James O. Walker Jr.
Chicago,USA
Summary
HealthCare, Manufacturing and Enterprise environment. Knowledge of SNow ticketing system, VPN, VOIP phones. OS imaging and installation, remote user support. AD User management, Peripheral installation and troubleshooting. RF scanner installation, replacement and resets. WOW thin client Ether/Wi-Fi connectivity. Communication with vendors of HW/SW for problem resolution. IMAC, break-fix and asset management. Windows 7 to 10 upgrades and new system deployments. Keep all stakeholders in the communication loop up to date in agreement with the SLA Commitment.
Skilled Desktop Engineer with a background in troubleshooting, system administration and network configuration. Strengths include problem-solving ability, technical aptitude and strong knowledge of various operating systems. Previous roles involved improving desktop operational efficiency and reducing system downtime through proactive maintenance.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Client Support Specialist
Walkers Tekser IT Services
Chicago, IL
01.2000 - Current
- Provide Software, Hardware and Network support services via remote, phone and location.
- Prepare new boxes for current business needs.
- Create and deploy virtual appliances.
Epic Project Rollout Desktop Support/ Windows Systems Analyst
PACE Systems USA
Schaumburg, IL
12.2019 - 03.2021
- Company Overview: University of Illinois Hospitals, Chicago, IL
- Provide level II Desktop Support services for issues escalated from the IT Helpdesk for Thin clients, Desktop and Laptop computers and peripherals
- Migrated file servers to redundant Windows DFS servers.
- Provide evening computer rollout services for the EPIC computing environment.
- Maintain a distribution pool of loaner laptops and other equipment.
- Refresh computers from Windows 7 to Windows 10.
- Remotely connect to computers using SCCM viewer and other remote environments.
- Responsible for Windows Servers and the Active Directory domains, including the associated accounts and permissions.
- Monitor computers using Citrix Director.
- Monitoring and performance tuning for both AD and Windows operating systems.
- Assist users with VMWare, Xen desktop, Citrix and Cerner application issues.
- Assist users with SSO login and Bitlocker lockout issues.
- Image new computers with exact location specs for deployment.
- Provide Level 2 technical assistance, including problem replication, triage, and resolution of issues, the majority of which are associated with Standard Operating Procedures (SOPs)
- Provide support for hourly, salaried and VIP clients.
- Escalation of issues to the correct network, server, phone systems teams when necessary.
- Documentation of procedures used to resolve issues.
- Communication to leadership as needed.
- Collaborate with internal stakeholders, including team members from Production, Engineering, and other Business stakeholders where necessary the steps used to resolve issues.
- Provide remote support for windows and mac computers.
- Add clients and hosts to available and reserved IP addresses using Infoblox.
- Find and manipulate thin clients using Lansweeper.
- Assist users in the purchase of software and productivity tools.
- Open, Respond, Escalate, Monitor, Query and Close tickets in SNow.
- Manage users and resources in Active Directory.
- Take ownership of special projects as needed to maintain timely completion.
- Use of skype to talk with users and view issues in real-time.
- Installation of Cisco phones and verifying they are operational on a connected network port.
- Assist users with OWA, O365, Proprietary and other software issues including BYOD.
- Use Windows 10 embedded tools to fix hardware related issues.
- Locate, download and install OEM drivers to resolve windows hardware issues.
- Facilitate warranty claims and exchanges.
- Assist managers with new user onboarding and offboarding account creation/deletion requests.
- Assist VIP users with Network connectivity, VPN and software issues.
- University of Illinois Hospitals, Chicago, IL
Systems Analyst
CompuCom USA
Fort Mill, SC
06.2019 - 12.2019
- Company Overview: GE Aviation Lafayette, IN
- Provide level II Desktop Support services for issues escalated from the IT Service Desk.
- Provide support for hourly, salaried and VIP clients.
- Image Intel Compute Sticks for deployment based on user, dept and function.
- Planning, designing, developing, documenting and recommending enhancements and modifications to existing system.
- Maintain a distribution pool of loaner laptops and other equipment.
- Refresh computers from Windows 7 to Windows 10.
- Perform new system imaging, set up, configuration and deployment.
- Open, Respond, Escalate, Monitor, Query and Close tickets in ServiceNow.
- Document and maintain IT Operations manual, which adheres to ISO policies.
- Manage user accounts in Active Directory.
- Assist users with MDM access.
- Take ownership of special projects and complete tasks before the scheduled deadline.
- Keep users, teammates and other stakeholders aware of each step of the process.
- Use of skype to talk with users and view issues in real-time.
- Check users for Legal holds before decommissioning computers.
