JAIME BURROWS
COUPEVILLE,WA
Summary
Versatile IT technician with expertise in technical support, system administration, and network management. Adept at troubleshooting complex issues and deploying solutions that improve operational efficiency and uphold high standards of customer service.
Overview
14
14
years of professional experience
Work History
Technical Support & Production Technician
The TOVA Company
Langley, WA
05.2022 - Current
- Supported global customers by resolving technical issues through phone, email, and remote support tools.
- Provided onsite technical support to office employees.
- Configured and deployed laptops for employees.
- Maintained office printers and network equipment.
- Tracked company asset inventory and hardware lifecycle for employee computers and software testing systems.
- Assisted development team with software verification testing.
- Led technical operations for medical device production.
- Managed manufacturing inventory and ordered parts and components according to quality system guidelines.
- Partnered with engineering team to improve production processes and maintain quality system records for work instructions and SOP documentation.
Information Technology Administrator
Island Transit
Coupeville, WA
07.2018 - 06.2021
- Supported VMware server hardware refresh and Windows 10 rollout for virtual desktops, improving end-user experience.
- Monitored system status across hardware, network resources, and software applications to support reliable operations.
- Applied required security patches and updates across VMware ESXi hosts, network switches, firewalls, Tintri storage array, Veeam backup software, storage systems, Mitel phone system, Exchange 2016, Barracuda, and related infrastructure to keep systems healthy.
- Performed routine checks on firewalls, antivirus tools, and backups.
- Assisted with Active Directory security settings, user setup, and account changes.
- Managed user access for Active Directory and network file shares while following secure access practices.
- Provided daily end-user support for computer, phone, printing, and networking issues.
- Delivered remote support for offsite locations and onsite support when needed.
- Deployed virtual desktops for new users and set up phone system access and remote connectivity.
- Administered email accounts for end users and groups.
- Documented network configurations, IP addressing, and related technical details.
- Researched hardware and software needs for business use, supported annual budgeting and project planning, and maintained support contracts with hardware and software vendors.
- Research and source hardware and software needs for the business.
- Provide annual budgeting and project planning to the business.
- Maintain all support contracts with software and hardware vendors.
Associate Desktop Support Analyst
Allscripts EIS Division Whidbey Health
Coupeville, WA
07.2017 - 07.2018
- Supported end users in resolving computer and networking issues.
- Provided remote and onsite support to area clinics for faster issue resolution.
- Configured, installed, and troubleshot desktop PCs and laptops.
- Installed printers and resolved network printing issues across hardware and servers.
- Recorded software installation steps and troubleshooting actions to support consistency and reliability.
- Tracked hardware inventory and routine setup tasks for accurate asset records.
IT Technical Support
Sakuma Brothers Farms
Burlington, WA
08.2016 - 07.2017
- Configure, install, and troubleshoot desktop PCs, laptops, and thin clients.
- Set up, install, and troubleshoot network switches, routers, and firewalls.
- Resolve network connectivity issues.
- Install printers and troubleshoot network printing issues for hardware and servers.
- Apply security patches on network servers.
- Manage security protocols in Active Directory for proper user account setup and updates.
- Administer permissions for Active Directory and network file shares to control user access.
- Monitor network firewalls, antivirus, and backups on routine basis.
- Resolve computer and networking issues for end users to improve support quality.
- Document software installations and troubleshooting steps to support consistent service procedures.
- Document hardware assets and setup steps to improve inventory tracking accuracy.
- Support Windows 10 upgrade, Office 365 upgrade, SharePoint migration, and Acronis backup implementation to complete project work.
System Analyst
Shopko Stores
Green Bay, WI
12.2014 - 03.2016
- Supported outage planning and completed project tasks for production systems to reduce service interruptions.
- Applied change management controls and maintained audit readiness for system integrity.
- Performed batch scheduling adjustments to simplify workflow processes.
- Supported administration of incident and change management software.
- Maintained knowledge base records and assisted with content conversion.
- Tracked hardware through asset management administration.
- Updated server and application relationship records to define downtime procedures and validate controls after system changes.
Hardware Technician
Shopko Stores
Green Bay, WI
05.2012 - 07.2014
- Configured, installed, and troubleshot desktop PCs, laptops, iMac systems, and MacBook devices to support end users and keep systems running well.
- Configured, installed, and troubleshot network switches and routers to support stable network access.
- Resolved network connectivity problems to restore user access and support daily productivity.
- Worked directly with end users to resolve computer and networking issues.
- Installed printers and troubleshot network printing issues across hardware and server environments.
- Documented hardware assets and routine tasks related to hardware setup.
- Documented software installation and troubleshooting steps.
- Supported projects including data center core upgrade, edge switch upgrade, company-wide hardware refresh, and Windows 7 upgrade to improve overall IT infrastructure.
Education
Bachelor of Arts Degree - Interdisciplinary Studies with Business Emphasis
University of Wisconsin-Green Bay
Green Bay05-2010
Network Specialist Program -
NWTC
Green Bay, WISkills
- Active Directory
- Windows
- Office 365
- Microsoft Server
- VMWare
- Hyper-V
- ServiceNow
- Linux
- Mac OS X
- HP/Aruba
- WatchGuard
- FortiNet
Timeline
Technical Support & Production Technician
The TOVA Company
05.2022 - Current
Information Technology Administrator
Island Transit
07.2018 - 06.2021
Associate Desktop Support Analyst
Allscripts EIS Division Whidbey Health
07.2017 - 07.2018
IT Technical Support
Sakuma Brothers Farms
08.2016 - 07.2017
System Analyst
Shopko Stores
12.2014 - 03.2016
Hardware Technician
Shopko Stores
05.2012 - 07.2014
Bachelor of Arts Degree - Interdisciplinary Studies with Business Emphasis
University of Wisconsin-Green Bay
Network Specialist Program -
NWTC