Chad James Jr.
IT Professional and Cyber security practitioner
Road Town
Summary
Senior service desk analyst with over 15 years of experience in IT support and cybersecurity at Carey Olsen, a leading offshore law firm. Specializing in delivering reliable, efficient, and secure IT solutions to support the firm and its clients. Proven track record in identifying and resolving complex IT issues, collaborating with technical engineers, monitoring network activity, and providing end-user support. Expertise in Active Directory administration, Cybersecurity, Asset Management, Windows server configuration, and backup management. Multiple IT certifications demonstrate dedication to quality and professional development. Adept at embracing new technologies and languages in the fast-paced IT landscape.
Overview
11
11
years of professional experience
2
2
years of post-secondary education
3
3
Certifications
4
4
Languages
Work History
Senior Service Desk Analyst
Carey Olsen
05.2023 - Current
- Implement secure cloud configurations using Azure Private Link, Network Security Groups, Microsoft Defender for Cloud, and Azure Regulatory Compliance for NIST 800-53, resulting in an 18% reduction in security incidents over the same time interval
- Troubleshoot and support Microsoft Azure services, including Microsoft Sentinel (SIEM), Virtual Machines, Azure Monitor, and Azure Active Directory, resolving 60 number of issues per week on average
- Produced over 100+ custom reports and advanced queries for management - acted as a primary point of contact for stakeholders requests
- Develop KQL queries to support Log Analytics workspace and Microsoft Sentinel, resulting in 3 number of new SIEM dashboards and workbooks
- Maintain timely and accurate records of all incidents and requests utilizing the Service Desk ITSM tool
- Works with vendor support contacts to resolve technical problems with Point of Sale software and hardware
- Fosters a positive attitude and team player spirit with coworkers
- Maintains and protects confidentiality with regard to all aspects of terminations and or internal promotions/transfers of VS associates
- Maintains the voicemail and email queues as assigned in the rotation schedule
- Respond to requests for technical assistance via phone, LIVE Chat and Self-Service tickets
- Diagnose, escalate, and resolve technical hardware and software issues
- Basic troubleshooting of PC, printer, telecommunication devices, BYOD, and software problems
- Follow standard procedures and Research solutions using knowledge management tools
- Processes assets, both software and hardware via ServiceNow, with knowledge of ITAM.
Information Technology Supervisor
Portcullis Group
02.2017 - 05.2023
- AWS User Account and 2FA administration. Planning of budgeting, governance, and reporting
- Cloud system monitoring and management.
- Establish metrics and carefully monitor the utilization of AWS resources on a wide scale by making use of sophisticated Amazon Cloud Watch
- Managed a team of 10-12 people
- Increased customer satisfaction by 15% in 6 months through effective team leadership and problem-resolution
- Analyzed the financial impact of projects, investment planning and improved profits by more than 14% in 1 year
- Reduced order errors by 25% by implementing a new training protocol for new crew members
Assistant IT Admin
Peter Island Resort & Spa
12.2014 - 11.2016
- Regularly performed maintenance on island IT infrastructure. E.g. servers, switches, tower transponders.
- Managed inventory and special procurement of assets.
- Acted as head of business relationships with vendors and service providers.
- Performed regular onsite and remote training on best IT practices and cybersecurity awareness Installed and configured software and hardware.
- Managed network servers and technology tools.
- Set up accounts and workstations.
- Deployed asset management system in first 6 months.
Education
Associate of Science - Computer and Information Sciences, General
College of Business And Technology-Cutler Bay
Fort Lauderdale, United States 05.2014 - 01.2016
Skills
ServiceNow
IT Asset Management
IT Service Management
Software installation
Remote technical support
Ticketing system proficiency
Technical support expertise
Knowledge base maintenance
Remote desktop support
Service desk management
Asset management
ITIL framework
Certification
IBM Certified Associate Administrator - Security QRadar SIEM V7.2.8
Timeline
Senior Service Desk Analyst
Carey Olsen
05.2023 - Current
Information Technology Supervisor
Portcullis Group
02.2017 - 05.2023
Assistant IT Admin
Peter Island Resort & Spa
12.2014 - 11.2016
Associate of Science - Computer and Information Sciences, General
College of Business And Technology-Cutler Bay
05.2014 - 01.2016
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