James Hermann
Salt Lake City,UT
Summary
Experienced Senior Support Engineer who excels at managing projects and teams while building for the future. Proficient in troubleshooting and delivering exceptional technical support to enhance operational efficiency.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Senior Support Engineer
Instructure
Salt Lake City, UT
04.2023 - 03.2024
- Created detailed technical documentation outlining processes used for troubleshooting purposes.
- Assisted with the design, installation, configuration, testing, maintenance, documentation, and administration of Instructure's software suite.
- Conducted research on emerging products, services, protocols, and standards in support of network procurement and development efforts.
- Performed a variety of clerical and administrative duties pertaining to on-site support.
- Managed workflows via Okta for applications such as Snowflake, Klue, RFPIO, Tableau, and more.
IT Administrator
Ferrum Network
Salt Lake City, UT
02.2022 - 07.2023
- Directed installation, maintenance and reporting for servers and systems, triaging service calls and prioritizing tickets based on related technical factors.
- Provided technology consultation for growing crypto projects, IDO's, and startups making recommendations and assisting with upgrading existing systems.
- Created and managed Ferrum's internal service desk via Jira Service Desk.
- Managed implementation of application developments by collaborating with overseas technical teams.
- Built and managed Ferrum's Discord server. Ran AMA's, community events, giveaways, and more. Consulted other IDO's and startups about their servers on behalf of Ferrum.
- Installed and managed applications for employees such as Jira, Zendesk, GSuite, Workable, GitHub, Discord, Slack, SnagIT, Microsoft 365, and HubSpot.
Information Security / Data Analyst
BioMerieux
Salt Lake City, UT
09.2022 - 04.2023
- Lead the installation of system updates, patched programs and optimized functionality.
- Created and implemented Active Directory group policy settings to manage workstations.
- Analyzed system risk to identify and implement appropriate security countermeasures.
- Researched, planned and implemented small and large-scale improvements to address changing conditions and needs.
- Generated reports using statistical software in response to user requests.
- Worked closely with fellow security personnel and coworkers to alleviate tickets they would create in Service Now via LogMeIn, Remote Desktop, and in person.
- Worked extensively and implemented SCCM, Azure AD, Microsoft 365, Powershell, Excel, ServiceNow, and Microsoft Defender for Endpoint.
Executive Assistant to the Chief Strategy Officer
Abbasi Industries / Ferrum Network
Salt Lake City, UT
02.2022 - 09.2022
- Provided organizational leadership and collaborated with executive partners to establish long-term goals, strategies and company policies.
- Built relationships with strategic partners leading to business development opportunities.
- Established new workflow and employee training processes to improve operational efficiency.
- Forecasted, scheduled and monitored project timelines, personnel performance and cost efficiency.
- Oversaw residential & commercial projects scope and cost while implementing the most effective change management processes to keep various projects up-to-date.
Lead Automation Technician
Advance Storage Automation
Salt Lake City, UT
02.2020 - 03.2021
- Installed and repaired equipment based on mechanical drawings and electrical prints.
- Collaborated with cross-functional teams to draft project schedules and plans.
- Built strong community relations with subcontractors and vendors to optimize cost savings and complete timely preconstruction.
- Coordinated complex contract administration, including defining project milestones and developing budget.
- Approximately 40% of time worked with Advance had been on the road. Have traveled to states such as Oregon and Minnesota, and spent several months in Manitoba, Canada.
Education
Associates - Business, Minoring in Japanese
Salt Lake Community College
Salt Lake City, UTSkills
- Professional
- Self-Motivated
- Punctual
- Positive
- Communicator
- Highly Efficient
- Reliable
- Honest
- Strategic
- Problem Solver
Certification
- Eagle Scout
- Certified with SAGE, WMS, Jira and Microsoft Excel.
- Worked as an administrator with and oversaw implementation of applications & software suites such as Jira, Okta, Slack, Microsoft 365, Google Workspaces, AWS, Reftab, Zoom, Logitech Systems and Sentinel One.
- Experienced with overseeing service management systems such as SnipeIT, Reftab, Jamf, Intune, ServiceNow, and EZOffice.
References
References Available on Request
Timeline
Senior Support Engineer
Instructure
04.2023 - 03.2024
Information Security / Data Analyst
BioMerieux
09.2022 - 04.2023
IT Administrator
Ferrum Network
02.2022 - 07.2023
Executive Assistant to the Chief Strategy Officer
Abbasi Industries / Ferrum Network
02.2022 - 09.2022
Lead Automation Technician
Advance Storage Automation
02.2020 - 03.2021
Associates - Business, Minoring in Japanese
Salt Lake Community College