James Stephan Email & Phone Number

Sherman, Tx, Us

Chicago, Il, Us

• Onsite IT Support Administrator with a focus on production plant floor, administrative staff and engineering staff IT needs. The focus is nothing IT related ever shuts down the production line.• Cloud Solutions utilizing VMware vCenter and VM's and SAN storage.• Maintaining the server room and all equipment in it.• iPad Tablets and Dell Laptops & Desktops – Doing Hardware repairs, OS and software maintenance and upgrade Support.• Maintaining the security Camera system• VOIP phone moves and setups.• O365 and Anti-Virus Support.• Utilizing the ServiceNow Ticketing System and populating the Knowledge Base following the ITIL Process.• LAN/WAN Support - Wired, Wireless, VPN.• Rotating on call 24/7

Plano, Texas, Us

• As part of the Implementation Team for NTTDATA, designed and built new customer Virtual Servers and all of the associated server needs, such as SQL, AD, GPO and Networking• Cloud Solutions utilizing VMware vCenter and Hyper-V on Dell Blade Servers• Carving and Parsing Data Storage, Dell Compellent (NAS)• Supporting over 500 clients and 3800 virtual machines in multiple data centers• Created Windows and Linux Server VM's via scripts and VM templates I created utilizing PowerShell.• Maintain Server VM images/templates for various operating systems. Windows and Linux.• Manage IP address allocation for new environments and/or individual server deployments into existing environments• Configure Domains, Active Directory, and Group Policies. Created users and security groups.• Worked in conjunction with other groups to identify and resolve performance, or system down, related issues in an expedited manner• Created and updated processes/checklists to support efficient standardized deployment operations per the ITIL Process.• Followed Best Business practices and ITIL processes to perform system updates/upgrades during maintenance windows.• Upgraded the Windows VM server OS’s with SCCM• Monitoring the entire system with SolarWinds and maintaining the customer SLA• Utilizing the Remedy Ticketing System and Creating Knowledge Base population following the ITIL Process• Rotating on call 24/7

• As part of the Electronic Data Team for ARGO, monitored various Banks instant loan approval systems for issues that could\did slow the approval or disapproval process.• Systems monitoring via proprietary interface with emphasis on issue mitigation.• Running hourly reports and sifting for issue patterns• Creating Weekly reports with trending and suggested avenues for improvement.

• IBM, HP & Dell – Laptops, Desktops and Servers – On Site Repair and Maintenance Support.• Ghost Image – Laptop & Desktop – Hot Fix & Enterprise Software• Microsoft O/S & Office Support• Printer/FAX Deployment & Maintenance Support• On Site & Remote Specialist – Ticketing System and Knowledge Base population• LAN/WAN Support – Wired, Wireless, Firewall, VPN, RDP, VNC & Switches• Backup and Disaster Recovery Services – Online and tape with offsite rotation

Follow up on sales leads and provide estimates and bids for a small remodeling/renovation company. * Work with customers to generate sales and maintained a 98% customer satisfaction rating via personal service.* Function as the office IT professional maintaining the VOIP phone system and all the office PC’s, Laptops, Printers and Fax machines.

San Mateo, California, Us

Maintain customer relations in a pre-sales, post-sales and technical support capacity for 1/3 of North America. Working closely with inside sales to grow accounts and provide on site technical support visits as needed. For a hardware and software virtualization company, targeting schools and small businesses. * Work with XP Pro, W2K3, VMware, Novell and Linux, in schools and small to mid-sized businesses.* Troubleshoot a wide variety of educational software packages, and provide creative solutions within 24hrs to these issues. Then document those fixes and place them in the web searchable knowledge base.* Operate a booth at tradeshows and put on workshops at those tradeshows showcasing the product, increasing sales and customer awareness.* Created a new market in junction with the sales team resulting in a partnership with Best Buy to use NComputing products in digital signage, increasing product sales by 5%.* Troubleshot technical issues and created new technical policies and procedures in correlation with the NSWAT team, reducing the cycle time to resolution.* Create and maintain support documentation and knowledge base articles for the Solution Center to use in customer support, reducing the call length by 75% on known issues.

