Summary
Overview
Work History
Education
Skills
Timeline
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Keith James

Collingswood,NJ

Summary

Results-driven professional with a proven track record in technical support, customer assistance, and process management. Adept at resolving technical issues and optimizing user experience through effective troubleshooting and guidance. Focused on team collaboration, friendliness, adaptability, and achieving high standards of performance.

Overview

9
9
years of professional experience

Work History

User Support Specialist IV

Rutgers University - Camden
05.2023 - Current
  • Liaised with multiple IT teams to ensure efficient workflows over the course of various projects.
  • Managed the IT onboard and offboard processes for all incoming and outgoing employees of Rutgers-Camden.
  • Worked closely with new hires and their respective hiring managers to ensure that all necessary equipment and phone lines were properly configured in time for scheduled start dates.
  • Thoroughly monitored inventory levels of Windows devices, Apple devices, and office peripherals, ensuring that enough stock was available; if this was found to not be the case, new equipment was promptly ordered.
  • Diligently managed the internal Rutgers-Camden IT inventory file, which consisted of hundreds of devices.
  • Utilized KACE, Workspace ONE, and AllSight to further supplement any necessary inventory tracking.
  • Provided technical support for software applications, enhancing user experience and resolving issues efficiently.
  • Collaborated with IT teams to troubleshoot hardware and software problems, ensuring minimal downtime for users.
  • Created and maintained documentation for user support processes, improving knowledge sharing within the team.
  • Served as an escalation point for complex technical cases requiring advanced troubleshooting skills or specialized knowledge, such as anything pertaining to the Rutgers-Camden procurement system.
  • Deployed office kits to Rutgers-Camden faculty and staff, which consisted of a laptop, docking station, two monitors, mouse, and keyboard.
  • Contributed to a positive work environment by consistently demonstrating professionalism, empathy, and adaptability when dealing with users from diverse backgrounds.
  • Configured hardware, devices, and software to set up work stations for new Rutgers-Camden employees.
  • Managed the IT surplus processes, which involved receiving and organizing old equipment, creating a list of items for disposal, and then scheduling pickups with the Material Services group.
  • Coordinated IT equipment pickups for faculty and staff members, along with workspace relocations that at times involved multiple individuals at once.
  • Scheduled one-on-one meetings with faculty and staff members to swap out their older Windows or Apple devices for more modern equivalents, requiring a solid understanding of both operating systems to get the new equipment up and running to varying specifications depending on the requester's needs.
  • Reset Windows Autopilot machines through both the BIOS and operating system, as well as Apple devices via the use of DFU restore.
  • Served as a reliable individual to provide counsel for machine specifications that were needed for various tasks.
  • Communicated with numerous company representatives to secure quotes for IT equipment ranging from laptops, desktops, and office peripherals.
  • Learned how to use the Rutgers-Camden procurement system to a high level under a time crunch with no prior experience.
  • Placed requisitions for IT equipment, including purchases made out of internal necessity, and to service outside requesters.

