Jim L. Email & Phone Number

California, United States

California, United States

Newport Beach, Ca, Us

• Respond to helpdesk tickets over the phone, email, chat for I & II helpdesk• Provides troubleshooting assistance through remote controls tools to connect to customers• Enters appropriate and usable data into IT Service Management Ticketing system• Provides outstanding customer service and responsiveness to all end-users across all locations• Interprets, analyzes, diagnoses, documents, and resolves Level 1 and 2 IT issues hardware/software• Diagnoses and solves immediate complex questions and problems related to application software, operating systems, and antivirus• Installs, diagnoses, and resolves Level 1 and 2 problems for hardware, peripherals, and software systems• Provides technical assistance and training, as well as recommends remedial actions• Performs basic administrative and security tasks for a variety of applications and software, including but not limited to (50+ apps) MS Outlook/Sharepoint/Exchange, Active Directory, Great Plains, Kwiktag, DL Plus, CloudPoint, Cisco Jabber/Finesse.• Escalates complex issues to different IT Teams, as necessary• Establishes and maintains strong working relationships with various departments and team members• Contributes to library of Knowledge Base articles• Communicates resolution status proactively to ensure customer timeframe expectations are met or exceeded

Volunteering

Lake Forest, California, Us

• Respond to helpdesk tickets either in person or over the phone from I & II helpdesk queues• Work independent by providing technical assistance/help with Software and Hardware• SME Onboarding & Offboarding employees• Set up Systems (hardware and software) or roll back software on thin Client OS.• Respond to queries either in person or over the phone.• Escalate, record problems and their resolutions in ZenDesk.• Inventory management lead• Working closely with Cloud provider VPLS with basic or major issues virtual machines • Use the following: AD, Admin Center, Exchange & O365, Horizon VMWare for cloud (AppVolume), Software Encompass, TPO/theSpot, etc• Set up iPhones for the Account Executives in JAM

Laguna Hills, Ca, Us

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware along with maintaining, monitoring system resources, networks and printers.• Respond to queries either in person or over the phone.• Train computer users on basic computer skills and IT processes• Manage user security in Active Directory ñ adding, disabling and changing• Respond to email messages for customers seeking help.• Install, modify, and repair computer hardware and software using standard hardware, image software.• Install computer peripherals for users.• Follow up with customers to ensure issue has been resolved.• Escalate, record problems and their resolutions in ServiceDesk/ManageEngine to the next level• Sophos security applications, Troubleshooting EndPoints• Onboard, offboarding and auditing users into the active directory, applications and network systems• Monitor, work, assign and escalate requests in the Helpdesk ticket system ManageEngine

• Tier II support in Call Center Environment for dentist and orthodontist offices.• Remote Tools – LANDESK Management, ScreenConnect & Remote Desktop (RDP).• Exchange Server Admin/Outlook/Office365 – set up and remove accounts.• Active Directory (AD) set up, disable, suspend and remove accounts.• Printer set ups (network & locally).• Troubleshoot proprietary software applications such as AMDPI, Patterson. XVCapture/XVWeb and CompanyWeb.• MiTel VOIP phone systems.• Duo Security Mobility.• Tonitor (Solarwinds, Test, and fixes to confirm issues have been resolved.• Follow up with clients about performance of servers and computers.

• Call Center Environment / Customer Support/Service with password resets, phones, software and hardware issues in ticketing system ServiceFirst.• Install/Upgrade/Configure and Backup Database and Applications on servers/computers while remoted in via LogMeIn.• Troubleshoot applications such as MS Office (Outlook, Word, Excel) Title Express and StreamLine.

Henderson, Nevada, Us

• Responsible for handling phone calls thru the tier I ticketing system ZenDesk.• Providing technical/helpdesk and application support for Encompass and Loan Manager.• Responsible for supporting hardware of printer set-up’s, Active Directory and Microsoft Outlook email configurations and settings.• Responsible for system support: password resets, phones, troubleshoot via remote software GoToAssist.• Move workstation/computers.

• Responsible for system administration support includes: password resets, phones, troubleshoot via remote software Screen Connect/WebEx/JoinMe/Bomgar, other software includes RSA SecurID, Cherwell/HEAT/Salesforce/Service Now/Remedy• Responsible for supporting financial applications such as Teller, Navigator, Encompass, Snap, Orijin, Lending Space, DataTrac, AMB and FIServ• Responsible for handling tier I & II tickets providing Technical/Helpdesk and Application Support. • Handle large enterprise desktop experience and able to adapt and grow with the company. • Responsible for supporting hardware of printer set-up’s, Active Directory/ADManger Plus, and Microsoft Outlook email configurations and settings.• Supporting and troubleshooting Cisco VPN issues.• PolyCom phone systems.• Educate users on proper procedure and error resolution in all roles from origination to closing.• Manage Empower incident support requests for resolution• Document and track all support requests with status, eta and unsuccessful and successful steps taken for resolution• Perform research and follow up on troubleshooting for reported incidents prior to escalating

• Responsible for handling tier I & II tickets along with providing Technical/Helpdesk Support for all of the internal users at all of the companies listed above• Handled large enterprise desktop experience and able to adapt and grow with the company. • Conducted system administration support includes: password resets, phones, troubleshoot applications by remote with Screen Connect/WebEx/JoinMe. • Supported hardware of printer set-up’s and applications such as Teller, Navigator, Encompass, FIServ, Lansweeper, Active Directory/ADManger Plus, Microsoft Outlook email configurations and settings.• Support and troubleshoot Cisco VPN issues.

• Prioritized, analyzed, documented, and solved customer application issues regarding radio software and hardware• Effectively reduced support calls from tier I and II queue; such as computer hardware, application errors, database disconnections, and password resets, etc. • Handled on average 3 to 5 different issues simultaneously.• Responsible for supporting Microsoft Windows XP, 7 and 8 environment including Office suite. Executes SQL Scripts through the management of various stored procedures, reporting invoices, maintaining logs and Enterprise Data Reporting (EDR). • Wrote and updates Knowledge Base articles (Subject Matter Expert); stays abreast of changes in technical writing, standard operating procedures (SOP), documentation and practices. • Acquired expertise in computer systems and network hardware, CRM-Salesforce.com, Viero Software Suite, a unique platform that covers the aspects of radio software and hardware.

Education record

Certificate, Small Business Administration/Management

Business Administration And Management, General

High School, General Studies