James W. Clark
Greensboro, NC 27410
**/**/** – 6/1/2019
Client Account Services Manage/Project Manager
Greensboro, North Carolina
Client Account Service, providing direct technical application support to clients of CoreLogic product/technology solutions. As the single technical point of contact for clients, works directly with customer to understand and implement business needs and requirements, and provide day-to-day support for products. Provides ongoing application change services leading change project and performing configuration work.
Establishes productive and collaborative relationships with clients of various technical backgrounds and understanding, while actively managing client demands and expectations
Tracks client issues and requests, manages timely execution of work, and implements an effective feedback cycle to keep customer apprised of progress and resolution status
Gathers requirements from clients translating business needs into technical requirements and making recommendations on most effective solution. Analyze and define business and functional requirements, assess requirements against technical aspects of system such as data structure and application data requirements, identify system business rules, and data elements to support system changes.
Troubleshoots, diagnoses, and resolves or manages problem to resolution ensuring application fully satisfies customers in terms of data integrity, application expectations and other factors according to customer requirements.
Works in close collaboration with account management, database administration, product development and system engineering as necessary to facilitate rapid problem solving and implement changes. Uses knowledge of database concepts and SQL queries for analysis, scripting, and troubleshooting application and data interface issues. Performs application configuration work to implement on-going change services. Create and modify business rules against data entry searches, functionality, and data presentation, through business rule expression language.
6/1/2017 – 12/30/18
Technical Analyst – Systemtec Inc.
Cone Health Hospital System
Greensboro, North Carolina
This position is as a contractor for Systemtec Inc, working at all the Cone Health Systems various hospitals and other campuses.
The primary mission in this role is the ongoing equipment refresh for the entire Cone Health system. This includes all the hospitals such as Cone, Wesley Long, and Greensboro Women’s Hospital, Alamance Regional, Annie Penn and the remote campuses like the Outpatient physical Therapy Clinic This entails replacement of computer system in the mobile workstations used by staff, as well as the statically located computers at desks ND in offices. Additionally, we install and configure medical professional oriented software such as
“Dragonspeak for Doctors” and the Epic Reporting System software. Secondarily, we are a backup to the regular Cone System Technicians for daily break/fix tickets.
5/1/2015 – 6/1/2017
Freelance PC Technician- self employed
I have been providing first and second level support for individuals and small businesses, computer repairs, software support and installation, consultation on migration and upgrades.
7/2005 – 5/1/2015
Senior Analyst/Site Lead Desktop Analyst Citibank
Greensboro North Carolina
o Provide first and second level support for 1800 HP workstations and 40 HP/Lenovo laptop computers, and first level support for Windows 2000/2003/2008 servers, HP/Compaq/Dell servers in a Customer Service call center for Sears accounts o In June 2013 Citi began the upgrade process to Windows 7. I functioned as the Site project lead for the Desktop Optimization project, upgrading all users to either a Thick Client solution using Windows 7 or, a Thin Client solution utilizing WYSE Terminals and a Citrix Server farm.
o July 2011, the 2 site support teams (Voice and Desktop) merged into a single End User Services Support Team, subsequent to the merger I have been cross trained on Avaya Site administrator (voice administration) and QIP, the application used at Citi to administer Network resources such as IP address assignments. o Competitively promoted to North American IT Site Lead Analyst in November 2007 from Senior Technical.
o Functions as the VIP SME for local Executive support, and as the PCS project point of contact in cross functional teams.
o Project Management of local projects involving contractors and temporary employees at the Regional Technology Managers discretion such as Dell contractors for Project Evergreen and the annual physical inventory
o Assists other units and teams as an onsite liaison or SME/Technician for server software and hardware build-outs and updates, as well as, the primary point of contact for outside vendors.
o Set up and monitoring of SMS/HPCA pushes from the SMS 2003 console, as well as, management and monitoring of DPC and the ePO clients/consoles and creating weekly reports for the site infrastructure.
o Project Team member and Site Lead of the XP image rollout, the SMS Server 2003 upgrade, and the Office 2003 upgrade.
o Project Team member and Site Lead of the Microsoft Vista testing o Managing and responding to work requests of client/employees generated via the OVSC system.
o Assist on a local level in the configuration of new user/Outlook accounts, as well as the building out of new admin workstations software loads, and the re-imaging of production workstations.
o Responsible for large project management onsite for hardware and software rollouts; Coordination with other Bank units on corporate wide upgrades and patches to maintain compliance with business plan; Supervision on contractors for large scale projects such as hardware refreshes programs and software upgrades o Manage/Supervise a Dell contract employee who performs our warrantee work. o Responsible for the automation of, and the completion of ongoing and annual inventory projects, creating methodologies, data collection and transcription and the final tabulation of flat-file databases to be imported into our Remedy asset management/trouble ticket tracking system.
o Current projects include the planning, testing and deployment of Windows 7 PC’s and WYSE thin clients.
o I participate in a mentoring program where current employees may spend a portion of their 40-hour workweek, interning with our department to broaden their skill sets and Increase their value to the corporation.
