Gerald James Email & Phone Number

Houston, Texas Area

• Handled all tier1 tier2 and Tier3 calls, averaging (45) + calls a day and created tickets using Isupport.• Remote logged into pc to resolve issues and update software • Assisted over 350 users with resetting passwords for win7 logons and Microsoft outlook on desktop, laptops, • Used Mobile Iron to set up outlook on all company and personal android/apple devices.• Assigned roles created accounts in Active Directory• and android/apple devices.• Created/deactivated Phone accounts for IES employees using Cisco• Worked all requests for support through the BOX average 65tickets a day• Created/Resolved/Routed tickets through Servicenow ticketing system• Created Spreedsheets for auditing purposes of tickets resolutions• Joined email accounts to mobile devices apple/android/phone/tablet• Restored/Established connections to server and vpn client• Resolved virus and malware issues using Malwarebytes and Combofix• Remote logged into printers to troubleshoot and resolve issues • Set up printers, fax enabled /scanning/ emailing/ from the printer

Houston, Texas Area

• Handled all tier1 tier2 and Tier3 calls, averaging (45) + calls a day and created tickets using Isupport.• Assisted over 1500 users with resetting passwords for win7 logons and Microsoft outlook on desktop, laptops, and android/apple devices.• Developed, designed, and implemented the IES Knowledge Base for the entire IES servicedesk and IT department.• Organized and consolidated IES servicedesk resources and data.• Joined email accounts to mobile devices apple/android/phone/tablet• Restored/Established connections to server and vpn client• Priced and Purchased hardware and software for the IES end users and IES servicedesk ex: Laptops/desktops, batteries, docking stations, monitors, Adobe, Bluebeam, etc.• Built and repaired desktops/laptops to include keyboard/ hardrive replacement, memory upgrade• System Admin Maintained Active Directory • Created and deactivated accounts in Active Directory• Monitored Windows Event Log, and the Kaspersky server for anti-virus • Protected email using Barracuda spam firewall• Performed routine inventory using LanSweeper of all IES IT Property to include printers, desktop, laptops, tablets, printers,phones6• Remote logged into pc to resolve issues and update software or hardware• Created spreadsheets reflecting inventory• Incorporated corporate / field email accounts to mobile devices/tablets/apple• Resolved virus and malware issues using the Kaspersky server• Created/deactivated Phone accounts for IES employees using crexendo• Monitored/Maintained Cisco switches • Deactivated/Activate Ports • Remote logged into printers to troubleshoot and resolve issues • Set up printers/fax/email from printer

Houston, Texas Area

• Handled all tier1 and some tier2 calls, averaging (45) + calls a day and • Created tickets using Helpstar routing all calls to appropriate department when needed.• Assisted all store employees with resetting passwords for AX system and for personal accounts using Imanager and as4oo• Remote logged into pc to resolve issues with malware and or viruses as well as applications.• Monitored Windows Event Log• Assisted corporate employees with resetting or creating passwords and user names for desktop and laptop computers to include mobile pass token creation using Adirectory • Resolved most issues with the stores main computers using MAX and routed to appropriate departments when needed• Resolved all virus issues, and application issues to include installation and removal on desktop and laptops based on Windows 7 and Macintosh based systems • Remotely reset routers for internet connectivity as well as fort net access • Incorporated corporate email accounts to mobile devices

1800 Mason Rd Katy, Tx 77449

• Handled all tier1 and some tier2 calls, averaging (75) + calls a day and created tickets using Landesk routing all calls to appropriate department when needed.• Assisted all corporate and store employees with resetting passwords for adp pay accounts and for personal accounts using Imanager and as4oo• Assisted corporate employees with passwords and user names for desktop and laptop computers to include mobile pass token creation using Adirectory • Analyzed and repaired issues with the stores main computers IBM cc & dd controllers via cmd fixes as well as remote logging into machines.• Joined email accounts to mobile devices apple/android/phone/tablet• Restored/Established connections to server and vpn client• Priced and Purchased hardware and software for the IES end users and IES servicedesk ex: Laptops/desktops, batteries, docking stations, monitors, Adobe, Bluebeam, etc.• Built and repaired desktops/laptops to include keyboard/ hardrive replacement, memory upgrade• Resolved all virus issues, and application issues to include installation and removal on desktop and laptops based on Windows xp and Macintosh based systems • Created accounts in active directory• Monitored/Maintained Cisco switches • Deactivated/Activate Ports• Incorporated corporate email accounts to mobile devices• Monitored Windows Event Log

Woodlands Tx

• Briefed management of inquiries, reports and presented information on current economic and/or market conditions and trends that could affect business gains or losses • Co-developed, tested and installed software for entire Aonhewitt Navigator group• Priced and Purchased hardware and software for the IES end users and IES servicedesk ex: Laptops/desktops, batteries, docking stations, monitors, Adobe, Bluebeam, etc.• Built and repaired desktops/laptops to include keyboard/ hardrive replacement, memory upgrade• System Admin Maintained Active Directory • Created and deactivated accounts in Active Directory• Resolved issues from the server and on local machines• Utilized SDS by remote access to resolve most computer issues, installed and instructed benefit advisors as well as Team Leaders and other Managers how to use quality assurance software such as NICE Quality Management, Windows 7, replaced, repaired computer towers as needed.• Trained (300+) employees on necessary software in varies applications programs, the use of the website to include (FAQ’s) to include use of website• Configured, installed, and performed troubleshooting techniques hardware and software, peripherals, network access, client software. Installing, and maintaining of network-related hardware, software, and services such as Novell and Linux.• Joined email accounts to mobile devices apple/android/phone/tablet• Restored/Established connections to server and vpn client• Priced and Purchased hardware and software for the IES end users and IES servicedesk ex: Laptops/desktops, batteries, docking stations, monitors, Adobe, Bluebeam, etc.• Built and repaired desktops/laptops to include keyboard/ hardrive replacement, memory upgrade

• Conducted over 200 interviews and recruited 50 temporary employees for local Wal-Mart’s at varies Texas workforce Commission Location’s • Negotiated pay rate per hour with Human Resources based on employees work experience• Compiled weekly work schedule for 25 staff members• Created an optimal work environment by providing team support and assistance to managers• Supervised temporary staff during peak shopping seasons • Produced daily reports of employee’s performance, attendance and comprehension of assignment

• Directed the training of 200 enlisted soldiers in combat life saving techniques • Training Infantry soldiers on safe usage of specified weapons• Maintained daily evaluations of troops: physical condition, moral, and equipment to ensure performance and safety remained at the highest level• Facilitated computer generated scenarios to test the comprehension, and job functionality of soldiers• Calculated risk and assessed reports of estimated losses and gains

Omaha, Nebraska

• Supervised a Tier help desk support team Providing Tier level support to internal Help Desk to resolve user concerns with specific applications, including Windows 95, Microsoft Office, GroupWise, and numerous industry specific applications • Provided Training for hardware and software use to include help desk support for over 500 people• Evaluated 100 calls conducted by Tier Support Teams to ensure agents were within the guidelines of operation, calls were handled in a professional manner, and the information given was accurate and all clients concerns and issues were resolved • Researched client and customer question’s to ensure product knowledge was easily available in on company website as well as in marketing material to support FAQ’S• Implemented Windows XP software and upgraded existing software on Linux and Novell servers, including individual workstations • Assisted in configuring, installing, and maintaining of network-related hardware, software, and services such as, print servers, disk subsystems, gateways, and connections to external resources.

Education record

A.S, Computer Science