James H. Payne, Jr.

**** ***** ****** ***

Bland, VA, 24315

ad2m1g@r.postjobfree.com

Professional Summary

Handicapped IT professional with demonstrated ability to integrate communication skills, customer service experience, & related education to exceed technical, business, customer requirements & overall company goals. Committed & motivated employee focused on the success of the team, the solutions, the company & its values, while maintaining individual success. Due to physical limitations, I am only able to work remotely. Technology focus and drive:

• Windows Operating systems

• Mac OS

• iOS

• Android OS

• ITIL Fundamentals

• TCP/IP configurations

• LogMeIn

• AzureAD

• DNS Support

• Microsoft Exchange

• Microsoft SCCM Client

• MobileIron

• ServiceNow

• Greenfield

• BMC Remedy

• FreshService

• Ivanti

• Airwatch

• Active Directory

• RSA Admin Console

• Office 365 Tools

• MFA management

• Microsoft Teams

• AWS

Experience

Role: T1 Remote IT Help Desk Analyst

DXC, April 2023 – October 2023

Client: DXC Technologies

• Remotely supported IT for Raytheon.

• Utilized Greenfield version of ServiceNow to assist users with various issues.

• Had management access to RSA console based on prior experience and demonstrated knowledge.

• Utilized DRA and Active Directory to perform account verification, password unlocks, account unlocks and asset assignments.

• Assigned as an Escalations supervisor on holidays.

• Assessed user’s issues to determine which group tickets needed to be assigned to.

• Provided First Call Resolution for users when possible.

• Assisted other tech in the group Teams chat channel.

• Provided other techs ODT temporary PIN’s in the ODT chat channel.

• Reset administrator passwords for other techs on the Service Desk using the DRA tool.

• Assisted in gathering information from users and techs alike in order to notice trends and outages.

• Setup requests using the Service Catalog for various requests users had.

• Was part of the Raytheon merger, in which multiple organizations with Raytheon became RTX. Role: T2 Remote IT Help Desk Analyst

Windows Management Experts, September – November 2022 Client: Private Hospital, NDA prevents disclosure of name.

• Remotely supported IT for a private hospital, located in the United States.

• Handled tickets coming into our ServiceNow system that were from emails utilizing the portal, where users could email the system and request for assistance, as well as other departments who would assign us tickets.

• Assisted users with how to setup their newly created accounts in AD & Azure AD.

• Assisted users with managing and utilization of various Microsoft Office 365 products.

• Managed user’s profiles in AD, including unlocking accounts, changing passwords, modifying groups, managing groups, locking accounts due to terminated users, creating accounts for new users.

• Used various remote tools, such as LogMeIn, Teams, Microsoft RDP, Jabber, WebEx.

• Assisted users with how to sweet up their profiles with their recently created Azure AD profile and confirmed they were able to send/receive appropriately.

• Helped the project manager with taking notes and screenshots from the clients and users, so as to keep the team updated with the current status of the project.

• Scheduled meetings with the project manager and lead engineer to stay on course. Role: T2 Remote IT Help Desk Analyst Tier 2

4 Peaks Business Solutions, August 2022 – September 2022 Client: American Electric Power

• Remotely supported IT for Conifer, LLC, across the northeastern region of the United States.

• Handled tickets coming into our FreshService system that were from emails utilizing the portal, where users could email the system and request for assistance, as well as other departments who would assign us tickets.

• Assisted users with how to setup their newly created accounts in AD & Azure AD.

• Assisted users with managing and utilization of various Microsoft Office 365 products.

• Managed user’s profiles in AD, including unlocking accounts, changing passwords, modifying groups, managing groups, locking accounts due to terminated users, creating accounts for new users.

• Used various remote tools, such as LogMeIn, Teams, Microsoft RDP, Jabber, WebEx. Role: T2 Remote IT Help Desk Analyst Tier 2

4 Peaks Business Solutions, December 2021 – July 2022 Client: American Electric Power

• Remotely supported IT for AEP, all across the world.

• Handled tickets coming into our ServiceNow system that were from calls coming into the center, emails from the portal we used where users could email the system and request for assistance, as well as other departments who would assign us tickets.

