JAMES ALLEN
East Point,GA
Summary
Motivated IT professional proficient in Windows based programs networking with attention towards Leadership and development. Attentive customer service with ten years achieving consumer satisfaction and department-based goals. Diverse in all aspects of technical support, troubleshooting and conflict resolution, while engaging in collaborative focused groups supporting technology operations and performance. Resourceful IT Analyst known for high productivity and efficiency in task completion. Specialize in system analysis, network security, and data management. Excel in problem-solving, critical thinking, and teamwork, ensuring seamless workflow and optimized system performance.
Overview
11
11
years of professional experience
Work History
Owner /operator
Green Arts Lawn service.LLC
East Point
05.2023 - current
- Managed daily operations of the business, including staff, sales, inventory, and accounting.
- Established long-term relationships with customers by promoting great service and engagement skills and quickly resolving issues.
- Created marketing strategies to drive revenue and increase brand visibility.
- Maintained lawns by mowing, fertilizing, aerating and removing debris.
- Treated lawns with chemical applications to improve appearance and health.
- Managed time efficiently to complete scheduled appointments and maintain productivity.
Analyst, IT Operations
Nationwide
Columbus, OH
10.2016 - 05.2023
- Perform complex tasks associated with IT Operations
- Provide second and third tier technical support to end users on the complex issues regarding computer operations and networks, installations, setups, error messages, on-line transactions, system status, and downtime procedures,
- Participate and influence problem/change management activities to minimize impact of service disruptions for agency and internal users
- Strong knowledge of Service now ticketing management systems
- Participant of the FL Forum group for the technology service desk.
- Maintained accurate records of all data collected during analysis processes.
- Developed, tested and implemented complex network security solutions to protect data integrity.
- Provided training on various topics related to cybersecurity awareness and best practices.
Tier III Tech Support
Time Warner Cable
Columbus, OH
07.2015 - 10.2016
- Provide technical support/ troubleshooting residential high speed internet, video and digital phone services by successfully resolving issues in a timely manner
- Receive high volume of external and internal telephone inquiries while utilizing available resources to drive the customer experience
- Knowledgeable of all Time Warner Cable consumer products and services.
- Analyzed network traffic logs, firewall logs, intrusion detection system alerts, and antivirus reports to identify potential threats.
Assembly Associate
Honda Plant
Marysville, OH
08.2012 - 10.2014
- Responsible for accurately monitoring brand specific equipment control, quality control, meeting deadlines while ensuring highest quality standards
- Troubleshooting equipment issues and accurately advising maintenance teams for continued progress
- Windows based programming scanning and product verification.
- Ensured compliance with established safety protocols at all times.
- Provided technical support during assembly operations when required.
- Troubleshot equipment malfunctions and notified supervisors of any issues encountered.
- Maintained accurate records of production output and daily activities.
- Assembled components for a variety of products using hand and power tools.
Skills
- Troubleshooting proficiency
- Vast technical knowledge
- Strong communication skills
- Strong analytical and decision-making skills
- Exceptional telephone etiquette
- Accomplished with mobile devices
- High customer service standards
- Patient and diligent
- Service now ticketing Application
- MS Office proficiency
- Documentation And Reporting
- Information Security
- Network Security
- IT service management
- Problem-Solving
- Cybersecurity
- Teamwork and Collaboration
- Written Communication
- Continuous Improvement
Timeline
Owner /operator
Green Arts Lawn service.LLC
05.2023 - current
Analyst, IT Operations
Nationwide
10.2016 - 05.2023
Tier III Tech Support
Time Warner Cable
07.2015 - 10.2016
Assembly Associate
Honda Plant
08.2012 - 10.2014
Specialized training
1990-1998 United States Army Operation Desert Storm Honorable Discharge
2014 CompTIA A+ Certification
2014 CompTIA Security+ Certification
2014 Per Scholas IT Training
FL Forum Group Nationwide
Mentor youth focused program
Motivational speaker
Specialized training
1990-1998 United States Army Operation Desert Storm Honorable Discharge
2014 CompTIA A+ Certification
2014 CompTIA Security+ Certification
2014 Per Scholas IT Training
FL Forum Group Nationwide
Mentor youth focused program
Motivational speaker