Jimmie Kelley

Anaheim, CA *****

571-***-****

adyo4p@r.postjobfree.com

Field Engineer

Strategic Planning & Analysis

Quality Assurance & Control

Customer Satisfaction & Retention

Business & IT Alignment

Technology Management

Project Management

Training & Development

Team Building & Leadership

Risk & Time Management

Highly focused and results-oriented professional with extensive experience in providing effective technical solutions in a variety of IT environment.

Adept at providing services including ServiceNow ITIL Incident Management, LAN/WAN topologies, routing and switching, VLANs, DNS, DHCP, SSL, SSH, Bitlocker, Windows 10 / Microsoft server 2008 and 2012 network administration, VPN, IDF/MDF buildouts POS systems installations, IP routing /switching, windows migration, and virus mitigation.

Skilled in maintaining network environments, training customers, repairing failures, documenting inquiries, configuring systems, and leading projects to help meeting company goals. Incident mitigation ServiceNow

Instrumental in formulating concepts, managing risk, creating and implementing strategic plans that exceed business objectives.

TECHNICAL PROFICIENCIES

Protocols:

ISO/OSI layers, Ethernet, LLC (802.2), T1/T3, FDDI, ATM, ISDN, Frame Relay, X.25, SONET, SNA SDLC, IPSEC, TCP/IP, IPX/SPX, OSPF, PPP, HTTP, TACACS, CHAP, PAP, Cable DOCIS.

Operating Systems / Software:

Windows 2000, HP OpenView, Cisco Works, DNS, NETSYS, Lotus CC-Mail, Mac software, ARCserve Backup Software, Microsoft Exchange, Novell NMS, Microsoft Office,

Exceed, X Windows.

Hardware:

Sun workstations, Cisco PIX Firewalls, Cisco 12000, 7500, 3000, 2600 Routers and Cisco 65000, 3500, 2900, 5000 Switches, HP Network Devices, US Robotics, DEC Equipment, Kalpana Network Hubs, Stratacom Devices, Adtran ISDN adapters, CSU/DSU’s,

Shiva Comm. Servers.

PROFESSIONAL EXPERIENCE

INDEPENDENT CONTRACTOR Los Angeles and Orange County Reginal Area, CA June 2013 –Present

Multi Vender MSP, RMM services contracted provider for Microsoft Partners (Fujitsu, IBM, ATOS, NSCGlobal, Level 10, and many others) Field Engineer, Onsite Deskside Support Engineer Technician, On-Call Project Management and Incident Mitigation Services Provider

Provide SLA installation, break/fix technical services with OSI model methods for all OEMs Dell, HP, Lenovo Workstations, Servers, and Laptops meeting and exceeding expectations and escalating when needed with documentation of work and report filing.

Support and install LAN/WAN, Telco, PBX, VoIP, Routers and Switches from Cisco,

Point of Sale, self- checkout, scales, scanners, printer, cash vaults, CCTV /DVR installation, cabling, upgrade and repair all hardware and software.

IP Routing and Switching, CLI interfacing on Cisco router and switch equipment.

Cat 5e,6,7, wired and wireless networking Wi-Fi 802.1 B, G, N, and AC/AX standards on 2.4 and 5,6 GHz routers, access points, and Patch panels 110/66 block connections and cross connections.

Conduct site surveys to document and provide inventory of client equipment for utilization, troubleshooting, and future needs planning.

Installation and troubleshooting using the OSI model.

Personnel and resource management when performing management roles.

Support Microsoft Windows 7, 10, and Microsoft Office 365 Administration.

Configure and administer Windows Server Active Directory, DNS, OU and Group policy, DHCP.

New hire complete setup and terminations account management.

Forgotten password account reset, MFA setup activities.

Microsoft Windows 10 and Server projects imaging and administration using PE/Ghost, SCCM, Intune

ConnectWise Automate and Manage for Remote support.

