Jim Tapp Email & Phone Number

Rochester, Ny

AWS Systems Engineer for the SchoolTool student management system at Mindex. Working on "lift and shift" of On-Premise infrastructure to AWS, to accelerate their transition to a full Software-as-a-Service company. Duties include: Design, deploy, monitor, maintain, optimize, and automate AWS hosting for SchoolTool as part of a team of systems engineersConfigure, monitor, and troubleshoot Load Balancers, Active Directory, VPN Tunnels, Firewalls, Network Routing, IIS, and MSSQLEnsure that hosting adheres to industry security best practice and aligns with Ed Law 2d, NIST CSF, and the NIST 800-53 r5 Moderate frameworks and controlsInvestigate and provide troubleshooting guidance for systems issues proactively detected by monitoring or escalated by customer support (Service Delivery) teamFind ways to continuously improve their operations and define new solutions to prevent potential recurrence or future issues from surfacingWork with the development teams to automate manual tasks and on tooling to support the continuous deployment of codeStudy and continuously learn from peers within our AWS Partner team and from industry recognized distinguished Amazon engineers

West Henrietta

IT Infrastructure management, maintenance, architecture, planning, and deployment.

Rochester, New York Area

Promoted to Level 2.

Rochester, New York Area

Promoted to Senior Technical Support Expert

Rochester, New York Area

Rochester, New York Area

Rochester, New York Area

• Provide phone based technical support for the proprietary PrISM software developed in house, as well as Windows 2K, XP, and 7, PCCharge, MapPoint, and a variety of others. Also supported a vast amount of POS and PC related hardware dating back to DOS• Personally documented and resolved over 16,000 support and bug tickets• Wrote over 150 KB’s and training guides, created numerous support procedures• Performed over 20 on site installations and training sessions nationwide

Rochester, New York Area

• Installation, programming, and customer training for custom home theatres, whole house audio, home automation, computer networks, and phone systems.• Installation of various wiring (both new construction and retrofit, residential and commercial) including cat5e, coax, speaker wire, and optical fiber.• Retrofit and new home installation of various wall plates, in wall speakers, audio/automation/network equipment, etc. • Consultation and sales for all above items.

Rochester, New York Area

• Sales of computers, TVs, audio equipment, camcorders, cameras, office equipment, etc.• Acquired extensive product knowledge; relevant for use in sales and repair.• Sought by customers and fellow employees to provide technical support both in the store and on the phone.• Achieved a department record of credit applications, and was requested to assist fellow employees reach their goals.

Rochester, New York Area

• Monitored public use of computer/multimedia kiosks.• Performed repairs and upgrades on area locations. Serviced distant locations upon request of management.• Often assisted out of state technical support department, saving on travel expenses.• Managed employees at two mall kiosk locations (about 8 people).