- Assist users with OWA, O365, Proprietary and other software issues including BYOD.
- Use Windows 10 embedded tools to fix hardware related issues.
- Locate, download and install OEM drivers to resolve windows hardware issues.
- Facilitate warranty claims and exchanges.
- Assist VIP users with Network connectivity, VPN and software issues.
- Assist users with Cerner issues.
- Assist users with SSO login and Bitlocker issues.
- Demonstrated leadership skills in overseeing all facets of IT design and delivery of hardware and software support and service for the company.
- Use slack to exchange issue resolutions and other information with team members.
- GE Aviation Lafayette, IN
Windows System Analyst
Randstad Technologies USA
Lafayette, IN
07.2018 - 05.2019
- Company Overview: Landis & Gyr Lafayette, IN
- Triage issues and escalate tickets to the necessary location-based team(s).
- Maintain a distribution pool of loaner laptops and other equipment.
- Provide tier 2 support for local user issues.
- Provide support for hourly, salaried and VIP clients.
- Assist users with SSO login and Bitlocker issues.
- Utilize rdp and webex access to user desktop, files and applications via company and personal devices.
- Use of skype to talk with users and view issues in real-time.
- Assist users with OWA, O365, Proprietary and other software issues.
- Assist users in mobile device purchases and network access via MDM.
- Open, close, update, note, respond to users and other team members using SNow system.
- Keep users, teammates and other stockholders in the loop in each step of the process.
- Create Virtual appliances using VMware Workstation.
- Special projects as requested by the Manager.
- Communicate with and assist other team members via MS Teams and Google hangouts.
- Document and maintain IT Operations manual, which adheres to ISO policies.
- Assist with the maintenance of server-based applications and services.
- Assist in Anti-virus scans and provide results to SCCM admins on image reliability.
- Windows and Software patch application.
- Assist with customer, business and infrastructure required applications.
- Perform system imaging, deployment, patching, virus scanning and other services as needed.
- Perform Active Directory user, group and resource administrative functions.
- Provide remote and on-site technical support.
- Provide assistance with local and remote LAN/WAN/VPN connectivity issues.
- Provide user need assessments, research and recommendation services.
- Landis & Gyr Lafayette, IN
MachineShop Technician
CFA Staffing
Lafayette, IN
03.2017 - 07.2018
- Company Overview: Caterpillar Large Engine Facility Lafayette, In - 3500 Headline
- Using various precision Machines, overhead hoists and hand tools to assemble engine parts used in the construction of the Cat 3500 diesel engine which is used by companies and corporations around the world.
- Haul engine parts, supplies, products and equipment using forklifts both sitting and standing and hand trucks.
- Caterpillar Large Engine Facility Lafayette, In - 3500 Headline
Network Support Analyst
Technology plus
Chicago, IL
03.1998 - 12.1999
- Company Overview: Office of The Special Deputy
- Admin and desktop support for 1000 local/remote users.
- Provide support for hourly, salaried and VIP clients.
- Support a mixed platform environment of 3.x – Win98SE.
- Network user, resource and file access control.
- Network security and remote/internet/vpn access control.
- Create network resource and server room diagrams.
- Office of The Special Deputy
Tech Support Analyst
Tech Temps
Oakbrook, IL
02.1997 - 03.1998
- Windows/Novell Network login, protocol and access permission issue resolution.
- Hardware/software installation and support services.
- Assist other tech support team members to complete our assigned tasks.
- Assist with special projects.
- Provide support for hourly, salaried and VIP clients.
Tech Support Analyst
Thomas Gont Enterprises
Hillside, IL
11.1995 - 01.1997
- Provide HR dept. and Exec. offices desktop and network support.
- Provide network support for 3000 remote/on-site users in a Novell/Windows mixed client environment.
- Provide support for hourly, salaried and VIP clients.
- Research and resolution on varying computer systems and operating systems.