Desktop Technician

Camden County College
07.2021 - 05.2023
  • Provided IT support to Camden County College's three campuses in Blackwood, Cherry Hill, and Camden.
  • Operated under high-stress situations in order to bring classrooms to full functionality prior to the beginning of the semester.
  • Replaced faulty computer parts as needed via troubleshooting in order to locate the problematic component.
  • Assisted staff with getting VPN access for the purposes of working remotely during the ongoing pandemic.
  • Assisted students and staff with connecting to both wired and wireless networks whenever issues arose.
  • Collected concise information relating to network issues and escalated that information to network administrators.
  • Managed software scopes remotely and pushed them to classrooms based on a list of what was required for scheduled classes.
  • Reimaged desktop computers and laptops for the purposes of correcting issues or simply updating them to Windows 10.
  • Carried out computer moves and replacements for staff members while logging all relevant equipment for inventory purposes.
  • Managed the college's Windows environments through use of the Microsoft Deployment Toolkit (MDT).
  • Engaged in the troubleshooting of imaging issues related to the MDT deployment share.
  • Devised software switches for the silent deployment of various classroom applications.
  • Deployed laptop kits that included two monitors, a docking station, mouse, and keyboard to staff members that required remote access from their home locations.
  • Cooperated with the desktop team to tackle high priority assignments as they came up.
  • Physically installed software packages as needed, such as Visual Studio 2017 and 2019, the Microsoft Office suite, Adobe Creative Cloud, Insight, and Symantec.
  • Managed the Deep Freeze console, in which over two-thousand computers were logged and frozen for classroom and staff purposes.
  • Responded to tickets in a timely fashion and communicated with the requester to ensure they were satisfied with the service.
  • Performed classroom checks on a regular basis to ensure everything was functional.
  • Utilized the Goverlan Management Console to help troubleshoot computer issues and remotely manage them.
  • Managed print queues and connected classroom and staff computers to them.

IT Technician

Ozitus International, Camden County Police Department
01.2020 - 03.2020
  • Provided IT support to the Camden County Police Department.
  • Assisted in deploying new modems and up-to-date MDT laptops into patrol vehicles to strengthen the department's fleet infrastructure.
  • Assisted in deploying new cameras that were then connected to the department's WiseNet system.
  • Assisted in deploying new radio and camera equipment within City Hall and in various locations around the city of Camden.
  • Ran Ethernet cable throughout the building to create new wired connections as needed.
  • Assisted in troubleshooting license-plate-reading cameras around the city of Camden.
  • Assembled NEMA boxes to be utilized for outside camera deployment.
  • Reconfigured machine IP addresses.
  • Installed televisions and ran HDMI cables to ensure the department's TRAC room operated to full functionality.
  • Upgraded machines with solid state drives and new graphics cards.
  • Re-imaged desktop computers and laptops to bring any outdated machines up to Windows 10.

Help Desk Assistant

Rutgers University - Camden
01.2017 - 01.2018
  • Provided IT support to the Rutgers-Camden campus.
  • Answered IT-related phone calls and assisted with any issues that were reported.
  • Replaced any defective cameras around the campus.
  • Installed new phones and moved existing phone lines to new extensions as requested.
  • Assisted students with connecting to the campus wireless networks.
  • Frequently inspected classroom electronics for appropriate functionality.
  • Installed new versions of Windows on outdated machines.
  • Worked with campus police to troubleshoot the campus-wide emergency phones.
  • Ran Ethernet wiring through ceilings to allow for new connections that were requested.
  • Assisted with setting up new printers for campus employees.
  • Installed new televisions and speaker systems.

Education

Bachelor's Degree - Computer Science

Rutgers University - Camden
Camden, NJ
05.2018

Skills

  • Highly skilled at managing Windows machines
  • Skilled at managing Mac machines
  • Knowledge of how to utilize the Microsoft Deployment Toolkit in order to manage university-level Windows environments
  • Experience with KACE, Workspace ONE, and AllSight
  • Experience managing a home Windows server, including the use of VMware to test images before deployment
  • High degree of competency when working with computer hardware and software
  • Quick learner
  • Excellent problem-solving abilities
  • Detail-oriented when it comes to root-cause analysis
  • Advanced working knowledge of software, hardware, and operating system support
  • Excellent written and verbal communication skills
  • Able to fit well into any team, and quick to change priorities based on shifting levels of urgency
  • Experience with the MS Office Suite, Canvas, and various web browsers
  • Self-starter with a focus on providing high-level customer service

Timeline

User Support Specialist IV

Rutgers University - Camden
05.2023 - Current

Desktop Technician

Camden County College
07.2021 - 05.2023

IT Technician

Ozitus International, Camden County Police Department
01.2020 - 03.2020

Help Desk Assistant

Rutgers University - Camden
01.2017 - 01.2018

Bachelor's Degree - Computer Science

Rutgers University - Camden

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