IT Support Specialist with 8+ Years Experience

James E. Wisniewski

Altamonte Springs, FL *****

407-***-**** (Cell)

E-Mail: ****************@*****.***

SUMMARY

IT Consultant Service Desk Analyst Desktop Support Customer Service & Technical Support Professional Team player with over eight years of experience in Technical Services & Information Technology. KEY QUALIFICATIONS

Call Center Operations Telephone Sales & Customer Support Inbound & Outbound Call Handling

Complaint & Issue Handling Technical support Interact strongly with people

Customer Service Assist with projects Technology literate & detail oriented

Client Relations Logistics and inventory

EXPERIENCE

Oct. 2025 - Dec. 2025 SEMINOLE COUNTY GOVERNMENT - Sanford, FL SERVICE DESK TECHNICIAN (CONTRACT)

● Providing IT support to over 1500 users in Seminole County and multiple departments via phone.

● Providing Windows 11 troubleshooting, application troubleshooting and general troubleshooting, resolving and escalating tickets as needed.

● Producing Knowledge Articles.

Feb. 2025 - June 2025 ORANGE COUNTY GOVERNMENT - Orlando, FL INFORMATION TECHNOLOGY CONSULTANT / DESKTOP SUPPORT TECHNICIAN - (CONTRACT)

● Provided desktop support and technical services to Fire Headquarters, 911, OFM and Sheriffs Offices.

● Imaged and built desktops and laptops, deployed applications to Fire & Rescue.

● Worked on networking equipment at the fire stations, replaced Sierra Wireless routers, etc.

● Deployed hotspots to the Drone Team, configured MobileEyes for the Medical Unit.

● Configured Secure Access VPN for firefighters and officers. Worked with the Armory and K9 Unit.

● Provided support for multiple areas of public safety including Fire Rescue and Corrections. Mar. 2024 - July. 2024 ROTECH HEALTHCARE - Orlando, FL SERVICE DESK TECHNICIAN / TELECOMS PROVISIONING ANALYST - (CONTRACT)

● Worked with IT Purchasing on projects such as Novatech printer rollout project; setting up installations.

● Handled help desk tickets, phone calls and installing applications on user computers.

● Worked with Telecom on ticket management, programming phones, updated extensions, supported backup networks, configured electronic fax / Metfax on Novatech printers.

● Created and tested Knowledge Articles on specific topics and published them in the Knowledge Base for collaboration.

Sep. 2022 - Sep. 2023 CARDWORKS SERVICING - Lake Mary, FL SERVICE DESK ANALYST - (CONTRACT)

● Handled phone support, incoming incidents and ticketing triage.

● Updated and triaged tickets and responded to incidents and requests and requests as needed.

● Unlocked and reset Active Directory accounts and passwords.

● Oversaw ServiceNow tickets from start to finish and escalated accordingly.

● Managed and deployed vendors.

● Troubleshot Windows and various client end-user devices such as Avaya, VMware Horizon, OneLogin, and Pulse.

● Utilized tools such as Cherwell and ServiceNow ticketing systems, Slack, Skype and conducted remote sessions using Bomgar.

May 2021 - Mar. 2022. COMPUTER AID INC. (CAI) - Lake Mary, FL SERVICE DESK ANALYST - (CONTRACT)

● Provided IT support and remote assistance for up to 1500 Seminole County employees, Windows troubleshooting, application troubleshooting and general troubleshooting, resolving and escalating tickets as needed.

● Reset passwords and unlocked accounts in Active Directory.

● Set up offices with computers and peripherals.

● Imaged/re-imaged computers.

● Helped users with O365, Outlook, Adobe issues, Konica Minolta printers, installs and support.

● Provided software support for FEMA personnel including firefighters and emergency management.

● Remoted to client computers using QuickAssist and Dameware.

● Updated and created Knowledge Articles in the Service Desk Plus ticketing system. Oct. 2017 - June 2018 ALORICA - Lake Mary, Fl

CTSS DELL DESKTOP SUPPORT TECHNICIAN

● Handled inbound Dell EMC Pro Support calls and IT pro calls using Avaya.

● Provided remote support over the phone to assist with the troubleshooting process.

● Scheduled installations and dispatched as required.

● Worked to resolve issues of various technical levels and complexity.

● Created tickets, documented and followed up with customers and clients on cases.

● Escalated issues to the appropriate departments. Mar. 2016 - May 2017 SEMINOLE STATE COLLEGE - Sanford, Fl WORK STUDY STUDENT-HELP DESK - COMPUTING AND TELECOMMUNICATIONS SERVICES

●Provided active directory administration for security assessment.

●Worked on projects such as unboxing and dismantling of equipment.

●Created user and administration accounts.

●Set up faculty and staff offices with equipment, peripherals and IP phone systems.

●Provided PC support and technical help for students, faculty and staff. Dec. 14-18 2015 SEMINOLE COUNTY PUBLIC SCHOOLS – Altamonte Springs, FL JOB SHADOWER/INTERN

●Provided active directory assistance and helped with group policies

●Reimaged computers

●Set up networks and created local admin accounts

●Installed QuickBooks software on at least 30+ computers. Education & Professional Development

2014-2019

Seminole State College of Florida, Sanford, FL - Bachelor of Science Degree in Information Systems Technology and CyberSecurity.

●Graduated Magna Cum Laude with Honors and President’s List Awards

●Obtained Technical Certificates: IP Communications IT Client Specialist Network Support Technician

●Work Study for the Help Desk in the Computing and Telecommunications Services Department

●Network Internet Technology Association (NITA) - Marketing Chair Officer

●Programming Engineering Networking Technology Arts & Science (PENTAS) - Vice President

●Splunk Fundamentals 1 Certificate of Completion

●Pursuing CompTIA A+Network+ & Security+ certifications

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