Years of professional experience
Hi, I’m
James Robertson
Network Analyst
Columbia,SC
Summary
Network Analyst experienced in desktop support and network configuration. Vast knowledge of client and server applications, as well as installation and configuration of desktops and servers.
Overview
2
Work History
First Community Bank
Network Analyst
01.2023 - Current
Job overview
- Managed development, deployment and training of RTS system and internal systems suite.
- Mitigated risk by analyzing complex computer systems to assess vulnerabilities.
- Tested and evaluated Horizon XE software to improve performance and usability.
- Reviewed logs for all networking devices for unresolved abnormalities and problems.
- Worked extensively with Image Centre to schedule and store reports.
- Defined database requirements for both EMIS and RTS systems.
- Documented all server and network problems and other unusual events in detail.
- Wrote ad hoc tools and patches to resolve recurring production problems.
- Defined security requirements for mainframe, workstations and personal computers.
- Upgraded network software and hardware for optimized performance.
- Created inventory, report and invoicing databases.
- Configured and installed wireless controllers, routers and switches.
- Administered and prepared programs for IP addresses, developed network resources and trained support personnel to provide Tier I support to end users.
- Designed and implemented networks in collaboration with project engineers.
- Rolled out software updates and applied server patches to thwart threats from penetrating networks.
- Researched product and issue resolution tactics to address customer concerns.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Lexington Medical Center
Information Systems Support Specialist
06.2022 - 01.2023
Job overview
- Provided technical support to customers by identifying causes of problems, researching and offering effective solutions
- Responded to client requests for technical support by phone, email and inter-office chat service
- Assisted customers with various types of technical issues via email, live chat and telephone
- Supported customers with online billing, access and account issues
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements
- Demonstrated advanced product knowledge to solve customer issues
- Used proactive monitoring procedures and tools to identify problem prevention opportunities
- Used remote login tools to assist clients with technical and product questions
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information
- Walked customers through common phone hardware and software configurations to maximize service functionality
- Maintained up-to-date case documentation for future reference
- Handled customer service issues by providing guidance or escalating for advanced support
- Dispatched vendors to perform onsite service to mitigate problems beyond scope of telephone troubleshooting
- Worked with internal teams to deliver accurate information to customers and service accounts
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades
- Stayed abreast of latest software developments to enhance job knowledge
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs
- Managed customer system updates, informing clients of installation progress stages
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users
- Maintained highest levels of quality, safety and patient confidentiality by following hospital and regulatory guidelines when collecting patient information and conducting imaging procedures.
TCC Verizon
Technical Support Specialist
03.2021 - 11.2021
Job overview
- Placed orders and answered customer questions in-person, through email and over phone to maximize customer service
- Counted cash, made change and stored coupons to keep organized and balanced cash register drawer
- Arranged merchandise for display to highlight new styles, attract customers and enhance sales
- Developed key customer relationships to increase sales
- Contacted new and existing customers to outline benefits of products.
Education
Strayer University
Associate's degree from Computer Science
05.2024
Gray Collegiate AcademyWest Columbia, SC
High School Diploma
05.2020
Skills
- Network Troubleshooting
- Network device monitoring
- Print servers maintenance
- Support Ticket System Management
- Technical issues analysis
- Test Software
Additional Information
Currently working on my Security+
Also working on extending my knowledge in the following coding languages:
- Python
- C Sharp
- Java
Timeline
Network Analyst
First Community Bank
01.2023 - Current
Information Systems Support Specialist
Lexington Medical Center
06.2022 - 01.2023
Technical Support Specialist
TCC Verizon
03.2021 - 11.2021
Strayer University
Associate's degree from Computer Science
Gray Collegiate Academy
High School Diploma
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