Desktop Support Service Delivery
Resume:
CUSTOMER FEEDBACK:
Kendle [LName] **/**/**** *:** PM
So far no flicker...good sign...going to boot LF...it will shut down if the video card is acting up
You 10/13/2022 4:54 PM
Either way we'll get it fixed
Kendle [LName] 10/13/2022 4:54 PM
Love it
Only guy who has taken the time
JAMES ROMANDY
SERVICE DELIVERY PROFESSIONAL
PROFILE
Experienced business and IT professional, specializing in satisfying customers in any level of the organization. At past companies used for copy editing and writing for business. Excels at problem solving and continuous-improvement processes. A quick learner, I believe in bringing others with me and in coaching and training users to make them more efficient.
CONTACT
PHONE:
ADDRESS
7 San Patricio,
Rancho Santa Marg., CA 92688
EMAIL:
***********@*****.***
WORK EXPERIENCE
NTT Data / U.S. Bank, Senior Desktop Support Technician
January 2023 - Present
Providing second level support to large banking client. Assisted early 2023 with merger between U.S. Bank and Union Bank, providing computer conversion and branch location network support. Assist users daily with software and driver updates, general troubleshooting. Visit branch sites for Smart Hands support. Manage computer data via LCM and InTune.
Nevada Gold Mines, IT Support Delivery Technician II
September 2022 – January 2023
Providing level 2 support for north-eastern Nevada gold mining operations. Managing Active Directory accounts assigning approved security groups, account unlocks, and password resets. Using Service Now software for trouble tickets, serving management as well as field operations. Was quickly in the top 3 and number 1 in closed tickets on a monthly basis.
Shimmick Construction, Irvine CA, Desktop Support Specialist II
April 2013 – March 2022
Transitioned company from hardware-server based model to cloud technology. Supported all level of users from company VPs to field construction users, closing 1,000-plus tickets a year using Jira ticketing system. Setting up field projects with internet and network, ensuring projects up and running by start date.
Supported the Irvine HQ office as well as the field from San Diego to Simi Valley. Imaging and refurbishing computers for annual interns and new hires.
Taco Bell Corp., HRIS Analyst / Web Content Manager, Internal Websites
April 1993 – September 2012
Using SQL queries for reporting to management on employee pay, tenure, and field turnover. Created in-restaurant manager voucher calculating complex tenure, store sales, and bonus-kicker amounts. Used early to create PowerPoint presentations for senior management.
As Web Content Manager worked in Bell Communications maintaining and coordinating all Taco Bell internal websites, including 3,000 in-restaurant IBM WebSphere portal.
EDUCATION
California State University, Fullerton
Bachelor of Arts, Communications
SKILLS
HELP DESK SOFTWARE
For managing tickets status and cues experienced in software including ServiceNow, Jira, and FreshDesk.
At Shimmick Construction completed 1,000+ tickets a year, and Nevada Gold Mines quickly moved up to be one of the top employees with the most closed monthly tickets in ServiceNow.
COMPUTER IMAGING
I imaged and deployed new hire and intern PCs for the west coast region for Shimmick Construction. Used Macrium Reflect to install latest image on PCs.
Recovered users’ data from failed hard drive and if not under warranty installed and image new hard drive.
VOIP SYSTEM
I was the point person for Shimmick's Toshiba CIX VOIP phone server and desk phones. Determined IP of the NIC with open slots and point a new user's phone to that address. Performed regular backups of the VOIP server.
CISCO DEVICES
Performed troubleshooting in many Cisco-based environments. First ping the gateway to determine if site was down due to router issue or the internet provider. In many cases reboot the network equipment (ASA, PoE switch, router, etc.) resolved the connectivity issue.
Implemented and supported mesh Cisco WAP system at all projects and in the Irvine headquarters office.
VENDOR MANAGEMENT
Worked with many vendors at Shimmick and Taco Bell Corp. At Shimmick procured pricing and delivery of MFP printers (many Konica) and configured with static IP addresses and installed print drivers on user laptops. Also coordinated with network team by providing the IP and ensuring the device was whitelisted in Active Directory.
ACTIVE DIRECTORY
Setup users in AD and changed many passwords that had "timed out". Always texted or called user with new password for security purposes. Worked with HR numerous times to close a termed user account on short notice as needed.
OFFICE 365 / MICROSOFT
Installed and configured O365 for many users on PCs as well as iPhone and Android cell devices. Helped users configure their account on cellphone to receive email and user MS apps. We used InTune to manage user computers in the Shimmick environment. Moved field from physical drive file storage to SharePoint.
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