Drew James Email & Phone Number

Elm Mott, Texas, US

Elm Mott, Texas, US

• Protect company data and facilities by leading network and security operations, ensuring robust protection measures are in place.
• Identify solutions to business pain points, enabling users to optimize their efforts in their respective areas of responsibility.
• Consolidated multiple systems by migrating from GSuite, Slack, DropBox, and Buildertrend to the Microsoft 365 platform, simplifying communications and improving file management.
• Oversee software licensing management, procurement, and deployment across mixed BYOD and company-owned assets, leveraging Mobile Device Management (MDM) and remote access systems for enhanced security.
• Coordinate user training on all systems and services to ensure effective usage and maximize productivity.

Elm Mott, Texas, US

• Coordinated the design, plans, procurement, scheduling, build, and delivery of CargoHome tiny houses, ensuring alignment with project goals.
• Monitored and tracked build progress to continually enhance the efficiency of the build process.
• Guided the build teams in daily operations, providing oversight and training as needed to ensure smooth workflow.
• Instituted bulk purchasing and inventory management practices, resulting in significant savings in labor and material costs.
• Researched best practices and optimal materials, adding value and quality to the finished tiny houses.
• Achieved higher safety and quality standards through the documentation of standard operating procedures.

Satellite Beach, Florida, US

• Network and Wireless Engineer - Sr Consultant for Rural Wireless Internet Service Provider (WISP):
• Focused on systems design & simulation, network standardization, frequency planning & tuning, and radio & component integration.SMB Systems Engineer:
• Provided expertise in security, network infrastructure, endpoint management, VOIP, and mobile device management (MDM).Distributed WLAN Deployment:
• Delivered connectivity for over 30 SMB Point of Sale (POS) and business systems, enhancing operational efficiency and reliability.Publishing House Network Overhaul:
• Designed and configured a complete overhaul of the inside plant network and telephony infrastructure, resulting in improved communication and workflow.Campus Security Camera Infrastructure:
• Updated and configured the campus security camera infrastructure, including recording and monitoring systems, enhancing safety and surveillance capabilities.Audio-Video-Lighting Design and Integration:

New York, NY, US

• Deliver first-class technical support to customers by providing top-tier issue resolution for escalated problems, ensuring category-leading Net Promoter Scores (NPS), and fostering high levels of customer satisfaction.
• Collaborate with engineering teams to effectively bridge the gap between customers and various escalation points, facilitating timely bug fixes and feature deployments that enhance user experience and product.
• Resolve system outages promptly, minimizing downtime and ensuring continuity of service for clients.
• Perform system performance reviews and monitor AWS-hosted instances, making necessary adjustments to optimize performance and stability.
• Serve as a subject matter expert on complex system upgrades and data migrations, guiding both customers and internal teams through the intricacies of these processes.
• Mentor team members, enhancing overall support performance and promoting a collaborative work environment.

New York, NY, US

• Resolved advanced customer issues while maintaining a high rating of customer satisfaction, ensuring that client concerns were addressed swiftly and effectively.
• Guided technical support processes for improved efficiency, leveraging insights gained from customer interactions to refine workflows and enhance service delivery.

New York, NY, US

• Troubleshot complex issues, significantly improving uptime for enterprise clients and ensuring a seamless user experience.
• Worked closely with the engineering team to streamline system performance and address client requests, contributing to enhanced product reliability and customer satisfaction.
• Initiated and implemented training programs and aids that streamlined the onboarding process for new employees, drastically reducing man-hours spent on legacy methods and accelerating new hires’ development.

San Francisco, California, US

• Provided exceptional customer care to clients worldwide, addressing technical support needs with a strong focus on North America and LATAM accounts, consistently maintaining a stellar feedback score from customer.
• Chosen as the original North American support team member to build a support presence in the Western Hemisphere
• Troubleshot issues across the Skybox Security Suite, encompassing both physical and VM appliances, as well as the underlying Linux and MySQL infrastructure. Expertise included Java and web application GUIs, software.
• Assisted customers in connecting Skybox modules to a variety of devices, including firewalls, routers, switches, load balancers, wireless controllers, and various vulnerability scanners, asset management systems, IPS.
• Supported the North American and EMEA Sales Engineer/Technical Director teams during Proof of Concept (POC) activities, contributing to successful client demonstrations.
• Communicated and escalated issues to the appropriate higher-tier Support, Integration, Software Development, and Product Management teams to ensure timely resolutions.

Randolph AFB, TX, US

• Senior Network and Systems Administrator for the Air Force’s largest network defense laboratory and training ranges.
• Supervised and mentored over 20 Air National Guard and active-duty Air Force cyberspace technicians, fostering professional development and technical skills.
• Drove the unification of two organizations’ discrete Quality Assurance functions, monitoring five programs to ensure personnel safety and the proper functioning of $54 million worth of equipment across seven data.
• Coordinated the design and implementation of a joint-service virtual training environment built on Citrix Xen and NetScaler technologies. This initiative decreased annual travel and training costs by over $1 million.
• Created network support and incident handling protocols for the annual National Guard Cyber exercise, resolving issues submitted by over 400 personnel from more than 38 states and mitigating future problems through.
• Fielded a $2 million virtual range, replicating eight bases with a gateway security stack and opposing force networks built on XenServer and VMware. This network, built on Cisco, Vyatta, and next-generation firewalls.

