JAMES CARR
Lexington,NC
Summary
Service-focused Help Desk Technician bringing unparalleled skills in customer relations, task prioritization and time management. Actively holds Department Of Defense Secret Security Clearance. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Competent Help Desk Technician bringing 10+ years of experience installing voice, data and other systems. Expert at equipment configuration and troubleshooting. Well-organized and resourceful with superior work ethic.
Overview
14
14
years of professional experience
4
4
Certification
Work History
Help Desk Technician
Army Reserve Center
02.2021 - Current
- Responds to inquiries and requests for assistance with Client’s network, business, and personal computer systems. Identify problems, troubleshoot, and implement resolutions to assist users.
- Utilize our organization’s monitoring software/hardware used in maintaining client’s network infrastructure. Consists of applications, Lab Tech, ConnectWise, and custom applications created locally.
- Configure and implement complex hardware/network solutions to meet client’s organizational needs. Consists of but not limited to: Exchange Email, Mobile computing architecture, all Windows operating systems, ISP architecture, Wireless Internet access, etc.
- Suggested software and hardware modifications to reduce lag time and improve overall speed
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Increase customer service satisfaction rates by 15% percent over 6 months
- Maintained inventory of cell phones, laptops and peripheral equipment
VTC Technician
Army Active Duty
07.2012 - 12.2015
- Worked closely with customers to evaluate various types of risks such as impact, reputation and regulatory
- Evaluated customer impact risk, reputation risk and regulatory risk
- Provided leadership and support for IT department
- Prepared status charts for daily management meetings in Excel and PowerPoint
- Utilize control mechanisms or hands-on procedures to operate machines
- Monitored and repaired audio, video, control systems and video conferencing equipment
- Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained
VTC Technician Manager
Army Active Duty
01.2016 - 01.2021
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP and CTI applications
- Managed quality assurance program, including on-site evaluations, internal audits and customer surveys
- Set up networks and computers for business and residential customers
- Coordinated installation of new users and relocations of existing users
- Provided guidance and training to customers related to security and information assurance
- Increased efficiency and performance by monitoring team member productivity and providing feedback
- Increased employee productivity by 50% through training and mentorship
Help Desk Technician
Army Active Duty
07.2011 - 07.2012
- Monitored and performed maintenance on telecommunications systems to facilitate optimal performance
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP, and CTI applications
- Developed detailed documentation and technical manuals for telecommunications systems to comply with regulations
- Implemented security measures to protect network systems from unauthorized access and threats
- Provided training to customers to enhance use and understanding of network systems
- Installed wiring, cabling and networking hardware on customer premises
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
Cable Installation Technician
Army Active Duty
08.2009 - 06.2011
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Managed quality assurance program, including on-site evaluations, internal audits and customer surveys
- Optimized network operations by monitoring, troubleshooting and enforcing Department of Defense (DoD) security compliance
- Read blueprints and schematics to correctly place equipment.
- Tested cables using tools such as volt-OHM meters, spectrum analyzers, and signal level meters.
- Maintained strong focus on safety and efficiency to provide comprehensive support to personnel performing skilled repairs.
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP, and CTI applications
Education
Medical Assisting Certificate - Medical Assisting
Fortis College
Columbia, SC04.2023
Some College (No Degree) - General Studies
Central Texas College
Killeen, TXSkills
- Team management Customer service expertise MS Office
- Oral Communication
- Network repairs and maintenance Team building
- Process improvement Safety practices Educating customers Device Installation
- Mobile device management Failure resolution
- Desktop support Organization Supervision
- Electronics troubleshooting
- Customer service
- Equipment installation and repair Optical equipment testing Network security oversight Technical analysis
- Problem Solving
- Support Ticket System Management Application support Communications
- Organization and Time Management
Certification
- CompTia Security+ CE-COMP001021633637
- Fiber Optics Technician- FOT-R241786
- Fiber Optics Installer- FOI-R241785
- Certified Project Officer
- CPR/BLS for Healthcare, American Heart Association
Timeline
Help Desk Technician
Army Reserve Center
02.2021 - Current
VTC Technician Manager
Army Active Duty
01.2016 - 01.2021
VTC Technician
Army Active Duty
07.2012 - 12.2015
Help Desk Technician
Army Active Duty
07.2011 - 07.2012
Cable Installation Technician
Army Active Duty
08.2009 - 06.2011
Medical Assisting Certificate - Medical Assisting
Fortis College
Some College (No Degree) - General Studies
Central Texas College
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