JAMES CLEOPHAT

Spokane, WA *****

Tel: 201-***-****

aduwlo@r.postjobfree.com

Certified Information Technology Manager

Dynamic, results-orientated IT Professional with over twelve years of experience developing and managing complex infrastructures for industry leaders. Strong expertise in the design, installation and configuration of network systems to drive company growth and technical innovation. Strong project management skills, with proven ability to direct large-scale development and installation projects and deliver on time and under budget. Proficient in determining system requirements and resolving technical issues quickly. Skilled in providing effective leadership in fast-paced, deadline driven environments. Able to lead and motivate teams. Outstanding presentation and communication skills with superior technical knowledge to coordinate with stakeholders and clients to solve complex IT issues.

Core Competencies

Team Leadership

Network Administration

Network Enhancement

Network Security

Server/Desktop Virtualization

LAN/WAN

System Maintenance

System Backup/Recovery

Troubleshooting

Administration

Mentor

Professional Experience

Sr. IT Remote Technician at Bank Of America 4/2020 – 11/2022

Responsibilities include but not limited to end to end resolution of incidents within the ITSM framework, assisting with software deployment, provisioning hardware requests, assisting in maintaining the fluid assignment of incidents in the ticket management queue.

Excellent knowledge using and troubleshooting Windows Operating System, Microsoft Office Suite, Internet, GPO, printer, core applications & networks

Hardware and software troubleshooting and resolution.

work well in a team environment.

Experience with client escalation and problem management.

The role involves troubleshooting of Microsoft operating systems, applications, and proprietary systems.

Software deployment via remote console.

Facilitates the resolution of both reactive and proactive problems throughout the service lifecycle.

Close, resolve or escalate customer tickets using ITSM ticketing system.

Office 365 Add and delete users, restore users and also reset user's passwords if they forget it.

Expertly performed data recovery on failed hard drives using various hardware and software tools

managed the maintenance, analysis, checking, cleaning, and troubleshooting of computer systems, hardware, printers and computer peripherals, Mac and Apple.

IT Consultant at Ralph Lauren, Nutley NJ, 5/2019 – 4/2020

Clarify a client's system specifications, understand their work practices and the nature of their business

Consulting staff from different parts of a client's organization

Analyzing an organization’s data

Determining information system requirements and defining project objectives

Making recommendations, such as suggesting appropriate hardware, software and systems

Designing, installing and trialing new systems and software, and fixing any issues that arise

Compiling and presenting information

Build, configuration, setup and installation

Writing reports and documentation

Repairing computer problems and removing viruses, troubleshot, configuration and setup.

Organize training for users and other consultants

Responding to feedback.

meet with clients to determine requirements

Work with clients to define the scope of a project

Travel to customer sites, present solutions in written or oral reports

Fairway Architectural Railing Solutions Hamilton, NJ 11/6/2017 to 6/2018

IT Specialist

Office 365 Add and delete users, restore users and also reset user's passwords if they forget it.

install and configure computer hardware operating systems and applications

monitor and maintain computer systems and networks

talk to staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues

troubleshoot/break-fix system and network problems, diagnosing and solving printers, hardware or software faults

replace parts as required

provide support, including procedural documentation and relevant reports

Log and track ticket requests and calls using Service Now ticketing system.

follow diagrams and written instructions to repair a fault or set up a system

support the roll-out of new applications

Played an instrumental role in companywide migration from Windows 7 to Windows 10

set up new users' accounts and profiles and deal with password issues

respond within agreed time limits to call-outs

work continuously on a task until completion (or referral to third parties, if appropriate)

prioritize and manage many open cases at one time

Build and image desktops/laptops, MAC’s for IMAC and refresh request.

rapidly establish a good working relationship with customers and other professionals, such as software developers

test and evaluate new technology Mac and Apple

conduct electrical safety checks on computer equipment.

Micromen Electronics LLC New Milford, NJ 9/2016/ -11/2017

IT Technician Consultant

Consulting staff from different parts of an organization

Determining information system requirements and defining project objectives

Making recommendations, such as suggesting appropriate hardware, software and systems

Designing, installing and trialing new systems and software, and fixing any issues that arise

Compiling and presenting information

Writing reports and documentation

Repairing computer problems and removing viruses including MAC and Apple

Training users

Responding to feedback.

Close, resolve or escalate customer tickets using Remedy or Service Now ticketing system.

Office 365 Add and delete users, restore users and also reset user's passwords if they forget it.

Expertly performed data recovery on failed hard drives using various hardware and software tools

managed the maintenance, analysis, checking, cleaning, and troubleshooting/break-fix of computer systems, hardware, printers and computer peripherals, Mac and Apple.

Responsibilities include imaging and configuring PCs, MAC’s that are required to fulfill incidents, IMAC, and Refresh projects.

Experience in Windows 7, 10 and 2012 server.

Installed, configured, tested, supported, maintained, and performed troubleshooting of in-house hardware nd software which included computer systems, desktops, network, peripherals, communication links, cabling, and equipment while ensuring minimal downtime to end users.

Horizon Health Center Jersey City, NJ 3/2015 -6/2016

IT Helpdesk Support Supervisor

Responsible for assuring users are provided efficient and timely first and second level support on a 7x24

basis.

Provides staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephone functions.

Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems.

Maintains a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels.

Invokes problem escalation procedures to coordinate recovery and Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found.

Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.

Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through.

Responsible for all desktop, laptop and printer break/fix issues

Provided resolution and assistance to windows related problems.

