James Chambers2015 Mather Way Apt B Elkins Park PA 19027

Mobile: 215-450-8823 | email: tenth.letter@live.comLinkedIn: http://www.linkedin.com/pub/james-chambers/58/186/4b7

Seasoned Desktop Support ProfessionalDesktop Support Technician

James is a versatile desktop support professional with 5+ years of IT experience as a desktop support technician for companies like Workplace Options in NC, Corporate Call Center, Penn Medicine and New Penn Financial. Proven data network support with success implementing new projects and managing and providing support for everyday operations which includes setting up desktop environment and troubleshooting configuration issues for systems with more than 1000 users. Demonstrated the ability to learn and teach new concepts, easily adapt to change and manage multiple concurrent tasks. Core skills include:

Implementation Configuration

Management Perform with

minimum or no supervision

Quality Assurance Process & Procedure

Documentation Requirement

Analysis Training

Testing Effective Problem

Solving Outstanding

communication ability

Professional Experience

New Penn Financial, Blue Bell, PA | 4/2016 – 12/2016

Desktop Support Technician Level 2 (contract)Provided desktop support level 2 and up. This included end-user computer management including inventory. New hire process included creating AD accounts along with other accounts. Managed the work queue including completion of break-fix and new equipment requests. Managed and performed desktop imaging. Assisted with building and maintaining WDS (imaging deployment server). Configured and processed hardware request. This company uses Dell products. Completed Dell Direct Tech certification. Provided the ability to prioritize projects and incidents along with working with limited supervision. Main accomplishment: Completed reconciliation project of inventory management

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Cotiviti (formerly Connolly), Conshohocken, PA | 11/2015 – 1/2016

Desktop Support Enterprise (contract, project)He provided support for the encryption migration project along with providing desktop support for day to day operations. Details: Switch out user laptop with a freshly imaged one with Bitlocker encryption. Image laptop and install proper packages/software via SCCM and Active Directory. Apply user configuration including data migration. Provided excellent communication and management skills with end-users on all levels throughout the process. Provided the ability to prioritize projects and incidents along with working with limited supervision.

Short-term ContractsJames has participated in many desktop projects such as Windows 7 migration, desktop refresh and encryption switchover along with providing desktop support for day to day office operations. He has provided customer support from normal end-user to executive both remote and hands-on. He has utilized main tools such as Active Directory, SCCM, HP Asset Management, Bitlocker Encryption, Service Now ticketing system and Citrix user administration along with other tools. He has also used tools as a workaround like PowerShell and CMD. For example, mapping a network drive and creating a string of tasks like deleting folders before an install occurs. Another example is creating a script to remove all broken user profiles from registry. Tool last used at IBC. For one, James will do whatever it takes to get the job done, extend his network and stay active in the field no matter what. He still continues to seek a long term commitment where he can utilize his technical and commutative skills which he still continues to keep sharp and up-to-date.

Employers: Cotiviti (Healthcare) via InSight Global staffing, Independence Blue Cross (Healthcare) via System Staffing Group (8/15-10/15), PMA Insurance (Financial) via InSource Staffing (6/15-7/15), FlexLink (Industrial) via Robert Half staffing (7/13-8/13)

Penn Medicine, Philadelphia, PA | 11/2014 – 5/2015

Desktop Support Tech (contract, project)He provided technical support for the Windows 7 migration project for many sites under Penn Medicine along with providing desktop support for inpatient/outpatient/office environments both hands-on and remote. Main tools used: Windows 7/XP, Active Directory, SCCM 2012, Lenovo shop, ticketing system, in-house clinical apps such as PennChart, Sunrise and Epic.

Selected Achievements: Windows 7 Upgrade project - Imaged Lenovo equipment from Windows XP to Windows 7 which

included installing and testing clinical software at hospitals and outpatient clinical sites. Process included: documented PC specifications to determine upgrade or replacement, backup user data (PST files, documents, favorites, settings etc..), configuring Outlook and PST files, reimaging PCs from PXE server and replacing users data back on new image, providing good customer service skills, traveling to different locations including remote sites for deployment.

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Provided desktop support for multiple locations including Presbyterian and PAH. Responded to tickets in a timely fashion. Issues included: troubleshooting healthcare related such as Epic and Sunrise server printing, Navicare and PennChart (patient applications); audio and video conferencing configuration using Polycom which included installing required software, network configuration and physical connections; and core Windows issues such as drive mapping and permissions.

Participated in moving user computer equipment to different locations as renovations occurred at different sites. Replaced monitors with newer ones. Rounding which included cleaning up and making sure stations like PAM machines are working properly.

Corporate Call Center, Blue Bell, PA | 9/2013 – 8/2014

Desktop Support Tech, Jr. Network Admin (contract, project)He provided multi-tier technical support for internal and external users. Responded to and resolved issues for both software and hardware along with assisting other team members on certain projects. He utilized Spiceworks ticketing system including priority of tickets and escalating when needed. He educated users on the use of this system. He Installed, supported, maintained and monitored end-user hardware, phone and software. He assisted in configuring and managing user accounts including email and permissions. He managed end-user configuration including anti-virus tools utilizing Altiris and HP Device Manager. He assisted telecommunications by providing end-user support for Polycom video/audio devices. This included: monitoring calls remotely such as make/end calls and configuring audio/video peripherals; Network configuration in the backend and physical connections on the device itself; and system profile management including home screen settings and user access. He utilized network analyzing tools mainly Solarwinds Orion to help troubleshoot and manage the network on LAN (switch), WAN (MPLS) and remote (VPN). He assisted in configuring access switches via command line and Cisco’s Network Assistant which include configuring interfaces, IP addresses, VLANS, trunking, STP and routing protocols. Participated in 24/7 support rotation (on-call). He acted as CCC's main point of contact on technical issues for Highmark's IT department.