Education
Associates - Information Technology
WGU
Salt Lake City, UTNetworking Career Program -
Computer Systems Institute
Skokie, ILCisco/A+ Program -
Computer Systems Institute
Chicago, ILNOVELL Certified Administrator Program -
Computer Learning Center
Chicago, ILSkills
- HealthCare, Manufacturing and Enterprise environment
- Knowledge of SNow ticketing system, VPN, VOIP phones
- OS imaging and installation, remote user support
- AD User management, Peripheral installation and troubleshooting
- RF scanner installation, replacement and resets
- WOW thin client Ether/Wi-Fi connectivity
- Communication with vendors of HW/SW for problem resolution
- IMAC, break-fix and asset management
- Windows 7 to 10 upgrades and new system deployments
- Keep all stakeholders in the communication loop up to date in agreement with the SLA Commitment
- 29
- Desktop support
- Active Directory management
- Windows imaging
- Technical troubleshooting
- Remote desktop support
- Incident management
- Client relationship management
- ITIL practices
- System documentation
- User onboarding
- Problem solving
- Effective communication
- Time management
- Team collaboration
- Adaptability
- Hardware repair
- Asset management
- Printer support
- CompTIA A certified
- Performance optimization
- Hardware and software installation
- Ticketing systems
- Active directory
- Desktop virtualization
- VPN configuration
- Hardware configuration
- Help desk experience
- Patch management
- Installations
- Technical analysis
- Software installation
- Network connectivity
- System administration
- Computer updates
- Application deployment
- Device driver management
- End-user training
- Technical support
- Reimaging
- Project management
- Mobile device management
- Performance enhancement
- Hardware installation
- Customer service
- Service order documentation
- Ticketing system proficiency
- User request coordination
- Hardware diagnostics
- Windows operating system
- Adaptability to change
- End user support
- Virtualization technologies
- Video conference support
- Application installations
- Troubleshooting and diagnosis
- Printer and peripheral support
- Hardware and software upgrades
- Local area networking
Certification
- CIW Web Foundations Associate (2013)
- CIW Web Design Specialist (2014)
- Microsoft Certified Systems Administrator (2008)
- Microsoft Certified Professional (2009)
- CompTIA A+ Certified Professional IT Technician (2008)
- CompTIA A+ Certified Professional IT Technician (2016)
- CompTIA Network+ Certified Professional (2009)
- Certified NOVELL Administrator (1995)
- ACT National Career Readiness Certificate (2017)
- Advanced Manufacturing Certificate from Purdue Polytechnic Training Center (2017)
- Certificate in Supervision and Teams-at-Work from IVY Tech Corporate College (2017)
Professional Summary - S C C M
I have been using the SCCM in accordance with the corporate rules in the places I’ve worked it has not been in a server room capacity but as a remote desktop support tool for imaging, patching, monitoring, remote viewing, configuration and diagnostics. It’s a wonderful tool but many places are switching over to Baumgartner for remote work.
Length Of Experience
Twenty-Nine years’ experience providing IT Infrastructure field support which includes troubleshooting hardware, software, operating system issues and problems and fixing the issues without impacting / violating the hardware warranty or customer security compliance requirements. Hands on experience in installing, troubleshooting and fixing desktops, printers, laptop and other computer peripherals hardware problems as well as desktop applications. Basic knowledge of enterprise LAN and WAN setups and concepts. Ability to lift / move computer equipment weighing up to 50Lbs. Skilled in desk side support and PC break/fix including basic administration of Windows O/S. Experience with Anti-spyware and Anti-virus software. Knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP. Smart hand support for peripheral and networking hardware, including, but not limited to monitors, keyboards, mice, printers, fax machines, scanners, wireless-appliances. Ability to troubleshoot issues with systems and networks using good deductive reasoning skills. Good written and oral communications skills with clients and management as well as people skills. Ability to work with deadlines and complete tasks on-time.
Vip Support Experience - Years
29
University Experience - Worked For Unisys
No
Installation Experience
29, 29, 29, 29
Desk Side Support Experience
29
Troubleshooting Experience
29
Repairs
29, 29
Hardware Experience
29
Ticketing Systems Experience
29
Imac Experience
29
Certifications Summary
See resume
Vaccination Status
I am fully vaccinated
Services
- VPN
- DNS
- WINS
Protocols
- TCP
- IPv4
- DHCP
- PPTP
- SMTP
- POP3
- PPP
- RDP
- UDP
- SMB
- CIFS
- NFS
Timeline
Epic Project Rollout Desktop Support/ Windows Systems Analyst
PACE Systems USA
12.2019 - 03.2021
Systems Analyst
CompuCom USA
06.2019 - 12.2019
Windows System Analyst
Randstad Technologies USA
07.2018 - 05.2019
MachineShop Technician
CFA Staffing
03.2017 - 07.2018
Client Support Specialist
Walkers Tekser IT Services
01.2000 - Current
Network Support Analyst
Technology plus
03.1998 - 12.1999
Tech Support Analyst
Tech Temps
02.1997 - 03.1998
Tech Support Analyst
Thomas Gont Enterprises
11.1995 - 01.1997
Associates - Information Technology
WGU
Networking Career Program -
Computer Systems Institute
Cisco/A+ Program -
Computer Systems Institute
NOVELL Certified Administrator Program -
Computer Learning Center