Summary
Overview
Work History
Education
Skills
Timeline
Generic

James Roberts

Tulsa

Summary

Consistently recognized for technical troubleshooting skills used to rapidly and cost-effectively resolve challenging technical issues. Experience with remote, and hands on solutions. Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, languages, tools and testing methodologies. Responsible for Macy’s MLO (Logistics Center) layer 3 super network, equipment repair, computer provisioning, installation, troubleshooting. Zebra Xi04 label printers, Lexmark Office Printers, hand-held scanners, Cisco IP phones, general IT situations.

Overview

19
19
years of professional experience

Work History

Customer Engineer Sr.

NCR INC.
04.2019 - Current
  • Engage Corporate clientele to discuss hardware, and software related issues with point-of-sale or computer systems.
  • Repair computers, printers, handheld equipment, software issues.
  • Macy’s Logistics Center Tulsa, OK. Lead Field Services Analyst. Responsible to the entire IT Operation. Large infrastructure, 1.5 million square ft. facility. Over 2000 pieces of equipment.
  • Responsible for Macy’s MLO (Logistics Center) layer 3 super network, equipment repair, computer provisioning, installation, troubleshooting. Zebra Xi04 label printers, Lexmark Office Printers, hand-held scanners, Cisco IP phones, general IT situations.

Technical Support Analyst

DSR
10.2018 - 04.2019
  • Support Analyst for Corporate infrastructure. This will include advanced networking and computer support.

Support Tech Customer Service

AT&T
12.2017 - 08.2018
  • Inbound calls for Tech services, expertise in explaining account charges and fees, provide the best in customer service. Advanced account management and technical services 2.

IT Helpdesk

Hewlett Packard
10.2012 - 11.2013
  • Handle incoming IT technical calls for National Grid Electric company. Working primarily as an Administrator, I unlock accounts, reset passwords, grant permissions, restrict accounts, remove users, and setup tickets for a plethora of issues. Follow up with my customers within a timely manner, and providing the best customer service available.

IT Helpdesk

Siwel Consulting/Verizon Helpdesk
04.2011 - 09.2012
  • Handled technical troubleshooting within an enterprise environment, including system crashes, slow-downs, basic network and data recoveries. Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation (if appropriate), resolution and closure of trouble tickets. Remote and hands on support for Laptop, Desktops, Printers, Scanners, Handheld devices, and Net Books. Troubleshooting hardware, software, networking, WAN and LAN.

Account Services Supervisor / Dispatcher Supervisor

Cox Communications
07.2006 - 06.2010
  • Call center Supervisor, responsible for managing the call queue resolution rates, call quality, and all metrics. I also was cross trained for Supervisor over Technical Support as well. Consistently hit all metrics, while ensuring the best customer support was provided. I was honored with awards in Leadership for two years in a row.
  • Selected Contributions:
  • Mastered one-call resolution tactics.
  • Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores, consistently scoring between 95%-100% on all calls (outperforming average of 90%).
  • Handled 20+ technical/mission-critical calls daily and consistently met high service standards, and service levels. Remote and hands on support for Laptop, Desktops, Printers, Scanners, Handheld devices, and Net Books. Troubleshooting hardware, software, and network WAN and LAN.
  • Hourly requirements are as follows: open.

Education

HS Diploma - undefined

Washington HS
Tulsa, OK
06.1987

Skills

  • Systems: Windows 10/9X/NT/2000/XP/Vista/Win7/Win2K/Server 2003, 2008/ Mac OS, Linux, Pyramid, Beumer, Akkadian, Call Manager, Active Directory
  • Database: Oracle, Relational Databases AS 400 (repair), MYSQL(some)
  • Software: Microsoft Office 2003, 2007, 2010, 2016, 365, Exchange Server, Proxy Master Pro, Mobi Remote, Active Directory, VMware, AS 400, McAfee antivirus and OPManager Beumer, Pyramid, RSAT Tools, Windows Deployment Services – PXE Boot, Windows Admin, Putty, Kitty etc

    • Hardware: Dell Desktops and Laptops, Lenovo Desktops and Laptops, Dell Servers, Cisco Switches, Cisco Routers, Cisco IP Phones, Zebra label and ILPN printers, Cisco access points, Lexmark office printers

Timeline

Customer Engineer Sr.

NCR INC.
04.2019 - Current

Technical Support Analyst

DSR
10.2018 - 04.2019

Support Tech Customer Service

AT&T
12.2017 - 08.2018

IT Helpdesk

Hewlett Packard
10.2012 - 11.2013

IT Helpdesk

Siwel Consulting/Verizon Helpdesk
04.2011 - 09.2012

Account Services Supervisor / Dispatcher Supervisor

Cox Communications
07.2006 - 06.2010

HS Diploma - undefined

Washington HS

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