Information Technology Specialist

KENNETH M. JAMES

Calumet City IL.

adusil@r.postjobfree.com

Home 708-***-****

Cell 708-***-****

Professional Skills

Windows Server 2012 R2 and Secret server support

• Active Directory account creation and password resets

•Dell VMware server with Dell D.R.A.C and VCenter support with SDWAN routers

• UCaaS, VOIP, Teams, Skype for Business, Polycom phones and Lync server support

• Management of iPad, iPhone and Android mobile devices with Intune and AirWatch

• Setup of IVCI and Solstice Pods Video and Audio conference equipment

• OneDrive and Share file FTP hosting service

• Office 365, 2016 and Mimecast support

• Use of multiple Ticketing Systems like ConnectWise Manage and KACE

• SCCM, ISO, Ghost and Desktop Automated Reimaging Systems

• QNAP/NAS storage unit support

Professional Experience

Network Support Specialist at Kraft Kennedy 3/2020- Present

Remote support to our geographically diverse nationwide clients using industry standard remote connections like “Connect Wise” and “Automate Control Center”. Also, internal ticketing systems like ConnectWise Manage monitoring consoles and more. Assisting end users and their onsite IT staff with a broad range of computer application problems, Using Document Management Tools like iManage, NetDocs and WorldDox. Skype for Business, Teams, O365 and Mimecast email security as well. Server issues with virtualization, SAN storage, AppNetta, and Secret Server security. Escalation of issues and interact closely with third-party vendors and other team members helping manage the resolution of complex client issues. Contribute to special internal facing projects, as assigned, to facilitate the growth of the Support Practice Group and Provide regional and local on-site client support as needed.

Information Technology Specialist at Gannett Fleming 2/2017-3/2020

On Sight Server 2012 R2, Desktop, Notebook tech support agent with K.A.C.E ticketing system. Responsible for the service and maintenance of our Chicago, St. Louis and Wisconsin locations

utilizing remote access via RDP or Log Me In remote software. Performing UCaaS VOIP with Jabber Softphone software rollouts. SDWAN Cisco router rollouts and maintenance. Updates and configurations of VMware servers via Dell D.R.A.C card and VCenter tools. Performing rollouts of standard issue and preparatory company software applications. Secure PC functionality with Sophos anti-virus software and Bit locker encryption. Moving and patching ports on switches for new or existing users. Utilizing Share File and OneDrive FTP hosting service. Active Directory account creation and password resets. Office 365 and 2016 support. Experience and knowledge of Gannett Fleming business applications like, CAD, Bluebeam Revu, ProjectWise, and Micro Station.

Software/Network Technician – at VOA now Stantec (Through Robert Half Technologies) 9/2015-2/2017

Netrix phone system management. Imaging systems with SCCM. Kaspersky antivirus, Outlook 365 and 2010 support. Remote troubleshooting, and credential management with Lync. Active Directory account creation and password resets. Box.com file hosting account setups. Experience working with and troubleshooting multiple Microsoft applications. Working Knowledge of common business applications like Bluebeam Revu, SketchUp 2015, Revit 2015 and InDesign.

Software Technician at Transwestern Commercial Real Estate Agency 4/2014-9/2015

At Transwestern, imaging systems, installation and troubleshooting of corporate software on Windows 7 and 8 machines and network devices. Responsible for the setup of Scan to E-mail from printers. MAC repair, administration and management of IPhone and Android mobile devices with Air Watch software. Kaspersky antivirus. OneDrive file hosting setups. Password resets with the use of Active Directory. Overseeing operations of NAS/QNAP storage units at corporate locations. Configuration and installation of MS Lync Polycom phones directly and from Lync server. Outlook 2010 and 2013 support. SCCM support with DELL KACE database. Utilizing Remote access with “Log Me In” software. A Tier 3 tech assisting Tier 1, Tier 2, and Tier 4 support teams with issues that require on-site intervention with Service Center ticketing system.

Lead hardware/Software Technician at WellPoint, Inc. (Through RMS Computer Corp) 3/2010-4/2014

Lead Software\ network Technician on sight with WellPoint. Responsible for the configuration of laptops, desktops, printers, Blackberry’s, air cards MIFI’s, and I Pads. Answering T.S.R.M originated service calls. Accurately detailing problems reported, and all steps taken to resolve issues within the environment. PC / Laptop refreshes using D.A.R.S, “Desktop Automated Reimaging System”, and E.D.M.P, “Enterprise Desktop Management Portal” imaging databases. Assisting in the setup and connectivity of IVCI video and auto ELT conference meetings. Moving and patching ports on switches for new or existing users. Responsible for Avaya IP Office telephone systems setup. Servicing customers with TSRM / Tivoli Service Request Manager. This also is done on sight, or remotely through Dame Ware or Microsoft Lync.

Hardware/Software Technician at JPMorgan Chase (Through Peak Systems)

8/2009-2/2010

Responsible for all types of break fix work on laptops desktops and printers. Servicing customer

within an assigned territory or named location. Along with imaging or re-imaging laptops and desktops for any new or existing users.

•Placing users on assigned domains needed

•Applying proprietary applications needed on users’ systems from a Windows network

•Setting up e-mail / Lotus Notes or Outlook after imaging

•Work on complex problems where analysis of situations requires an evaluation of intangible variables.

EDUCATION and CERTIFICATIONS

DeVry University: 1992-95 Associate Degree: in Electronic Engineering. Certificate of Achievements in Dell Servers, Notebooks and Desktops. SPN’s #80-Desktops support, and #903-Netservers support and troubleshooting in HP’s Data Base. More pending.

References

Ryan Weatherby - Support Practice Group Assistant Team Lead at Kraft & Kennedy, Inc.

847-***-****

Jefferson Co - Support Specialist at KraftKennedy 808-***-****

Marcelo Esparza - Technical Support Supervisor at Troy Design and Manufacturing

Mike Lucas - Regional IT Manager at Gannett Fleming 412-***-****

Ryan Kirk - Desktop Support Supervisor at Stantec 312-***-****

David Wright - Coyote Logistics Senior Engineer 773-***-****

Tim Tyler - Data Analysts-Resources IT- 773-***-****

Dwayne Stallo - Senior Director, Information Technology Services Transwestern Commercial Services LLC 972-***-****

Contact this candidate