James Kelly Bridgers Ashley
Fletcher,NC
Summary
Flexible Technical Support Engineer with 15 years of experience helping clients maintain smooth operations. Expertise in on-premise and cloud systems and virtual environments. Commended for rapidly and effectively resolving downtime and efficiently integrating new software and components.
Overview
16
16
years of professional experience
Work History
Technical Support Engineer L2
Varonis
Raleigh, North Carolina
01.2022 - Current
- Provides specialized, skill-specific technical services, as well as base core knowledge of Varonis Architecture
- Supports the company's highly complex products on customers' systems remotely
- Independently troubleshoots and resolves complicated technical issues related to the customer's environment by analyzing product & systemic issues - Active Directory, Windows file servers, Exchange, SharePoint, Storage systems, etc
- Proactively identifies critical points of failure, raises flags & escalates issues that are of an urgent nature
- Utilizes various knowledge resources and contributes to enriching the Knowledge Base by documenting and/or publishing relevant content that needs to be shared with others following technical investigations.
IT Network Engineer
TSA Choice
Asheville, North Carolina
01.2019 - 01.2020
- Provided critical hardware and software support to clients across the professional and medical fields
- Performed troubleshooting on Windows PC operating systems (Win7-Win10) and supported end-user applications
- Assisted with routers/firewalls, layer switches and wireless deployments
- Supported both the Service Desk teams and the IT facility teams.
Client Tech Specialist, Sr II
BorgWarner
Oroszlány, Hungary
01.2016 - 01.2017
- Supported campus of 3 manufacturing plants, and was the sole onsite IT representative for the Emissions Business Unit plant
- Provided support to both the Service Desk teams and the IT facility teams, with a focus on customer satisfaction
- Executed desktop services, standards, deployment processes and desktop image components
- Assisted with Office 365 roll-out team campus-wide in Hungary.
Systems Engineer
Electronic Office
Asheville, North Carolina
01.2015 - 01.2016
- Provided critical hardware and software support to clients across the professional and medical fields
- Provided NOC support concerning group policy updates as well as SQL server databases and backups
- Implemented and managed Active Directory Administration and implementation, VPN connection Administration.
Global Publisher - Knowledge Management
Experis at Cisco Systems
Raleigh, North Carolina
01.2014 - 01.2015
- Edited and published accurate, high-quality content in collaboration with 40 Global Content Owners while adhering to established governance within various channels of Employee Experience Information Query (EEIQ) tool
- Participated in newsletter creation and policy maintenance as well as project, tool, and Global Content Owner support
- Assigned new HR content requests to appropriate owners, approved special role access and updates, and managed daily tasks via Oracle InfoManager tool
- Worked in partnership with Knowledge Management Governance Lead to keep content playbook and governance up to date while participating in tool-related cyclical audits to ensure integrity of the service delivery and provided reporting on compliance trends
- Delivered EEIQ tool training to relevant teams and maintained the integrity of all training materials in partnership with Global Content Leads and the Training & Development Team
- Assisted with User Acceptance Training (UAT) tool testing to support the Technical Team or Data as Service Team with new capabilities or business requirements
- Acted as the primary point of contact within the Knowledge Management Team concerning training and policy/communications
- Created and maintained a team collaboration space using SharePoint.
GTRC Level 2 Mobility Analyst, Level 1 CVO Analyst
CompuCom at Cisco Systems
Raleigh, North Carolina
01.2013 - 01.2014
- One of two Global Analysts that supported and resolved Level One and Level Two mobile operating system, app and mobile hardware issues for Global Cisco Employees
- Lead global mobility training for Global Technical Response Center analysts concerning refresher courses and new hires to efficiently and effectively troubleshoot Global Cisco Employee's mobility issues
- Delivered support to Front Line Analysts via in-house hat for resolving lower scale mobility issues
- Supported and resolved Level One Cisco Virtual Office networking intranet issues concerning setup, enrollment, configuration and connection for remote workers.
