James D. Email and Phone Number

Provides excellent customer service in a customer facing desktop support role.Under minimal supervision, desk side technicians will manage assigned tickets and handle customer raised issues, with team support when necessary.Typical calls for service include provisioning new devices, re-imaging existing devices, access and domain settings, O365 [one drive and mapped drive] issues, e-mail or other software issues and assisting users with damaged or broken devices.Skills:Healthy technical understanding of both PC and MAC systems are required, experience with ticket management systems like ServiceNow are helpful.Must be able stay focused, working independentlyGreat Customer ServiceTroubleshooting skills with hardware and softwareTechnical schooling preferredIn our environment break fix experience is not required - no hardware repair is done on site.

This position works closely with the Department Manager(s) or Store Manager to receive, price, and stock merchandise to meet the needs of the store's customers and drive sales and profits. Assist Team Members with completing the work within the store. Ensures all team members receive the appropriate training and education, including ongoing compliance training. Acts as leader on duty, responding to customer and team member concerns in the absence of the Store Manager, opening and closing the store and ensuring all bookstore property and team members are safe and secure.

Responsible for response to system alarms, and recovering failed systems and applications.• Managed IT Services for small businesses and non-profits such as: Data Backup, Data Recovery, Server Setup, Cloud-based Email (Gmail), Emergency IT Services.• Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions.• Resolved problems within Microsoft Office (Outlook, Excel, etc.).• Installed, repaired and set up computer peripherals.• Troubleshot system performance in absence of System Analyst or the Director, ensuring support control efficiency.

I managed the virtual-machine based test lab used for software testing and troubleshooting at Marriott Headquarters in Gaithersburg, MD.

· Checking computer hardware (HDD, monitors, keyboards etc.) to ensure functionality· Set up workstations with computers and necessary peripheral devices (routers, printers etc.)· Install and configure software · Develop and maintain local networks· Ensure security and privacy of networks and computer systems· Provide orientation and guidance to users on how to operate new software and computer equipment· Organize and schedule upgrades and maintenance without deterring others from completing their work· Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.)· Maintain records/logs of repairs and fixes and maintenance schedule· Identify computer or network equipment shortages and place orders

Supported Atos client with Active Directory (AD), Exchange, Identity Management, Active Directory Migrations, Enterprise solutions, and 3rd party application integration.• Work with other engineers and be responsible for the current state of Active Directory, LDAP/Authentication systems, access solutions, and infrastructure.• Manage and support the Active Directory (AD) environment, ensuring the security, integrity, and availability of authentication, authorization, and LDAP-related services to the enterprise environment.• Review system and directory services logs.

Provided internal and external customers with technical support, responding to phone calls, tickets, and walk-up requests.• Diagnosed, troubleshot, and resolved a range of software, hardware and connectivity issues while exceling in asking probing questions and researching, analyzing, and rectifying issues.• Routinely exceeded ticket closure goals, closing an average of 25 tickets daily (25% above average). • Partnered with Tier II End User and Tier II Hosting to resolve complex problems requiring escalation. • Triaged server and network events to ensure that incidents are resolved within the established SLA/OLA.• Ensured all equipment is properly maintained and service calls are placed and tracked in a timely manner.• Provisioned/decommissioned hardware (Laptops, Desktops, Macs, Servers, Storage) following company SOPs.• Worked heavily in Unix-based and Windows servers and appliances with both NAS and DAS.• Troubleshoot drive failures, space issues, and hardware failures according to SLA/OLA requirements.• Utilized MS Exchange Management Console to create and modify distribution lists, aliases, and mailboxes.• Utilized Active Directory to create and modify accounts, groups, OUs and manage group/role-based access rights.• Utilized SCCM 2012 to remotely support systems, install software, and run reports.• Managed user profiles and folder security and share permission settings.

Government organization assisting consumers in obtaining reliable, efficient and sustainable energy services at a reasonable cost.Tier II Desktop Support/Asset ManagementCreate support tickets using web based ticketing system to accurately document files.• Migrated PCs from Windows Vista to Windows 7.• Installed, repaired, maintained, and upgraded Windows desktop and Windows notebook computers.• Knowledge of remote desktop connections, peer to peer file sharing & other apps associated with remote assistance.• Ability to handle different clients and different systems simultaneously; answering calls, emails and greeting clients.• Reorganized inventory management system to increase the usable inventory to the highest level in contract’s history.• Wrote multiple Knowledge Base articles for targeted role responsibilities and tasks.

# Provided Tier II desktop technical support for 1000 users # Resolved 320% as many tickets (509 vs 159) as the average Tier II support employee

The research library that officially serves the United States Congress and is the de facto national library of the United States.Tier II HelpdeskProvided customer service and technical support on multiple applications and systems.• Provided desktop support for 800 local and remote Novell/Windows 7 users.• Designed custom OS installations for specific organization needs.• Researched and resolved issues/inquiries daily.• Escalated issues to the proper help desk associate when necessary and followed up on any escalated issues.• Communicated thoroughly with client representatives and customers, enabling effective information exchange.• Documented all inquiry activities in the appropriate reporting system.• Prepared correspondences, maintained records, and provided ongoing support to build rapports.• Attended presentations and seminars to ensure thorough knowledge and awareness company products.• Provided responses to inquiries in writing using professional email skills.

# Onsite technical lead with only minimal guidance from a remote supervisor# Provided onsite and remote technical support to all employees and senior management# Consolidated IT infrastructure from three different buildings into one# Networked and configured specialized shipping PCs for a new warehouse# Maintained on-site Windows 2003 servers and assisted with servers in remote offices# Administrated and installed VOIP devices across the facility# Imaged and configured Windows Mobile based wireless barcode scanners for use with newly developed ERP solution (Simparel)

# Independently diagnosed and repaired driver, printer, and network issues, reporting to site supervisor at COB# Migrated user data from Windows XP to Windows 7 PCs at multiple job-sites# Deployed systems and maintained web-based asset management system

# Built and repaired custom mobile computers for law enforcement and healthcare applications# Recorded and retrieved all service-related transactions in a MS Access-based database # Resolved customer inquiries via phone, fax, and email

# Provided help desk support for 50 end users in a Windows 2000 and XP environment# Built and repaired PCs# Recovered data from failing hard drives# Configured custom OS installations to meet specific user needs# Imaged and repaired 500 donated laptops for distribution to student body# Installed and tested networking equipment