• Assisted users with how to setup their newly created accounts in AEP’s recovery software.

• Managed user’s profiles in AD, including unlocking accounts, changing passwords, modifying groups, managing groups, locking accounts due to terminated users, creating accounts for new users.

• Managed user profiles in Microsoft Exchange.

• Used various remote tools, such as Ivanti, Teams, Microsoft RDP, Jabber, WebEx.

• Assisted users with managing and utilization of various Microsoft Office 365 products.

• Assisted with routing tickets in ServiceNow to other departments to get users the help they needed. Role: T1 IT Help Desk Analyst Tier 2

HCL Technologies Ltd, Jan 2021 – December 2021

Client: McLaren Hospital

• Remotely supported IT for McLaren Hospital, which is in various regions across Michigan.

• Managed accounts in the AD environment.

• Managed accounts in Microsoft Exchange.

• Assisted users with configuration of equipment, including docks, monitors, speakers, headsets, keyboards, and other miscellaneous devices.

• Used Bomgar and Windows RDP for being able to remotely connect to users.

• Assisted users with managing and utilization of various Microsoft Office 365 products.

• Assisted users with changing passwords for various accounts. Role: Desktop Engineer/IT Director

Teleperformance USA, April 2020-January 2021

Client: Teleperformance

• Assisted desk-side users with PC issues.

• Handled tickets coming into our ServiceNow system that were from calls coming into the center, emails from the portal we used where users could email the system and request for assistance, as well as other departments who would assign us tickets.

• Maintained on-site equipment involving PC’s, printers, UPS systems, etc.

• Inventoried all assets and made sure everything was properly tagged and accounted for.

• Worked with the Call Center Manager directly to create plans for better streamlining the processes of the work environment.

• Kept other off-site supervisors up-to-date with activities happening on my site, relating to the IT environment.

• Re-imaged PC’s using the Sky-MDT image that was setup for my site, based on the Line of Business and the role of the individual using the machine.

• Assisted users with managing and utilization of various Microsoft Office 365 products.

• Utilized Active Directory for different things, such as: adding/removing systems from the network, password resets, verification of systems on the domain. Role: IT Service Desk Analyst Tier 2/Trainer

1901 Group, LLC, February 2016-April 2020

Client: Jet Propulsion Laboratories

• Provide IT Tech Support to government representatives in a call center environment, using tools such as telephone, email and chat.

• Handled tickets coming into our ServiceNow system that were from calls coming into the center, emails from the portal we used where users could email the system and request for assistance, as well as other departments who would assign us tickets.

• Worked varying shifts to cover a 24/7 help desk to support JPL.

• Assisted users with managing and utilization of various Microsoft Office 365 products.

• Helped the T2 level of techs, as well as the desk supervisor with various special projects.

• Assisted with watching the incoming ticket queue of Service Now to assist the T2’s with their daily workload.

• Help to establish several different procedures and policies for issues that arose on the desk.

• Kept in close contact with varying levels of support with the contractor to obtain information that was otherwise not available to the desk.

• Assisted with handing tickets from other agents, including the other T2’s, when the workload was very high for various reasons.

• Studying to gain access to more certificates to better assist the company, proving my skills.

• Extremely flexible with my schedule, to allow the desk supervisor to have the ability to make sure that all shifts were properly covered, even if it meant I had to work extremely large amounts of overtime to do so.

• Helped monitor the group chat to assist the other technicians on the desk with issues they were reaching out for assistance with.

• In addition to assisting the T2’s and the desk supervisor with special projects, I also kept in constant contact with our contractor, as well as the customer, in order to provide better service for them, as well as to assist us in better being able to perform our contractual agreements, which in turn, allowed me access to doing several special projects them as well.

• I also created a OneNote with vital JPL information on it and have shared it with the T2’s as well as the technicians on the desk who have requested to use it. Certifications and Trainings

• Graduation of Bland High School in 1997.

• Certified in ITIL process management at the foundation level.

• CompTIA A+ 701/702 certified.

• Currently working on studying for the Network+ certification. ad2m1g@r.postjobfree.com

c. 540-***-****

h. 336-***-****

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