Jim Biltz
Garland
Summary
To obtain a challenging position that offers the opportunity to maintain and expand my expertise of IT Networking, Engineering/Operations Analyst as well as improve my office, computer, and customer service skills and has an opportunity for advancement
Overview
14
14
years of professional experience
Work History
Technology Support Specialist
Southwest Airlines
04.2021 - Current
- Conduct needs analysis to create quality solutions.
- Ensure solutions are aligned with stated requirements and comply with departmental standards.
- Acted as a resource to facilitate effective communication with customers and employees.
Service Desk Analyst
Associa (CSSC)
09.2016 - 08.2019
- Received calls and inquiries, provided support per established processes, and documented incidents and resolutions.
- Responded to SPAM and reported security events to maintain system integrity.
- Monitored and filtered SPAM messages to enhance email security.
- Escalated complex incidents to second-level support to ensure timely resolution.
Operations Analyst
Heartland Payment Systems
07.2013 - 08.2016
- Analyze transaction failures through multi-platform system and assist in mitigating future failures.
- Managed incidents to ensure timely resolution.
- Monitored infrastructure, including network of circuits, routers, and switches, to ensure reliable access to Heartland applications and internal network for customers.
- Monitored data centers, servers, storage devices, and applications to ensure optimal performance and availability.
- Documented and managed calls in ticketing software, streamlining problem resolution process.
- Alerted business teams regarding possible high-priority incidents.
- Contributed to the rapid resolution of incidents by calling for assistance from operations staff members and support organizations, and escalated issues with support organizations and internal personnel.
- Monitoring data centers, servers, storage devices, and applications.
- Monitored financial file transfers throughout the day.
Associate Technician II, Network Operations Center
T-Mobile
06.2012 - 07.2013
- Served as a Technician II, assisting in network operations within the Data Delivery & Support Group.
- Executed LTE 4G tests to verify network performance and security.
- RFC tested and activated cell sites, documenting procedures to streamline the process.
- Troubleshot problems with devices, connections, VLANs, router ports, vendors or other service or non-service impacting situations with using remote access to the servers.
- Responded to calls in call center environment, collaborating with vendors to resolve password changes and network issues, updating ticket information for T-Mobile's over 30,000 cell sites.
- Utilized various software programs, including Homer Ticket System, Citrix, and Microsoft Office Suite, to enhance workflow efficiency.
- Executed a Lantronix PCMCIA Dual Bank upgrade and meticulously documented the process for forensic analysis.
Education
AAS - Computer Information Systems and Cyber Security
Collin College
Plano, TXAAS - Criminal Justice
Grayson County Community College
Denison, TexasSkills
- IT Service Management
- Incident Tracking
- Support Ticketing
- Active Directory
- Exchange server
- SCCM
- Performance Monitoring
- Logic Monitor
- Solarwinds
- Opsview
- WebMetrics Dashboard
- Splunk
- LAN/WAN Protocols
- TCP/IP
- OSI
- Putty
- Abinitino
- Reflections
- IBM Sterling Control Center
- ISDN
- Microsoft Office
- SCCM
Military Experience
United States Marine Corps, 1998-2002, Good Conduct Medal, 2002, National Defense Medal, 2002
Timeline
Technology Support Specialist
Southwest Airlines
04.2021 - Current
Service Desk Analyst
Associa (CSSC)
09.2016 - 08.2019
Operations Analyst
Heartland Payment Systems
07.2013 - 08.2016
Associate Technician II, Network Operations Center
T-Mobile
06.2012 - 07.2013
AAS - Computer Information Systems and Cyber Security
Collin College
AAS - Criminal Justice
Grayson County Community College