Overview: Over ** years of experience in the Information Technologies field in positions ranging from but not limited to Help Desk Technician as well as Desktop Support Engineer to Field Network Technician and IT Manger. Installation and configuration of Microsoft Desktop and Server operating systems from DOS 5.0 to Windows 10, and server operating systems NT 40 to 2008. Support of Mobile operating systems, iOS, Symbian, Android, Windows CE and Apple Operating systems OS X.
Certifications:
Microsoft Certified Professional CP ID #920424
A+ DOS/ Microsoft Windows and A+ Core Service Technician COMP10107804
Microsoft Networking Essentials
Education:
Some college course work completed in Information Technologies BSIT
Microcomputer Repair – Micro Computer Technology Center
Employment History:
NTT Data (Fifth Third Bank), Cincinnati, Oh. 3/20 – Present
Field Tech Senior Associate
Process new IT components into NTT Data’s asset tracking software
Imaged laptops in support of 5/3rd Banks business continuity plan during the COVID-19 outbreak
Packaged and shipped laptops and peripherals to users
TurnKey Technology (North West Local School District), Cincinnati, Oh. 7/19 – Present
IT Service Desk Technician
Supported Chromebooks and laptops from multiple vendors
Performed troubleshooting and user level maintenance of Epson network connected overhead projectors
Performed administrative activities for Chromebooks using Google Admin Console
Coordinated with vendors for external support
Robert Half Technologies (Diplomat Specialty Infusion Group), Cincinnati, Oh. 2/19 – 5/19
IT Service Desk Technician
Document calls and work requests using Service Now
Performed root cause analysis of recurring issues
Performed Active Directory account maintenance
Provided prompt response to user’s IT issues
Completed assigned tasks well within required service level agreement
Modis (U.S. Bank), Cincinnati, Oh. 10/18 – 2/19
Desktop Support Specialists
Determined compatibility of desktop applications, remediated compatibility issues and deployed Windows 10 to all Retail and Corporate PCs
Excis (MunichRE), Cincinnati, Oh. 4/18– 10/18
Data Center Support Technician
Assisted in the overall coordination and execution of datacenter operations
Coordinated with building facilities and various IT management teams relative to DC operations and project activity
Assist in the creation and maintenance of network and datacenter diagrams and detailed site documentation
Perform operational tasks associated with datacenter deployments, migration and decommissioning
CorTech (Macy’s), Cincinnati, Oh 12/17– 3/18
Desktop Support Engineer
Performed on-site analysis, troubleshooting, preventative maintenance, installation, and repair of Information systems
Independently researched and resolves basic to moderately complex technical problems
Collaborated with other MST teams to resolve more complex problems
Responsible for customer satisfaction by building and maintaining key site contact relationships to better understand and respond to business needs
Aquarius Staffing (Axcess Financial), Cincinnati, Oh 10/17– 12/17
Desktop Support Tier II
Provided phone and deskside support for computer systems and peripheral components
Evaluate, prioritize and respond to service requests with a timely resolution
Prepare, coordinate and support user training and documentation and provide technical assistance for post-implementation support issues
Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
Compucom (First Group), Cincinnati, Oh 05/17– 10/17
Tech Support Analyst II
Responded to requests for technical assistance in person via phone and remotely for Microsoft based systems and associated software and hardware
Supported User and computer accounts in Microsoft Active Directory
Maintained confidentiality and discretion when working with passworded or sensitive materials
Proactively resolve customer problems with equipment and services
Track service request tickets during daily operations utilizing Service Now
Compucom (Altria), Blue Ash, Oh 05/16– 12/16
Systems Administrator I
Perform and validate test packages for Microsoft Workstations operating systems
Monitor production deployment process with team packagers
Ability to manage packages, collections and assignments in the SCCM console
Actively participated in team support by proposing and implementing solutions
Maintained SCCM client troubleshooting skills on the Windows 7 as well as Windows 8 and 10 platforms
pConsults with customers regularly to identify needs, develop and implement proposals
Track service request tickets during daily operations utilizing Service Now
Kforce (Compucom), Blue Ash, Oh 07/15– 5/16
Technical Support Analyst
Monitor/configure/remediate the CA IT Client Manager to accommodate multi-site software deployments
Evaluate alternatives for deploying and supporting applications in a managed environment
Evaluated current procedures and processes for accomplishing department objectives and continuously developed and implemented improved practices
Responsible for proper escalation, communications, and management of production system problems
Track service request tickets during daily operations utilizing Service Now
Computer Sciences Corp (Center for Disease Control), Cincinnati, Oh 10/14 –7/15
Associate Field Technician
SLA driven environment
Provide support for Cisco and Tanberg teleconferencing hardware
Configured and supported Android phones
Track service request tickets during daily operations utilizing HP Service Manager
Remote and desk side support for desktop and laptop PCs
Provide minor repair of networked printers to include maintenance kit replacement
Obtained NACI clearance
Great Wolf Lodge, Mason, Oh 12/13 –07/14
IT Manager
Administered and maintained connectivity of network devices through the configuration of networking protocols such as DNS, TCP/IP and DHCP
Administration of User and computer accounts via Microsoft Active Directory MMC
Plan, organize, direct, control and evaluate the operations of information systems and electronic
data processing (EDP)
Responsible for hiring and managing contractors to design, develop, implement, Operate and administer computer and telecommunications software, networks and information
Systems
Managed the computer systems budgets and expenditures
Provide recommendations about accessing information and support
Maintained current and accurate inventory of technology hardware, software and resources
Datacom Specialists (Oak Hills School District), Cincinnati, Oh 07/11 – 12/13
