James LeMonds
Ben Wheeler,TX
Summary
Highly developed information technology expertise developed over 10+ years of work on complex, enterprise initiatives. Known as top team member dedicated to delivering quality technical work and meeting team goals. Excels in team leadership, project planning and in-depth investigations into IT concerns. Passionate about impacting operations with advanced computers and technology strategies. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Onsite Support Technician
Biomerics
08.2023 - 01.2024
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Monitored systems in operation and quickly troubleshot errors.
- Assisted with updating technical support best practices for use by team.
- Configured hardware and granted system permissions to new employees.
- Promoted efficiency among departments with prompt resolution of system issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
- Installed, configured and maintained computer systems and network connections.
- Configured and tested new software and hardware.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Offered assistance in implementing and developing training programs.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Developed and implemented preventive maintenance procedures.
- Used tools such as, Entra( formerly Azure AD), Solarwinds, Active directory, Exchange admin tool, Enterprise admin, Adobe Admin, Unify, Sentinal one, Rayvon Phone systems, Mcnallen tools, Halo ticketing software, Service now Ticket software, Netsuite, Grand Avenue, Liquid Planner for projects, and some other minor software for End user support.
L1 service desk technician
Capgemini, American Family Insurance
02.2021 - 08.2023
- Service desk.
- Providing L1and in some cases L2 help desk support to American family agents Handled 30-40 calls day 90% first call resolution Assisted in management tasks such as answering questions in mentor line chat or assisting with schedules and team member issues.
- Took accurate notes and averaged 99% on call audits for accuracy customer service and notes able to handle high stress environments and take calls, requiring lead or higher assistance, and solve them assisted in training class for SD.
- Developed team communications and information for meetings
- Provided training to new hires and mentorship to help build First call resolution
- Maintained constant communication with leads on issues our desk was having each day and worked towards solutions with management
Consultation Agent
Geek Squad Consultation, Geek squad
01.2018 - 01.2019
- Responsible for communicating with clients, and addressing each individual and unique needs.
- Spend at least 20 min diagnosing computer issues and coming up with applicable resolutions, Performed maintenance on multitude of systems including Mac, Windows, and custom built systems.
- Extremely capable in conflict resolution, and handling Irate customers.
Operations NCO
United States Army Reserve Command
01.2013 - 04.2017
- 20 Hours per Week Served as primary point of contact for all administrative support programs such as task management, Government Travel Card (GTC) program, drug demand reduction program, health care program, fitness program, Government Purchase Card (GPC) program, safety program, Automated Data Processing Equipment (ADPE) accounts, security program and supply program.
- Responsible for preparation, maintenance, and deposition of required administrative reports and other correspondence.
- Assisted in accomplishing all necessary internal operations to include administrative training, security, development of organizational operating instructions and regulations, and personnel assistance.
- Monitored personnel action requests, tracks personnel, manpower, and training transactions as documentation flows through squadron and provides status reports to management.
- Develops, establishes, updates, and maintains office procedures and records/files of various types to ensure effective and efficient operation of office.
- Advises commander on direction, management, and operation of all aspects of unit deployment capabilities.
- Ensures personnel and equipment readiness.
- Ensures unit is ready to meet wartime and peacetime mobility tasking by scheduling and tracking unit deployment training.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
- Monitored company inventory to keep stock levels and databases updated
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
Signal Support System NCO
United States Army
01.2009 - 09.2013
- 50 Hours per Week Assisted in design and management of 4 networks across 4 different locations.
- Coordinate activities of installation and outside agencies utilizing radio system.
- Maintain appropriate FCC license requirements to remain in compliance with local, state and federal policies and procedures.
- Perform radio network and technical administration.
- Assist with repairing and maintaining all radio system infrastructure components including microwave communications system and secondary power systems.
- Research and review technical plans providing comments and feedback.
- Interpret plan diagrams and schematics.
- Prepare reports to brief management on system status.
- Provide and support all system planning, design, development, installation, optimization and commissioning.
- Serve as mentor to coach and train radio system staff on operation and maintenance of system components.
- Assist in development and maintenance of disaster recovery plan.
- Built IP cloud and network from scratch to be used in austere deployed environment.
- Trained more than 250 people in proper use and maintenance of communication equipment.
- Many of them went on to receive awards and promotions due to this training.
- Personally maintained 100% accountability for over 2 million dollars of communication equipment.
- Proficient in running and set up of fiber optics as well as moderate experience in crossover cables; ran over 20 miles of cable.
- Cross-trained as signal support systems specialist, computers systems administrator, network systems administrator, satellite systems specialist, and cable systems installer/maintainer.
- Helped support, maintain, and program over 500 phones and 250 computers for 4 different networks.
- Facilitated installation and training of new equipment received for operational use.
- Resolved technical issues quickly by replicating system fault sequence to verify correct operations and detect errors.
- Set up and configured secure wireless access points to extend client connectivity.
Education
Associate of Science - Cyber Operations And Warfare
Western Governors University
Salt Lake City, UT12.2023
Certificate of Law Enforcement - General Studies
Gulf Coast State College
Panama City, FL01.2016
Skills
- Virtualization Technologies
- Printer Support
- Network Connectivity
- Operating System Support
- Ticketing System Management
- Team Collaboration
- IT Security Protocols
- Problem Solving Abilities
- Adaptability and Flexibility
- Data Backup and Recovery
- Hardware Diagnostics
- Software Installation
- Remote Desktop Assistance
- Active Directory Management
- Attention to Detail
- Stress Management
Accomplishments
- Achieved connectivity in Afghanistan by introducing Sipr,nipr, citrix for 4 different locations and 500+ devices
- Supervised team of 50 staff members, and trained them in It tasks, some of them going on to win awards for their accomplishments.
- Documented and resolved battery supply issue which led to saving the unit over 1 million dollars .
Certification
- ITILV4 certificate Training - 2021
- A+ certificate Training - 2021
Languages
Spanish
Limited Working
Russian
Elementary
Timeline
Onsite Support Technician
Biomerics
08.2023 - 01.2024
L1 service desk technician
Capgemini, American Family Insurance
02.2021 - 08.2023
Consultation Agent
Geek Squad Consultation, Geek squad
01.2018 - 01.2019
Operations NCO
United States Army Reserve Command
01.2013 - 04.2017
Signal Support System NCO
United States Army
01.2009 - 09.2013
Associate of Science - Cyber Operations And Warfare
Western Governors University
Certificate of Law Enforcement - General Studies
Gulf Coast State College
- ITILV4 certificate Training - 2021
- A+ certificate Training - 2021
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