Jamey McCarney
Pottstown,PA
Summary
Technology-inclined professional possessing strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
20
20
years of professional experience
Work History
Technical Services Analyst
Oxford Industries Inc.
King Of Prussia, PA
08.2023 - Current
- Oxford Industries Inc. is the parent company who owns Lilly Pulitzer as well as other brands. They combined the desks into an Enterprise Service Desk & I became Oxford.
- We switched from BigFix to Microsoft inTune back in late 2024 for Windows computers patching. I am being trained to use inTune. I am currently making apps & creating them to self update. Still a lot to learn.
- We use JAMF still for iOS devices & Macs. Learned how to use the Mac Apps feature so I don't have to download all of the different updated installers.
- Patching now includes all workstations HQ & Retail Stores as well as the store peripherals such as desktops, store manager laptops (both Windows & Mac), iOS devices, , handheld warehouse scanners.
- I still work various projects from my manager as well as other teams as needed.
- Handle New Hire & Offboarding Processes including end user account creation & access maintenance as well as hardware deployment & retraction.
- Assist Service Desk Manager with SOX audits as needed
- Handle Level 2 queue tickets as well as assist with Level 1 tickets as needed
- Maintain strong relationships with vendors, facilitating smooth communication and prompt issue resolution when needed.
- Improve system efficiency by identifying and resolving technical issues in a timely manner.
- Coordinate with other IT teams during major system rollouts or changes, ensuring seamless integration into existing infrastructure without compromising user experience or service quality.
- Participate in team meetings to discuss ongoing projects and share insights on best practices within field of IT support services.
Technical Services Analyst
Lilly Pulitzer Inc.
King Of Prussia, PA
02.2018 - 08.2023
- Followed my manager from Endo here.
- Started off as the the only person on the Help Desk in Feb 2018. Had to run the Service Desk by myself for a week with no training until my partner started. This was accomplished by researching old tickets & asking people for troubleshooting solutions. No reference material available when I started.
- I gathered information & by late 2019, I created over 200 knowledge base articles with pictures & screenshots. I was the Service Desk Knowledge Base Admin.
- I also served as 1 of the escalation points on the Service Desk as well as a trainer.
- I also patched Windows computers (no servers) for the 1st time in March 2018 using HCL BigFix. I learned to create the monthly baselines in BigFix.
- Apple devices were originally patched through Cisco Meraki but were migrated to JAMF back in 2022.
- In JAMF, I learned to create Smart Groups & configure them as well as upload the latest installers for the apps being deployed & schedule them monthly for patching.
- Patching included all workstations HQ & Retail Stores as well as the store peripherals such as desktops, laptops (both Windows & Mac), iOS devices, registers (Touch Dynamic), pin pads, handheld warehouse scanners, Mitel deskphones, & eventually swapped out the Mitel with Windstream phones.
- I worked various projects from my manager as well as other teams as needed. This constitutes anything from Active Directory & 365 cloud clean up to swapping backup tapes for the Server Team, to tracing a connection physically for Networking.
- I also built, uploaded, & maintained computer images in BigFix
- Handled New Hire & Offboarding Processes including end user account creation & access maintenance as well as hardware deployment & retraction.
- Assisted Service Desk Manager with SOX audits
- Handles Level 2 queue tickets as well as assisted with Level 1 tickets as needed
- Troubleshot Cradlepoint NetCloud Routers & Meraki MX firewalls as needed
- Maintained strong relationships with vendors, facilitating smooth communication and prompt issue resolution when needed.
- Improved system efficiency by identifying and resolving technical issues in a timely manner.
- Coordinated with other IT teams during major system rollouts or changes, ensuring seamless integration into existing infrastructure without compromising user experience or service quality.
- Participated in team meetings to discuss ongoing projects and share insights on best practices within the field of IT support services.
Account Admin, Service Desk
Endo Pharmaceuticals
Malvern, PA
10.2015 - 02.2018
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Handled New Hire & Offboarding Processes including end user account creation & access maintenance as well as hardware deployment & retraction.