Webroot, McAfee, Sophos, Malwarebytes Anti-Virus Malware management, Datto MSP Tools

JAMF and Casper for Mac IOS management

Barracuda Email Spam administration, Knowb4 training administration.

Windows 7 to 10 migrations, data backup and restoration from local and remote, NAS, SMB, FTP, attached devices, network, and cloud locations.

Create and update service request, incident events for resolution handling in ticketing systems SNOW, ServiceNow, ConnectWise, Cherwell, ZEN-desk, and Remedy, TrackIT received from Phone, IM, SMS, Email, walkups and shoulder taps

Post Migration problem resolution of issues such as lost favorites, printers, drive mapping, best practice questions resolved in person, email, IM, SMS phone, and remote assistance in friendly easy to understand professional manner.

Provide training of new hardware, software and best practice procedures for executives, end user and office staff in an easy-to-understand friendly manner.

Build and configure workstations/servers, cabinets, and racks per customer orders schematics using hand tools and industry-standard methods.

Los Angeles County VSAP Election Support 2020

Field Support Technician Los Angeles County Traveling to Multiple Sites Daily

Provide onsite support for Los Angeles Voting systems during the 2020 President Elections ensuring all Ipad, and printers, Scanner’s setup and online replacing defective equipment or escalating issues maintaining legal chain of custody per Secretary of Elections and NOC and reporting hourly status of number of walk-in voters and wait times to ensure equipment functional and every voter able to cast vote.

GEEKS ON SITE Los Angeles, CA 2013 - 2015

Field Technician

Provide on-call computer services including installation, repair, and training services in the client’s business or residence. Diagnose problems and provide solutions for computer hardware software, and related peripherals, LAN/WAN and wireless networks.

Setup client’s email address and configure client devices PC, tablet, phone, and other smart devices for sending and receiving e-mail and data syncing.

Conduct Virus and Spyware/Malware removal and data recovery.

Research and provide proposals competitive product sales information for upgrading, repair, or replacing of customer’s equipment.

Follow Geeks on Site SLA policies document all problems and resolution, price quote any needed parts. Submit reports with customer signature for billing of service call and survey for quality and customer satisfaction within the required time frame. Answer questions for potential sales and service and follow up on inquiries leads.

DELL TECHNICAL SERVICES Los Angeles, CA 2010 - 2013

Lead Technician Project Manager

Delivered training sessions to executives, sales staff and customer to achieve desired outcomes. Managed the installation of new systems and maintenance of existing equipment for financial institutions.

Migrated user data and application to new system by utilizing effective technical skills to enhance productivity.

Submitted reports on project performance and escalate issues regarding projects to ensure project success and effectiveness.

ADDITIONAL EXPERIENCE

Lead Retail Consultant-Assistant Manager (2004 - 2010) SPRINT NEXTEL CORPORATION Reston, VA

EDUCATION AND CERTIFICATIONS

University of Phoenix Fountain Valley, CA

Business Bachelor of Science Program 2 years

University of Maryland Baltimore County Baltimore, MD

Core Degree Requirement Studies (Approximate 50 credits completed)

Certifications

Cisco Certified Technician CCT Routing and Switching 2018-2021 CSCO 13256974 California Department of Consumer Affairs Combination Registration No: 60046 Bureau of Electronic and Appliance Repair, Home Furnishings and Thermal Insulation Fujitsu Certified Contractor No: 1305583 HP Certificates / HP Certified Commercial Desktops, Workstations and Notebooks Service Qualification 2019 (Release 4.0) HP PC Hardware Diagnostics UEFI - WBT 2019 HP Service Qualification for Computing 2019 HP Servicing HP Desktops, Workstations and Notebook for Service Technicians 2018 HP Replacement System Board DMI programming 2019 Dell Certified Lead Technician Dell Certified Lead Workstation Refresh Technician IT Security Key Policies and Resources Lexmark, Samsung, and Brother Certified Technician MFC, Color and Monochrome Printers Samsung Appliances Certified Technician Washers / Dryers

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