James Abdul. Pearson

Sandy Springs *****

Education:

• Keller Graduate School of Management of DeVry University Atlanta, GA Master of Business Administration Degree Dec 2005

• Georgia College & State University Milledgeville, GA Bachelor of Business Administration Degree: Computer Based Information Systems May 2002 Technology Skills:

• Software: Service Now, AS400 system, Avaya, LANDesk, Dreamweaver, Macromedia Flash, Adobe Photoshop, Adobe Acrobat, Office 365: Visio, Project, Microsoft Desktop Virtualization, Oracle, PeopleSoft, Oracle SQL Developer, Nimbus, Persive.SQL, Lotus Notes, Remedy, Novell, Citrix, Active Directory, Active Directory ADFS, Cisco Call Manager, Cisco Unity, Cisco IP Communicator, HEAT, Exchange Server 2013 & 2016, LYNC 2013, RSA Administration, VMware, MS SharePoint 2010, Dimension Data

• Programming Languages: Java, VBScript, SQL, AS400, COBOL

• Operating Systems: Windows 10, Apple iOS

• Hardware: Dell (laptop and desktop), Sony, H.P., IBM, Windows NT, Apple

• Mobile Devices: Apple (phone/tablet), Android (phone/tablet), Blackberry

• Key Courses: Net +, A +, Leading Change, Leadership Development, Business Presentation Skills, Leading a Customer focus team, Facilitative Leadership, Supporting Leadership Development, Resolving Conflict, Leading Change, Influencing for Results, Project Leadership, PeopleSoft 9.1, Service Desk Professional, Certifications: Six Sigma Green Belt, HDI Support Center Team Lead, HDI – Knowledge Centered Support, A+, Net+, Graduate Certificate in Information Systems Management, Graduate Certificate in Project Management Career Related Projects & Experience:

GEMA\Homeland Security 03/2021 08/2021

Business Analyst II

Administrator to various emergency applications used throughout the agency which included WebEOC and RAVE. I was responsible for creating accounts, granting security control based on their business constraints assigned by the state, working closely with the state’s vendor with database upgrades and enhancements

Facilitate WebEOC & RAVE classes to new hires and annual credit requirements, which normally consist of classroom sizes of 25 employees and up.

Worked closely with FEMA when the Governor declares assistance with federal government and and coordinate vital training, communication, engagements, and support during activation of certain threats within the jurisdiction of the State of Georgia, but not always limited to those boundaries.

Assisted with the State of Georgia 4 nuclear plants with outlining their compliancy of Federal Regulations to obtain funding. These matters included processed being created, published, practiced and knowledge with plant employees at large. HCL of America Atlanta, GA 03/2015 – 10/2020

System Administrator

• Under minimum supervision, I perform a variety of professional, technical and analytical duties in the operation of enterprise, client/server and desktop computer systems and networks at Cox Enterprise. The duties include work in the areas of user and systems requirements and analysis, applications development and maintenance, computer systems support, network design and maintenance, and data/database analysis/administration. Provide deskside support for hardware/software tickets. I was also one of the editiors with Service Now concerning the knowledge based portion. I was charged with 5 entries per week as new or amended information.

• Support all mobile devices, administration, as well as the technical side for all Cox employees. I work in Dimension Data, as well as, Mobile Iron and Exchange Server 2013, to ensure all connections are in tact and troubleshoot some disconnects that might arise with the connect between the server and vendor (AT&T, Sprint, Verizon). Both with Mobile Iron and Dimenion Data, I was the adminstrator of those servers which I could query accounts, add features, and troubleshoot connecton constraints.

• Develops and implements comprehensive test plans to ensure that systems and programs are tested and debugged.

• Determines proper installation parameters for software and hardware, for smooth integration, transition and efficiency.

• Troubleshoot network connectivity on Cox Campus with various applications (in house/3rd party) and engage other support groups including vendors when it warranted. Cox Communication Atlanta, GA 03/2007 – 03/2015

Client Support Specialist III (Lead)

• Maintain scheduling for phone/deskside support for optimum efficiency and productivity. This was managed for 8 years using Cisco Call Manager. I was able to see the path of calls coming into our ACD system to the respective Helpdesk Analyst. I was also able to control call dropped due to long hold times by routing partition to our over flow team. I was responsible for maintaing Call Hold times under 4 minutes. When this threadhold is near breach, call partition was used as well.

• Focused on maintaining steady workflow and productivity, meeting service/productivity standards, and resolving operational problems and promote & supervise the importance of SLA with end users to the team.

• I help provide daily, weekly, and monthly employee metrics to the team and recommendations for improvement. I review metrics utilizing Six Sigma concepts and submit the outcomes to management. Duties also include receiving work tickets from three ticketing systems: Remedy, Heat, and Service Now.

• Responsible for providing technical hardware, software, and process support from a tier III support perspective. Worked as the liaison between the techs and management, when it came to problem tickets & certain protocols.

Dekalb Medical Center March 2003 – April 2006

Support Analyst Atlanta, GA

• Performed the role of LANDesk administrator, which included the following: o Collaborated with the asset managers to define technical requirements from the hospital perspective concerning HIPPA and various other standards to remain compliant with application updates and refreshes. This was a proactive analysis to secured the most seamless approach that would minimize data loss. o Analyzed unique business operational requirements and conducts research as the basis to design appropriate technical solutions to accommodate those functional needs. As the administrator, I had to determine which platform certain department application runs at it most efficient, and whether to apply a thin client to its architect. o Constructed complex MS SQL queries to mine data in LMDS based on business rules defined by Asset team members.

o Lead other departments with their metrics which LANDesk monitored the health of the workstation from application integration to hardware integrity.

• Performed Deskside hardware analyst with supporting 3 campus. This consisted with an environment of Dell Desktops, laptops, and tablets. I was responsible with the maintenance of any hardware failure and replacement of parts. This often included working directly with the vendor Dell with replacements outside of the department scope. I was also responsible with data pulls, which consist with making an area data ready with the installation of Ethernet cables.

Organizations:

• Alpha Phi Alpha Fraternity, National Society of Leadership & Success, Toastmasters club, International Business Club

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