Information Technology Install Technician

JAQUAN A. JAMES

District Heights, MD *****

Direct Contact: 240-***-****

******.***.*****@*****.*** * http://www.linkedin.com/in/jaquanjames/

Helpdesk Technician / Security Install Technician

EDUCATION

Associates Degree in Business Management - Web Development Aug. 2021

Eastern Gateway Community College (Online) – Steubenville, OH

Information Technology Vocational Program Feb. 2014

Year Up - Crystal City, VA

PUBLIC TRUST CLEARNCE Active

INSTALL SECURITY TECHNICAN LICENSE (DC, MD, VA) Active

INFORMATION TECHNOLOGY COMPETENCIES

SOFTWARE

Mac and Windows OS * Microsoft Office (Excel, PowerPoint, Word & Access) * Microsoft VS Code * Phone/ Remote Support * Web-based Application Support * Ticketing Systems (Service Now & Remedy) * Web Developing (HTML, CSS & JavaScript) * Microsoft SharePoint *

HARDWARE

Desktop / Laptop Repairing * Desktop/ Laptop Reimaging * iOS and Android Phone Repairs * Home Security Consulting & Installs.

WORK HISTORY

Security Install Technician/ Dealer March 2022 – Present

Safe Haven (ADT), Alexandria, VA

Provides professional installation of security systems for residential homes to ensure families safety.

Provides troubleshooting services to home security systems infrastructures and products.

Hang cameras up 3 stories, to ensure clients are able to see intrusion before it happens.

Route wires for proper Camera and Panel installations.

Provides security products for families to purchase and better protect their home and assets.

Manage scheduling of appointments and weekly inventory checks to ensure accountability and proper count.

Provide sales and payment process for client to purchase Security for their homes.

Remote Help Desk Support Tier I (CTR) Sept 2016 – March 2022

General Service Administration, Washington, DC

Provides technical and customer services for clients; supporting GSA vehicles such as: SRP FAS sales reporting, PO Portal, GSA Advantage and eBuy.

Receives incoming calls from GSA contract holders, logs 250+ calls and tickets monthly; uses FEDCOM phone system and ServiceNow ticketing system.

Offers information to Vendors unfamiliar with GSA’s SIP program; clarifies vendor upload procedure to GSA catalogs and GSA Advantage.

Aides Vendors through GSA’s Schedule error messages in SIP, and corrects excels data spreadsheets formatting issues.

Answers procedure and process questions concerning terms and policies for GSA contractors.

(Work History Continues)

Asset Management - Information Specialist, Tier II (CTR) June 2014 – May 2016

Department of Homeland Security, Washington, DC

Constantly managed and compiled documentation of the purchased, deployed and expired licenses within DHS using Microsoft Excel spreadsheets and creating SharePoint sites.

Researched and resolved end user’s ticket request through Remedy Web Application, following DHS software standard operating procedures and policies.

Interacted with external software vendors for acquiring enterprise licenses quotes for new and renewal products.

Approved and stamped G-514’s for end users purchase requests.

Confirmed all software requested by end users were eligible for download on the USCIS network, before downloading or reassigning to a local DSM for installation.

Maintained spreadsheets, in Microsoft Excel and build libraries to keep track of all purchased and available software licenses and documents, bought through vendors.

Provided customer service to DHS employee - via telephone and email, consulting with end users on status of tickets and routines of how to acquire software.

Sales Associate/ Technician Mar 2014 – June 2014

RadioShack, Arlington, VA

Provided repairs for mobile devices.

Promoted deals for the latest products, new technologies and service plans for phones and tablets.

Provided comprehensive resolutions for customer’s desktop and entertainment setups.

UAT Software Tester July 2013 – Mar 2014

Freddie Mac, McLean, VA

Executed queries using Rapid SQL to retrieve information from Freddie Mac’s database for user id’s and asset tags to test login pages and admin rights for the company’s intranet.

Created SharePoint sites and documents to ensure that both developers and testers were coherent with updated testing requirements.

Executed UAT test cases for Freddie Mac’s intranet; logging defects and comments using the HP Life Management tool.

Implemented test plans, created test cases for verification of new functionality concepts.

Documented step-by-step snap shots, applying Microsoft Word documents as executed test cases for other testers to use as an SOP; highlighted errors and defects for meeting visuals.

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