2000 Server, XP, 2003 Server, Windows 7, 8, 10, Mac OS 8, 8 Server, 9, 9 Server, X (Panther, Tiger, Leopard, Snow Leopard, Lion, Mountain Lion, Yosemite. El Capitan, Big Sur, Monterey, Ventura), iOS, Android, Maximo CMMS, HP Asset Manager, Quest KACE FileMaker Pro Server, Windows Active Directory, Windows IIS, TCP/IP, Cisco VPN, Citrix. Network Attached Storage Systems, Windows Virtual PC, NAS storage.

• Software Proficiency/Functionality: Remedy, ServiceNow, Track-It Help Desk, Log Me-In (Remote Desktop), Microsoft RSAT Microsoft Office for Windows and Mac – Teams, Word, Excel, PowerPoint, One Note, Exchange/Outlook, SharePoint, Visio, Project, Access, Lotus Notes, Apple – Numbers, Pages, Keynote, Parallels for Mac

(Windows Emulator), VMWare, Microsoft SCCM/MECM, MS AutoPilot, JAMF, Jira, Splunk, Power BI, TouchPoint, Cisco Jabber, FileMaker Pro, Tivoli Remote Software, DameWare Remote Software, Bomgar Remote Desktop, Tea Leaf Web Analytic, Google Analytics, UXPin, Balsamiq Mockups, Mockflow, Symantec Ghost, Adobe – Photoshop, Illustrator, InDesign, Acrobat, Premiere, Soundbooth, Ariba, Concur, SaaS Epic HealthCare systems, MediaSite Video/webcasting systems, Crystal Reports, Peripheral support software for: laser and ink Printers and plotters, Multi-media equipment, Video/ telephone conferencing equipment.

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