James Kotel

Charlotte NC · Phone 931-***-**** · adstlf@r.postjobfree.com

SUMMARY:

I am a strong analytical thinker with a background in technical Troubleshooting, Documentation, phone support and deskside support. I wish to ultimately move into a project lead / management role for IT Service. My previous involvement in ITSM changes for service management and my previous hands-on approach with testing, knowledge article writing, deskside support and network diagnosis allows me to consult with many people of various specializations effectively. EDUCATION/CERTIFICATION:

EDUCATION: Austin Peay State University Information Systems Fall 2011 – Spring 2016 LAB FOUR CAREER DEVELOPMENT CENTER JULY 2019 - SEPTEMBER 2019 Certifications: ● Microsoft Technical Assistant (MTA): Windows 10

● Microsoft Certified Professional (MCP): Windows 10

● A+ (601 only)

● Server+ training complete: Exam Pending

References:

TODD SMITH 704-***-****- TEAM LIGHTING (FORMERLY STERLING TECHNOLOGY SOLUTIONS MENTOR) BREE SHERROD 267-***-****- PIKE ELECTRIC (IT ANALYST WITH PIKE, WE WORKED ON THE SAME TEAM) KEVIN JOHNSON 512-***-****- BAE SYSTEMS INFO&ELEC SYS INTG (TOOK A CALL AND HAVE DISCUSSED IAM AT BAE) JAMES ELMORE 704-***-****- SERVICE TECHNICIAN FOR DEPT VETERANS AFFAIRS (PERSONAL REFERENCE) COMPETENCY:

Hardware

● Windows PC troubleshooting

● PC / laptop Build and Repair

● Peripheral installation

● Driver Troubleshooting

● Printer Troubleshooting

● Printer Setup / Print Management

● Imaging

● Wintel Server Troubleshooting

● Dell Poweredge Series Maintenance

● Server Provisioning

Software

● Application support / Tshoot

● Deltek Costpoint 7, PowerTrac

● Vsphere, vmware, lansweeper

● Carbonite / Commvault Backups

● LogMeIn, Lansweeper, Bomgar

● SCCMRemote Viewer, WebX

● Active Directory, CyberArk, IDVAULT

● Windows 10 Troubleshooting

● Smart Card Management and Nav

● Capc / SOI / Spectrum RMM

● IDRAC, Omsa Server mgmt

● DFS, Fileshare mgmt, ACL mgmt

● Windows Server 2008, 2012 R2

● Windows Server 2016, 2019

Business Skills

● Troubleshooting

● Documentation

● De-escalation

● Minimizing SLA Breaches

● Fast Learner

● Actively Seeks Responsibility

● Analytical and Empathetic

● Values Constructive Criticism

● Independent / High Trust

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WORK EXPERIENCE:

BAE Systems Charlotte, NC October 2020 - Current

Wintel Systems Administrator / Server Manager

● Remotely Monitors and Managed Windows Physical and Virtual servers Via Capc, SOI, Spectrum and Vsphere Performs routine Remote Server Maintenance and works with RDC techs to perform physical maintenance

● Provisions Windows servers including installation and setup of Backup Solution (Commvault)

● Sets up Bridges to solve standing outages and documents change management / resolutions

● Works as a Remote support Server Specialist for Large projects including current data center migration in Texas

● Creates FIleshares, AD groups Remote folders and Manages Access Control Lists for over 30k Users

● Creates Scripts for File Migration as well as internal Automation Mainly Robocopy and remote Data capture via powershell

● Primary Escalation Point for tier 1 helpdesk and Desktop support teams across the company

● Diagnoses hardware, software, web browser and driver issues and generally anything tier 1 and desktop could not solve

● Cisco Anyconnect VPN offsite and network troubleshooting for onsite machines

● Diagnoses Problems with Software such as Deltek, Jira, Exostar, deltek and access request and works with asset management to remedy the issues

● Resets Passwords for deltek sub contractors (sticcs) and assists Callers in navigating Deltek Costpoint 7 to complete their timecards. Troubleshoots SSO setup for the application as well

● Troubleshooted RDP issues

● Performed network troubleshooting through the use of tracert, nslookup, Ipconfig, ping and their accepted arguments

● Troubleshooted External devices such as printers, routers and smartcard readers

● Ticketing and documenting in SNOW of diagnosis and resolutions

● Targets High SLA tickets Regularly to ensure as few Breach as possible.

