Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Personal Information
Community Service Extracurricular Activities
Timeline
Generic
Isaac James

Isaac James

Orlando,FL

Summary

Resourceful and driven IT professional with two years of hands-on experience in supporting enterprise environments within fast-paced, 24/7 call center settings, including one year of IT management and hiring expertise. Holds an Associate of Arts degree in Criminology with a focus on Cybersecurity and is currently pursuing a Bachelor of Arts in the same field at the University of Florida. Demonstrates strong troubleshooting skills, network monitoring capabilities, and adaptability to complex technical challenges, resulting in improved service response times and enhanced customer satisfaction. Proficient in Active Directory, virtual server maintenance and administration, Meraki, Fortinet, VMware, CRM systems, SaaS platforms, and TCP/IP networking, while actively studying for the CompTIA Security+ certification to further specialize in cybersecurity.



Overview

2
2
years of professional experience
1
1
Certification

Work History

Network Operations Center (NOC) Technician

Global Linking Solutions
01.2025 - Current
  • Monitor and resolve network performance issues within a 24/7 NOC, ensuring minimal downtime and optimal system functionality.
  • Utilize Meraki dashboards for configuration, monitoring, and troubleshooting of cloud-managed networking devices, enhancing network reliability.
  • Manage Fortinet firewall configurations, implementing effective security policies, VPN setups, and intrusion prevention measures.
  • Administer VMware environments, optimizing resource utilization and ensuring high availability of virtualized infrastructures.
  • Oversee Cradlepoint devices via cloud-based dashboards, maintaining effective WAN/LAN networking and cellular connectivity.
  • Collaborate with cross-functional teams to identify and resolve network bottlenecks and hardware failures, maintaining proactive network health.
  • Generate detailed reports on network performance and security incidents, contributing to continuous improvement initiatives.
  • Provide remote technical support, escalating issues as necessary to maintain high service levels for stakeholders.
  • Handle high-priority tickets in a call center environment, coordinating through IP phone and emails to ensure timely resolutions.
  • Guide onsite technicians from third-party organizations for effective onsite troubleshooting.
  • Address a myriad of technical issues using various dashboards, performing follow-ups, and documenting all activities meticulously.
  • Contributed to business continuity planning by identifying potential threats to network availability and implementing necessary mitigation strategies.
  • Assisted in the development of standard operating procedures for NOC processes, contributing to streamlined workflow management.
  • Maintained a high level of customer satisfaction by effectively communicating with stakeholders during incident management and resolution processes.

Lead IT Technician

Cook Technology Corp.
01.2024 - 01.2025
  • Led IT support initiatives, ensuring swift resolution of technical issues and high client satisfaction; averaging 4-7 projects per day
  • Diagnosed and resolved hardware and software issues, ranging from routine maintenance to complex repairs.
  • Configured networks, servers, and workstations tailored to clients’ specific requirements.
  • Communicated technical solutions effectively to clients, maintaining transparency and trust.
  • Conducted system diagnostics, regular maintenance, and upgrades to optimize performance.
  • Supported project planning and execution, ensuring compliance with client and company standards.
  • Performed cabling work for network setups and phone systems, ensuring reliable connectivity; large projects travel 4+ hours and IT infrastructure projects over 1000ft
  • Built strong client relationships, consistently earning positive service reviews.
  • Demonstrated flexibility with travel as a field-based IT technician, adhering to deadlines and maintaining professionalism.

End-User Computing Specialist

University of Florida Research Information Services
12.2023 - 08.2024
  • Provided end-user support to faculty, staff, and researchers, ensuring efficient technology utilization; averaging over 10 tickets per day including on-site visits and service requests
  • Managed Active Directory accounts, permissions, and group policies to maintain secure access controls.
  • Troubleshot and resolved technical issues for desktops, laptops, and peripheral devices.
  • Supported specialized software applications, including Salesforce and other research tools.
  • Collaborated with the IT team to implement solutions and improve system performance.
  • Delivered timely support for Microsoft Office and other productivity software.
  • Conducted secure hard drive wipes and unit surveys during offboarding processes, ensuring data security compliance.
  • Stayed updated on emerging technologies and university IT policies to provide proactive support.
  • Established, repaired and optimized networks by installing wiring, cabling and devices.
  • Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
  • Patched software and installed new versions to eliminate security problems and protect data.

Team Trainer

Taco Bell
06.2023 - 01.2024
  • Delivered exceptional customer service by greeting guests, accurately taking orders, and resolving issues professionally.
  • Managed cash register operations, handling financial transactions with precision.
  • Maintained cleanliness and organization of the dining area, ensuring adherence to safety standards.
  • Trained new employees on customer service procedures and company policies.
  • Promoted menu items and upsold products, enhancing guest satisfaction and sales.
  • Prepared and cooked menu items in accordance with company standards and food safety regulations.
  • Maintained kitchen equipment, ensuring safe and efficient operations.
  • Monitored inventory levels and restocked supplies to support kitchen functionality.
  • Collaborated effectively in a fast-paced environment during high-volume periods.

Education

Bachelor of Arts - Criminology

University of Florida
Gainesville, FL
05.2026

Associate of Arts - Criminology

University of Florida
Gainesville, FL
05.2025

High School Diploma - undefined

Vanguard High School
Ocala, FL
05.2022

No Degree - Communications, Python

North Carolina State University
Raleigh, NC
05.2020

Skills

  • Active Directory
  • Cyber Security
  • Application Support & Maintenance
  • Network Configuration
  • Remote Monitoring & Management (RMM)
  • Network troubleshooting
  • Hardware & Infrastructure
  • Virtual Server administration
  • Hyper-V, Virtual Box
  • Ticket management
  • Preventive Maintenance
  • Regulatory Policy Enforcement
  • Fortinet, Meraki, Velocloud
  • TCP/IP
  • CRM platforms
  • SaaS applications
  • MSP Environment
  • Ticketing systems
  • Microsoft Office Suite; G-Suite
  • PowerShell, Bash, Zsh
  • Computer-Aided Design (CAD)
  • Linux, Windows, and MacOS
  • IT Leadership & Management
  • IT Hiring & Recruiting

Accomplishments

  • Documented and resolved technical issues which led to more streamlined customer support and incident resolution.

Certification

  • Microsoft Office Specialist Certification, 2018-05-01
  • AutoCAD Certification (Computer-Aided Design), 2022-05-01

Personal Information

  • Relocation: Open to Relocate
  • Availability: Open to Relocate

Community Service Extracurricular Activities

  • Open Door Ministries, Food Drive Volunteer, 2021-08-01, Present
  • Humane Society, Weekly Volunteer, 2022-11-01, 2023-05-01
  • National Honor Society, Club Member, 2019-08-01, 2021-05-01
  • The Bridge, Co-Founder/Vice-President, 2019-08-01, 2022-05-01, Multi-Cultural Club founded to foster community relations, provide volunteer opportunities, support charitable donations, and bridge cultural gaps within the local community.

Timeline

Network Operations Center (NOC) Technician

Global Linking Solutions
01.2025 - Current

Lead IT Technician

Cook Technology Corp.
01.2024 - 01.2025

End-User Computing Specialist

University of Florida Research Information Services
12.2023 - 08.2024

Team Trainer

Taco Bell
06.2023 - 01.2024

High School Diploma - undefined

Vanguard High School

Bachelor of Arts - Criminology

University of Florida

Associate of Arts - Criminology

University of Florida

No Degree - Communications, Python

North Carolina State University

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