James 'Andy' Manuel Email & Phone Number

Bossier City, Louisiana, United States

Greater Atlanta Area

• Desktop Support for 200+ users across multiple offices using email, phone, and remote access • Windows Administration including Windows 7 to 10 migrations, Server 2012 to 2016 upgrades, Managing Active Directory, Group Policy, DNS.• VM-Ware for system imaging, VMware ESXi servers with multiple windows instances for patching and OS deployment across multiple offices.• Improved imaging solution using VMWare to consolidate images for user with Persystent deployment… Show more • Desktop Support for 200+ users across multiple offices using email, phone, and remote access • Windows Administration including Windows 7 to 10 migrations, Server 2012 to 2016 upgrades, Managing Active Directory, Group Policy, DNS.• VM-Ware for system imaging, VMware ESXi servers with multiple windows instances for patching and OS deployment across multiple offices.• Improved imaging solution using VMWare to consolidate images for user with Persystent deployment software• Disaster planning for continuous access for 20 branches including connectivity and AWS Workspaces• Asset management using LANSweeper as well as Spiceworks Cloud inventory• Office 365 administration, creating users, distribution groups, threat simulations, Azure synchronization, and licensing• Server Support and configuration in AWS creating and monitoring multiple instances, creating testing WorkSpaces for possible deployment• Network management with Vendor managed NOC, including connectivity, firewall changes, and bandwidth utilization, and routing• Project management for disaster planning, server upgrades, application upgrades, and weekly patching Show less

Tyrone, Georgia

Level 2 and 3 remote support for Century’s clients. Providing timely and qualitative support to all assigned calls. Escalation point for all level 1 Helpdesk and Field TechniciansWork as a team with the other Helpdesk Engineers. After hours on-call support.

Southeast Us

Perform on-site system set up and configuration for new clients as well as hardware/software/network troubleshooting and upgrades for existing clients. Resolve customer hardware and software issues via on-site visits, remote connection, or telephone. Essential Functions and Responsibilities:Receive, prioritize and respond to service requests from Clients, Support Center, Account Management and Sales. Function as the knowledge conduit or single point of contact while on site… Show more Perform on-site system set up and configuration for new clients as well as hardware/software/network troubleshooting and upgrades for existing clients. Resolve customer hardware and software issues via on-site visits, remote connection, or telephone. Essential Functions and Responsibilities:Receive, prioritize and respond to service requests from Clients, Support Center, Account Management and Sales. Function as the knowledge conduit or single point of contact while on site coordinating questions and resolutions between support center, account management and additional field service personnelCommunicate service visit results and outstanding issues with Field Tech Management and Account Manager.Provide orientation to users when installing new technology.Maintain a sense of urgency and ownership while working to resolve assigned issues; maintain constant contact with the customer until fully resolved. Escalate internal visibility of issue as appropriate.Clearly document all client interactions, outstanding issues and client configuration information in a timely manner.Build and leverage client relationships. Identify any “at risk” clients and escalate client concerns to Account Management.Maintain working knowledge of current desktop technology as it relates to products and services provided by company (operating systems, browsers, MS Office, etc.) Show less

Atlanta

• Provide technical support to computer users both on the telephone and face-to-face with a concerted focus on a Service First Customer Support approach• Responsible for prompt resolution and reporting of assigned customer problems and requests• Provide hardware and software setup and support including:• Installation and support of firm-standard images and software• Computer hardware troubleshooting and repair• Troubleshooting application issues including viruses, hard disk… Show more • Provide technical support to computer users both on the telephone and face-to-face with a concerted focus on a Service First Customer Support approach• Responsible for prompt resolution and reporting of assigned customer problems and requests• Provide hardware and software setup and support including:• Installation and support of firm-standard images and software• Computer hardware troubleshooting and repair• Troubleshooting application issues including viruses, hard disk diagnostics and file repair, data encryption, and SMS reporting• Printer and copier interface troubleshooting• Testing and evaluation of both software/hardware• Actively participate in Technical Services day-to-day operations• Resolves schedule conflicts and emergency customer support• Performs a variety of support activities including inventory and coordination with outside technology vendors• Assists in supporting LAN/WAN and Telecom tasks• Provides technology support at other Deloitte offices as needed• Participates in various Regional and National Technology projects and deployments• Windows 7 and Microsoft Office 2007 and 2010 products including MS Outlook• Customer-service oriented techniques to obtain and resolve problem information, and responds quickly and competently to customer requests• System administration, including desktop/laptop/server maintenance, support, and repairs• Self-motivation, team player attitude, excellent communication skills, and the capacity to work with minimum supervision• Regional supporting of mobile devices• Interacts with all levels of leadership, both within and outside the organization• Comfortable in high stress/high profile environment and ability to determine when to escalate issues to management• Ability to stay current with paperwork, documentation and information on latest technologies• Detail oriented and organized with the ability to work on multiple projects concurrently• Punctual and able to meet commitments and deadlines Show less

Greater Atlanta Area

Responsible for implementation and support of desktop devices, applications, peripherals, telephone systems, network devices, airline specific equipment ( Kiosk, Flight Information Display Systems, Ramp Information Display Systems) and multiple server platforms. Perform, as specified in the Service Request, the physical relocation of any IT infrastructure devices (PC workstations, peripheral devices, phones, network routers, airport devices, etc.) Perform upgrade services (adding to or… Show more Responsible for implementation and support of desktop devices, applications, peripherals, telephone systems, network devices, airline specific equipment ( Kiosk, Flight Information Display Systems, Ramp Information Display Systems) and multiple server platforms. Perform, as specified in the Service Request, the physical relocation of any IT infrastructure devices (PC workstations, peripheral devices, phones, network routers, airport devices, etc.) Perform upgrade services (adding to or changing a workgroup computer, workgroup peripheral, or software) as specified in the Service Request.Verify the asset in accordance with Delta Technology policy prior to the move.Update asset management systems. Troubleshoot and resolve all hardware and software problems supported by Field Operations. Communicate with the Field Planning and Project Management organization. Duties may include research, providing input into work orders, and occasional assistance with site surveys. Perform preventative maintenance on operational devices. Install, customize, maintain, test, and troubleshoot operating systems and other systems software Provide on-site, and on-call 7x24x365 support, as needed. Provide technical support, as needed, to the enterprise. Configure, install, maintain, test, and troubleshoot hardware systems Perform root cause analysis to quickly recover from service interruptions, and to prevent recurring problems. Implement changes to platforms with minimal impact to the business by following enterprise standards and procedures. Coordinate activities with internal/external technology owners/service providers Show less

Responsible for the scheduling of 300 to 400 Customer Service Agents Approving off daysScheduling trainingBalancing staffing throughout Delta’s Atlanta Operation

Responsible for the scheduling of 300 to 400 Customer Service Agents Approving off days, Scheduling trainingBalancing staffing throughout Delta's Atlanta Operation

Responsible for meeting aircraft arrivalsDelivering quality customer serviceExpediting departures in a fast-paced, stressful environment Agent in chargeResponsible for agents working in my areaCovering any code issues in my areaUnaccompanied minorsEscorting Federal Air MarshalsRemoval of passengers from various aircraftSecurity and safety checks