Quality Assurance Project Management

Jimmie Kelley

Anaheim, CA

************@**********.***

571-***-**** Cell 714-***-**** Home

FIELD ENGINEER / IT TECHNICIAN

Strategic Planning & Analysis

Quality Assurance & Control

Customer Satisfaction & Retention

Business & IT Alignment

Technology Management

Project Management

Training & Development

Team Building & Leadership

Risk & Time Management

Point of Sale Systems

Highly focused and results-oriented professional with extensive experience in providing effective technical services and solutions in a variety of IT, Residential, Business Enterprise environments.

Adept at providing services including ServiceNow & ITIL Incident Management, LAN/WAN topologies IP routing and switching, VLANs, DNS, DHCP, VOIP, Bitlocker, Microsoft Office 365, Windows 10, 11 Microsoft Server Active Directory administration. VPN, Wi-Fi 5,6, and Access Point Management and Installation. Cat 5e, 6 low voltage cabling management, and repair. POTS, PBX, VOIP install, migration, and repair, IDF/MDF buildouts, Data Center management, and rack stack of servers, file management NAS, Routers, Switches, CCT Video security monitoring and equipment, UPS EPS install & repair. Skilled in maintaining network environments, training customers, repairing failures, documentation, site surveys, configuring systems, and leading projects to help meet goals.

PROFESSIONAL EXPERIENCE

Systems Consultant OSI-Digital June 2022 - Present

Provide expert systems configuration per Client specs, preserve and transfer data, analysis of current methods and procedures to make time and cost savings recommendations for increased efficiency and end-user satisfaction and decrease system errors. Escalation of issues when seeing a problem reporting the problem a major key aspect of client’s culture and operations and a major expectation of all employees. Attend and lead regular team meetings for idea exchange, issue discussion, procedure and method updates, and status reporting for SLA and time and target management for on time contracted completion crucial for OSI-Digital and their clients.

Independent Contractor Los Angeles and Orange County Reginal Area, CA June 2013 – June 2022

ADP WorkMarket 64874163 Multi-Vendor MSP, RMM services contracted provider for Microsoft Partners (Fujitsu, IBM, ATOS, NSCGlobal, Level 10, and many others) SLA incident management.

Field Engineer, Onsite & Remote Technician, Project Management and Incident Mitigation Services Provider

Level I, II, III Service Desk Technician, Agent Dispatcher, and Field Service Engineer Installer, Maintenance & Repair

Provide SLA installation, break/fix technical services with OSI model methods for all OEMs Dell, HP, Lenovo Workstations, Servers, and Laptops meeting and exceeding expectations and escalating when needed with documentation of work and report filing.

Support and install LAN/WAN, Telco, PBX, VoIP, Routers, and Switches from Cisco,

Point of Sale, self-checkout systems, weight scales, scanners, printers, cash vaults, CCTV /DVR installation, cabling, upgrade and repair all hardware and software.

IP Routing and Switching, CLI interfacing on Cisco router and switch equipment.

Cat 5e,6,7, wired and wireless networking Wi-Fi 802.1 B, G, N, and AC/AX standards on 2.4 and 5,6 GHz routers, access points, and Patch panels 110/66 block connections and cross-connections.

Conduct site surveys to document and provide an inventory of client equipment for utilization, troubleshooting, and future needs planning.

Point of Sale system installation, upgrade, and repair of AIO, Toshiba, IBM, and other OEMs Branded Equipment and Self-Checkout systems with Scanner, Monitor, Scales, Money Vault, Network Cabling, UPS, Inventory Theft systems, Thermal and Desktop MFC Printers at major retailers Lowes, Home Depot, Ikea, Walmart, Sam’s, Ross and others.

Installation and troubleshooting using the OSI model.

Support Microsoft Windows 7, 10, and Microsoft Office 365 Administration.

Configure and administer Active Directory, DNS, OU and Group policy, DHCP.

New hires complete setup and terminations account management.

Forgotten password account reset MFA setup activities.

Microsoft Windows 10 and Server projects imaging and administration using PE/Ghost, SCCM, Intune

ConnectWise Automate and Manage for Remote support.

Webroot Anti-Virus, Datto MSP Tools

JAMF and Casper for Mac IOS management

Barracuda Email Spam administration, Knowb4 training administration.