Desktop Support Engineer
Member of a team responsible for providing computer support services of both software and hardware for approximately 3000 workstations
Configured and supported Android phones, Blackberry and Windows phones
Configured and Maintained Chrome books, Apple iPads and Android tablets
Assisted in examination and maintenance of network servers and equipment
Responsible for training staff and orienting them on how to use computer hardware and software systems
Support for Polycom teleconferencing Hardware
nSixty 07/10 – 07/11
IT Coordinator
Responsible for maintaining all hardware and networking functions of nSixty, for clients and internal systems
Maintain and troubleshoots kiosks and video sharing systems
Ensure that all client needs are met and/or exceeded
Assist as directed with nSixty deployments and new hardware, software and online development
Work with Business Manager to maintain strict inventory controls on all hardware and equipment
Conexio,(Hamilton County Courts) Cincinnai, Oh 05/08 - 06/10
Help Desk Engineer
Personally responsible for support of approximately 300 workstations in a mixed Novell and Microsoft network environments
Provided assistance via phone and in person for customers to resolve issues for workstation, printers, and software
Utilized Footprints software ticketing software, to track and follow up on issues
Supported Novell Groupwise, and Zenworks as well as numerous Microsoft and software packages that were specifically written for use by the Hamilton County Ohio court systems
Spherion Atlantic Enterprises, LLC (CNG Financial Corp), Mason, Oh. 12/07 - 04/08
Help Desk Associate
Provided assistance via phone for customers to resolve issues for workstation, printers, and software
Utilized HEAT ticketing software, to track and follow up on issues
Resolve customer issues or determine a need to escalate to higher level support in a timely manner
Computer Enterprises Inc (WellPoint, Inc), Mason, Oh. 10/07 -12/07
Workstation Support Specialist
Installation of hardware & software in a networked environment Utilizing Computer Associates Unicenter Software
Tracked Service call tickets through the use of Hewlett Packards Service Center
Provided end user support in person and over the phone, troubleshooting, repairing and upgrading hardware and software issues as well as workstation configuration
Trasys (Comair), Hebron, Ky 07/07 – 08/07
Help Desk Support Specialist
Provide First Level support for workstation, printer, cellular and land line systems via telephone
Utilized software ticketing, remote management and user administration software to provide and track status for end user support
Resolve customer issues or determine a need to escalate to higher level support in a timely manner
Time Warner Cable, Blue Ash, Oh. 06/07 – 07/07
Network Support Specialist
Provide technical support to residential Cable Modem and Wireless Networking customers
Work closely with Regional Data Center staff to resolve issues quickly
Communicate pertinent information with Network Operations and Support field personnel as needed
Resolve complex PC and Cable Modem issues
Adecco Technical (Ohio Casualty Group), Cincinnati, Oh. 08/06- 06/07
Desktop Support Engineer
Configured and supported Blackberry mobile phones and administered their accounts through BES
Installation of software and deployment of new workstations and laptops
Remote support of windows machines through SMS, VNC
Helpdesk support level 1 and 2
Developed SOP for performance of daily tasks
Pomeroy IT Solutions (Children’s Hospital), Cincinnati, Oh 11/05- 06/06
Desktop Support Technician
Provided end user support in person and over the phone, troubleshooting and correcting hardware and software issues and workstation configuration
Installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance
Pharmaceutical Alliance, LLC, Fayetteville, Oh. 01/05-11/05
Independent Consultant
Installed Ethernet and terminated Ethernet cabling
Installed and supported NAT Routers
Documentation database set up
Validation document development
Technical Writer
Client on site audit
Performance Validation, Milford, Oh. 03/02-01/05
Computer System Validation Specialist
Developed and executed computer system validation protocols and reports These responsibilities were ongoing through design, construction, commissioning and startup and/or qualification periods of various projects This position required James to work in a team environment and required extensive travel to the client’s sites
Market Scan Information Technologies, Agora Hills, Ca. 02/ 01-03/02
Field Network Technician
Assessed customers existing network system to determine and implement any needed changes prior to installing network servers and workstations for Ethernet network components
Installed Ethernet cabling and supporting hardware (CAT 5)
Installed, and supported servers and workstations
Installed and configured wireless access points
MicroAge (Cincinnati Bell), Cincinnati, Oh. 02/98-02/01
Associate Service Technician
Installed and configured over 600 ADSL routers for small businesses and home users
Provided 2nd level workstation support for over 200 users at 3 different locations
Tested and installed a custom-made software package designed for the purpose of entering and tracking customer information on a Windows 2000 standardized platform
Developed and maintained methods and forms for the management of asset tracking for the IT department
American Computer Solutions (Proctor and Gamble), Cincinnati, Oh. 03/97–02/98
Workstation Support Technician
Installed, configured and supported numerous software packages, including Windows 95, Windows 98, NT Workstation 40, Microsoft Office 97, Office 2000, Hummingbird, Smart Plus, ADP and CMAX terminal software
Installed, configured hardware and deployed approximately 400 desktops and laptops as a member of the 3rd largest rollout of a Windows 9x Platform in the world
Supported of over 6000 workstations and servers in the greater Cincinnati, Ohio area
United States Army 10/83-02/97
11M20
Operations NCO for 110 man Infantry Company responsible for coordination of logistical, administrative, training and tactical support
Infantry Squad Leader for a 12 man Infantry Squad for combat operations during Operation Desert Shield and Desert Storm
Unit Armor responsible for maintenance of combat readiness of over $1,000,000 of weapons and weapons systems
Sergeant of the Guard on numerous occasions Primarily responsible for guards in the performance of their duties