James Wesson Email & Phone Number

Birmingham, Al, Us

Birmingham, Al, Us

Birmingham, Alabama, Us

Birmingham, Al, Us

• Provide desktop, network and telecom IT support services for nurses, medics, pilots, and managers at ground and air medical transportation facilities across four states as well as executives and support staff across two local corporate offices.• Troubleshoot hardware, software, network, and telecom incidents. Identify sources of incidents and resolve when possible; work with network and development teams or third party vendors to address and resolve non-local issues. • Represent enterprise IT support team and guide employees through IT support environment changes including migration to service desk as first point of contact, routing customers to after hours on-call technicians • Manage and execute all IT and telecom related tasks for new air and ground medical transportation bases, including coordinating new services, ordering and configuring all base IT equipment, and deployment and setup at base location.• Develop and deploy AirMed Customer Care Center emergency relocation IT kit including laptops and mobile data communications to allow for anywhere relocation.

• Work directly with individuals to provide assistance and advice for small business and individual IT needs. Provide desktop support, troubleshooting, solutions consultation and suggestions for security and data backup needs.

• Support 1500 customers as a member of a nine-person team servicing Windows 7/XP and Mac OS X workstations, iPhone, iPad, Blackberry, Android, local and workgroup printers and scanners; scientific, medical, business, and in-house applications.• Create Knowledge Base (KB) categories, templates, workflow, and training curriculum; teach two KB classes to 50 technicians; write, review, edit, and approve ServiceNow KB articles; contribute 25 published KB articles. • Collaborate with team to create support workflows during IT restructuring: create new support teams, expand support from 500 to 1500 customers, on-board new departments, manage increased workload, adapt to new performance metrics.• Develop IT infrastructure requirements for the UCSF Osher Center in new building by mediating needs of stakeholders, IT engineers, and facilities managers; communicate requirements to IT and architecture project managers throughout construction.• Assess business and technical needs for SOM ISU inventory management: define scope, analyze products, select candidates, contact vendors, coordinate interviews with stakeholders, write assessment and make recommendations to management.• Comprehensive use of IT support tools including ServiceNow, BigFix Console, Active Directory OU management, Bomgar Remote Desktop console, Windows Remote Desktop, Symantec Endpoint Protection, PGP Desktop, PGP Enterprise Console, CrashPlan Client and Recovery Console, Juniper and Cisco VPN, Cisco Jabber, Casper Imaging, MDT, Box.

• Manage a two-person desktop computing support team for two departments across four locations. • Administration of servers for First Class email, Windows NT4 files and accounts, and Retrospect backup.• Consult with clients, managers, and enterprise IT groups on departments’ IT needs and projects.

San Francisco, California, Us

Service Desk and Tier 1 level desktop computer support assistance to clients for both Windows and Macintosh computers.