James Miller
Anchorage,AK
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
IT Operations Manager
Anchorage School District
02.2023 - Current
- Lead strategic IT solutions implementation and technical operations management for a large school district
- Manage a team of 16 staff across Networking, Systems, IT Communications, and Hardware Repair departments
- Drive process improvement and project management initiatives
- Collaborate with key stakeholders to ensure alignment with institutional goals.
- Successfully transitioned District Network core firewalls and a multi-year network gear upgrade from Cisco Firepower with ISE Authentication to Fortinet Fortigate and FortiAuth.
Lead Service Desk Technician Tier III
Anchorage School District
07.2021 - 02.2023
- Supervised a team of 4 Service Desk staff, providing support to 6,500 staff members and 48,000 students
- Ensured smooth day-to-day operations of IT support services
- Acted as an escalation point for complex technical issues.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Established new protocols and procedures for up to date documentation in our Confluence knowledgebase.
- Maintained access for all district employees and vendors using Active Directory and initiated using PandaDocs for digital documentation.
- Improved Service Desk efficiency by 283.33% using new training and procedures for Service Desk from year 2021 to year 2022.
Service Desk Technician Tier II
Anchorage School District
11.2020 - 07.2021
- Provided Tier II IT support to internal personnel, resolving technical issues promptly
- Installed and configured software and hardware, ensuring adherence to technical standards
- Maintained high levels of customer satisfaction through exemplary service delivery.
Field Services Technician Tier II / Tier I
Anchorage School District
12.2018 - 11.2020
- Provided Tier I and II IT support through desk side services
- Delivered exceptional customer service and technical support to staff and students
- Acted as an escalation point for Tier 1 technicians, ensuring timely resolution of issues.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
IT Support Specialist
TJM Tech Services
02.2016 - Current
- Provided training and support for various applications and hardware in Microsoft Windows/Mac OS/Linux environments
- Conducted maintenance and support of personal computers and peripheral equipment
- Maintained customer expectations through regular reporting and status updates.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Delivered onsite technical support for clients.
Education
Master of Science - Information Technology
Western Governors University
Salt Lake City, UT05.2027
Bachelor of Science - Information Technology
Western Governor's University
Salt Lake City, UT05.2026
Skills
- Customer Service
- Systems Analysis and Troubleshooting
- Excellent Communication
- Service Desk Operations
- Analytical and Diagnostic Skills
- Problem-Solving
- Teamwork and Collaboration
- Friendly, Positive Attitude
- Project Management
- Critical Thinking
- Procurement
- Vendor Relations
Timeline
IT Operations Manager
Anchorage School District
02.2023 - Current
Lead Service Desk Technician Tier III
Anchorage School District
07.2021 - 02.2023
Service Desk Technician Tier II
Anchorage School District
11.2020 - 07.2021
Field Services Technician Tier II / Tier I
Anchorage School District
12.2018 - 11.2020
IT Support Specialist
TJM Tech Services
02.2016 - Current
Master of Science - Information Technology
Western Governors University
Bachelor of Science - Information Technology
Western Governor's University