Resume of James Moore (1)

Embed Size (px)

Text of Resume of James Moore (1)



Professional IT Helpdesk Specialist with more than fourteen years of experience in technical support, deployment of solutions protecting and maintaining desktops, networks, systems and information assets for diverse companies and organizations. I have an extensive work history providing over the phone support for end users, including but not limited to: VPN connectivity, troubleshooting desktop, laptop, printers, and other hardware issues, along with proprietary software applications, Active Directory, SharePoint, Windows Server R2 2008, IBM hardware, and Microsoft Office Suite. My qualifications include a continuing college education degree in Computer Networking and detailed knowledge of day to day helpdesk operations, security tools and best practices.KEY SKILLS

Team player, quick learner, self starter, responsible, reliable, and experienced with mid-range, networking, Windows servers, PCs and peripheral systems Excellent customer service attitude and focus with the ability to work independently or as a team member Solid analytical and troubleshooting skills Timely and successful identification and escalation of potential application or system problems Ability to document and develop job aids that employees can use to improve workflow processes Effective incident analysis resulting in the collection of key information for problem resolutionTECHNOLOGY SUMMARY

Operating Systems: Windows Server 2008 r2. Windows XP, 7- 8.1 and Unix-Based Systems (SCO, AIX) AS400Security Technologies:Bitlocker, Tivoli, SSL; Digital Certificates; Anti-Virus Tools (Norton, Symantec)


LAN, WAN, VPN, Router, Firewalls, TCP/IP, network faxingSoftware: MS SQL & Exchange, VMWare, Hyper V, Remedy, SpiceworksPROFESSIONAL EXPERIENCEAppen Seattle, Washington Appen Independent contractor 01/2016 PresentSocial Media Evaluator

Evaluate various social media feeds for relevancy of technical content Write reports grading on a matrix system along with comments Follow up with team leads and management on material rated Proprietary software used for scoring matrixUnivar Twinsburg, OH IntellaPro IT Contractor 01/2016 01/2016PC Migration Technician

Deployed new desktops and laptops to various departments along with imaging of machines Added users and computers onto the domain & made arrangements for old equipment to be shipped Installed new software and printers from server as needed per user

Addressed any issues that were raised from migration along with resolution or turnaround timeHarbor Touch Inc. Akron, OH Independent Contractor 08/2015 Present

Pos Installation & Sales Rep Initial consultation on various POS system installation setups Installation of POS systems and peripherals such as receipt printer, item scanner and card readers

Backing up of daily sales and reports On and offsite support for equipment placed in businesses with support plans purchasedThe Timken Co., Canton, OH Experis IT Contract

09/2013 01/2014 Help Desk Support Analyst

Monitored and managed support desk/operations with creation of detailed trouble tickets as necessary Level 2 help desk support for end users thin-client, thick client and web based software applications Provided professional, thorough, and timely user support including resolving desktop, laptop, printers, and other hardware issues, as well as issues with proprietary software applications, along with Active Directory and share point Assisted with IT inventory and creation/refinement of existing documentation to ensure clarity and accuracy

Performed tasks associated with operation of midrange, server systems, and peripheral equipment Acquired detailed understanding of the structure, operation and deployment plans for the companys suite of software applications, supporting the setup, analysis, deployment, maintenance and upgradesGateway Healthcare Services, Akron, OH

10/2010 05/2013Network Administrator

Responsible for all server issues and maintaining network connectivity between the three offices via Windows Server 2008 R2 Set up new users and troubleshot desktop and hardware issues Point of contact for hardware replacement as well, help desk call support tier 3 Responded to user requests, monitor production job processing, monitor and react to network and system(s) alerts such as outages, issues, and errorsNTI, Telecommunications, Boston, MA

07/2004 06/2010

Senior Information Security Specialist

Worked for multiple employers through contract such as AT&T, Time Warner and Windstream Duties included taking incoming calls and troubleshooting wireless devices, cell phones and routers Also spent time monitoring technical calls for quality assurance at Time Warner Cable Identified opportunities for processes and procedural improvementsDavey Tree, Canton, OH

11/2002 05/2004

Helpdesk Support Analyst Support of MS Exchange, MS Office, Citrix Metaframe &Cisco Networking Utilized Net Meeting and IBM Director for remote support, Windows XP network configuration, Mapped network drives; built Outlook profiles, HP 4000 print driver, hardware and network support Incoming requests (phone, portal, email) and documented all work in designated ticketing systemThe University of Akron, Akron, OH

06/2000 08/2002

Network Administrator

Responsible for network connectivity on and off campus Installed network cards, drivers and software on PCs and laptops Helpdesk support standard business hours with the creation of detailed tickets Thoroughly document issues including descriptions, resolutions, and timeframes Utilization of Peregrine software to assist in resolution of un-resolved network/computer problemsAllstate, Hudson, OH

07/1996 04/2000Workstation Support Analyst Submitted and edited mainframe jobs on MVS/ESA-VSA 390 System (Restarts, failovers and patches) Complete and maintain all administrative reporting requirements for job completions, system issues, abends, etc Analyze software problems and gather data for feedback to developersEDUCATIONUniversity of Akron.

AS in Programming, 2009 - Completed 45 out of 60 credits toward programming degreeCompTia A+ Certification 03/01/2016