- Assisted Service Desk Manager with SOX audits
- Ran various projects per guidance of supervisor such as Active Directory cleanup project back in 2017 as well as various account queries
- Image/Configure desktops, laptops (mostly Windows), iOS devices, VOIP (Cisco)
- Maintained an up-to-date inventory of all hardware and software assets, ensuring compliance with licensing agreements and minimizing the risk of unauthorized use or access.
- Assisted other teams like the Networking & Server teams with various requests & troubleshooting
- Paid attention to detail while completing assignments.
- Developed and maintained courteous and effective working relationships.
- Cherwell Knowledge Base Admin
- Contributed knowledge base articles for end users & trained users as requested.
- Followed my manager to Lilly Pulitzer in 2018
Configuration Technician, Desktop Support
Futura Mobility
Fort Washington, PA
07.2015 - 09.2015
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Maintained an up-to-date inventory of all hardware and software assets, ensuring compliance with licensing agreements and minimizing the risk of unauthorized use or access.
- Supported successful project completion through effective communication with stakeholders, ensuring alignment on goals, timelines, and deliverables.
- Assisted in Shipping & Inventory Dept's & also server as a point of escalation for Tier 1 Help Desk
Desktop Support; Help Desk
Highpoint Solutions LLC
East Norriton, PA
01.2013 - 07.2015
- Highpoint was a hosted services company.
- I served in the same capacity for 8 external clients along with Highpoint internal employees.
- Endo was a client of Highpoint. I ended up working for them after Highpoint.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Organized and detail-oriented with a strong work ethic.
- All work performed was for both internal & external users.
- Handled New Hire & Offboarding Processes including end user account creation & access maintenance as well as hardware deployment & retraction.
- Maintained inventory for both internal & external. Provided reports weekly to my internal management team as well as the "client" managers I also reported to to give them the latest news, what I did, inventory reports, etc.
- Provided deskside, phone support, & walk-ups resolving various hardware, software and network issues & when available I patiently walked individuals through basic troubleshooting tasks.
- Maintained office PCs, networks and mobile devices.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Reported system outages to the IT Manager & elevated teams & worked with them as requested to help restore the affected services.
- I was also one of the Antivirus & Encryption Admins for the Sophos system
- I also would drive to the customer sites to drop off any equipment needed for their legal hold & get fresh supply
- Wrote documentation for end users and trained end users as well as other Service Desk technicians
Service Desk Analyst
Bimbo Bakeries USA
Horsham, PA
06.2010 - 01.2013
- Served as the primary point of contact for all IT-related questions, directing users to appropriate resources when necessary.
- Engaged in user support interactions via deskside telephone, chat and email platforms, & walk ups. Processed about 35-40 calls a day.
- Handled New Hire & Offboarding Processes for all users including end user account & access maintenance. Device deployment & retraction was handled by Hardware Support team.
- Maintained office PCs, networks, printers, and mobile devices.
- Provided deskside, phone support, & walk-ups resolving various hardware and software issues as field technician.
- Diagnosed and troubleshot hardware, software and network issues.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for end users.
- Knowledge Base Contributor
- Wrote documentation for end users and assisted in training Service Desk technicians & end users.
Service Desk Analyst
Iron Mountain
Collegeville, PA
12.2008 - 05.2010
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- End user account & access maintenance only. We did not create or term accounts as there were different teams for each process at Iron Mountain. Equipment deployment & retractions were handled by the Desktop Support team.
- Standard Desktop, Networking, & phone support Break/Fix via phone. At least 35 calls a day. Walk ups were not accepted at the time by IT Management as walk-ups were supposed to visit the Desktop Support team.
- Assisted Desktop Support when requested & directed by my supervisor with laptop & peripheral deployment & setup
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Escalated system outages to the IT Manager & then assigned the ticket to the appropriate queue & triaged with them to help resolve the outage.
- Also worked external customer support along with internal support
- Wrote documentation for end users both internal & external & provided some training for external users
Service Desk Analyst; Quality Assurance Software Tester
NSTL Inc.
Blue Bell, PA
10.2005 - 11.2008
- Engaged in client interactions via telephone, chat and email platforms regarding Cellular Application Certification & Deployment.
