James Parker
Systems Support Engineer
Murrells Inlet,SC
Summary
Proficient Systems Support Engineer with over 9 years of experience delivering solutions to software customers and users. Strong foundational expertise in network requirements and resource allocation, supporting creative and optimized approaches to tackling system issues. Skilled at generating reports and performing physical equipment movement requests. Track record of delivering timely solutions and projects, identifying process improvements along the way.
Overview
9
9
years of professional experience
4
4
Certifications
Work History
Systems Support Engineer/Infrastructure Engineer
NETDOCUMENTS
Lehi, UT
10.2018 - Current
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Identified issues, analyzed information and provided solutions to problems.
- Passionate about learning and committed to continual improvement.
- Managed general systems administration tasks, including building, deploying, and monitoring servers, storage, networking, and other data center and cloud infrastructures
- Participated in several physical hardware upgrades to various systems for data center implementations, including Cisco networking, Palo Alto firewalls, Nutanix, and Hewlett Packard Enterprise Servers
- Coordinated a $1.8M project to establish new data centers in German through planning equipment capacity, negotiating equipment quotas, along with handling logistics covering 60-70 pieces of equipment
- Implemented a "just in time" physical inventory management system to reduce consumables spending and improve project completion deliverables.
Technical Support Engineer
NETDOCUMENTS
Lehi, UT
05.2017 - 09.2018
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
- Quickly developed expertise regarding new releases, enhancements, and product functionality to ensure successful support for customers.
Tier II Senior Technical Support Technician - Cisco
CALLTOWER
South Jordan, UT
12.2015 - 05.2017
- Translated complex technical issues into digestible language for non-technical users.
- Utilized Cisco Unified Call Manager (CUCM) to aid in the troubleshooting of client issues
- Maintained current IP routes, and established new IP routes, for carrier and private VOIP setups
- Supported BLF lines, Hunt Groups, Shared/Rollover Lines, and other features in Cisco integrations
- Excelled as Tier I support tech across Skype For Business and Cisco communications solutions.
Microsoft Global Helpdesk
UNISYS TECHNICAL SERVICES
Salt Lake City, UT
12.2014 - 12.2015
- Established effective technical resolutions for Microsoft OS, Microsoft Office, and Active Directory solutions
- Trained and coached new employees and served as a point-of-contact as knowledge specialist
- Streamlined and improved technical procedures by collaborating with management, creating knowledge base articles, and continually refining the knowledge base.
Education
Associates of Applied Science - Network Management Technologies
WEBER STATE UNIVERSITY
Ogden, UTBachelor of Science - Management Information Systems
Western Governors University
Salt Lake City, UT 05.2001 -
Skills
SaaSSystem NetworkingSystem IntegrationCloud ComputingWindows & LinuxTechnical SupportKnowledge Base ManagementProject ManagementProblem-SolvingTraining & Team DevelopmentImplementations & UpgradesInventory ManagementInternational Data Centers
System Troubleshooting
Server Management
Incident Management
Remote support tools
Application installations
User Support
Troubleshooting skills
Technical Writing
Network Troubleshooting
Application support
System Configuration
Hardware troubleshooting
Technical Analysis
Hardware and software installation
Project Coordination
Server maintenance
Remote Support
System Administration
Technical Documentation
Communication and Team Collaboration
Technical Documentation and Reporting
Analytical Skills
Problem-solving abilities
Active Listening
Self Motivation
Critical Thinking
Decision-Making
Adaptability
Analytical Thinking
Team building
Effective Communication
Task Prioritization
Team Collaboration
Reliability
Problem-solving aptitude
Professionalism
Time Management
Interpersonal Communication
Multitasking
Certification
CompTIA Project+, 2016-10-01
Timeline
Systems Support Engineer/Infrastructure Engineer
NETDOCUMENTS
10.2018 - Current
Technical Support Engineer
NETDOCUMENTS
05.2017 - 09.2018
Tier II Senior Technical Support Technician - Cisco
CALLTOWER
12.2015 - 05.2017
Microsoft Global Helpdesk
UNISYS TECHNICAL SERVICES
12.2014 - 12.2015
Bachelor of Science - Management Information Systems
Western Governors University
05.2001 -
Associates of Applied Science - Network Management Technologies
WEBER STATE UNIVERSITY