Customer Service Data Center

James Adams

** ***** **. * West Bridgewater, Massachusetts 02379 * 339-***-**** * *****.*********@*****.***

Education

Bridgewater State University, Bridgewater, MA 09/2006 – 05/2010

Bachelor of Science in Information Technology, Business Management and Administration

Related Coursework

Data Center Admin/Installations/Implementations/Networking/Corrective Maintenance. Managing Projects and Small Teams, Advanced Editing, Computer Science, TV Studio Production, Intercultural Comm, Videography, Media Literacy, Accounting, Statistics, Calculus, Sales, Business Management, Plymouth Rock Studios’ Production/Acting Courses.

Related Experience

Dell, Hopkinton, MA

Senior Deployment Engineer II - 12/2020-Present

Lead meetings with Solutions Architects, Project Managers, Senior Consultants, Sales Engineers, Regional Managers and customers to determine the perfect products/designs for their data center environments. Went on site and deployed the customer’s entire infrastructure from the ground up, attached hosts etc. in VMWare.

Networking, administration, installations, upgrades, corrective maintenance, implementations, etc. for over 20 different systems. These range from Dell/EMC products to switches, hyperconverged storage, GenAI and more.

Trained new employees, customers and entire departments on a multitude of our systems and how they are used.

EMC, Newton, MA

Senior Field Engineer II – 07/2012 -12/2020

Manage/consult/repair/upgrade computer data storage products for the military, universities, banks, high-end corporations, and small businesses associated with EMC. Qualified customer’s needs into specific products and hosted remote meetings to fully implement/deploy these systems into the customer’s network/environment.

FCCM (CCA). ISM certification - Proven Professional 1,2,3,4. GSAP Boot Camp high honors graduate.

XtremIO, VNX, Unity, VxRail (hyperconverged storage) specialists.

Extensive training and experience in storage administration for 30+ types of Dell and EMC storage arrays.

Scheduled calls with customers at remote and host facilities, ordered/obtained parts for replacements, created tickets for access to colo/security sites, advised customers on networking and cyber security, troubleshooted issues remote and on site.

Harvard Law School, Cambridge, MA

Technical Support Associate III- 01/2012 – 07/2012

XP to Win7 Upgrades/Deployments(ghosting, imaging, customizations, Bit Locker encryptions, updates, profile and full data backups/transfers with high-end users). Installing monitors, printers, desktops, and laptops.

Helpdesk, remote desktop support, troubleshooting, Active Directory, Data Armor, software and hardware fixes.

Ocean Spray, Lakeville, MA

Senior Client Technician - 05/2010 – 01/2012

Provide help desk phone and email support to end-users, updating Active Directory. Logging all support incidents and escalations into a ticket tracking system. Setup, configure, and perform PC hardware and software deployments.

Perform PC imaging and hardware break/fix. Provide recommendations for process and system enhancements.

Install, configure, provide functional support, and troubleshoot for all desktop software including Windows Operating Systems, MS Office suite, Cisco, Antivirus software, Internet Explorer, MS InfoPath, Visio, Project, VPN, and SCCM.

Support all business applications including MS SharePoint and SAP client. Support remote users and VPN client connectivity. Support audio visual equipment including equipment sign out, setup, and troubleshooting.

Run audio/visual equipment for business events and classrooms, provide support for video editing and company photography.

Information Technological Support Services, Bridgewater State University, MA

Senior Computer Technician/Helpdesk and Desktop Support - 01/2007 - 05/2010

Fixed software issues involving Antivirus, Firewall protection, networking speeds, and Desktop/Server Admin.

Configured wireless through the University's internet/intranet, worked on PDA, ran diagnostics to determine solutions.

Promoted to Student Supervisor and trained every new employee. Fixed projector and computer issues for classroom emergencies across campus

Skills

Back/Front End Data Storage, Networking, Cybersecurity, MS Office, Macromedia, Active Directory, Administration, Research, Data Entry, Java, Oracle, Sales, Microsoft Office, Scripts, Customer Service

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