Team Member Support Manager
Resume:
James D. Fisher, Sr.
Eleven Four Five Four Palmers Green Drive
Peyton, Colorado 80831
****@***.***
Objective
I am seeking to manage innovative ideas into actuality, by working as a team member or alone. I have the knowledge to help facilitate and implement change, by coordinating between a diverse group of department Directors and staff.
Experience
2015-Present: IT Engineer; ADT
I currently support applications used to remotely program Security Panels installed by ADT Residential Technicians, P1 Commercial Technicians, and authorized Dealers. I am responsible for the day-to-day maintenance, monthly patching, and upgrades of these applications. I also performed integrations and reverse engineering of these same or different applications acquired through company acquisitions or takeovers by ADT and or P1. I support Virtual and Physical Servers to include patching, bios updates and replacement of malfunctioning hardware. I provide support for the remote Central Station Technicians using our Virtual Desktop Infrastructure and Modem Pool, both constructed because of COVID. I support the different communication paths these application use like GSM, Broadband and PTSN communication. I am the Subject Matter Expert for these applications and collaborate closely with vendors like Honeywell, DMP, JCI, Bosch and UTC to ensure these applications stay operational.
2012-2015: Product Support Manager; ADT
As a Product Support Manager, I was the Subject Matter Expert for business-critical applications and met weekly with Vendors like Honeywell, DSC, and UTC to improve overall functionality of these supported applications. I provided Server maintenance in support of these same business-critical applications, which included being on call 24x7x365. I conducted monthly focus groups with peers and subordinates to solicit feedback on ways to improve these business-critical applications. I implemented new tools and enhancements to improve the overall end user experience or speed up a performed process. I supported over four hundred end users in locations ranging from Aurora, CO, Irving, TX and Jacksonville, FL. I responded to end user request for services through a Remedy Ticketing System in support of the ADT Field Support Centers.
2010-2012: Field Technical Services Senior Analyst; Dell
I performed the duties of Site Lead at ADT, resolving and escalating end user request for service. I supported approximately sixteen hundred employees, to include supporting offsite training and business meetings. I managed, planned, and coordinated various business critical projects to include directly managing onsite contractors at multiple locations. I helped maintain an above ninety-eight percent rating for Service Level Agreements by resolving reported issues on a variety of hardware and business critical applications in a timely manner.
2008-2010: Field Technical Services Analyst; Dell
As a Technical Analyst I resolved end user requests for service to include installing or troubleshooting hardware and software problems supported under a Service Level Agreement. I managed user accounts within Active Directory to include assigning application groups and resource permissions. I added and maintained Knowledge Base Articles used by helpdesk Agents and End Users. I provided direct technical support for the different ongoing projects at Xcel Energy.
Professional Skills
Windows XP, Vista, 7, 8, 10
Active Directory Management
Windows Server 2016, 2019
SQL Server 2016, 2017, 2019
Remedy
Office 365
Virtual Desktop Infrastructure
Net Modem Server
Citrix Director and XenApp Console
Education
2010 CompTIA A+ Essentials Certification
2007-2012 Certified Dell Systems Expert
2003-2004 DeVry University\ Bachelor of Applied Science\ Technical Management; 3.72 CGPA
2001-2003 DeVry University\ Associate of Applied Science\ Network Systems Administration; 3.45 CGPA
Work History
2015-Present IT Engineer\ ADT; 92K (Active) Secret DOD Clearance
2012-2015 Product Support Manager\ ADT; 78K (Active) Secret DOD Clearance
2010-2012 Field Technical Services Senior Analyst\ Dell; 54K (Active) Secret DOD Clearance
2008-2010 Field Technical Services Analyst\ Dell; 44K
2007-2008 Desk-side Support\ Computer Merchant; 30K
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