James Leroy
Ladson,SC
Summary
Self-motivated IT Specialist brings proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements. History retaining clients and talented staff.
Overview
16
16
years of professional experience
1
1
Certification
Work History
IT Support Administrator
The Beach Company
09.2017 - Current
- Provide technical support to employees on hardware and software issues, both remotely and in person
- Troubleshoot and resolve network and internet connectivity issues
- Install, configure, and update software applications and operating systems
- Set up and maintain user accounts and email addresses
- Conduct regular maintenance and updates on computer systems to ensure optimal performance
- Monitor and respond to system alerts and error messages
- Assist with the setup and maintenance of audiovisual equipment for meetings and presentations
- Collaborate with the IT team to develop and implement IT security protocols and procedures
- Assist with onboarding new employees by setting up their workstations and providing training on IT systems
- Create and maintain documentation for IT processes and procedures
- Interface with 3rd Party support to see problem resolution through completion.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Patched software and installed new versions to eliminate security problems and protect data
- Configured hardware, devices, and software to set up work stations for employees
IT Support Specialist
MOTLEY RICE LLC.
06.2016 - 07.2017
- Supported on call rotation for off hours (24x7)
- Maintained company servers, computers, printers, cables, and other equipment
- Served as a primary contact for computer hardware and software problems, as well as network emergencies
- Identified, reported, and resolved network security violations
- Developed training materials and organized training sessions
- Created and maintained high quality documentation and standard operations procedures
- Communicated with and provided regular updates to management, including weekly metrics reporting, identified inefficiencies and made recommendations for process improvements
- Provided comprehensive support and problem resolution for customers
- Created and implemented upgrade strategies for the current environment with specific attention to Microsoft SCCM, GPO, and WSUS.
Technical Support Specialist
BOEING
09.2015 - 06.2016
- Provided a solution to user inquiries regarding computer software and hardware operation
- Maintained hardware, software, and networking equipment
- Designed network diagrams to implement new network hardware
- Processed an average of forty inbound/outbound technical support calls in a day
- Provided thorough support and problem resolution for customers.
- Resolved 15-20 technical support inquiries per day
- Recorded and maintained relevant notes for each client and work order
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals
- Tracked computer equipment, peripherals and network servers via master documentation in Excel.
Information Technology Support Sergeant
UNITED STATES ARMY
08.2012 - 06.2014
- Set up, tested and configured networks for desktops, laptops, and printers
- Partnered with Tier II and Tier III help-desk peers based in the US Army to resolve complex incidents
- Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions
- Received 'outstanding' ratings on performance reviews each year, with top marks in teamwork, customer service, communication skills, and technical problem solving.
Information Technology Specialist
UNITED STATES ARMY
05.2008 - 08.2012
- Resolved technical issues for clients in person, on phone and via e-mail
- Performed diagnostic tests and repaired malfunctioning hardware and software
- Provided computer help desk support and technical training on hardware/software to end users
- Documented help desk tickets/resolutions and provided overall assistance in daily administration of company logistics
- Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
Education
BACHELOR OF SCIENCE - COMPUTER AND INFORMATION SCIENCE W/ MAJOR IN CYBER AND NETWORK SECURITY
ECPI
South Carolina05.2018
ASSOCIATES IN COMPUTER SCIENCE - NETWORK SYSTEMS MANAGEMENT W/ CYBER SECURITY CERTIFICATE
TRIDENT TECHNICAL COLLEGE
South Carolina12.2016
Skills
- Hardware upgrades
- Complaint resolution
- Staff education and training
- Microsoft Office
- Ticket support system management
- Remote Support
- Application installations
- Technical Troubleshooting
- LAN/WAN
- System Administration
- Technical Support
- User Support
Skillsandaccomplishments
• Ability to consult with all levels of the company.
• Excellent analytical skills, communication skills, both verbal and written, and detailed oriented.
• Provide help desk support and basic network administration in an Enterprise environment.
• Performed cross platform audits of Active Directory (AD) objects and user permissions.
• Rectified many issues by instituting best practices in system log analysis, backups, network operating security, user account/permissions management and systems/software auditing.
• Interact with application software and operating systems to diagnose and resolve unique, non-recurring problems.
• Strong understanding of Cisco Switch and Router configurations.
• OSI model, TCP/IP, SCCM, WSUS, Active Directory, Group Policy, SSO, PowerShell, Citrix, MIMECAST, Office 365, Microsoft Office Suite, Windows Server 2012-2019, Windows 7/10/11, Microsoft Management Console (MMC), and STIGs
• Knowledge of Network Security Architecture and Protocols.
• Network+, Security+, Linux essentials and administration, Windows 8/8.1, Windows Server 2012/2012 R2, Information Systems Security, Computer Forensics, Data Assurance l/ll, Network Administration, SCCM, End-User Support, IT Management and VMWare.
• Strong understanding of SharePoint and One drive. Experience in troubleshooting sync issues and folder structures.
Career Overview
Talented Technical Support Specialist offering vast knowledge of all aspects of hardware, software and operating systems maintenance and repair. Proficient at explaining complicated technical concepts to users of varying degrees of technical understanding. Innovative and critical thinker that addresses customer support issues quickly and consistently exceeds performance standards. Experience assisting users both remotely and in person.
Certification
CompTIA Server+ Certification: I.D # COMP001022408575
CompTIA A+ Certification: I.D # COMP001020785047
CompTIA Security+ Certification: I.D # COMP001020785047
Timeline
IT Support Administrator
The Beach Company
09.2017 - Current
IT Support Specialist
MOTLEY RICE LLC.
06.2016 - 07.2017
Technical Support Specialist
BOEING
09.2015 - 06.2016
Information Technology Support Sergeant
UNITED STATES ARMY
08.2012 - 06.2014
Information Technology Specialist
UNITED STATES ARMY
05.2008 - 08.2012
BACHELOR OF SCIENCE - COMPUTER AND INFORMATION SCIENCE W/ MAJOR IN CYBER AND NETWORK SECURITY
ECPI
ASSOCIATES IN COMPUTER SCIENCE - NETWORK SYSTEMS MANAGEMENT W/ CYBER SECURITY CERTIFICATE
TRIDENT TECHNICAL COLLEGE
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