James Caruthers

**** ******* ***, ******, ***** 469-***-**** addf8z@r.postjobfree.com

Career Focus:

Success is to be measured not so much by the position that one has reached in life as by the obstacles which he has overcome.

●Booker T. Washington

Work History:

- 10/2017 – Present

Cognizant – Irving, Texas

IT Support – AAFES

- P.O.S Help Desk

- Knowledge of Linux Based P.O.S system

- Knowledge of Microsoft Dynamics AX

- Knowledge of Micros Server based P.O.S

- Accurately recorded & classified all incoming incidents with the appropriate priority, category, & incident summary details or error messages.

- Responded via email, phone, or through ticketing system to Clients with technical inquiries.

- Troubleshoot software, hardware, & network issues.

- Diagnose errors occurring & provided technical support

- Trained end-users on how to setup & use new software/hardware.

- Troubleshoot & resolved peripheral issues connecting to the Terminals.

- Provided support of Hardware, printers, & network connection problems.

- Assisted with Setting up & managing account profiles through Active directory.

- Provided clear communication of issues, progress, and outcomes of tickets to Upper management.

- Provided assistance with pin pad errors.

- Knowledge of Nexgen hardware, & P.O.S to fuel pump related issues.

- 1/2012 – 8/2017

ADT LLC – Irving, Texas

Dept.: Custom Homes Services

Tech Support Specialist

- Provided technical advice to customers, & also End User Technicians.

- Monitored performance of installations of alarm systems remotely.

- Assisted customer with preventative maintenance on the alarm systems.

- Troubleshoot commercial alarm systems.

- Kept record of all calls & inquires of customers & technicians through ticketing system.

- Provided assistance to end users with software & hardware related problems.

- Assisted with documentation creation of Standard Operating Procedures.

- Assisted with connecting cameras to the alarm system.

- 10/2010 – 11/2011

Telvista LLC – Farmers Branch, Texas

Verizon Business – Technical Support

- Provided technical assistance to Verizon Small Business customers.

- Tracked calls in a central database to allow look up & resolution for the end user.

- Performed Identity verification of each caller.

- Worked closely with my team leader & members to ensure the highest level of customer satisfaction.

- Performed detailed troubleshooting of modems, routers, & to Network switches with customers over the phone.

- Troubleshoot network related issues with Computer to printer connection issues.

- Assisted technicians with hardware installment of internet service.

Highlights:

●Ability to type 45 wpm

●Proficient in Microsoft Office

●Efficient at Coaching & Developing Peers

●General knowledge of Networking

●Provided support though phone, email, & remote connection.

●Knowledge of POS systems.

Education:

●A. Maceo Smith High School

Dallas, Texas – Graduated 2008

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