Customer Support Help Desk

JL

JAMES MICHAEL LEE

**********@*****.*** 240-***-**** Oakton, VA 22124

Tech-savvy Solutions Engineer thriving in a dynamic environment and working independently with little to no supervision. Proven knowledge and expertise of Network infrastructure and MNS technical platforms. An excellent attention to detail with a concern for ensuring accuracy, clarity and quality of work. Project management

Instructional design

Application support

Business process improvement

Testing and debugging

Conflict mediation

Nauticon Imaging Systems

Xerox Analyst / Solutions Engineer

01/2016 - Current

EFI Expert Certification

Analyzed customer requirements and provided resolutions accordingly. Performed technical assessments and prepared documents as per customer specifications.

Administered and collected all technical inputs and prepared presentations for validation solutions.

Provided leadership, direction and strategic planning for business unit operations, labor management, business system demand management and business transformation.

Led strategic planning and execution of user assistance documentation, product training and self-support for knowledge solutions. Nauticon Imaging Systems

IT Help Desk Support/ Construction

Project Manager

01/2011 - 01/2016

Planned, organized and managed crews and subcontractors through expert communication and handling of work orders and purchase orders. Built relationships with engineering staff and coordinated with vendors and contractors to align timelines, phases and work to be performed across projects or shutdowns.

Interpreted blueprints and plans and relayed information to team of workers.

Prepared and submitted daily work-site reports, weekly invoices, payroll and overtime requirements.

Customer Support Help Desk

Firewall and router management

Third party software management

On Boarding New Clients

Professional References Jon McCambridge (Owner of MLM Home Improvement) - 703-***-**** Ian Velinsky (Sales consultant for Hyper Office) - 202-***-**** Isaac Chalom (Walter Reed Lab Manager) - 301-***-**** Summary

Skills

Experience

References

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