James Capps Email & Phone Number

Sanford, Fl, Us

Sanford, Fl, Us

Lake Mary, Florida, United States

Atlanta, Georgia, United States

- Led a project to deploy and utilize Home Assistant with Zigbee2MQTT in an office with 200 workstations, resulting in a decrease in time taken to assist users and a sizeable reduction in SLA breaches.- Identified and addressed challenges related to compatibility issues between Zigbee2MQTT and existing systems, ensuring seamless implementation.- Developed a custom Grafana dashboard using node exporter and Prometheus to monitor workstations, addressing the need for real-time visibility into system performance and metrics.- Led and participated in numerous successful migrations of virtual servers using ovirt and vmware, facilitating seamless transition to a new pipeline infrastructure.- Collaborated with my team to identify pain points and automate repetitive tasks using ansible, leading to improved efficiency and reduced workload.- Conducted monthly security checks for the Atlanta office, ensuring that all security systems including IPCameras, Alarm/Door badge systems, Okta Permissions, and AD were up to date and functioning properly and access is properly applied.

- Actively monitored Disney's enterprise technology stack, including New Relic One, Thousand Eyes, Splunk, Neustar UltraSecurity, Infoblox, and Aruba, ensuring adherence to standard operating procedures (SOP) for issue reporting.- Effectively communicated critical system outages and incidents to shareholders and executives through clear and concise corporate emails, adhering to strict SOP guidelines.- Assisted with calling escalating incidents to the appropriate team and or on call manager and quickly disperse the pertinent info to help bring that user up to speed to be able to join and assist with diagnosing major incidents and outages.- Demonstrated strong technical writing skills by effectively blogging and condensing complex information during critical incidents, enabling accurate records for future review and expedited resolutions.- Facilitated the delivery of quality IT services through service level agreements, underpinning contracts and operational level agreements

Longwood, Florida, United States

- Provided SaaS, PaaS, and technical support for physician’s groups and offices across the United States to 6,000 providers, with over 40,000 users across 2000 locations.- Monitored and tracked the status and progress towards resolution of assigned Incidents, including critical site outages and high-priority tickets, ensuring timely escalation when necessary. Collaborated with third-party providers to obtain regular updates, minimizing downtime and ensuring prompt incident resolution.- Successfully managed a large-scale re-imaging and deployment project by coordinating the delivery of 80 machines across multiple offices within strict timelines, resulting in enhanced operational efficiency and improved user experience.- Supported clients through the Connectwise Manage Service Desk Ticking System, effectively resolving an average of 12 to 20 tickets daily, ensuring timely resolutions and client satisfaction.

- Provided unsupervised help desk support to 400 users across 9 offices and remote employees during east-coast morning business hours, handling diverse technical issues ranging from software glitches to hardware failures- Utilized JIRA service desk and SOLARWINDS ticketing systems to efficiently manage and prioritize incoming support requests, ensuring timely resolution within defined SLAs.- Conducted comprehensive New Hire IT Orientations, educating new employees on company IT policies, procedures, and cybersecurity best practices to promote a seamless onboarding experience.- Leveraged Connectwise platform to remotely access user systems, analyze error logs, perform system checks, and implement effective solutions.- Collaborated with the team to create user-friendly knowledge base articles and pictorials, resulting in a reduction in repetitive support requests and empowering users to resolve common IT issues independently

Orlando, Florida Area

- Walked customers through first-time setup of their products, delivering comprehensive guidance and support to ensure successful product activation.- Provided personalized, one-on-one tech support for Mac OS, iOS, and Watch OS, effectively resolving technical issues and ensuring customer satisfaction.- Efficiently assisted customers with restoring cloud backups, minimizing data loss and facilitating seamless device transitions.

Orlando, Florida Area

- Enhanced customer satisfaction by promptly resolving return issues and troubleshooting technical problems through effective communication and problem-solving skills.- Offered personalized recommendations to customers based on their specific needs and preferences, resulting in increased sales and customer loyalty.- Ensured the privacy and security of customer data by utilizing proper disposal techniques for sensitive materials, maintaining compliance with industry regulations.

Orlando, Florida Area

- Repaired an average of 10-20 laptops and desktops per week at the tech bench, effectively resolving hardware and software issues within specified turnaround times.- Diagnosed a wide range of complex technical problems for customers, providing tailored hardware and software solutions that resulted in improved device performance and customer satisfaction.- Conducted thorough first-time setups for customers, meticulously removing all bloatware and ensuring the installation of Microsoft Office Suite and Anti-Virus software to enhance functionality and security.

Bachelor Of Science - Bs, Information Technology

Associate Of Science - As, Information Technology

Highschool Diploma

Activities and Societies: SECME