IT Help Desk Manager Candidate: 10+ Years in Tech Support Team

James Mason

Technical Support Specialist/IT Technician

***********@*****.***

Customer Service SharePoint Service Now

Network Setup Password Reset Active Directory BMC REMEDY

Microsoft Magic Port Activation Troubleshooting Beta Testing Network Break Fix Printer Issues

Summary:

CompTIA A+, Security+, CCNA, HP, Dell, Microsoft OS, HP, Lenovo, and Dell Certifications.

Result-oriented Technical Support Specialist with more than ten (10) years of diversified experience in providing technical information/assistance on configuration, setup, maintenance and initial troubleshooting of client standard computer systems, hardware and software.

Excellent experience in handling calls from a wide array of individuals.

Worked as an IT Support Specialist with State and local government client such as State of Maryland public System, Prince Williams County Schools VA., State of North Carolina, Virginia, California, Nevada, Arizona, NY, New Jersey, Kuehne+Nagel and more.

Strong Experience: providing best effort support for technical information/assistance on non-standard computer systems, hardware and software.

Experienced: in using Active Directory, VMware, Power-Shell, SharePoint set-up new user accounts.

Proficient: using of MS Office 365.

Rich experience in managing ticketing system, tier 1, 2, 3, BMC, REMEDY, Quick base, ServiceNow.

Experience: in configuration, setup, and maintenance for computer systems, hardware and software.

Experienced: in technical support for software development, testing, trouble shooting, beta testing and upgrading.

Extensive experience: providing technical support via Remote & over the phone for customer support.

Experience in possessing well develop interpersonal skills, ability to motivate and direct others in a supportive, cooperative team environment.

Comfortable working in a fast-paced environment – Good written & verbal communication and interpersonal skills. Tier II/III contact for onsite/offsite users of 1200+ on technical issues and IT related services. Ensured proper functionality of computers/network, resolving issues such as bugs, interruptions and breaches.

Education:

Education

Certificate of Applied Science: Cyber Security

University of Maryland Baltimore County- Catonsville, MD

Computer Sciences, Business, Information Systems

Frostburg State University- Frostburg, MD

Work Experience:

FAA 4/2025 to present

Air Route Traffic Control Centers (ARTCCs)

ERAM field technician

Perform a variety of installation functions for premises cabling systems such as Ethernet, CAT5, CAT6 and fiber optic, associated with the Federal Aviation Administration Air Traffic Control Systems.

Installation of equipment, cable tray, seismic anchoring systems, and floor tile cutouts.

Provide roving site support installation services as well as assisting in the development and ensuring adherence to area-wide procedural/policy changes

Achieve day to day objectives consisting of tasks that are typically routine, with some deviation from standard practice or procedure.

Provide on-site customer (FAA) installations, upgrades and modifications in support of both existing and new hardware, software, network configurations and new system initiatives for all sites within the area of responsibility.

SSA 3/2022 to 3/2025

The Office of Systems' Social Security Administration Technology Assistance Center

Helpdesk Analyst

Provide first-line technical support via phone, email, and remote assistance for SSA employees.

Diagnose and resolve software, hardware, and networking issues, escalating unresolved cases as

needed.

Maintain system compliance by ensuring all security patches and updates are installed.

Document incidents and resolutions in Heat, ServiceNow ticketing system.

Support deployment of imaged laptops and ensure proper software installations.

Assist users with Microsoft Office applications, VPN connectivity, and internal IT tools.

Key Achievements:

Reduced average ticket resolution time by 20% through proactive troubleshooting.

Developed internal knowledge base to improve issue resolution efficiency.

Supported seamless deployment of system upgrades and patches.

HCL 8/2021 to 2/2022

Deskside Support Position

Performed comprehensive customer service

Develops the technical solutions, implements them and performs the component integration tests.

Expertise level programming skills, Expertise level understanding of SNOW required.

Understand the large scale thinking and approach needed for success of the project

Develops the technical solutions, implements them and performs the component integration tests.

Experience with development and implementation of ServiceNow ITSM modules -Incident Management, Problem Management, Configuration Management, Change Management, Knowledge Management, Service Request Management and Reporting. Deskside Support customer facing Peripheral set-up.

Top Prospect Consulting 8/2020 to 6/2021

Technical Support Technician, Exclusively for CHASE Branches

Performed comprehensive customer service

Conducted inspections of desktops, laptops, monitors, LCD’s, CRT’s and printers.

Assessed working condition of hardware and administered necessary repairs.

Inventory control and merchandise management.

Perform on-site analysis, diagnosis, and resolution of EUC problems for end-users, and recommend and implement corrective solutions for repairs. Diagnosis trouble shooting JP Morgan Chase AV/Services.