● When Problems couldn’t be solved, engages appropriate teams to create a resolution

● Used to work helpdesk for about 6 months and still helps take calls occasionally The following section will be about VMware experience used every day in this current role:

● Remotes into, powercycles and monitors guest OSs via VMware Web Console for 3 RDCs

● Disables, enables and sets static NIC IPs for servers in the middle of migration, replacement or decommissioning

● Takes and Reverts snapshots as well as monitors servers event logs during changes

● Monitors and reports on CPU and memory metrics using vsphere client, This includes detecting Memory ballooning on the ESXI host and determining CPU wait and ready times for visible HA clusters.

● Hot adds Storage, Ram and vCPU on an as needed basis dependent on monitoring statistics and available storage completes via expand volume in disk mgmt

● Troubleshoots Server roling and rdp access issues for new IT server owners during initial commissioning

● Primarily operates through Vsphere web client 6 for server management

● ESXI visibility granted on as needed basis.

● Less common projects include performing a new server stand from start to roling, including adding license keys. and provisioning commvault backups to a new vmware server (must match CV dips to NIC frontnet and backnet IP of target VMware machines.)

Scent Air Charlotte, NC July 2020 - Oct 2020

Flex Role

● Subject of Ransomware, was tasked with low level IT tasks and hardening systems

● Used SNOW to document tickets and assist users with basic IT needs

● Helped in the warehouse to update printers and set up new machines

● Went through all company assets to set up a proper VPN via forticlient

● Swept each machine for residual files of the ransomware attack Avid Exchange Charlotte, NC April 2020 - May 2020

Windows 10 Migration

● Responsible for Replacing monitors, printers and other assets within the company to new updated equipment

● Set up Windows Surface Tablets and new Dell Laptops Via Pixie Boot

● Monitored all machines to ensure information transfer via onedrive was complete

● Assisted Tier 1 with any tickets associated with new Asset Rollout

● Assisted in deployment of new mobile devices towards the end of the contract Sterling Technology Solutions Charlotte, NC December 2019 - March 2020 Service Engineer

● RMM of client PCs through Automate Control

● Alternate RDP with Quick Assist

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● Imaging and building client laptops and desktops

● Administration and VPN management through SonicWall Firewalls

● Onsite support and infrastructure work, Data drops, WAP installations.

● Set up of a Hyper V server

● Office 365 management for emails, passwords and licensing

● Troubleshooting laptop hardware, connectivity, vpn, windows 10 office and other software installation issues

● Network Sharing, Software push and Printer management for clients

● AD password Resets and remote administration including new employee creation and emp terminations

● Diagnosed Firmware and hardware problems for Dell Docking stations and Laptops + Desktops

● Tier 2 onsite work in Charlotte area for hardware installation and OS/software troubleshooting including mobile devices

● Ticketing and documenting in Connectwise Manage

● Macosv10.15 “Catalina” limited support

Cigna Healthcare Clarksville, TN Sept 2019 - December 2019 Windows 10 Migration Analyst

● Answers phone calls for UAC issues

● Skype/BOMGAR RDP

● Scheduling Appointments for Win10 deployments

● Deploys new Win10 Laptops and ensures Necessary software is installed

● Software pushed into software center through flexera

● Troubleshooting for OneDrive to ensure Office 365 Work moved over

● Troubleshooting VPN issues by reissuing RSA tokens and resetting pins

● Use of cyberark to give temp admin rights to standard account users

● Mapped Network Drives and Printers for Departments and downloaded drivers for printers

● Performed AD lookups for absent Drives and manually reconnected / troubleshooting

● Ticketing in SNOW

● Issuing Fedex shipping labels for documenting and returning windows 7 machines

● Floor Support and Workstation setup including monitors, cabling, office suite and configuration issues

● Outlook supported through EAC and spam filter was mimecast Cigna Healthcare Clarksville, TN July 2018 - April 2019 Remote Desktop Support

● Phone support for Self Service password resets and Outlook Problems

● Used Teamviewer to RDP and assist with printer problems/ driver issues

● Assisted setting up windows 10 accounts for OOBE ● Assigned Field technicians for installation of new IT equipment

● AD Password Resets

● Ticketing through SNOW

● Performed PC Resets

● Mobile support for Iphone 5 and 6

● Left to obtain certifications MTA + MCP through Lab Four Career Development Center 3 of 2 James Kotel

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