Randolph AFB, TX, US

• Sustained network operations spanning continents from McMurdo Station, Antarctica to Greenland for DOD/NSF
• Advanced complete overhaul of inside plant copper, fiber and outside plant dual & triple-homed fiber backbone infrastructure with minimum impact to network operations for over 1500 users of security, voice, data, and.
• Sustained operation of over 1500 phones by maintaining legacy Avaya phone switch and the migration to VoIP

Randolph AFB, TX, US

• Overhauled the IT support department and training for all NY Counterdrug personnel across the state of New York.
• Launched an ITIL-based service desk system to track incidents from cradle to grave, which enhanced oversight and significantly reduced response times. This improvement was accomplished by standardizing operating.
• Oversaw network and system administration for MS Windows, OS X, and Linux systems, including wired and wireless network infrastructure and telephony (Cisco, Nortel, Avaya, and Linux-based firmware), alongside.
• Collaborated with embedded law enforcement (LE) intelligence analysts in cyber research to build cases.
• Modernized the website and produced videos and graphic design materials using Apple Final Cut Pro and Adobe Creative Suite.
• Migrated the website and email to a cloud-based virtual private server running CentOS and utilizing cPanel.

Randolph AFB, TX, US

• Collaborated with the lead project officer at HQ Air Force on one of the Air Force’s first cloud-based global Microsoft SharePoint deployments, the Munitions Command and Control (MC2) suite, utilized by all Air Force.
• Oversaw multiple munitions stockpiles across international locations, including Greenland, Antarctica, and New Zealand, supporting National Science Foundation missions.
• Modernized records management by converting all transactional and accountability records to secure electronic document systems.
• Assigned as a Drug Demand Reduction instructor, educating hundreds of children on the negative impact of drugs while promoting alternative activities in positive environments.

Randolph AFB, TX, US

• Guided and developed a team of 30 volunteers to perform Military Funeral Honors across three states.
• Promoted Air Force via retirement, promotion, changes of command, and civil ceremonies as Color Guardsman

Randolph AFB, TX, US

• Established the Munitions Control Section post-9/11, providing command and control for all munitions operations.
• Implemented database systems to track munitions, equipment, and personnel movements.
• Trained personnel in the assembly of GPS-enabled precision-guided munitions and the use of associated equipment.
• Assisted the Explosive Ordnance Disposal (EOD) unit in the safe detonation of defective munitions.
• Directed 1,900 movements of 368,051 lbs. of explosives, supporting over 4,474 air sorties for Operations Iraqi Freedom and Enduring Freedom, managing over $491,724 in munitions expenditures.

Randolph AFB, TX, US

• Enhanced the training of over 1,400 munitions personnel in combat munitions assembly and sortie generation/production at the Air Force’s only combat munitions training area.
• Managed a tool inventory of 35,000 pieces, including handling equipment, munitions test sets, and explosive safety equipment.
• Maintained munitions accountability for 35 base ammo accounts and a fleet of over 70 vehicles.
• Qualified in explosive and industrial safety, and munitions process management.
• Provided physical security for the Munitions Storage Area and Iron Flag exercise facilities.

Albany, NY, US

• Provided kitchen and bath design consultation, overseeing sales, order tracking, delivery, and installation coordination for customers.
• Established and implemented an in-house IT support function for three branches, resulting in decreased downtime and cost savings through comprehensive support for network, server, workstation, printer, and application.
• Enhanced customer service by training associates in new technologies and best practices.
• Improved loss prevention through an IP camera security surveillance system, including file maintenance of multi-camera recordings and correlation analysis.

Atlanta, Georgia, US

• Designed kitchens, bathrooms, offices, and other spaces, incorporating cabinetry and appliances for retail and commercial customers.
• Sold a comprehensive range of products, including cabinets, countertops, appliances, and plumbing faucets and fixtures.
• Participated in vendor and in-house training sessions on products and NKBA (National Kitchen and Bath Association) design guidelines.
• Delivered cross-functional solutions for customers, addressing flooring, décor, interior design, millwork, lighting, electrical, and plumbing.
• Educated and collaborated with contractors and DIY enthusiasts on processes and installation techniques.

• Pro Audio and Keyboard Department Head: Focused on system design, sales, installation, and ongoing maintenance of professional audio and keyboard equipment.
• Scheduled employee work hours, ensuring proper coverage and maximizing department efficiency.
• Created Standard Operating Procedures (SOPs) and forms, revamping the rental and consignment departments to streamline operations and improve customer experience.
• Performed setup, tuning, and maintenance of drums, amplifiers, and guitars, ensuring optimal sound quality and performance.
• Instituted a network file system and data backup, replacing the outdated tape backup system, reducing disaster recovery time from hours to mere minutes.

Technical Certifications, Leadership, Cyber Transport

Education record