Selected Achievements: Participation in the setup, completion and management of projects for CCC's client Highmark

healthcare carrier. This included setting up all end-user equipment at stations and configuring the network. Equipment included 600+ HP t610 thin clients and Avaya 1616 IP phones.

Participation and completion in the deployment of SEP and other software to all thin clients using Altiris. Accomplishing this goal allowed him to take ownership of managing and deploying software configuration. He also managed and deployed software outside of Altiris which included installing and testing, MSI packaging utilizing 3rd party software like Advanced installer and deploying via group policy. Also used as workaround tools is PowerShell and CMD.

Participation and completion of department moves and upgrades. Participation in ensuring and providing leadership. Provided ideas for the most cost-effective

and efficient use of end-user devices. Suggested and provided IT solutions to business and

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management problems and requests. Ensured that all IT equipment complied with company standards which included following defined security and compliance practices/procedures for ensuring the integrity and security of enterprise data.

HCL America, Cary, NC | 2/2013 – 4/2013

Help Desk IT Support (contract)Provided remote technical support for HCL's client Deutsche Bank users located in the UK. Environment was 100% virtual utilizing Vmware. Utilized cloud apps to provide technical assistance. This included remote desktop, application management, DB Symphony ticketing system, Domino Server access to configure and troubleshoot Lotus Notes, BES server to configure and troubleshoot blackberries and Vmware tools to manage virtual sessions and configurations. He also supported users in other locations such as NYC and India along with users working remote.

Workplace Options, Raleigh, NC | 10/2009 – 4/2012

Desktop Support Tech, Jr. Network Admin (permanent)He provided multi-tier technical support for internal and external users. Responded to and resolved issues for both software and hardware along with assisting other team members on certain projects. Utilized and managed Track-It ticket system including priority of tickets and escalating issues when needed. He maintained knowledgebase. He educated users on the usage including setting up permissions and portals to use this system. He extracted ticketing reports when needed. He installed, supported, maintained and monitored end-user hardware, phone and software. He assisted in configuring and managing user accounts including email and permissions. He managed end-user configuration including anti-virus tools. He assisted telecommunications by providing end-user support for Polycom video/audio devices. This included: monitoring calls remotely such as make/end calls and configuring audio/video peripherals; Network configuration in the backend and physical connections on the device itself; and system profile management including home screen settings and user access. He utilized network analyzing tools such as LANSweeper and Solarwinds Orion to help troubleshoot and manage a network on LAN (switched), WAN (MPLS) and remote (VPN). He assisted in configuring access switches such as configuring interfaces, IP addresses, VLANS, trunking, STP and routing protocols. Participated in 24/7 support rotation (on-call).

Selected Achievements: Participation and completion of the Roll-over project from Windows XP to 7. Participation and completion in the deployment of Symantec Enterprise Vault. Acquiring ownership of tracking all end-user and network equipment and software including

licensing. This included creating a Sharepoint site by uploading an Access database created, utilizing scanning equipment which worked in conjunction with database, software inventory and deployment via SCCM 2007 and MSI packaging for deploying outside of SCCM. Also purchased, configured and tested most equipment and software.

Participation and completion of department moves and upgrades. Participation in ensuring and providing leadership. Provided ideas for the most cost-effective

and efficient use of end-user devices. Suggested and provided IT solutions to business and

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management problems and requests. Ensured that all IT equipment complied with company standards which included following defined security and compliance practices/procedures for ensuring the integrity and security of enterprise data.

Freelance Tech Support, Philadelphia, PA | 2/2003 – 2/2013 (part time)

Graphic design and website developer (freelance)Provides graphic and website support along with other technical services like PC break fixes to everyday individuals and small businesses. This goes from logo design to managing web hosting setups. Started working with just HTML coding to working with PHP packages like Joomla and Wordpress. Very familiar with the structure which allows me to navigate to what needs to be configured and changed in the coding. For example: creating new divs, hooks that call upon other files and updating CSS files. Online Portfolio: http://jvizion.com

Selected Achievements: Configured, setup and support website for Theater for a New Generation. http://tfang.org.

Education 17 month program in Network Technology | Cittone Institute, Philadelphia PA

Certifications CompTIA’s A+ and

Net+ MCP for Windows XP

and 7 CCNA

Technical Skills Windows

XP/7/Embedded Windows Server

2003/2008/2012 Exchange Server

2007/2010/2013 Active

Directory/Group Policy

HP/Ricoh/Konica Printers/copiers

Sysprep and Norton Ghost

Symantec Enterprise Vault

SCCM/FEP Altiris/SEP TCP/IP Protocols Solarwinds Orion LANsweeper HP t610 Thin Clients Thin Apps HP Device Manager Horizon VMware

Viewer MacBook Pro Avaya 1616 IP

Phones Patch cabling

Event Viewer/Registry etc.

Cisco 2950/2960/3560 switches

Cisco WAP Routing Protocols:

RIP/OSPF/EIGRP MS Sharepoint MS Visio MS Access MS Office iOS/Android Cisco VPN

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