- Internal employees went to an internal team for their issues.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Tested over 10 Cellular Applications and created reports based off the results and provided to my superiors daily
IT Technician/IT Field Technician
Keystone Volvo
Montgomeryville, PA
02.2005 - 09.2005
- Trained in fundamentals of System Support, Networking, Hardware, AD, and Software Support
- Handled New Hire & Offboarding Processes including end user account creation & access maintenance as well as hardware deployment & retraction.
- Provided deskside, phone support, & walk-ups resolving various hardware, software and network issues & when available I patiently walked individuals through basic troubleshooting tasks.
- Maintained office PCs, networks and mobile devices.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Reported system outages to the IT Manager & elevated teams & worked with them as requested to help restore the affected services.
Education
Vocational Diploma - Network Security
Chubb Institute
Marple, PA01.2005
High School Diploma -
North Penn High School
Lansdale, PA06.1994
Skills
- Application support
- Microsoft Windows 11 & Account Management Products
- Adobe Products (Creative Cloud, Adobe Reader & Acrobat)
- Android OS, Apple iOS 183 & earlier, Apple Mac OS
- Customer support
- BOMGAR, Cord, Go to Assist, Log Me In
- MSRA, PCAnywhere, Rescue Assist, SMS
- Team Viewer
- Incident Management
- Cherwell, ConnectWise, Peregrine, ServiceNow
- Security protocols
- BitLocker, Cisco AnyConnect, Citrix, Nessus
- Okta, Sentinel One, Sophos, Symantec SEP
- Trend Micro, Zscaler
- System Maintenance
- Cisco Meraki, HCL Big Fix, IOS Air Watch, JAMF
- Microsoft Intune
- SCCM
- Symantec Ghost
- WDS
- Microsoft Remote Help
- Microsoft Company Portal
Additional Information
I was a barber right out of high school & got my barber managers license in 1995. I still technically have my license. I was working 2 jobs when I started in IT working at the shop on weekends until the pandemic hit & then I stopped. I still cut family & friends :-)
Passions are photography, long spontaneous car drives with the music playing, beach is always good, & I love the Philadelphia Eagles.
Skillsets
Application support
- Active Directory
- Adobe Products (Creative Cloud, Adobe Reader & Acrobat)
- Android OS
- Apple iOS 18.3 & earlier
- Apple Mac OS
- Microsoft 365 & earlier Office suites
- Microsoft Entra (Azure)
- Microsoft inTune (in Training)
- Microsoft Powershell
- Microsoft MyApps
- Microsoft Windows 11 OS & earlier
- Oracle Virtual Management Suite
- Windows 2022 Server
Customer support
- BOMGAR
- CoRD
- Go To Assist
- LogMeIn
- MSRA
- PCAnywhere
- Rescue Assist
- SMS
- TeamViewer
Incident Management
- Cherwell
- Connectwise
- Peregrine
- ServiceNow
Security protocols
- Bitlocker
- Cisco AnyConnect
- Citrix
- Nessus
- Okta
- Sentinel One
- Sophos
- Symantec SEP
- Trend Micro
- ZScaler
System Maintenance
- Cisco Meraki
- HCL BigFix
- iOS Airwatch
- JAMF
- Microsoft inTune
- Microsoft Remote Help
- Microsoft Company Portal
- SCCM
- Symantec Ghost
- WDS
Timeline
Technical Services Analyst
Oxford Industries Inc.
08.2023 - Current
Technical Services Analyst
Lilly Pulitzer Inc.
02.2018 - 08.2023
Account Admin, Service Desk
Endo Pharmaceuticals
10.2015 - 02.2018
Configuration Technician, Desktop Support
Futura Mobility
07.2015 - 09.2015
Desktop Support; Help Desk
Highpoint Solutions LLC
01.2013 - 07.2015
Service Desk Analyst
Bimbo Bakeries USA
06.2010 - 01.2013
Service Desk Analyst
Iron Mountain
12.2008 - 05.2010
Service Desk Analyst; Quality Assurance Software Tester
NSTL Inc.
10.2005 - 11.2008
IT Technician/IT Field Technician
Keystone Volvo
02.2005 - 09.2005
Vocational Diploma - Network Security
Chubb Institute
High School Diploma -
North Penn High School