Addressing user tickets regarding hardware, software and networking.

Contributes to departmental productivity and development objectives by participating in training programs.

Accurately communicates pertinent information and assists in the development and implementation of quality improvement programs for assigned department.

Performed PCs/Mac installations, Moves, Adds, Changes (IMAC) and reconnect

Performs other related duties as assigned by Chief Technology Officer for the purpose of ensuring the efficient and effective functioning of the Health Center.

Prepares written materials (e.g. procedures, system level documentation, reports, memos, letters, etc.) for the purpose of documenting activities, providing written reference, and/or conveying information.

Recommends equipment, supplies and materials for the purpose of acquiring required items and completing jobs efficiently, researches trends, products, equipment, tests, etc. for the purpose of recommending procedures and/or purchases.

Responds to emergency situations as needed for the purpose of resolving immediate concerns.

Responds to inquiries from a variety of sources (e.g. staff, administrators, Health Center personnel, outside vendors and service providers, etc.) for the purpose of providing technical assistance and support.

Trains Health Center staff (primarily within the technology area) for the purpose of ensuring their ability to use new and/or existing operating systems, application software, support, maintain EMR, EDR hardware and software systems.

Office 365 Add and delete users, restore users and also reset user's passwords if they forget it.

North Hudson Community Action Corp West New York, NJ 7/2007 -6/2015

IT Support Specialist/ IT HelpDesk manager

Managed, trained and mentored numerous technical employees on improved methods to troubleshoot a vast array of complex technical problems

Provided exceptional customer and technical service while promptly responded to calls on problems related to workstations, printers, and digital scanners serving over 900+ end users

Ensured top level customer service and prompt resolution which included the escalation of problems to appropriately experienced technicians as necessary

Responsible for the installation, commissioning, and testing of routers, as well as the transportation of network equipment and other network devices in new and existing networks to maximize network productivity and reliability

Performed complex troubleshooting of Windows operating systems and addressed hardware and network issues to maximize end user efficiency

Office 365 Add and delete users, restore users and reset passwords, Also I had helped the implementation as well.

Perform install, move, add and changes as required.

Appropriately added devices to the network and proactively managed user accounts creation which include the setup of e-mail exchange, resetting passwords and creating and updating user accounts and permissions using Active Directory

Performed setup of HP priners and field service repair, Familiar with Remedy Ticket Service

Managed the installation of software applications including Microsoft Office 2003 Professional Suite, Symantec Security Client, McAfee Client, Windows XP, and Windows Server 2003 – additionally created new computer accounts in Active Directory, as well as created DHCP reservations

Efficiently coordinated the configuration and installation of all personal computers and terminals within the business unit locations

Expertly performed data recovery on failed hard drives using various hardware and software tools

Managed the maintenance, analysis, checking, cleaning, and troubleshooting/break-fix of computer systems, hardware, printers and computer peripherals

Completed software upgrades and coordinated with the appropriate warranty vendor regarding essential hardware repairs

Installed, configured, tested, supported, maintained, and performed troubleshooting of in-house hardware and software which included computer systems, desktops, Mac and Apple, network, peripherals, communication links, cabling, and equipment while ensuring minimal downtime to end users

Conducted research to address hardware/software issues and products – solved complex problems to specifically identify various hardware/software problems and ensure a prompt and accurate resolution

Created, modified, deleted, maintained, and monitored system access IDs for corporate e-mail system, LAN, Enterprise Server (RACF) application, HOD and subsystems (Windows Server 2003/2016 R2 and Active Directory), Remote Access, web browsing, and application level security databases

Reviewed, verified and implemented security requests

Proactively performed system access reviews to ensure compliance with corporate security policies and standards

Additional Employment:

Backer and Taylor, Bridgewater, NJ: 2002 – 2004, Shipping and Receiving Coordinator

Fed Ex Corporation, Newark, NJ: 2000 – 2001, Cargo Handler

Education Certifications

VTC Online University

Certified SharePoint; Citrix Gateway Advanced 4.5; CompTIA A+; CompTIA Project+; Microsoft Certified Desktop Support Technician (MCDST); Microsoft Project; Ortronic Copper/ Fiber Installation; TCIP/IP; Windows 95/NT/XP/7&8/10; Windows Server 2000/2003/2008/2012/2016 R2/Mac/Apple

Drake College of Business Elizabeth, NJ

Microsoft Office User Specialist

Chubb Institute New Brunswick, NJ

Network+

Technical Skills

Operating Systems: Windows XP/7/8/10/Vista/2003/2008R2/ 2012 and 2012r2/2016 R2

Software: VMware vSphere Virtualization, EClinicalWorks (EMR), ScriptLogicHelp Desk Authority, Solarwinds Orion network performance monitor, Symantec endpoint protection, AVG, Microsoft Exchange, Microsoft Office, Office365, Informa Software Image Quest, Active directory, office 365, SpiceWorks, TeamViewer, Dameware, Fresh desk.

Networking/Protocols: TCP/IP,DNS, DHCP, ICMP, Ethernet, RDP, LAN, WAN, Punch-down blocks, Patch Panels, Tone tracer, Active Directory, switching

Hardware: Desktops, Laptops, Servers, switches, Hubs, Printers, Mac, Apple

Additional Credentials

Languages

English/Haitian Creole

Volunteerism

Community Action Volunteer work such as: Aids Walk and Fight Against Obesity

References: Available Upon Request

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