GTRC Level 2 Desktop Analyst
CompuCom at Cisco Systems
Raleigh, North Carolina
01.2011 - 01.2013
- As a Second Level Desktop Analyst, resolved issues pertaining to: operating system, application and computer hardware issues for Global Cisco employees
- Developed training material for new hires within Global Level 2 Desktop Team
- Supported and assisted Level One Analysts with operating system, application issues and computer hardware issues or routed the client to the appropriate Global Technical Response Center department
- Assisted Device Exchange Center with hardware repairs and software imaging for Cisco employees localized to the Research Triangle Park campus
- Accomplishments: Selected to represent GTRC RTP as one of the two on-site help desk technicians to support Cisco's Partner Summit Conference in Boston, Massachusetts with their operating system, application and hardware issues
- Consistently ranked in the top 5% out of 80 Global Second Level Desktop Analysts concerning resolutions, case statistics and customer satisfaction.
Lead Quality Associate
ACS - A Xerox Company
Raleigh, North Carolina
01.2009 - 01.2011
- Supervised teams of 15 or more analysts while coaching on technical skills as well as customer service
- Assisted with over 20 teams of 15-18 analysts each with coaching, troubleshooting/technical skills, customer service, root cause analysis and training
- Trained multiple classes of 30 people to become iOS device and CPU support advisors
- Promoted to Lead Quality Associate for iOS & CPU advisors: Compiled data to perform root cause analysis for AppleCare Operations concerning technical skills, soft skills, customer dissatisfaction and performance
- Promoted to AppleCare Trainer for iOS & CPU devices: Completed qualification for an AppleCare Trainer and led several three-week classes for newly hired iOS advisors, consisting of technical troubleshooting, soft skill development, company history and work ethic
- Promoted from Level 1 CPU & iOS Supervisor to Level 2 and coached on troublesome issues and customer experience: Led and maintained a team of fifteen advisors implementing strategies for soft skill and technical expertise
- Subject Matter Expert for iOS and CPU devices: Displayed expertise in troubleshooting all Apple devices, led iTech meetings and round tables to direct advisors on means of improving troubleshooting proficiency, gathered and analyzed troublesome issues and devised techniques to improve advisor efficiency
- Facilitated the transition to a new operations' site: Transported, organized and constructed workstations including station identification and maintenance
- Accomplishments: Recognized by Apple for performing in the top 5% of all advisors: Consistently met and exceeded expectations and devised techniques that were set as a benchmark for all advisors.
Education
Data Analytics
UNC-Chapel Hill
Chapel Hill, NC01.2021
Bachelor of Science in Studio Art -
Greensboro College
Greensboro, NC01.2006
Skills
- Microsoft Windows XP-11
- Microsoft Windows Server 2016-22
- Microsoft Office Applications
- Remote Desktop Applications
- SalesForce Ticketing System
- Remedy Ticketing System
- ConnectWise Ticketing System
- Android OS
- Office 365 Administration
Accomplishments
- Collaborated with team of 8 in the development of Proactive Support.
- Client's Chief Information Security Officer personally commended me to my boss, highlighting my "willingness to help anyone...help the customer." He complimented my reliability and exemplary work.
- Consistently held 99.4% YTD for the goal of "Frictionless Customer Engagement: Account Holistic View | Fast & Effective."
- Consistently held 98.83% YTD for the goal of "Solve it Forward: Ownership End to End."
Timeline
Technical Support Engineer L2
Varonis
01.2022 - Current
IT Network Engineer
TSA Choice
01.2019 - 01.2020
Client Tech Specialist, Sr II
BorgWarner
01.2016 - 01.2017
Systems Engineer
Electronic Office
01.2015 - 01.2016
Global Publisher - Knowledge Management
Experis at Cisco Systems
01.2014 - 01.2015
GTRC Level 2 Mobility Analyst, Level 1 CVO Analyst
CompuCom at Cisco Systems
01.2013 - 01.2014
GTRC Level 2 Desktop Analyst
CompuCom at Cisco Systems
01.2011 - 01.2013
Lead Quality Associate
ACS - A Xerox Company
01.2009 - 01.2011
Data Analytics
UNC-Chapel Hill
Bachelor of Science in Studio Art -
Greensboro College