Virtual Assistant It Support

Jeremy James

***** ****** ******, *** ******, CA 91352 650-***-**** *********@*****.***

Highlighted Skills and Expertise

● Global managerial experience: leadership, budgeting, communication, policy development, training, 3rd parties/vendors

● Unified Communications administration and end-user support: Zoom, MS Teams, CUCM, Poly, Audio Visual (AV)

● Mobile data carrier administration and end-user support: ATT and Verizon

● Mobile app and web development

● Proficiencies: AWS, Azure, Google Cloud, macOS, iOS, Microsoft Windows, Office 365, Google Drive, ticketing systems Experience

Gilead Sciences via Cognizant Technology Solutions, Foster City, CA April 2018 - July 2024 IT Technical Lead (Remote - Los Angeles)

● Developed and enforced documents and processes that improved workflow and collaboration efforts among the UC Collaboration team.

● Hosted weekly meetings with the UC collaboration team to review and discuss high-level issues, team goals, and tasks.

● Coordinated network, AV, Exchange, and Active Directory backend tasks that contributed to the success of newly developed buildings and sites globally.

● Served as global project coordinator for Gilead's AV Lifecycle project two years in a row, conducting audits on older conference room technology, partially overseeing the budget, addressing technical issues, and coordinating schedules with AV vendors and local IT support teams to execute planned work.

● Led change management for the UC Collaboration team when software or hardware changes were needed.

● Assessed and tested new AV hardware to ensure positive performance in Gilead's ecosystem.

● Managed and maintained the relationship with telecom and AV vendors, hosting meetings, overseeing high-level tasks, performing audits, scheduling on-site work, and to ensure Gilead received the latest cost-saving benefits and technology.

● Served as North America's in-house mobile data carrier admin, assisting onboarding teams with line activations and deactivations and users with common cellular issues related to text, calling, and data.

● Conducted quarterly audits to determine cost savings.

● Resolved a high volume of tickets daily in Gilead's internal ticketing system. Gilead Sciences via Ommeher (OMI), Foster City, CA October 2014 - March 2018 Systems Analyst Logistics and Operations

● Supported the integration of Unified Communication software with video conferencing systems.

● Delivered in-person Skype for Business and video conferencing training to local IT support teams and end users globally.

● Resolved a high volume of tickets daily in Gilead's internal ticketing system.

● Contributed to Gilead’s QA Program by constructing test plans and matrices around new technology, which contributed to the team’s accomplishments of capturing potential issues and fixes before go-live dates.

● Assessed new technology to ensure that products met expectations and fulfilled the needs of end users.

● Assisted IT Training Manager in creating quick start guides and training decks to extend general knowledge to the Gilead community, making a positive impact on end user adoption rates.

● Constructed KB articles around Unified Communication Platforms for Gilead’s Enterprise Service Desk, allowing them to support and troubleshoot with end users effectively.

● Examined Skype for Business server diagnostic reports to dissect and rectify AV quality issues within Gilead’s ecosystem.

● Managed the network and AV team's data spreadsheets that captured specific data such as Video Conferencing endpoints, IPs, SMTP addresses, geographic locations, vendors, etc.

Google, Mountain View, CA January 2014 – July 2014 Mobility Support Technician Intern

● Analyzed monthly raw mobile data to evaluate a large distribution of mobile devices deployed companywide. Jeremy James

10960 Ratner Street, Sun Valley, CA 91352 650-***-**** *********@*****.***

● Performed network analysis and mapping to ensure cellular services on campus met SLA.

● Expanded cellular infrastructure by installing fiber cables within new buildings, following up with tests and audits on DAS to ensure functionality.

● Managed onsite Google iPass Hotspot services, addressing service requests and tickets.

● Geographically recorded raw data points via Kaibits software and coordinated them into Google Earth and Maps Engine Pro applications to digitally project network strength, local area connection, network types, and more.

● Audited mobile caller lines globally to determine active and inactive devices. Education

Northeastern University, Boston, MA

Bachelor of Science in Management with a concentration in Entrepreneurship 2020-Present

Year Up/Foothill College, San Jose, CA

Certificate of completion: Information Technology

2013-2014

Foothill College, Los Altos, CA

General Education

2011-2013

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