Jamie Graham Email & Phone Number

Waltham, Massachusetts, United States

- Conducted training sessions for new hires and upskilled existing staff in optimizing our collaborative tools, emphasizing best practices.- Developed a comprehensive repository of instructional materials, including documents, videos, and best practice guidelines.- Spearheaded the adoption of the Fellow meeting management tool to enhance company meeting.

Massachusetts

• Performed internal IT audits of all managed platforms.
• Lead the implementation and rollout of the company’s security orchestration, automation, and response platform.
• Sole point of contact for installing and troubleshooting company’s in-house software.
• Provide onsite and remote support for employees.
• Process Improvement and Implementation.

Newton, MA

• Provide support for over 200 individual clients and companies.
• Support client-specific software and hardware needs remotely and onsite.
• Create and maintain technical documentation of individual client environments.
• Train and mentor new staff.
• Utilize basic knowledge of network troubleshooting, including DHCP, DNS, and VPN.
• Participate in a range of projects, including email, server, and phone migrations, client office relocations, and in-house server-to-cloud data migration.

• Provided daily technical support and respond to inquiries for TMS Time Management software.
• Assisted in configuring time management hardware and devices.
• Created and maintained technical documentation.
• Worked with the development team to assess and address system defects.
• Integrated software changes, including hotfixes and upgrades.

Worcester, Massachusetts

• Provide support for Deltek’s Costpoint EPR system, Time and Expense, and Kronos WFC.
• Assist users with identifying business requirements for testing and resolving client issues.
• Create and maintain technical documentation.
• Provide onsite and remote support for employees.
• Responsible for running weekly vendor scripts/feeds and uploading to vendor sites.
• Additional customer support project/task assignments, as assigned.Key Achievements:

Waltham Massachusetts

• Multi-platform user account management.
• Corporate HQ Office Move Project Implementation contributor.
• Create and maintain technical documentation.
• Provide onsite and remote support for employees.
• Asset management and reporting.
• End user desktop configuration.

Westborough MA

• Provided technical support for Zensar customers across North America.
• Resolved tickets involving software installation and support, virus removal, hardware diagnosis and support, mobile device set up, and user account management.
• Create and maintain technical documentation.
• Organized high-priority conferences for companywide outages and emergencies while managing communication to all stakeholders.
• Utilized ServiceNow cloud-based ticketing software to generate company reports. Key Achievements:
• Received the Zensar 2014 Excellence Award for Young Star.

Framingham, Massachusetts