JAMES JORGENSON
New Braunfels,TX
Summary
I am a highly motivated industry certified professional with twenty-five years of IT experience including twenty-two years working in Enterprise level TCP based networks. I have comprehensive knowledge in supporting, implementing, and administering LAN/WAN infrastructures and technologies including physical and virtual environments. I am a focused and goal-oriented individual with a proven track record as a project lead and coordinator. I possess excellent interpersonal, written, organizational, and communication skills.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Information Systems Service Desk Technician
City of New Braunfels
New Braunfels, TX
01.2021 - Current
- Support and maintain the city-wide infrastructure focusing on customer service and end-user environments
- Despite the title of Service Desk Technician, I also perform system and network administrator duties
- My primary focus is on personal interaction with staff for direct support of all technologies and to assist in finding solutions to their workflow needs
- I work independently and separated from my peers in a very fluid environment where schedules can change without notice and being extremely flexible is required
- I am a vendor liaison and manage software and hardware support and implementation at the Police Department
- I develop and create documentation and user guides for both customers and peers
Information Systems Analyst Supervisor
City of Glendora
Glendora, CA
05.2012 - 03.2020
- Company Overview: Glendora Police Department
- Administer and support a city-wide network providing services and information for over fifty-five thousand residents
- Purchase, upgrade, repair, maintain, and plan for technologies ranging from wired to wireless and physical to virtual systems and appliances
- Configure and set up all servers, communication equipment, VOIP, hardware, and software platforms
- Monitor backup systems for all data including databases and file repositories
- Documentation writing and training for staff and peers and the creation of tutorials for end-user work environments and productivity
- Provide first contact support for staff and departmental liaisons
- Responsible for managing the Police Department Information Systems Bureau supporting over fifty sworn officers and over one-hundred staff overall
- Creating annual budgets to facilitate purchases, maintenance agreements and software licensing including the design of capital improvement projects
- Manage a team of analysts to support the Police Department in every aspect from computing to radio communications
- Coordinate projects to ensure vendors work with our staff to meet deadlines and maintain budget targets
- Long term project management and technology forecasting based on analytics and growth
- Glendora Police Department
Computer/Network Support Technician
Jurupa Unified School District
Riverside, CA
04.2002 - 05.2012
- Provide technical support for a city-wide education based IT infrastructure consisting of over fifteen hundred regular and temporary employees as well as over twenty thousand student end-users spanning twenty-five individual sites
- Manage and administer deployed technologies ranging from desktop computers to site wide network switching equipment
- Accountable for individually maintaining thousands of network aware devices, media equipment, miscellaneous software, and hardware to facilitate a successful business and learning environment
Tech Bench Lead Supervisor
Best Buy
Riverside, CA
10.1997 - 11.1999
- Responsible for supervising a staff of eight technicians and maintained a bench that was efficient at high volume
- Corporate recognized and award winning crew which ranked in the top five out of five hundred stores in the company
Education
Computer Education Institute - Microsoft Core competencies, IT infrastructures
Computer Education Institute
Riverside, CA12.2001
Skills
- End-user training
- Asset management
- Security protocols
- Ticketing system
- Network connectivity
- Operating systems
- System administration
- Remote support
- Hardware support
- Incident management
- Software installation
- ITIL framework
- Software diagnosis
- Network diagnostics
- Videoconferencing
- Call recordkeeping
- Hardware diagnostics
- Desktop support
- Application support
- User credential management
- Service support
- Wide-area networks
- Mac systems
- Technical documents comprehension
- Hardware upgrades
- TCP/IP
- Technical support
- Active listening
- Customer service
- Ticket management
- Business development
- Ticket support system management
- Data entry
- Needs assessment
- Microsoft certified solutions associate (MCSA) certificate
- MS office proficiency
- Issue escalation
- Appointment scheduling
- Information protection
- Product training
- Microsoft office specialist (MOS) expert
- Customer success management
- Antivirus software
- Network configuration
- Application installations
- Decision-making
- Windows xp/vista
- Analytical thinking
- Product troubleshooting
- Systems analysis
- Performance testing
- Account management
- Customer service expert
- LAN/WAN
- Linux programming and administration
- System diagnostics
- Support case resolution
- User support
- Java full stack
- Product knowledge
- Support scenario generation
- Account updating
- Technical troubleshooting
- Access issue resolution
- Complaint resolution
- Incident tracking
- Staff education and training
- Windows 10
- Knowledge base management
- User guidance
Certification
- Microsoft Certified Professional, Computer Education Institute, CEI, Riverside, CA, 06/01 - 12/01, Attended courses in Microsoft Core competencies and IT infrastructures to obtain industry recognized certifications and training. Earned Microsoft, CompTIA, and Hubble certifications.
- CompTIA A+ Certified Professional, COMP10507539
- Hubble Certified Professional in premise wiring
Timeline
Information Systems Service Desk Technician
City of New Braunfels
01.2021 - Current
Information Systems Analyst Supervisor
City of Glendora
05.2012 - 03.2020
Computer/Network Support Technician
Jurupa Unified School District
04.2002 - 05.2012
Tech Bench Lead Supervisor
Best Buy
10.1997 - 11.1999
Computer Education Institute - Microsoft Core competencies, IT infrastructures
Computer Education Institute