Desktop Support Engineer
Resume:
Alex R. James, III
Columbia, SC 29210
*************.**@*****.***
202-***-**** – Cell
SUMMARY
My career has spanned serving in both the public and private sectors. I have extensive experience with delivering excellent customer service while installing, troubleshooting and benchmarking networks. I am seeking a position which will enable me to utilize my diverse background in the field of information technology.
Operating Systems: Windows 95/98/Me/2000-03/Vista/ Windows 7, 8 & 8.1, 10/ Windows 2000/2003 Server, NT 4.0, Workstation & Server, XP, Microsoft Terminal Server, Novell Netware 3.11 / 3.12, DOS.
Networking: LAN: Ethernet, Token Ring, VoIP, Remote Access, VPN, Frame Relay; HP Open View, WIFI, WAN: terminal servers, modems, CSU/DSU, T1, and ISDN, CISCO routers, switches.
Hardware: CAT5 & 6 wiring standard and certification. Sniffer (Network General), LAN analyzer, NetView, OTDR/TDR. Fiber Optic installation, termination, and certification. IBM Mainframe Connectivity (5520) & (327X). Fluke LAN Analyzer.
Software: Microsoft BackOffice Suite, MS Exchange Server, Lotus Notes, Corel Perfect Office, Microsoft Office 2003, 07, 10, & Outlook 13, Adobe PhotoShop 4/5, PCAnywhere, TeamViewer, Skype, Blackberry, DHCP, DNS, WINS, TCP/IP, SNA, Videoconferencing and Various Emulation Applications.
PROFESSIONAL EXPERIENCE
Independent Contractor Columbia, SC November 2020 – April 2021
Desktop Support - “Deployment Specialist”
PRISMA HEALTH
Served as a contracted employee for Apex
• Image computer equipment as dictated by management.
• Receive equipment and add to inventory, configure all equipment prior to Roll Out.
• Install and setup equipment for hospital staff
Independent Contractor Dallas. TX January 2019 – November 2020
Customer Service Field Engineer
Served as a contracted employee on multiple projects
• Served as customer service consultant and field service technician.
• Installation of desktop computers, printers, routers (WiFi) and switches.
• Deployments (rollouts) re-imaging. Desktops and printers repair. POS (NEC) Installs.
• Use PDQ Inventory and Deployment tool to push software and updates to PC’s
• Four month deployment for (ANBTX) American National Bank of Texas, Repaired PC’s/Laptop’s.
Upgrade, image, deploy all devices, and applications.
Alex R. James, III 202-***-**** Page 2
Toyota Financial Services Dallas “Plano”, TX March 2018 – December 2018
OSS Support Specialist
Served as a contracted employee
As a member of the On Site Service (OSS) team, I provided quality support with a high degree of Customer Service and Technical Expertise in a timely manner. Provided hands-on support to other IT teams including but not limited to Network Services, Business Applications, and other IT teams.
Researches, resolves and responds to complex questions received via telephone calls or escalations, and provides support on services in accordance with current standards. Developed and provides technical coaching and mentoring to other desktop services staff and company associates, participated in team projects as requested.
Acted as product liaison for major products, worked with other areas of IT, other departments and third-party vendors to solve technical issues as needed. Installed new and upgrades, hardware and software as assigned via service requests. Coordinates installation with the user and follows up to insure customer satisfaction.
Provide accurate and timely logging of customer incidents and tasks to meet agreed upon service levels (SLA). Demonstrated initiative and acted independently to resolve problems, follows up with user to ensure problem was resolved to satisfaction. Manually moving and repositioning personal computers and ancillary equipment.
Independent Contractor Columbia, SC July 2017 – January 2018
Customer Service Field Engineer
Served as a contracted employee on multiple projects.
• Served as customer service consultant and field service technician.
• Installation of desktop computers, printers, routers (WiFi) and switches.
• Deployments (rollouts) re-imaging. Desktops and printers repair. POS (NEC) Installs.
• Cable (Cat5-6 & fiber) installer consisting of pulling, terminating, and certifying.
LanceSoft, Inc. Columbia, SC November 2016 – July 2017
IT Technician III
Network and Telecommunication
Serving as a contracted employee
Install and maintain voice and data cabling associated equipment throughout the agency.
Perform physical layer network planning, design, and documentation
Read blueprint wiring diagrams to determine materials and equipment needed.
Coordinate moves and changes of data, network and telecommunication equipment.
Troubleshoot network equipment and connectivity.
Perform routine and emergency repair of data and voice communication cabling.
PC, printer, and fax installs.
Independent Contractor Columbia, SC January 2016 – November 2016
Customer Service Field Engineer
Served as a contracted employee on multiple projects.
Served as customer service consultant and field service technician.
Installation of desktop computers, printers, routers (WiFi) and switches.
Deployments (rollouts) re-imaging. Desktops and printers repair.
Cable (Cat5-6 & fiber) installer consisting of pulling, terminating, and certifying.
Alex R. James, III 202-***-**** Page 3
Independent Contractor Domestic & International June 2015 – December 2015
Inside Cable Plant Technician (NL-14-047)
Served as a contractor for nLogic Inc.
Domestic & International
Provided custom installations of the TAS eTCU systems in the United States
And International locations for the Defense Commissary Agency (DeCA).
Meets with Commissary Managers, briefs them on the daily agenda and coordination with
Network Operations Center (NOC) representatives.