Supervised and participated with teams on major projects and upgrades as well provide third level support and escalated issues from helpdesk on multiple levels. For a health clinic company with 250 locations nationwide.* Project lead to create a new HIPPA and Concentra Security standards compliant Windows XPe image for 4500+ diskless, fan less MaxSpeed thin client devices all pointing to a Citrix farm. Resulting in a HIPPA certification on all the units within 6 months.* Deployed images to these devices over the WAN using MMS gateway/FTP Servers, monitored and maintained 332 server gateways. Saved Concentra 100% of the overnight shipping costs and 95% of the employee downtime for these thin client devices if there was a corruption of the compact flash drive.* Built, tested and QA’d new department images to make sure they are up to company standard and are well secure for any security threats resulting in a more secure networking environment.* Improved subsequent maintain issue by documenting new procedures and troubleshooting tips for the helpdesk as needed.

Operated a home services repair company which provided free estimates on general home repairs/remodels. Sold it.Completed the repairs, generated customers/sales and maintained customer relations.* Provided construction site supervision to finish a 55% complete 23,000sqft castle.* Organized 20+ subcontractors, kept deadlines and completed it on time and within the $1.2 million budget.* Conducted weekly meetings with the owners, architect and sub-contractors to align weekly focus.

Solely operated the PC/Laptop/Windows CE handhelds and Thin Client repair and refurbishing department; while normal the staff of 3 were traveling on special assignments or on sick leave. For a health clinic company with 235 locations nationwide.* Stream-lined the process of repairs, so that most items were in place the next day, thus reducing down time related to hardware issues to 24 hrs or less.

Solely maintained a 232 mixed Novell NetWare 4.x, 5.x, spread over 225 wan links, providing all levels of user administration and security, in both the Novell and Windows environments. For a health clinic company with 225 locations nationwide.* Maintained the NDS tree and kept time synchronized on the servers, thus increasing uptime on the servers and NDS. Allowing printing via NDS to reach a 99% uptime.* Utilized DNS/DHCP on Novell, company wide, to streamline TCP/IP addressing with redundancy and fail safe measures. Decreasing support calls to the WAN group and help desk for TCP/IP issues by 80%.* Competent Windows CE, Handheld and wireless network specialist. Created a self-restore feature for Windows CE handhelds that the doctors used in the clinics to access the Citrix Farm and enter patient data. Thus reducing downtime to minutes from days, and saving the cost of shipping units overnight.* Provided help to the Windows team in the design of active directory, per my NDS design expertise.* Improved subsequent maintain issue by documenting new procedures and troubleshooting tips for the helpdesk as needed.

Operated a multi-server, Novell 3.12, 4.x and Windows NT 4.0, 220+ node 10/100 switched Ethernet network. Provided all levels of user administration and security in both Novell and Windows environments and maintained the corporate data center tape backup system. For a cell phone company specializing in the trucking industry, that used GPS tracking to locate and jeep track of drivers and loads.* Setup the policies and procedure for Legato enterprise wide backup solution and off-site tape storage schedule for disaster recovery, resulting in 0% data loss during my tenure.* Designed and implemented fully redundant switched backbone for the data center, increasing network performance 50% and reducing down time by 99.8%.* Helped design, implement and maintain the battery UPS and generator power back systems for the data center, increasing uptime for the data center to 99%.* Trouble shooting LAN/WAN TCP/IP issues and third level helpdesk support duties.

Detroit, Michigan, Us

Provided all levels of user administration and security in both Novell and Windows environments and maintained the data center tape backup system. For a help desk outsourcing company, which had 225 employees in the Dallas Branch.* Supervisor for two PC/LAN technicians who covered first level PC repair/installation and software issues.* Responsible delegating different tasks to each member of team, signing off timesheets, approve overtime and time off.* First remote office to manage inventory and deployment of PC systems under ISO 9000 certification.

PC repair and maintenance, cabling and network connectivity. For a small business accounting software firm which was later bought up by Peach Tree.* Provided First level helpdesk support duties, documented and then trained others.* Built and installed all PC software for the Windows desktops within the entire company.

Bba, Business Admin & Mis

Associcates, Business Administration