Senior Desktop Support Technician

James Jones

Senior Desktop Support Specialist- NCDOT/DataStaff

Fayetteville, NC 28312 **********@***.*** - 910-***-****

To obtain a challenging and meaningful position within a professional environment which will enable me to utilize my professionalism and skills in pursuit of organizational objectives. Authorized to work in the US for any employer

WORK EXPERIENCE

Senior Desktop Support Specialist

NCDOT/DataStaff – September 2018 - Present

IT Engineer

EPA -April 2015 – August 2018

•Diagnosed and resolved problems such as integration or configuration issues.

•Installed and configured Install Shield and Adobe Software Pakages.

•Developed and managed customer service performance requirements.

•Developed customer support policies, procedures and standards.

•Reviewed the content of the problem resolution knowledge database.

•Coordinated with and assisted the IT Service Desk.

•Provided customer training and instruction.

•Ensured information security/information assurance policies, principles, and practices in the delivery ofcustomer support services.

•Overseen implementation, documentation, and operation of cloud brokerage services.

•Served as an expert advisor in enterprise application deployment and troubleshooting in datacenter andcloud computing environments.

•Served as Project Officer, Contracting Officer Representative (COR) or Contracting Officer's

•Technical Representative (COTR).

•Provided customer support for identifying appropriate platforms and middleware for application(s) hosting.

•Developed outreach strategies and materials to communicate information about application hostingenvironments and changes to those environments.

Level 2 Team Lead

HCL Technologies – September 2013 – April 2015

•Utilized ServiceNow to organize and implement ticket requests.

•UtilizedRemote Desktop and Dameware to access client computers to install patches and upgrades.

•Responsible for access to VDI technology, ticket resolution, and escalation.

•Established TCP/IP to communicate across networks.

•Used VPN to set up networks across domain accounts.

•Installed and configured Checkpoint firewall software.

•Worked on devices such as Unix/Linux, Sun/Solaris, Windows OS.

•Reset LDAP password and unlocked accounts, as well as granted permissions.

•Reset Active Directory passwords and unlocked accounts, as well as granted permissions.

•Worked tickets in ServiceNow.

Systems Admin/Desktop Support

Mountaire Farms – November 2011 – April 2013

•Demonstrated responsibility for effective provisioning, installation/configuration, operation, and maintenanceof Windows 2003/2008 servers, systems hardware and software and related infrastructure.

•Ensured that system hardware, operating systems, software systems, and related procedures adhered toorganizational values, and thereby enabled staff, volunteers, and partners to work in a stress-free environment.

•Developed network backup and recovery procedures.

•Installed, tested, maintained, and upgraded Flexera Admin Studio, Install Shield.

•Analyzed and defined data requirements and specifications.

•Designed, developed, installed, and implement databases.

•Maintained, monitored, backed up, and recovered databases on Linux servers.

•Installed, configured, and maintained database management systems software.

•Demonstrated responsibility for inventory control and software licenses.

•Analyzed and planned for anticipated changes in data capacity requirements.

•Developed and administered data standards, policies, and procedures.

•Set up Access Points, Cisco Routers, and Switches

•Installed, configured, troubleshoot, and maintained customer hardware and software.

•Developed customer support policies, procedures, and standards.

•Managed configurations of Windows 2003/2008 servers to meet customer requirements, which may includeOS, IIS, SQL, and other applications.

•Managed network security including monitoring and administrating security updates, patches and otherpreventive measures.

•Demonstrated responsibility for firewall configuration & maintenance, as well as monitoring and updatingmalware prevention systems and performed intrusion detection analysis.

•Performed security assessments and reviewed networking initiatives for security compliance.

•Set up TCP/IP to communicate across networks.

•Used VPN to set up networks across domain accounts.

•Installed and configured Checkpoint firewall software.

IT Support Engineer

Goodyear Tire Company – August 2008 – October 2011

•Installed and configured Symantec Endpoint Software.

•Used VPN to set up networks across domain accounts

•Read, interpreted, analyzed, and applied company regulations, rules, policies, and procedures to plan,develop, implement, analyze, design, test, configure, install, integrate, maintain, and manage systems for data acquisition, storage, and retrieval and network systems used to transmit information.

•Analyzed and defined VMWare setup and configuration.

•Defined and maintained network architecture and infrastructure.

•Configured and optimized Adobe Software, Admin Studio, Install Shield.

•Monitored network capacity and performance.

•Identified, analyzed, diagnosed, and resolved hardware, software and network system failures and problems.

•Developed network backup and recovery procedures.

•Installed, tested, maintained, and upgraded network operating systems software.

•Analyzed and defined data requirements and specifications.

•Designed, developed, installed, and implemented databases.

•Maintained, monitored, backed up, and recovered databases on Linuix servers.

•Installed, configured, and maintained database management systems software.

•Demonstrated responsibility for inventory control and software licenses.

•Analyzed and planned for anticipated changes in data capacity requirements.

•Developed and administered data standards, policies and procedures.

•Planned and delivered customer support services.

•Established TCP/IP to communicate across networks.

•Used VPN to set up networks across domain accounts.

•Installed and configured Checkpoint firewall software.

•Diagnosed and resolved problems in response to customer reported incidents for 500+ Dell PCs, laptops,HPs, Xerox printers, scanners, and facsimiles.

•Installed, configured, troubleshot, and maintained customer hardware and software to include desktopsystems and commercial off-the-shelf software.

•Developed customer support policies, procedures, and standards.

EDUCATION

Computer Information Technology

Fayetteville Technical Community College

2012 - 2013

High School Diploma

Fayetteville Technical Community College

1993 - 1994

Bladensburg Senior High School

SKILLS

Active Directory, Cisco, Service Desk., Symantec, Unix

ADDITIONAL INFORMATION

Highly motivated, creative and versatile professional with 24 years of extensive experience and demonstrated abilities in the field of Information Technology. Energetic self-starter with outstanding analytical and organizational skills. Excellent verbal and written communication skills. Proficient in Microsoft packages.

TECHNICAL SKILLS

•Unix Operating System

•HP Pavilion Series Computers

•HP EliteBook Series Laptop

•Dell OptiPlex Computer Models

•Active Directory

•Symantec End Point Virus Protection

•HP Device Manager

•Cisco Routers & Switches

•Avamar, Netbackup

•Tivoli Storage Manager

•IBM Cloud Management Toolds

•Oracle SOA

•Oracle WebLogic

•EMC

•Microsoft Exchange

•SQL

•Remedy

•SCCM

•Oracle Fusion Middleware

•Cisco ASA

•VM Ware

•iPhone/iPad

•Blackberry

•Google Nexus 7

•Adobe Software

•NetApp

•SAP

•CA Service Desk

•Windows Server 2003/2008

•Remote Desktop

•VNC, Dameware

•Spiceworks

•HP Service Manager

•Lotus Notes

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