James Gordon Jr Email & Phone Number

Menomonee Falls, Wisconsin, United States

Henry Maier Festival Park (Summerfest Grounds)

• Train and supervise employee while delegating tasks and assigning positions in order to properly and efficiently run my assigned area/stage • Properly maintain a safe and enjoyable environment for patrons and performing artists at multiple events hold on Henry Maier Festival Park grounds including Summerfest• Communicating with patrons while providing excellent customer service • Monitoring the park's security base including computers, alarms, cameras and radio system• Troubleshoot and resolve technical issues that arise with the camera system and computers while I'm on duty

• Exhibits guiding behaviors that reflect Children’s values and support our mission and vision. • Provides technical advice, guidance, and informal training to customers.• Supports multiple applications with varying users, technologies, and complexities.• Actively makes contributions that improve the Service Level.• Demonstrates expert knowledge of handling outages/major incidents by completing all tasks independently without prompting or reminders.• Troubleshoots and restores technical service and equipment by analyzing, identifying and diagnosing problems and symptoms using established processes and procedures or independently using other sources, such as the internet, for answers.• Tailors length of call to call volumes while maintaining acceptable customer service. This involves a strong ability to multi-task, prioritize, and organize.• Creates thorough and accurate documentation for future resolution by the Service Center that will be published in the knowledge base.• Displays good judgment and caution when completing file restores, network shared drive increases, and Outlook Exchange email increases.• Understands and diagnoses virus and malware including removal and troubleshooting.• Participates calmly in immediate go-live support of major technology or other releases.• Demonstrates continual usage of the knowledge database as a first resource while answering calls. Works collaboratively to make corrections as needed.• Completes and participates in the on-call schedule in the Service Center. Available for on-call support off hours (including weekends and holidays), pager/on-call phone for 24/7 response.• Ability to work under pressure and meet deadlines with frequent interruptions and redefined priorities while still handling customer calls.• Informs leadership of all activities and issues arising with any assignments or projects.• May participate in small projects.• Performs other duties as required.

Greater Milwaukee Area

- Perform diagnostics and navigate requested and recommended repairs in a timely fashion- Phone and in-person contact with clients to reveal diagnostic discoveries and make recommendations for protecting and defending client devices- Partner with other team members to ensure proper documentation of client requests- Support Geek Squad efforts to protect the world, one device at a time

Franklin, Wi

• Responsible for providing Tier 2/3 operational productivity assistance to Field Reps and Home Office on computer and related hardware and software technologies. • Provide 2nd level or end user telephone support for computer systems (Dell Laptops), which may include over 600 proprietary applications, software, hardware and telecommunication issues ie.. VPN connectivity. • Display excellent communication skills, both written and oral, demonstrating tact and diplomacy in obtaining information and cooperation relative to the solution of a problem. • Troubleshoots hardware and software problems, assist users with desktop applications. • Utilizes applications such as Tivoli / Peregrine asset center to track user requests from trouble-ticket generation through problem resolution. • Escalate problem to other network or system support personnel when the problem is not easily identified and corrected. The Helpdesk resolves a high degree of issues and passes high end issues to level 3.• Extensive technical knowledge of business personal computers with a strong emphasis on problem diagnosis and resolution; to include comprehensive knowledge of Windows XP, Windows 7, Windows 2000, NT, PC Memory, System restores, VPN connectivity, ability to learn proprietary applications, disk management, knowledge of networks, Internet and telecommunications

West Allis, Wisconsin

Assists Brookdale employees who are having computer related problems. Key responsibilities include call handling, call tracking, problem diagnosis, resolution & escalation, working with other IT teams to understand specific applications and systems, education of end user services in specific application areas. This position provides the first level of support to the user community.• Answers phones and records all customer requests for problem resolution, new hardware/software or information within problem management system.• Provided support for Microsoft Office suite (mostly with Outlook and Excel)• Retrieves voicemail messages and records into problem management system.• Isolates the problem, determines cause and takes action steps necessary to resolve the problem.• Performs corrective procedures to resolve the problem. Verifies with customer the effectiveness of corrective actions to ensure problem is resolved.• Application/Network diagnostics with support tools like Active Directory and Solar Winds• Works directly with other IT teams to understand end user needs for new applications and systems.• Stays informed about specific application and system changes that are being made at Brookdale by working with appropriate application and technology teams.• Routes accurate and detailed descriptions of unresolved problems to the appropriate support personnel.• Stays informed of all system changes that affect customers.• Coordinates with customer, PC/LAN Specialist team and vendor the servicing of malfunctioning hardware.• Maintains record of work performed and prepares activity report as requested using ticketing system BMC Service Desk Express.• Establishes and maintains effective working relationships with all IT staff, vendors, customers and management.• Makes support decisions which are consistent with department and company computing policies.• Encourages teamwork through cooperative interactions with co-workers.

Menomonee Falls, Wi

• Configure software for updates and internal production machines• Schedule and perform remote software updates for customer machines in the field• Document all software update activity by use of programs created using Microsoft Access• Provide phone support and/or remote access support via NetSupport software to troubleshoot controls in Windows XP and Windows 7 environments, educate customers, and/or update customer's controls while providing quality customer service.• General and growing knowledge of oxyfuel and plasma cutting technology, sequence of operation, and system components• Able to operate cutting machines and demonstrate the following: manual moves, basic part programming, oxyfuel and plasma cutting, and marking.• Given responsibility of programming all newly built production machines and also all CPU and Global Control units for Messer's Loaner Program• Assisted with multiple transitions to new updated company software interfaces and also the company's transition from Windows XP to Windows 7 operating systems.• Used virtualization to make some processes more efficient and productive by creating virtual machines for all Messer Global Controls (Global S, SM, Plus, & Core 2 Duo) which allowed employees to install and test new updates, features, programs and bug fixes on various controls without the need of having that specific control or computer present

Messer Cutting System Through Brookfield Office

• Configure software for updates and internal production machines• Schedule and perform remote software updates• Install software on production machines• Document all software update activity • Create and update machine documentation