James Graziani Email & Phone Number

Brunswick, Md, Us

Gaithersburg, Maryland, United States

As part of the EUS team, my roles include providing technical support to clients by troubleshooting applications, systems access, resolving hardware, software and network related issues. Utilizing call and ticket procedures to identify, resolve, or escalate through predesigned escalation paths. Monitoring service requests to ensure issue resolutions meet or exceed set standards. Provide guidance and technical to my peers to better assist their capabilities.Job Duties… Show more As part of the EUS team, my roles include providing technical support to clients by troubleshooting applications, systems access, resolving hardware, software and network related issues. Utilizing call and ticket procedures to identify, resolve, or escalate through predesigned escalation paths. Monitoring service requests to ensure issue resolutions meet or exceed set standards. Provide guidance and technical to my peers to better assist their capabilities.Job Duties Included:• Provide troubleshooting and resolution for workstation, server, and communications software and hardware issues• Open, update, track, and close tickets in the ticket management system with minimal assistance from the Tier 3 technician and the Technical Account Manager• Create clear, concise documentation in instructional knowledge-based articles• Collaborate with the Tier 3 Technician, Technical Account Manager and Client Technology Manager to escalate and resolve complex issues.• Provide onsite support for clients upon request from the Client Technology Manager. Show less

Gaithersburg, Maryland, United States

Provided end user support, both via phone and in person, and system support and maintenance within the organization's desktop computing environment. This included installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment to ensure optimal workstation performance and reliability. I also troubleshot problem areas (in person, by phone, or via remote access) with wired and wireless network connectivity, collaboration hardware and software, VPN connectivity, etc… Show more Provided end user support, both via phone and in person, and system support and maintenance within the organization's desktop computing environment. This included installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment to ensure optimal workstation performance and reliability. I also troubleshot problem areas (in person, by phone, or via remote access) with wired and wireless network connectivity, collaboration hardware and software, VPN connectivity, etc. Provided daily end user support and acted as an escalation point for more junior technicians and engineers.Sat up laptop and desktop computers and peripherals, tested network connections, installed and supported desktop software applications and operating systems, and trained end users on the use of computer hardware and software. Show less

Germantown, Md

• Provided on-site support to 200+ users and remote support for 1000+ users• Worked with Red Carpet Users, providing white glove service as necessary• Heavy support and record management through Service-Now technical support software• Dealt directly with requests and incidents alike and escalated when necessary• Assisted Helpdesk Personnel when an issue required escalation• Imaged and deployed hundreds of computers and accessories• SCCM and Active Directory object… Show more • Provided on-site support to 200+ users and remote support for 1000+ users• Worked with Red Carpet Users, providing white glove service as necessary• Heavy support and record management through Service-Now technical support software• Dealt directly with requests and incidents alike and escalated when necessary• Assisted Helpdesk Personnel when an issue required escalation• Imaged and deployed hundreds of computers and accessories• SCCM and Active Directory object creation and administration• Accustomed to working non-business hours• Windows 7 / Windows 10• Maintained primarily Dell desktops and laptops in this role• Remote user support via third party software (logmein) Show less

Washington D.C. Metro Area

As part of the Micros Application Systems team, my various roles have included but not limited to imaging, setup, and support of Micros tablets. Testing a mobile pay at table solution. Programmed and supported the installation of label printers.

Camp Hill, Pa

Have ownership of all PC’s and peripheral devices in assigned area, and provide users with excellent customer service. Work closely with other teams to accomplish goals in a timely manner. Continuously seeking to improve and strengthen technical and interpersonal skills.• Install, configure and upgrade desktop hardware and peripherals• Maintain confidentiality in regard to information processed, stored, or accessed.• Work with other technical staff, such as networking to ensure… Show more Have ownership of all PC’s and peripheral devices in assigned area, and provide users with excellent customer service. Work closely with other teams to accomplish goals in a timely manner. Continuously seeking to improve and strengthen technical and interpersonal skills.• Install, configure and upgrade desktop hardware and peripherals• Maintain confidentiality in regard to information processed, stored, or accessed.• Work with other technical staff, such as networking to ensure connectivity and compatibility with current system. Show less

Camp Hill, Pa

Part of an EHR integration team at Holy Spirit Hospital in Camp Hill PA to prepare the location for switching to new EHR software as part of a company affiliation.• Analyzing staff procedures and documentation to compare to new EHR system• Attend workgroup meetings to take part in the development of new workflows• Assist in training Staff & Providers in the use of new EHR system on go-live date

Camp Hill, Pa

Worked as part of a team brought in to migrate data from various programs that Highmark were terminating licenses with into an Oracle Database.

Harrisburg, Pennsylvania Area

Work under Systems Support Technician in assisting students and faculty with day to day IT issues.

Mechanicsburg, Pa

As part of a team, performed the diagnostics and repairs of customer laptops• Diagnosed problems based on customer complaint and thorough examination• Replaced components as needed in order to repair customer unit to satisfaction• Used various bench-marking software to run a final diagnostics to verify unit is performing to company qualifications before being shipped back to customer

Newville, Pa

Performed various operations in a warehouse environment.• Maintained inventory in a 954,000sq/ft. warehouse• Picked and delivered customer requests as well as performed inventory control using an electric pallet jack• Forklift used for moving customer product & loading product onto trucks.

Newville, Pa

Shippensburg, Pa

Millersville, Md

Removal and installation of computer terminalsPlacement and installation of networking peripheralsReplacement of CAT-5 Wiring