Abbtech: (Assignments across the U.S.) Dell North America 7/2018 to 3/2020

Technical Support Specialist/IT Technician

Project deployment for Workstations, Hardware, Laptops & Monitors.

Handle calls from a wide array of individuals from blue collar workers to elected officials.

SCCM Image creation and set-up, Break fix.

Provided installation of MS Office 365.

Maintained quality-control guidelines.

Answering, validating and triaging incoming Incidents and Requests phone calls from the client.

Basic installation of preloaded images, new hardware of peripherals and network devices.

Set-up users’ profiles for data migration transfer utilizing data, migration, servicing/deploying

And imaging application installation, technologies.

T. Rowe Price, Baltimore, MD 6/2019 to 11/ 2019

Desktop Ops.

Win7 to Win10 migration Windows 365

VMWare: Virtual Machine set-up

Network set-up

Service Now

Desktop Configuration Technician responsible for the configuration of the hardware, operating system, and business applications that comprise the PC build configuration for an enterprise environment. Being part of the Desktop Services Asset Management team, which was responsible for the transition of thousands of PCs. Resolving tickets for imaging related issues with SCCM with some Remote Access.

Daly Computers – Clarksburg, MD 10/2016 to 1/2018

Customer Engineer Computer Support

Anne Arundel County, Baltimore City and Prince Williams County Schools IT Support Technician.

Worked exclusively with HP and Lenovo products.

Servicing desktop/laptop/tablets/printers and Break fix hardware.

Configure and Maintain MS Office 365. Windows 7 & 10 support.

Providing technical information/assistance on configuration, setup, maintenance and initial troubleshooting of client standard computer systems, hardware and software.

Manage DalyBase, Autotask ticketing queues, provided updates and close tickets.

Answering, validating and triaging incoming phone-in Incidents and Requests from the client.

Meticulous usage and maintenance of Daly’s and Customers service management system compliance.

Configure and maintain of MS Office 365.

Completed expense each day for a weekly report for submission.

Perform on-site analysis, diagnosis, and resolution of EUC problems for end-users, and recommend and implement corrective solutions, including off-site repair for WFH users as needed. Install, configure, test, maintain, monitor, and troubleshoot end-user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software/application and other products to deliver required end user computing service levels. Build, install, and test customized configurations based on various platforms and operating systems. Collaborate with Technology team members to ensure efficient operation of the organization’s IS environment. Where required, administer and resolve issues with associated end-user workstation/ network /software products. Receive and respond to tickets related to EUC. Ensure that workstation connections are in proper working order. Prepare tests and applications for monitoring desktop performance, then provide performance statistics and reports. If necessary, liaise with third-party support and IT equipment vendors. Perform related duties consistent with the scope and intent of the position.

University of Maryland Medical Center- Baltimore, MD 6/2014-10/2016

Sr. Technician

Image creation and installation of new PC, Workstations.

EPIC training.

Managed ticketing system, tier 1, 2, 3, BMC, REMEDY, QuickBase, Microsoft Magic.

Worked with Active Directory.

Performed comprehensive customer service

Responsible for training, classroom buildouts for 3,000 users.

Project Management – developed a SharePoint database for 20,000 users.

Product Distribution Supervision.

Configuration, setup, maintenance for computer systems, hardware and software.

Worked on Network installation and port activation.

Maintained quality-control guidelines.

Conducted inspections of desktops, laptops, monitors, LCD’s, CRT’s and printers.

Assessed working condition of hardware and administered necessary repairs.

Inventory control and merchandise management.

Technical support for software development, testing, trouble shooting, beta testing and upgrading.

Laid Ethernet, network and fiber-optic cable.

Configured and installed network cards in workstation, Break Fix.

Maintained and serviced Networked Printers.

Updated/upgraded files, software and applications.

Provided technical support via the internet over the phone for customer service support.

Running and installation of servers, blades, including punch downs cabling while working in Data Center.

Managed ticketing system, tier 1,2,3, BMC, REMEDY, QuickBase, Microsoft Magic. Worked with Active Directory. Performed comprehensive customer service. Responsible for training, classroom build-outs for 3,000 users. Project Management - developed a Share-point database for 20,000 end users. Product Distribution Supervision. Worked in Data Center ports activation-maintained quality- control guidelines. Conducted inspections of desktops, laptops, monitors, LCD's, CRTs, and printers, assessed working condition of hardware and administered necessary repairs. Inventory control and merchandise management. Project planning, managed staff training and supervision. Technical support for software development, testing, trouble shooting and documented repairs.

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