Jim Little Email & Phone Number

Earth City, Mo

o Utilized SSH remote access to administer, configure, and troubleshoot Cradlepoint 4G modems, Ciscorouters, Star2Star and Intermedia VOIP solutions, and various analog telephone adapters at over20,000 siteso Operated in a PCI-compliant, UL-Approved 5-Diamond CSAA Certified Secure Operations Center –Network Operations Centero Configured and managed Linux-based VoIP PBX systems: ISP authentication, local VLANs, QoS, DHCP,and DNSo Provided remote support for on-site field engineers to diagnose and repair physical and softwareconfiguration issueso Utilized network tools including Ping, NMAP, and Traceroute o diagnose and troubleshoot networkissueso Provided a clear channel of communication via telephone, email, remote desktop, and chat softwarewith field engineers, vendors, customer support desks, and directly with customerso Created, monitored, escalated as needed, and closed service tickets per client SLA and needs

Earth City, Missouri, United States

o Performed enterprise wide IT Quality Assurance including test case and test plan development based on business requirements. o Coordinated testing across IT and Operations insuring maximum efficiency. o Worked closely with department managers to identify bottlenecks in their processes caused by application design/functionality issues.

o Designed, developed and integrated a turn-key technical support solution to handle all client related technical issues.o Identify and resolve end user and in-house staff computer related issues to ensure optimal functionality with subscription services.o Provide support in the form of voice, e-mail, support ticket, and remote desktop communications.o Supervised online technical support team to provide superior client service and satisfaction.o Developed User Acceptance test plans for in-house application and web deployments, updates, and bug fixes.o Performed User Acceptance Testing for in-house application deployments, updates, and bug-fixes.o Maintain a solid relationship with the IT team developers to ensure immediate and accurate bug reporting.o Performed User Acceptance Testing for web deployments.

o Installation, maintenance, and troubleshooting of low voltage cable systems and residential satellite systems. o Day to day management, record keeping, and tax preparation/filing. o Maintained highest level of client satisfaction and support.

o Responsible for the day to day operations of a professional window cleaning company, including bidding jobs and seeing them through to completion. o Coordinated and managed a team of contracted employees to perform large scale contracts including the Larimer County Colorado Justice Center, Larimer County Colorado Sheriffs Office, and Seagate Technology new build in Longmont, Colorado.o Coordinated and managed team members in a number of small scale window cleaning contracts for area businesses and residents. o Provided strong client support in resolving any issues that may have arisen. o Maintained all documents related to legal compliance.