James Metcalf Email and Phone Number

Provide engineering, installation, configuration and integration of Everfox commercial-off-the-shelf (COTS) cyber products. Provide on-site troubleshooting, and on-site support to customers including version upgrades. Provide on the job training to the customer as needed. Prepare technical documentation to include as-built design, requirements, and Standard Operating Procedures. Provide technical briefings to customer leadership and Everfox corporate leadership as required.

Due to being located at a remote location, not only do my duties still include all duties from my Support Specialist III entry, but also includes:Administration of various operating system distributions; support server and network infrastructure. Oversee the installation and configuration of systems to comply with Government regulations. Implement system and software testing. Respond and evaluate system and network security incidents. Maintain and update documentation for systems and networks. Evaluate potential equipment components and software. Present system and network security principles and technology solutions to diverse audiences. Routinely interact with other Information Technology professionals. Provide specialized guidance and customer support to ARL staff and customers. Tang integration with existing and newly imaged Linux systems.

Provide 1st and 2nd and 3rd tier PC support by diagnosing and resolving problems with computer hardware, peripherals, computer configurations, and software. Maintain system documentation. Provide end-user computing support through orientation, computing Q&A assistance, and basic application support. Computer build and configuration by applying ARL build/configuration to systems and customizing per end-user requirements. Manage infrastructure/cable plant administration, such as patching computer/phone network ports to switches, as well as other cable infrastructure related preservation. Support both AV and VTC equipment; hardware/software evaluation and recommendation. Participate in process documentation and improvement efforts. Participate in endpoint management and administration functions. Audit offline systems for secure usage. Manage Puppet/Foreman server for imaging desktops and servers. Created CIS hardened Ubuntu, CentOS, and RHEL images and process to deliver images via Foreman. Developed an automated process to migrate Foreman managed Linux systems from a legacy Foreman server to a newer EFI based Foreman sever.

Client consultant for small to medium sized companies. Maintaining and providing troubleshooting for servers, phone systems, network infrastructure, and desktops. Providing asset control for clients. On a daily basis worked with VMWare, Unifi, Apple devices, AD, Connectwise, Cylance, Synology, and Datto devices.

Install, configure, troubleshoot, and resolve incidents related to hardware, software (COTS, GOTS, custom), web sites, instrument controllers, VoIP systems, and conference room equipment. Follow relevant procedures to resolve incidents and fulfill requests within agreed upon SLAs. Provide outstanding customer service both at desk-side and via remote tools such as Bomgar, Cisco Jabber, Microsoft Lync, and Windows Remote Control. Support secure operations by maintaining anti-virus and endpoint security applications and remediating vulnerabilities, security violations, and incidents within designated time constraints. Assist with systems administration, troubleshooting, and resolutions. Maintain appropriate levels of inventory for desktops, laptops, and peripherals. Ensure compliance with all security and operational policies and procedures, including the United States Government Configuration Baseline. Establish productive working relationships and maintain effective communications with teammates and users. Deploy Adobe Products when requested and provide assistance on application usage. Deploy and support Macs ranging from Snow Leopard to High Sierra. Deploy and support systems running Linux. Familiar with Service Now ticketing system.

Provided above and beyond help desk support. Part of my day to day support included: Blackberry Exchange support on mobile devices, Cisco AnyConnect, SecurID tokens, SmartCards, PKI Certificates, Office 2016/365, maintain Host Registration Databases with InfoBlox, maintain MAC Authentication Databases, and Remote administration of computers via Bomgar. Worked with emails, chats, and web tickets via Cherwell. Also I worked with DTMs to assist users with hardware procurement. Member of a team recognition focus group that helped plan events that show recognition and provide direction to the Helpdesk. I was the Primary HelpDesk Tools SME, Primary InfoSec Apps SME, and Backup Mac Security SME.

Located at Microsoft in Reston, VA supplying helpdesk support, Break/Fix, Printer configuration, and system imaging. Supported Surface Pro 3, HP Z230, Dell Precision M4700, Asus UX31a devices.

I supported users that work with the creation of the daily print and the electronic edition. Supported PGL, Xpance, Saxotech, and the workflow in Newsway. My daily support load was a 60/40 mix of PC's and Macs. Worked with about 20 Server VM's in a Citrix environment. Along with the IT duties I helped paginate Sun News classifieds and Plain Dealer Obituaries.

Supported 104 end users on a daily basis. Daily Duties included supporting Windows XP, Windows 7, Migration from XP to 7, VMWare, Office 2010, Network monitoring, and Asset Management.

I have been working with Robert Half Technology on 3 separate contracts since November, 2011. I worked with Youth Opportunities Unlimited through March 2012 as a frontline Desktop Support Analyst. When the contract with Y.O.U. was completed I moved on to Lakefront Lines Bus Charters and worked for them as their sole IT tech for 4 locations in Ohio until June. 2012. Following that contract I started work for Horsburgh & Scott as a part of their IT team.

I performed end user support via Remote Desktop. On a regular basis I would travel to remote sites and support the Career Counselors. Wired the Computer lab to the switches. Created tech documents on using the Media Computer to work with photos, video, and how to back up data.

Contracted by HP for NASA to do system deployments and migrations for end users. System migrations involve Windows to Windows, Windows to Mac, and Mac to Mac.

Worked for Capstone Corp., contracted by HP to work at NASA. System deployment and system migrations to end users. System migrations involved Windows to Windows, Windows to Mac, and Mac to Mac.

Technical Support to Clients handling Learning Management Systems (LMS) such as Moodle, Blackboard, and Desire2Learn. I also worked with Remedy Help Desk ticketing system.

Computer Repair and Diagnostics. Network configuration with weekly backups. Regular deadlines to meet the customers needs.

Delegation of Duties to other Crew Members. Cruise Preparation and after Cruise Cleanup. Boat Maintenance and Operation. On a daily basis I would drive the boat for the Captain. When departing and docking the ship I would be the Captain's eyes and radio our position so that he could maneuver us safely.