James R. Bowles

Upper Marlboro, Maryland 301-***-**** ad3nfd@r.postjobfree.com www.linkedin.com/in/james-bowles-baab48164/

IT SUPPORT & HELPDESK MANAGER

Dynamic, highly technical, hands-on IT Support and Helpdesk Manager with a wealth of knowledge and experience supporting end-user helpdesk tickets, quickly solving emerging issues, and installing, configuring, and upgrading necessary technologies and computing equipment. Effectively utilize resources by assigning resources to new projects and initiatives as well as customer/end-user support requests. Build and lead talented teams of professionals through interactive training and mentorship opportunities.

TECHNOLOGIES:

Multifunction Office Printers and Scanners.

Service Now ticketing system

Genesys cloud services for Call center (helpdesk support and dispatch).

Papercut account tracking software for multifunction devices.

Nuance eCopy scanning solutions for multifunction devices.

Microsoft Teams

Microsoft Office software suite

Adobe PDF

Go to Assist and LogMeIn in Rescue remote diagnostic software solutions.

EFI Fiery command workstation software for production multifunction Xerox products.

Mac OSX

Windows OS

Ubuntu OS

COMPETENCIES: Troubleshooting & Problem Solving, IT Helpdesk Support, End-User Training & Engagement, Customer Service Excellence, Audio/Visual Equipment, Call Center Operations, Data Analysis & Reporting, Transparent Communication, Training & Mentorship, Motivational Team Leadership

PROFESSIONAL EXPERIENCE

COS/Xerox 2007 – 2022

CALL CENTER MANAGER (2019 – 2022)

Strategically led a call center operations team with three IT Support Specialists, two Dispatchers, and three System Support Analysts. Strengthened the knowledge and skills of the team through targeted training and learning exercises.

Partnered with Project Managers in scheduling multi-function printer/scanner installs. Delivered outstanding guidance and support to IT Support Specialists and Dispatchers. Decreased the average time to respond to and resolve helpdesk tickets.

Analyzed data and assembled weekly progress reports for the team and facilitated a presentation of results to the senior leadership team. Secured additional resources that removed roadblocks and enhanced operational efficiency in technology.

Scheduled and distributed second-level problem tickets for complicated hardware/software installations to System Support Analysts. Improved the efficiency and quality of the team’s response.

Compiled data and presented service history reports to Sales and Service Managers. Empowered other leadership team members with information necessary to assemble and negotiate deals.

HELPDESK SPECIALIST (2007 – 2019)

Leveraged remote software to service customers that submitted helpdesk tickets. Decreased the average time to respond to and resolve emerging and longstanding/escalated issues. Closed an average of 10-12 calls per day.

Installed and configured print drivers and scanning tools to SMB folders on customer computers. Customized applications and devices based on end-user preferences and requirements.

Troubleshot and applied advanced problem solving techniques when necessary for printing and scanning issues on Xero multi-function devices as well as HP printers.

Delivered outstanding support and service for Canon/Konica and Lexmark multi-function printing devices. Optimized the reliability, quality, and uptime of equipment.

EDUCATION & PROFESSIONAL DEVELOPMENT

Computer & Networking Coursework, PG Community College

Electromechanical Engineering Technology Coursework, Washington Technical Institute with AA degree.

A-Plus Certification – In progress

VOLUNTEERISM

Head of A/V Ministry at God Glorified Church (GGC)

GGC Trustee Board Secretary & Member

GGC IT Administrator

Audio Technician for Women, Wellness, & Wealth Conference in the DMV Area

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