Technical Support Customer Service

James Painter

Houston, TX ***** • 469-***-**** • *.*.*********@*****.***

Professional Summary

Highly motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Skills

• Encryption

• Active Directory

• MSP

• Problem-Solving

• MFA

• Group Policy

• MDM

• Customer Service

• Jira

• Intune

• Entra

• Autopilot

• Asset Management

• Time Management

Work History

Field Service Technician, 09/2024 to 12/2024

Lsg Sky Chefs – Dallas, TX

Traveled to customer sites to ensure projects stayed on schedule while maintaining high-quality standards.

Provided clear guidance to internal teams, setting expectations and deadlines for deliverables.

Assisted customers with installation, setup, and training of new machines.

Resolved customer issues promptly by troubleshooting hardware and software problems remotely or on-site.

Installed switches and firewalls in large-scale enterprise environments.

Performed system maintenance, including patching, upgrades, hardware replacements, and software installations.

IT Team Lead, 12/2022 to 07/2024

Disa – Dallas, TX

Led a team of six IT professionals, managed daily operations, and ensured the delivery of high-quality technical support.

Directed the setup and oversight of Duo Security's multi-factor authentication (MFA) across the organization, monitored authentication logs, and swiftly resolved anomalies or security issues.

Oversaw patch management, addressed threats, administered mobile devices, and managed BitLocker encryption.

Managed and tracked hardware and software inventory, ensuring accurate records and compliance with company standards.

Ordered necessary equipment following purchasing processes to maintain operational readiness.

Delivered exceptional technical support, resolved advanced issues, and curated a knowledge base of recognized challenges, solutions, and best practices.

Provided mentorship, training, and career development opportunities for team members to advance their skills and knowledge.

Led the implementation of Windows Autopilot to streamline the modern provisioning process for Windows devices.

Assisted with additional duties and projects assigned by the Manager of IT Support.

Asset Management Analyst, 08/2020 to 08/2022

GenesisCare – Fort Myers, FL

•IT Asset Tracking & Lifecycle Management

•Onboarding and offboarding new employees

•Standardized new computers by deploying company approved images

•Configured and installed applications including Windows 10, Office 365, Microsoft Teams, and proprietary business software

•Managed setup and dispatch of new and replacement hardware/peripherals

•Directed projects including upgrading from Windows 7 to Windows 10 and establishing new company locations

TECHNICAL SUPPORT ENGINEER, 05/2019 to 06/2020

McAfee Inc – Frisco, TX

•Responding to calls and inquiries from enterprise clients via portal

•Providing support for various McAfee products including ePolicy Orchestrator (EPO), agent,

Management for Optimized Virtual Environments (MOVE), VirusScan Enterprise (VSE), VirusScan

Enterprise for Storage (VSES), and endpoint security solutions for Mac, Linux, and Windows

•Addressing issues like high CPU usage, excessive memory consumption, memory leaks, installation failures, setting exclusions, system blue screens, and malware mitigation

•Guiding customers on recommended best practices, possible upgrade routes, and ensuring product compatibility

IT & SECURITY ANALYST, 06/2016 to 05/2019

Whitney Solutions – Wyle, TX

•Oversaw and configured new computers with web protection, antivirus, and the latest security patches

•Served as a Help Desk Specialist and Computer Repair Technician

•Diagnosed and resolved issues related to wireless connections, firewalls, and Windows servers

•Assisted in organizing, maintaining, and mentoring young participants at the Cyber Security Camp at Collin College

Education

ASSOCIATE OF Information Security 07/2018

Collin College

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