James Thomas Moradian

***** ************* ***** *****, ************, Florida 32225

Cell 860-***-**** ** adtnls@r.postjobfree.com

Professional Profile Summary

A result driven, proactive Desktop Support Technician with 25+ years of demonstrated technical, superior customer focused service and teambuilding skills. Experienced working in high volume/production environments resolving technical related problems in a timely and professional manner.

Professional Experience

OneCall Medical Jacksonville, FL

Onsite Technical Support II August 2022 – November 2022

Onboarding new hires utilizing Fedex website in order to ship out equipment to remote workers of OneCall nationwide. Imaging HP laptops with Windows 10 OS and setting up profiles using AD and installing software on request.

Truist Bank (ICONMA Staffing) Jacksonville, FL

Remote Technical Support February 2022 – May 2022

Scanner hardware and software support for various clients for check scanning purposes

Deutsche Bank (HCL/PTY Tech Staffing) Jacksonville, FL

Contract On-site Support: Senior System Engineer September 2021 – January 2022

Citrix environment Windows 10/Office 365 support of 2000+ employees on Wyse/lean laptops.

Bank of America (BC Forward IT Staffing) Jacksonville, FL

Contract Remote Support: Help Desk Support Level 2/3 March 2021 – August 2021

Remote help desk support of Bank of America employees nationwide troubleshooting VPN, Outlook and Office 2013 issues in a Windows 10/Virtual Citrix environment. Utilized smtools for software installation and Remedy ticketing system for tracking ticket requests.

Cigna/EviCore (Conexess Group) Jacksonville, FL

Contract Remote Support: Help Desk level August 2020 – November 2020

Remote help desk support for EviCore/Cigna employees nationwide troubleshooting Meraki hardware Network connections, VPN/Office 2013 issues in a Windows 7/10 Virtual Citrix environment.

James Moradian

Cognizant @ Connecticare Farmington, CT

Onsite Senior System Support Engineer May 2019 – June 2020

Onsite technical support assisting customers with hardware and software related issues in a Windows7/10 Virtual Citrix environment. Supported VPN users using Global Protect, SCCM for imaging and installing software and Director to remote support Citrix Wyse and Meraki VDI users.

NSC Global @ Conduent East Hartford, CT

System Support Technician September 2018 – May 2019

Supporting Affordable Healthcare CT and Husky onsite employees troubleshooting PC and web applications. Updated tickets in ServiceNow ticketing system. Performed onboarding and offboarding of employees.

Eversource (E2 Recruiting) Berlin, CT

Windows 10 Deployment Support Technician/Trainer December 2017 – August 2018

Provided classroom training to clients using Windows 10/MS Office 365 on Lenovo desktop/laptops devices. Deployed new devices on-site and in the field. Provided technical deskside support using Active Directory and remote access to assist customers with technical related issues. Support of VPN users using Pulse Secure to gain access to the companies network.

Professional Technical Experience

Network Support

Provided Cisco Linksys router support for Aetna work at home employees nationwide.

Troubleshoot VPN wired and wireless WPA\WEP issues.

Knowledgeable of TCP/IP, DHCP, DNS networking concepts.

Set up pre-configured Linksys routers and shipped via UPS to remote work at home employees.

Monitored queue, e-mail and responded to tickets on Aetna's Single Point of Contact System.

Maintained excellent relationships with Aetna work at home clients resolving equipment problems.

Desktop Support

Identified and performed critical diagnostic and troubleshooting of hardware and software issues.

Supported mobile devices including Blackberry's and Verizon phones.

Phone support to remote users on VPN (Pulse Secure and Global Protect) and other software related issues.

Implemented PC rollouts to replace older PC\laptops with newer models.

Remedy to log service calls and update ticket information.

Exceeded desktop support service level agreements and received service compliments from users.

Maintained inventory and documented equipment failure.

Quality Tester

Process Improvement - Project Management - Documentation

Created documentation and procedures for technical services teams.

Provided customer support for quality assurance testers nationwide at United Health Group.

James Moradian

Professional Technical Experience

Network Support

Troubleshoot VPN wired and wireless WPA\WEP issues.

Knowledgeable of TCP/IP, DHCP, DNS networking concepts.

Set up pre-configured Linksys routers and shipped via UPS to remote work at home employees.

Monitored queue, e-mail and responded to tickets on Aetna's Single Point of Contact System.

Maintained excellent relationships with Aetna work at home clients resolving equipment problems.

Desktop Support

Identified and performed critical diagnostic and troubleshooting of hardware and software issues.

Supported mobile devices including Blackberry's and Verizon phones.

Phone support to remote users on VPN (Pulse Secure and Global Protect) and other software related issues.

Implemented PC rollouts to replace older PC\laptops with newer models.

Remedy to log service calls and update ticket information.

Exceeded desktop support service level agreements and received service compliments from users.

Maintained inventory and documented equipment failure.

Quality Tester

Process Improvement - Project Management - Documentation

Created documentation and procedures for technical services teams.

Provided customer support for quality assurance testers nationwide at United Health Group.

Maintained application defect log in Quality Center for tracking purposes to reduce performance issues on a variety of business applications, i.e., Adobe Acrobat, web-based applications.

Education

Connecticut Computer Service - Plantsville, CT - 2010 Network + course

Computer Processing Institute - East Hartford, CT - Diploma - Electronics - Computer Technology

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