1/2003 – 4/2005, Samet Corporation
IT Systems Manager
o Full scope technical and management of a Windows 2003 Active Directory LAN and Citrix Metaframe XP WAN, supporting 110 desktop and laptop personal computers with a total of 140 end users.
o Responsible for the training of end users, both in the field and in the office; all deployment and development of new technologies, purchasing for the IT department through open contracts or bids. Admin of the users accounts, Exchange accounts and system resources also were within my scope of daily duties.
o Management of the IT department and the full management of the LAN, its servers, and all routers and switchgear including a hardware firewall ported specifically for Web Outlook, FTP.
o Migration of the primary NT 4.0 servers; Exchange, Application/Print Servers over to Windows 2000 and Windows Enterprise 2003 servers. This involved not just software upgrades but also a transition to new hardware as well as switchgear
(including a new high speed backbone.)
o Migration from Exchange 5.5 to Exchange 2003, and moving from a basic Domain environment to a full Active Directory network. Along with the “back of the house” upgrades, end users were upgraded from a mixture of Windows95/98 and Workstation 2000, to a Windows XP Professional desktop environment. o BETA tester for Microsoft for Windows XP Professional; Trained end users to help them over the transition to XP. Developed a short training routine to help users who were unfamiliar with the newer interface afforded under Windows XP, and the user customization features.
o The network was managed remotely (including field offices) via a combination of scripts, user account policies and the remote access software suite NetOp V 7.5; was a teaching aid for NetOp; Track version and patch auditing; Remote assistance to end users.
4/2002 - 1/2003 Intrex Computers
o Commercial and Retail Sales. Responsible for Retail and Commercial sales of new custom spec built workstations and servers in the Winston-Salem North o Intrex Computers is a regional Microsoft Certified OEM New Systems Builder, with main offices in Raleigh NC.
2/1999 - 11/2001 Freightliner Software LLC Portland, OR Dealer Systems Consultant II, Southeast Region-North America o This position was with Freightliner Software, as the SER Dealer Systems Consultant.
o LAN design, training seminars, and personal training sessions with key dealership personnel and acting as an ombudsman for the dealers when system issues needed expediting.
o Acted as a Representative and Trainer/Presenter for semi-annual seminars held by the Parts & Service Departments within the dealer body 2/1997 - 2/1999 Freightliner LLC Cleveland, NC
Computer Systems Technician
o 1997 - 1999 - Second shift Systems Analyst in 1997 o 1997 - 1998 - Systems Analyst II
o 1998 - Systems Technical Consultant.
o Primary responsibilities included:
Acting as the first level technical support for all computer based production equipment
Functioning as departmental supervisor when manager was absent
New program development and deployment both software and hardware o Maintained asset records on IT equipment and made software/hardware recommendations to staff management.
o Provided support for all of the production computer and networking systems equipment, assisted Corporate IT with larger projects; provided first level repairs, network installations & configurations, replacement of network gear (hubs, CAUs), operating systems upgrades and general troubleshooting of network infrastructure.
8/1994 - 2/1997 Anderson & Associates Greensboro, NC LAN Administrator / Civil Engineering Technician
o Functioned as the LAN administrator for 40 i386-based workstations, supported AutoCAD r10 - r14.
o Responsible for configuring and maintaining all workstations, printers and servers on site.
o Supervised the migration in 1996 from Novel to NT 3.51 server. o Installed and maintained Intel Proshare video system. o Team leader in migration to GPS/digital based surveying. 8/1988 - 2/1994 Trigon Engineering, Greensboro, NC Environmental/Civil Engineering Technician
o Geotechnical and environmental survey technician. o Bored hazardous materials sampling wells
o Cored structural concrete samples for stress analysis EDUCATION:
3/2002 TechTrain US-North Carolina-Raleigh
Certification Windows 2000 MCSE Certification completed University of North Dakota, Grand Forks North Dakota-