IT Service & Support Professional with Security Clearance

James Roberts

Daleville, AL ***** **************@*****.*** +1-334-***-****

Summary

Accomplished IT professional with over many years of experience in technical support, network management, and IT service delivery. Expertise in troubleshooting, Active Directory, VPNs, and service management tools. I hold a bachelor’s in information technology and multiple certifications, including CompTIA Security+, MCSE, and CCNA. Proven ability to resolve complex technical issues and support organizational IT needs. Secret security clearance and a strong commitment to continuous improvement.

Skills

Active Directory

Network Support

Technical Support

Help Desk Support

Operational Efficiency

Windows Administration

Remote Access Solutions (VPN)

Microsoft Exchange

Information Security

Customer Interaction

Cash Handling & Sales

IT Service Management

Microsoft Windows Server

Hardware & Software Troubleshooting

Experience

Cashier/Customer Service 01/2024 to 04/2024

McDonald's-Daleville, AL

As a Cashier/Customer Service employee at McDonald's, I handle customer orders, process payments, and assist with food prep while ensuring excellent service and a clean work area.

Processed 100+ orders per shift, reducing customer wait times and boosting order accuracy.

Handled $1,000+ in daily transactions, ensuring 100% cash register accuracy.

Achieving 95% positive customer feedback by resolving inquiries and complaints efficiently.

Decreased waiting times by 20% during peak hours by assisting in food preparation.

Improved cleanliness audit scores by maintaining organized work areas and adhering to safety protocols.

Amazon Delivery Driver 08/2023 to 10/2024

Amazon Warehouse-Daleville, AL

As an Amazon Delivery Driver, I pick up packages, plan efficient delivery routes, and ensure timely and accurate delivery while providing excellent customer service.

Sorted 200+ packages daily, ensuring efficient organization for timely deliveries.

Planned optimized routes to achieve on-time deliveries consistently.

Delivered packages on time, maintaining high customer satisfaction.

Enhanced customer relations by confirming delivery details and resolving concerns promptly.

Reduced vehicle downtime through regular maintenance and inspections.

Tier 2 Technical Support Specialist 07/2022 to 07/2023

SOC LLC-Philadelphia, PA

As a Tier 2 Technical Support Specialist, I provide advanced technical assistance by troubleshooting complex issues, managing user accounts, and ensuring effective communication to resolve customer inquiries.

Created and managed over 300 trouble tickets in Remedy, ensuring efficient tracking and resolution of technical issues.

Resolved a high volume of Remedy tickets within SLA timeframes, enhancing overall support efficiency.

Checked and updated Active Directory for 200+ user accounts, ensuring accurate access management.

Repaired Outlook issues for clients, leading to a noticeable decrease in recurring support requests.

Assisted customers with email logins and Wi-Fi connections, improving access and reducing downtime.

Tier 2 Help Desk Technician 11/2020 to 07/2021

Plateau Software Inc-Fairfax, VA

As a Tier 2 Help Desk Technician, I provide advanced technical support by troubleshooting hardware and software issues, managing user accounts, and ensuring efficient resolution of customer inquiries.

Imagine over 150 computer systems, ensuring standardized setups and improving deployment efficiency.

Managed Remedy tickets, resolving technical issues promptly and enhancing overall support operations.

Added computer systems to Active Directory for 100+ users, ensuring accurate access management.

Connected systems to VPN, facilitating secure remote access and enhancing productivity.

Repaired Outlook update issues, reducing user downtime and improving overall efficiency.

Tier 2 Help Desk Technician 03/2020 to 11/2020

Athena Technology Group-Herndon, VA,

As a Tier 2 Help Desk Technician, I deliver advanced technical support by diagnosing and resolving complex hardware and software issues, managing user accounts, and ensuring the efficient resolution of customer inquiries to enhance overall service quality.

Configured over 150 computer systems, enhancing deployment efficiency through standardized setups.

Oversaw and resolved technical support tickets in Remedy, greatly improving response times and increasing customer satisfaction.

Assisted users in accessing their email accounts, leading to enhanced accessibility and overall productivity.

Incorporated computer systems into Active Directory for more than 100 users, strengthening security measures and access control.

Set up VPN connections, providing secure remote access and improving the work-from-home experience for users.

Certifications and Licenses

Driver's License CompTIA Security+ MCSE IAT Level II MCP CompTIA A+ MCSA CCNA CISM IAT

Education

Bachelor of Science in Information Technology

Colorado State University-Global Campus - Greenwood Village, CO 08/2016 to 08/2018

Associate's degree in Information Science

Enterprise State Community College - Enterprise, AL 08/2012 to 08/2016

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