Christopher James
Aurora,CO
Summary
Hands-on network and systems administrator with 20+ years supporting infrastructure, applications, and hardware implementations. Led help desk operations and project delivery while handling escalations, troubleshooting, and high-priority technical issues. Coaches technical teams to improve service processes and client communication for reliable service continuity.
Overview
22
22
years of professional experience
Work History
IT Remote Support Lead
Digital323, LLC
Greenwood Village, CO
04.2014 - Current
- IT support manager and Tier 2/3 escalation resource for support technicians.
- Led senior technical and support operations for diverse MSP client portfolio across public and private sectors.
- Oversaw resolution of complex technical issues across multiple applications.
- Planned and implemented solutions for cloud migrations and network enhancements.
- Guided technicians and engineers on escalated cases, improving documentation standards and service quality.
- Identified recurring support issues, performed root-cause analysis, and recommended enhancements for service reliability.
- Evaluated infrastructure, providing recommendations for hardware and software changes to bolster security and operational efficiency.
- Partnered with internal and external resources to define project requirements and align expectations.
- See Skills for a partial list of the work that I have been doing recently.
Remote Support Engineer
Solve IT, Inc.
Denver, CO
07.2011 - 04.2014
- IT support manager and Tier 2/3 escalation resource for support technicians.
- Delivered remote technical support and operational troubleshooting for multi-client environments, enhancing service reliability for medical institutions.
- Managed client-facing service delivery alongside technical escalation and systems troubleshooting, ensuring effective support across diverse client network platforms.
- Collaborated with teams to troubleshoot and resolve customer inquiries.
- Managed customer tickets using ticketing system for efficient tracking.
- Identified issues and implemented appropriate solutions to deliver quick and effective remediation.
- Provided technical support to customers via phone and email, troubleshooting hardware and software related issues.
- Utilized advanced technical expertise to improve support processes and streamline customer service actions.
- Conducted regular system maintenance and updates to prevent potential issues.
IT Support Manager
SeeGee Technologies / up2speed
Denver, CO
09.2004 - 07.2011
- IT support manager and Tier 2/3 escalation resource for support technicians.
- Resolved complex issues in various environments, both physical and virtual.
- Managed and supported distributed client environments across North America, South America, Southern Africa, South East Asia, and England to ensure seamless IT operations.
- Managed various client networks across different platforms to ensure operational efficiency. using varied platforms.
- Maintained support documentation to enhance repeatability and team effectiveness.
Skills
- Microsoft 365 / Entra / Intune expertise
- Network & Firewall Administration
- Security & Compliance
- Incident / Problem / Change
- Infrastructure Support
- Process Improvement
- Project delivery
- Service Desk Leadership
- Escalation Management
- Root-Cause Analysis
- Team Mentoring & Coaching
- ConnectWise Automate
- Microsoft services
- IT operations
- Cloud migration
- Network troubleshooting
- Technical documentation
- Remote support
- Systems troubleshooting
- Infrastructure evaluation
- Problem solving
- Effective communication
- Root-cause analysis
- Ticket management
- Empathy and patience
- Customer engagement
- Technical troubleshooting
- Network enhancements
- Systems integration
- Service delivery management
- Client relationship management
- Documentation standards
- Team leadership
- Security compliance
- HIPAA compliance
- risk assessment
- IT project management
- network security
- problem solving
- team collaboration
- adaptability
- Security management
- Disaster recovery
- Healthcare industry
- Compliance procedures
- Continuous improvement
- Compliance training
ADDITIONAL QUALIFICATIONS
- Previously held U.S. Government Secret Security Clearance
- Experience supporting regulated and documentation-sensitive environments across varying sectors.
- HIPPA Business Associate Officer certified
Timeline
IT Remote Support Lead
Digital323, LLC
04.2014 - Current
Remote Support Engineer
Solve IT, Inc.
07.2011 - 04.2014
IT Support Manager
SeeGee Technologies / up2speed
09.2004 - 07.2011