Windows 7 to 10 migrations, data backup and restoration from local and remote, NAS, SMB, FTP, attached devices, network, and cloud locations.

Create and update service requests, incident events for resolution handling in ticketing systems SNOW, ServiceNow, ConnectWise, Cherwell, ZEN-desk, and Remedy, TrackIT received from Phone, IM, SMS, Email, walkups, and shoulder taps

Post Migration problem resolution of issues such as lost favorites, printers, drive mapping, best practice questions resolved in person, email, IM, SMS phone, and remote assistance in a friendly easy to understand professional manner.

Provide training of new hardware, software, and best practice procedures for executives, end-users, and office staff in an easy-to-understand friendly manner.

Build and configure workstations/servers, cabinets, and racks per customer orders schematics using hand tools and industry-standard methods.

Los Angeles County VSAP Election Support Multiple Projects

Election Year Oct 19 - Nov 11, 2020, ( May 25-June 6, 2022)

Field Support Technician Los Angeles County Traveling to Multiple Sites Daily

Provide onsite support for Los Angeles Voting systems during the 2020 President Elections ensuring all Ipad, printers, Scanners setup and online replacing defective equipment or escalating issues maintaining legal chain of custody per Secretary of Elections and NOC and reporting hourly status of a number of walk-in voters and wait times to ensure equipment functional and every voter able to cast vote.

Geeks On Site Los Angeles, CA 2013 - 2015

Field Technician On-Call Independent Contractor

Provide on-call computer services including installation, repair, and training services in the client’s business or residence. Diagnose problems and provide solutions for computer hardware software, and related peripherals, LAN/WAN, and wireless networks.

Setup client’s email address and configure client devices PC, tablet, phone, and other smart devices for sending and receiving e-mail and data syncing.

Provide best practices training of maintenance, virus prevention handling, and backup routines.

Conduct Virus and Spyware/Malware removal and data recovery.

Research and provide proposals competitive product sales information for upgrading, repair, or replacing of customer’s equipment.

Follow Geeks on Site SLA policies document all problems and resolution, price quote any needed parts. Submit reports with customer signature for billing of service calls and survey for quality and customer satisfaction within the required time frame. Answer questions for potential sales and service and follow up on inquiries leads.

Dell Technical Services Los Angeles, CA 2010 - 2013

Lead Technician Project Manager

Implemented strategies to maintain the quality of overall projects for customer satisfaction and retention.

Delivered training sessions to executives, sales staff, and customers to achieve desired outcomes. Managed the installation of new systems and maintenance of existing equipment for financial institutions.

Migrated user data and compliant applications to the new system by utilizing effective technical skills and Microsoft compliant list to enhance productivity and functionality.

Offer alternative for legacy hardware and software to meet business needs.

Submitted reports on project performance and escalate issues regarding projects to ensure project success and effectiveness.

ADDITIONAL EXPERIENCE

Lead Retail Consultant-Manager (2004 - 2010) Sprint Nextel Corp Reston, VA

Education

Southern California Institute of Technology AC/DC Fundamentals Electrician and Computers and Networks programs 2016-2018

The University of Phoenix Fountain Valley, CA Business Administration Bachelor of Science Program 2 years

University of Maryland Baltimore County Core Degree Requirement Studies (Approximate 50 credits completed)

Certifications

Cisco Certified Technician CCT Routing and Switching 2018-2021 CSCO 13256974

California Department of Consumer Affairs Combination Registration No: 60046 Bureau of Electronic and Appliance Repair, Home Furnishings and Thermal Insulation

Fujitsu Certified Contractor No: 1305583

HP Certificates / HP Certified Commercial Desktops, Workstations and Notebooks Service Qualification 2019 (Release 4.0),HP PC Hardware Diagnostics UEFI - WBT 2019, HP Service Qualification for Computing 2019, HP Servicing HP Desktops, Workstations, and Notebooks Service Technicians 2018 HP Replacement System Board DMI programming 2019 Dell Certified Lead Technician Dell Certified Lead Workstation Refresh Technician IT Security Key Policies and Resources Lexmark, Samsung, Brother Certified Technician MFC, Color Monochrome Printers Samsung Appliances Certified Technician Washers / Dryers

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