High School Customer Support
Resume:
James Oxley
** ***** **. *********** **. *****
***.*****@*******.***
OBJECTIVE
Enthusiastic, technically skilled self-starter and quick learner IT professional with extensive years of experience, Self-motivated, with the consistent will to learn, build new skills, and continue growing in the IT field.
PROFESSIONAL COMPETENCIES
Initiative-taking professional with experience in troubleshooting and repairing computers.
Strong people skills with the ability to collaborate, be self-sufficient, work independently and as a team player.
Proficient with MS Windows Operating Systems, Microsoft Office 365
Experience troubleshooting hardware and software issues.
Attention to detail, keeping notes on procedures and policies, updating them regularly as situations change periodically.
Strong verbal and written communication skills
Provide Tier 1 & 2 troubleshooting support and escalate to appropriate support teams as needed.
EDUCATION / TRAINING
Dell Certified Systems Expert (DCSE) - 1998-2000
Certifications: Desktops, Laptops, Servers, Printers, and Customer Training
Porter and Chester Institute, Chicopee, MA 1994-1995
Certification of Completion
High School Diploma, Hampshire Regional High School 1984-1987
EXPERIENCE
Rose International
Liberty Mutual Ins. - Level 2 IT Customer Support Analyst Dec 2022 – Oct 2023
Provide telephony support for Service\Distribution utilizing analytical and technical capabilities.
Created Triton and Calabrio profiles new, changes & moves.
Troubleshot Triton \ Calabrio issue through LDAP, HR, and email SSO profiles.
utilized Bomgar remote software, Remedy ticketing system, and LM software portal.
Communication via MS Teams chat, and email
Conflux Systems Inc.
CVS WFH Remote Help Desk Specialist Sep 2022 – Dec 2022
Supported over 9490 store locations in 52 US States and territories.
Provided first point of contact for technical support issues at an enterprise level.
Interpreted, evaluated, and resolved Hardware issues ranging from Servers, Workstations, POS (Point of Sale), scanners, printers, telephony, and surveillance equipment. Dispatched replacement hardware from the warehouse directly to the store.
Followed workflow processes and procedures to resolve most inquiries. Dispatched local, and 3rd party technicians throughout over 9490 store locations in 52 US States and territories depending on level of SLA requirements.
Documented all incoming calls in (SNOW) Service Now system.
Robert Half Technologies Aug 2021 – May 2022
Smiths Interconnect Inc.
Northampton Ma.
IT Support Specialist
Active Directory – Managed active and terminated employee access. New employee creation, password resets, and managed Group\ folder \ file access.
Kaseya Remote – User computer access, RDP - computer remote support, Registry editing, and administrative permissions
Kaseya Ticketing – prioritized support tickets received, time management submitted consistent updates, confirmed with the customer, and closed tickets.
Data migration – imaging both desktop and laptop computers. Data backup and data restoration
Great communication skills both written and verbal skills
Office 365 administration, Microsoft, and Okta (MFA) administration.
Asset Management – e-recycling, asset retirements, accurate Inventory control documentation of necessary IT equipment.
Worked Independently with little to no supervision.
3rd party vendors support visiting and scheduling.
Printer – Support - Laser Printers.
Robert Half Technologies
Mestek Inc. Westfield, Ma Sep 2020 – May 2021
PC Systems Technician
Desktop and laptop imaging and deployments, joining computers to the network and placing them in the proper OU’s.
Removal of Cisco switches, deployments of Fortinet switches, and AP units
Cable runs, port tracing, termination, labeling, and documenting.
Printer repair and repurposing and deployments to different departments.
Helpdesk: answering incoming calls, documenting user issues, addressing software issues including Office365 (multi-factor authentication) MFA, Windows 10 login password issues, Office 365 installation, and admin support. For remote support utilized either Quick Assist or Rescue Logmein123.
Ransomware data recovery, utilizing Bit Defender and virus scanning software. User’s profiles and data extraction
Tek Systems
DXC Technologies Oct 2019 – Mar 2020
Pratt and Whitney (Break Fix Level 2 Support
Windows 10 deployment and imaging via SCCM
Administrative Software / Vault software installations
Bomgar used in remote troubleshooting and repair.
Dell Break-fix parts ordering and repair
SNOW (Service Now) – ticket creating and tracking system.
Active Directory enabling equipment and resetting passwords.
Hardware and Software deployments
Printer – Support - Laser Printers.
Santander Bank – Short Term project
TEKsystems May 2019 – Oct 2019
Traveled to Santander Bank locations throughout the US Northeast
Windows 10 Deployments – SCCM imaging
Uninstalling old equipment
Installation and testing of new equipment.
Preparation and removal of old equipment
NSC Global, Apr 2017 - May 2019
Level 2. Desktop Support Engineer (Ethos Energy Group Inc.)
Chicopee, MA
Windows 10 Imaging new and old Dell desktop and laptop equipment via SCCM, imaging, upgrading recycled machines to turn the machine into productive machines. Deployments to sales and production employees worldwide and local office and manufacturing facilities in the Northeast.
Remote desktop support utilizing Skype, Go to Assist, and Log Me In. for Outlook email, Data transfer, updating and installing the latest hardware drivers, Active directory password resets, Cisco VPN installs, and configuration.
Utilizing Remedy and Alliance for ticket and asset tracking.
Onsite deskside support, software updating, Network Printer installation, and mapping, drive mappings.
Offsite deskside support traveled to multiple surrounding sites.
Cisco switch and router upgrade and installation.
The onsite contractor provided Smart hands assistance with switch and server upgrades.
JO Consulting
Consultant 2009 – 2017
Work Market, Field Nation, and OnForce provide onsite support with Installations. iMacs, deployments, hands-on remote assistance, POS installations, cable runs, and more
Laser printers, faxes, and copier repair HP, Dell, Desktop and laptop maintenance, Router installation, Virus, and Malware Removal, Data Backups
Desktop, Laptop, and software deployments support, and training
Troubleshooting and solving, Operating system issues from hardware issues to computers, printers, and software conflicts.
Social Security clearance for PC Deployments
DocuSource LLC, Middletown, CT 2008 - 2009
Copier/Printer Field Service Technician
Provided service on Kyocera, Muratec, and HP copiers and printers. Installation and networking
Provided customer service throughout Western Massachusetts and Connecticut
Daily Call Management which included prioritizing, scheduling, updating, and inventory
Detailed documentation of steps taken, and resolution of all service calls completed.
Weekly reports (travel and time accounting) and deliverables
BancTec Service Corp., Irving, TX 1998– 2007
Sr. Customer Engineer
Field Service Support for various companies including Dell (Multiple Desktop, Laptop, and Servers) Compaq, HP, Lexmark, Galileo, EDS/Phoenix Life, CSC/AON.
Lexmark, HP, and Dell printer service and repair
Troubleshooting, Data Transfer, Networking, Maintaining switches and routers, Installation of Cisco Routers,
Daily call management which included prioritizing, scheduling, updating, and service for residential and corporate accounts
Detailed documentation of steps and resolution on all service calls completed.
Weekly reports (travel and time acct.) and deliverables
Team lead Sr. Customer Engineer technician over 5 other technicians for the Connecticut and Western Mass area
Spalding Sports Corp., Chicopee MA 1995–1998
Help Desk Support
Deployments of Hardware and software, network configuration, Training, and Support
Troubleshooting Operating System issues, Data Backup, Virus detection removal, and updates
Printer maintenance and repair.
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