Customer Service Support

James King

Rowlett, TX ***** 214-***-**** *************@*****.***

More than 15 years of diverse technical experience and customer service support with expertise ranging from troubleshooting system hardware to entire networks. Strong ability to grasp and utilize technical information. Demonstrated leadership skills acquired in supervisory position. Able to analyze and solve technical and non-technical problems.

Professional Experience

Network Specialist, Naval Health Clinic Lemoore (Qbase)

January 2017 to present

Daily operational support for LAN/WAN network

VLAN creation/configuration/trunking

Upgrade Cisco Catalyst Switches software to the latest iOS per IAVA (Information Assurance Vulnerability Alert) compliance

Configure and maintain Switch port security to prevent unauthorized equipment to be installed on DHA Network at the clinic

Trace and repair LAN network connectivity issues

Install/replace network switches

Familiar with BGP, OSPF, and EIGRP

Monitor network integrity of devices with the use of Nagios/Check MK and HPNA (Hewlett Package Network Automation)

Maintain network topology diagrams via Microsoft Visio

Perform network equipment inventory and record of per DHA requirements

Assist end users with locked/disabled accounts through Active Directory

Configure network printers through print servers remotely

Image Windows workstations with Defense Health Agency (DHA) images via SCCM

Configure CounterACT/ForeScout console for monitoring vulnerabilities

Configure 2008 and 2012 Print Server by adding, removing and upgrading print drivers

Install new network printers to the Print Server

Reserve IP Addresses on the DHCP server for network printers

Administer IP subnets on the DHCP server per directive by DHA engineers

Ensure the Network devices adhere to be in compliance with government’s STIG (Standard Technical Implementation Guide)

Escalate to DHA DNOC via a Remedy ticket, email or phone call issues that cannot be resolved locally

Work with DHA DNOC engineers by performing the troubleshooting instructions given to resolve problems on equipment that is not maintained locally

Participate in weekly meetings notating to update management of the past week’s accomplishments that relates to network equipment and software/iOS updates

Assist with maintaining the public Wi-Fi at the clinic by contacting the contractor and performing the necessary functions provided by the contractor remotely

Sr. Systems Analyst, Bank of America

May 2005 to August 2015

Traveled to remote locations throughout the United States to install and configure Windows (2003) based Servers (HP), workstations and peripherals on the bank’s enterprise

Configured TCP/IP on Windows Servers to join the bank’s network

Configured DHCP scope on Server and DNS

Manually set IP address, subnet mask and gateway for network printers

Remoted into End-users’ equipment with RDP to diagnose and troubleshoot issues

Diagnosed, troubleshot, and resolved hardware, software, or other network and system problems, and replaced defective components when necessary

Installed and/or upgraded hardware and software on Windows network devices

Diagnosed networking, microcomputer and peripheral support for branch personnel by providing onsite and remote support

Installed LAN cabling from switches in the network racks to the patch panel management

Troubleshot workstation connectivity issues within bank’s enterprise as part of QA lab maintenance

Assisted in the preparation and conduction of Quality Assurance (QA) projects within the lines of business

Participated in the creation of standard test environments, test plans and test scripts

Provided functional and regression testing of applications by automated and manual methods.

Conducted acceptance testing of new or modified applications and systems and assist with modification of testing systems and tools

Documented all new and modified QA procedures and standards and assists in the development and implementation of QA metrics for assessing the quality of delivered applications and information systems

Assisted senior staff, providing resolution to an assortment of problems of moderately complex scope, related to Quality Assurance projects

Attention to details to testing and document resulted in consistently meeting 98% SLA and no vulnerabilities being introduced to the network environment

100% application testing success rate (no application returned due to missed requirements)

Reimaged Windows desktops and laptops using MDT, SCCM and Flash drives

Performed VMWare installs with MS Windows images on desktops in order to facilitate more QA testing devices thereby reducing the need for physical devices

System Support Analyst II, Countrywide Home Loans

January 2003 to April 2005

Provided customer service support in call center for mortgage software (EDGE) along with hardware issues

Assisted customers with determining why the data entered is not being accepted by the software

Troubleshot connectivity issues between workstations and printers using PC anywhere

Assessed end user problems as it related to the applications utilized by the enterprise and provided resolutions through knowledge base and troubleshooting skills

Assisted with various application issues/errors such as Lotus Notes failures and AS400 password resets

Provided application support for internal users by coaching them through how the application should be utilized

Created trouble tickets and prioritized request via Remedy

Tracked and documented activity and problem resolutions via Remedy

Education/Personal Development

Network Support Specialist - Asher College

Network+ Security+ CCNA Routing/Switching

UNIX Administration Certification (SUN Solaris) - SMU School of Engineering

SUN Solaris Intro to UNIX Shell Programming

SUN Solaris System Admin I SUN Solaris System Admin II

Technical Skills

VLAN configuration, MIB, Cisco, TCP/IP, OSPF, BGP, EIGRP, RIP, Subnetting, DHCP, DNS, RDP, WinSCP, Putty, PC-Anywhere, VPN, VMWare, SCCM, MDT, OSD, Tivoli, BigFix, SharePoint, Citrix, Outlook, HP Quality Center, HP ALM, AS400 LS/CF, MS Office Suite, McAfee Virus, Norton Anti-virus, SELMA, BMC Remedy, Web-Ex, Net-Meeting, HP Servers, Window/7/8/10, Cisco iOS, Windows Server 2003/2008, Internet Explorer, Google Chrome.

Security Clearance

T3 Position of Trust

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