Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lavend James

Las Vegas,NV

Summary

Enrolled in a one-year career development institute, through which students could earn a six-month corporate or government internship and college credit following six months of rigorous technical and professional training. Mastered coursework in desktop support, IT helpdesk, computer networking, business writing, professional skills, personal finance, and customer service. Earned Cisco IT Essentials certificate via Year Up, a Cisco Networking Academy; coursework included advanced networking, repair, and troubleshooting skills, as well as critical thinking skills.

Overview

5
5
years of professional experience

Work History

System Support Analyst

MPMaterials
Las Vegas, NV
09.2023 - Current
  • Managed and administered the Microsoft Azure cloud environment, including provisioning, configuration, performance monitoring, policy governance, and security.
  • Determined the best solutions based on the issues and details provided by clients.
  • Offered technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.
  • Managed security and access controls of cloud-based solutions via Azure.
  • Deployed task sequences for OS deployments, reviewed procedures of day-to-day operations, and implemented new procedures to improve efficiency while adhering to best practices via SCCM.
  • Tickets raised through the Help Desk are managed promptly using the ticketing system, Jira.
  • Used SplashTop to remotely troubleshoot user issues. Identified and resolved problems in real time, providing fast and efficient support from anywhere.

Remote Support Technician

Credit One Bank
Las Vegas, NV
05.2022 - 01.2023
  • Managed Help Desk tickets in a timely manner via a ticketing system called ServiceNow.
  • Served as the first point of contact for customers seeking technical assistance over the phone or email.
  • Walked clients through the problem-solving processes.
  • Facilitated onboarding and offboarding of users via Active Directory management tools.
  • Directed unresolved issues to the next level of support personnel after notes have been taken and proper troubleshooting has been done.
  • Performed Active Directory Services to include cleanup, routine maintenance, and configuration.
  • Assisted clients with troubleshooting home network issues and VPN setups.
  • Administered company-wide Active Directory servers for an organization of 15,000 employees globally.

LAN Administrator II

Johns Hopkins Hospital/University
Baltimore, MD
12.2019 - 05.2021
  • Provided network support to client computers running the Mac OS, Windows, and the Linux operating systems.
  • Maintained network connectivity for over 300 client computers.
  • Assured that uninterrupted access was maintained to corporate domain resources, such as Email, SharePoint, corporate databases, and the Internet.
  • Maintained laptops, desktops, mobile devices, and associated peripherals.
    Installed, set up, and configured new computers and mobile devices.
    Troubleshot network connectivity issues, resolved complex Wi-Fi, router, and bandwidth problems as required.
  • Performed software upgrades, applied patches, and service packs to assure that all client computers and servers were running the latest releases offered by the vendor.
  • Monitored and maintained security policies to ensure that sensitive network resources were only accessible to authorized users.
  • Managed backup and recovery procedures for network users.
  • Performed full and incremental backups of network shared folders. Restored inadvertently deleted and corrupt files upon request as needed.
  • Created new network user accounts, and maintained existing accounts.
  • Granted and revoked network permissions and privileges as required.
  • Tested newly released products to minimize user impact, ensure compatibility, and conform to the network requirements and guidelines as set by the Johns Hopkins Computing Standards Guidelines.
  • Prepared and maintained technical documentation detailing network maintenance procedures, change management matrices, and network diagrams.

Education

Some College (No Degree) - Information Technology

Northern Virginia Community College
Annandale, VA

Skills

  • OPERATING SYSTEMS: Windows 23H2, Windows 10/11, Windows 8/81, MS Windows Server, iOS 1731
  • SOFTWARE APPLICATIONS: Azure, Microsoft 365 Admin Center, Active Directory, Microsoft Authenticator, Mac OS and iOS platforms, MS Office 365 Cloud (Access, Excel, PowerPoint, Word, Outlook); Norton Ghost; ticket management systems (HP ServiceNow, Jira), CloneZilla, Lightspeed (Point of Sale System), Microsoft System Center Configuration Manager, Bomgar, TeamViewer (Remote Desktop tools), Mac Terminal
  • HARDWARE: Apple desktops and laptops; Apple iPads and Apple Watches; HP desktops and laptops; Dell desktops and laptops; Lenovo ThinkPad laptops; printers and scanners; general computer builds and repairs; hardware installations and swaps; general networking experience (router troubleshooting, troubleshooting connections)
  • OTHERS: clerical skills; data entry; customer service support (both on the phone and in person); leadership experience; held sensitive security clearance
  • CERTIFICATIONS: HP Certified, and Dell Certified

Timeline

System Support Analyst

MPMaterials
09.2023 - Current

Remote Support Technician

Credit One Bank
05.2022 - 01.2023

LAN Administrator II

Johns Hopkins Hospital/University
12.2019 - 05.2021

Some College (No Degree) - Information Technology

Northern Virginia Community College

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