Route secures and terminate CAT5 and Fiber Cables to IAW IEEE and ANSI standards.
Integrate the TAS eTCU systems into the local area network (LAN), configure devices, establishes
and verify connectivity.
Setup and trains Train supervisory staff on the functions of the TAS eTCU Systems.
Documents each installation by taking pictures and providing a copy of the documentation to DECA
Contracts Manager as part of compliance CDRL delivery.
Independent Contractor Columbia, SC May 2014 – June 2015
Customer Service Field Engineer
5000 PC Rollout for (SCDSS) South Carolina Department of Social Services.
Customer Service Field Support (Network: Printers, DSL Modems/Routers & Switches Installs).
Break Fix (Network Connectivity, Network Printers, PC’s, MAC/Apple PC’s, CAT 5/5a, 6/6a & 7a).
Computer Sciences Corporation, Columbia, SC (Fort Jackson) April 2011 – May 2014
System Analyst Professional
Designs and implements new methods, procedures, and systems (both automated and manual) to improve the processing and flow of information within the company.
Develops and provides documentation of the system specifications, including system scripts, system installation procedures, system backup and recovery techniques and system test methods.
Conduct and provides cost/benefit analyses for new proposed program modifications, methods, and procedures.
Analyzes, installs and configures applications; troubleshoots network problems, and monitors and evaluates system performance.
Establishes operational database, software configuration controls and system interfaces for computer system(s) assigned.
Maintain file servers and network access; document and analyzes system anomalies to ensure optimal equipment performance.
Prepares systems for operational use and support operational tests.
OnForce February 2008 – April 2011
Columbia, SC
Customer Service / Field Engineer
Performed hardware and Software installation and support encompassing microcomputer workstations
LAN/WAN file servers, and peripherals, Migrations (i.e. BB’s, Smart Phones, Printers, and Scanners).
Alex R. James, III 202-***-**** Page 4
General Dynamics, Washington, DC. June 2005 – February 2008
Installation Engineer
United States Senate
Sergeant at Arms Installation Team
Conducted hardware installation and support encompassing microcomputer workstations, LAN file servers, Windows 2000/XP Client, Windows 2000 or 2003 Server, LAN/WAN, frame relay, Compaq, and peripherals (i.e. printers, scanners, Blackberry, PDAs, Tandberg Video Conferencing, and digital cameras).
Performed technical tasks in assigned areas, update relevant information systems; follow processes leading to successful completion of assignments; participate in special projects as requested.
Performed specific duties state in the task description. Configuration of hardware integration, installation and configuration, user profiles, email accounts on workstations, printer setup/IP printing, and other duties as assigned.
Hewlett Packard, Washington, DC. May 2004 – June 2005
Hardware System Support Engineer
United States Senate
Sergeant at Arms Installation Team
Conducted hardware installation and support encompassing microcomputer workstations, LAN file servers, and peripherals (i.e. printers, scanners, PDAs and digital cameras).
Performed technical tasks in assigned areas, update relevant information systems; follow processes leading to successful completion of assignments; participate in special projects as requested.
Performed specific duties state in the task description; and other duties as assigned.
Siemens Corporation, Seattle, Washington April 2002 – May 2004
Desktop Specialist
Serve as a contractor on an as-needed basis.
Migration of existing desktops from NT to XP/2000.
Reconfigured IP, DNS, WINS, DHCP, and Gateway configurations.
Installed Windows 2000, Ghost Images from Windows 95/98 clients to 2000.
Compaq Computer/Hewlett Packard, Columbia, SC October 2000 – April 2002
Customer Service Field Engineer
Served as Customer Service Field Engineer for “Bank of America’s 2000 Migration” contract.
Upgraded banking systems from Windows 95/98 to Windows 2000.
Reconfigured IP, DNS, WINS, DHCP, and Gateway configurations.
Repaired, installed, and troubleshoot network infrastructure.
Verified applications integrity.
Ran scripts for migrations.
Alex R. James, III 202-***-**** Page 5
The Computer Merchant, LTD., Columbia, SC May 1999 – October 2000
Field Engineer
Served as consultant and migration technician for the United States Postal Service throughout South Carolina.
Installed Windows 2000, Ghost Images from Windows 95/98 clients to 2000.
Reconfigured IP, DNS, WINS, DHCP, and Gateway configurations.
Verified applications integrity.
Ran scripts for migrations.
Midlands Technical College, Columbia, SC December 1996 –May 1999
Network Administrator
Provided network support for the Financial Aid Office.
Trained Financial Aid staff on Microsoft BackOffice Suite, network operation functions, and interfacing with the campus Mainframe.
Managed department’s annual computer budget including configuration, purchasing, verification of receipt, and installation of equipment.
Wired, terminated, and installed network equipment for the department.
EDUCATION
Business & Political Science, Minor in Computer Science CERTIFICATION
University of South Carolina, Columbia, SC CompTIA A+ Certification
Tandberg Certified Technical Associate
(TCTA)
Microsoft Certified Professional (MCP)
CLEARANCES MILITARY
United States Senate Clearance: Confidential E-4, Corporal, United States Army
DOD: Secret Clearance
VOLUNTEER WORK
City of Columbia’s KOBAN
Instructed aftercare students on general computer operation, escalating to network connectivity and configuration. Also provided desktop configuration, installation, and repair.
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