James Gifford Email & Phone Number

Tacoma, Washington, United States

• Engineer, administrate, and support end user devices.• Manage IGEL and Wyse thin client systems.• Troubleshoot and configure Windows 10, Windows 11, iOS, and Android operating systems.• Manage iOS devices using Jamf Pro.• Manage Windows and Android devices using a hybrid AD/Intune environment.• SME for Wyse and IGEL thin client environment.• Write technical and troubleshooting documentation.• Monitor alert programs and emails and proactively resolve issues.• Work with ServiceNow ticketing and data-gathering systems.

Tukwila, Washington

• Provide technical support for desktops, laptops, printers, and tablets for all employees and management.• Manage IGEL and Wyse thin client systems, using a Citrix Storefront.• Manage Rubrik appliance backup solution.• Troubleshoot and setup Windows XP, 7, 8 and 10 systems.• Support users with Outlook/Exchange accounts for Office 2016, 2013, and 2003 on Windows and Mobile Devices.• Head solo and group projects to upgrade company systems and equipment.• Research, review, and purchase new equipment.• Manage, organize, and track IT Assets throughout the company.• Rewrite and standardize technical documentation.• Support Crestron and Extron conference rooms.• Setup and troubleshoot UPS WorldShip.• Support for Fortinet VPN routing, Avaya VoIP devices, SafeNet 2FA, and work at home desktops and software.• Configured and troubleshot Juniper and Cisco networking equipment.• Setup Wireshark network sniffers.• Supported software including MS Office ’97 – 2016, DHCP, vCenter, Avaya IP-Office, IGEL UMS and ICG, Citrix Storefront and Workspace, PowerShell, SolarWinds Orion Platform, ASG-Desktop, and remote assistance tools.• Monitor alert programs and emails and proactively resolve issues.• Document bug fixes, troubleshooting and training guides.• Working with Wrike and Kace ticketing systems.

Draper, Ut

• Provide tier 3 technical support for desktops, laptops, printers, cell phones, and tablets for all employees and management.• Manage Microsoft group policy, active directory, windows updates, and image deployment.• Troubleshoot Mac, Chromebook, Windows, Android, and iOS platforms.• Support users with Outlook/Exchange accounts for both O365 and Office 2016 on Windows, Mac, Android, and iOS devices.• Head solo and group projects to upgrade company systems and equipment.• Manage, organize, and track IT Assets throughout the company.• Trainer for new helpdesk technicians and write up technical documentation.• Support standard and video conference equipment including Crestron and Extron.• Audio/Visual Support including audio mixing and multiple screen projection.• Onsite and remote support for barcode scanners, image scanners, high volume production printers, office printers, and thermal printers.• Setup and troubleshoot logistics handling software including Endicia, UPS WorldShip, and an internally published warehouse management system.• Support for Cisco VPN routing, Cisco VoIP devices, and work at home desktops and software.• Configured and troubleshot Cisco Routers.• Supported software including MS Office ’97 – O365, MS SharePoint, Skype/Lync, DHCP, MS System Center, PowerShell, SolarWinds Orion Platform, R-Admin, and remote assistance tools.• Document bug fixes, troubleshooting, training guides, severity impact hits, and access requests.

Salt Lake City, Ut

• Technical Support Agent with Verizon FiOS.o Inbound support for residential TV, phone, and internet.o Schedule technician dispatch and equipment dropships.o Troubleshoot FTTP and Coax connections.o Flex Shift team member responsible for working on call when queues reach high levels.• Consumer Relations Manager with Toshiba Electronics.o Inbound and outbound for escalated cases involving Toshiba computers and TVs.o Basic troubleshooting and tech support.o Determining if problem electronics warranty replacement or repair. o Scheduling private contract and depot repairs.