James Deverter
North Fort Myers,FL
Summary
Passionate IT System Administrator with 3 years of experience designing, implementing, and managing IT infrastructure and 12 years of experience with technical support and customer service, primarily in call centers. Recently served as an admin for 7 small to medium-sized companies with employee counts ranging from 50 to 1200, managing their IT infrastructure. Extensive experience with software, hardware, network, and peripheral troubleshooting and ServiceNow helpdesk portal, doing levels 1 through 4 as the primary handler, and point of escalation. I have managed multiple Intune tenants with a device count of 2000+ and was previously an ‘SME’ assisting in the ongoing Microsoft migrations of acquisitions, of which I completed 5 of 5.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Desktop Support Analyst
CBIZ Network Solutions
01.2023 - Current
- Helpdesk analyst supporting over 20,000 physical branch locations remotely as well as the home offices in Tempe and St. Louis.
- Calls ranging from basic Windows PC troubleshooting to more complex issues involving printer configurations and Intune MDM support.
- Routinely handle roughly 25-40 tickets a day and 500+ a month.
- Achieved an average of 97% positive customer survey responses.
- Nominated for 'Associate of the Month' twice in the first year of employment.
IT Administrator
Best Home Services
01.2020 - 01.2023
- Administrator in charge of procurement, storage, deployment and maintenance of all technology assets for 4 companies totaling over $100 million in sales annually.
- Handled Microsoft user account creation, access control, mobile device setup and management for all new hires.
- Responsible for maintaining and auditing internal asset databases using AssetTiger, account creation and management for ServiceTitan, configuring and updating desktop workstations, printers, scanners, docking stations and phones including setup of Nextiva phone systems.
- Performed hardware and software troubleshooting both remote and onsite for offices in Naples, Fort Myers, Sarasota, Tampa and Orlando.
- Assisted parent company Apex Service Partners on several Microsoft migrations in multiple states.
Customer Service Representative
Best Home Services
01.2019 - 01.2020
- Tasked with scheduling jobs via incoming call and internet leads for plumbing, AC, and electrical services in Fort Myers, Naples, Sarasota, Tampa and Orlando.
- Averaged a 3 minute call time and 97% booking rate.
- Promoted to senior CSR in charge of night shift.
- Assisted with quality control, data analysis and various projects for the Customer Experience department as well including social media and search engine optimization.
Technical Support Supervisor
V-Tec
01.2016 - 01.2018
- Promoted within six months to a supervisory position on the call floor.
- Trained several classes of incoming employees on company policy and procedure as well as computer software maintenance.
- Responsible for monitoring the technical agents to ensure efficient and excellent customer service.
- On average over 100 calls and 60+ remote sessions per shift.
- Successfully worked with management to create a commission rate for techs that were able to sell software while performing routine troubleshooting.
Technical Support Agent
V-Tec
01.2015 - 01.2016
- Tasked with receiving and monitoring inbound support calls to resolve all customer concerns, both personal and technical, through customer service and remote access.
- Top sales performer in a non-sales technical position
- National accounts with QVC and Home Shopping Network.
- Averaged 40 calls a day and roughly 5-9 remote sessions at once doing routing maintenance for client customers.
- Documented extensively all steps taken and potentially needed.
Technical Support Agent
Alorica Inc.
01.2010 - 01.2014
- Receiving customer support phone calls for Costco’s Concierge Service.
- Documenting information and creating a file for callers in the database.
- Practicing courteous phone etiquette and de-escalation when faced with unruly or rude customers.
- Performing research with all available resources to determine the best course of action for resolving the customer's issue while extensively documenting all steps taken for legal purposes.
- Maintaining a clean and organized work station.
- Attending training on a variety of old and new computer products and how to resolve common issues with them.
Education
Associates Degree - Information Systems Technology
Florida Southwestern State College
Fort Myers, FL01-2026
Diploma -
Cape Coral High School
Cape Coral, FL05.2007
Skills
- Microsoft 365 Administration & Support
- Smartsheet
- Microsoft Endpoint Manager
- Azure Portal Active Directory
- Microsoft MDM Tenant Migration
- Apple ABM
- Remote Desktop
- User Administration
- Access Control
- Ticket Lifecycle
- Contact Server Management
Certification
- CompTIA+
- Microsoft 365 Administrator
Timeline
Desktop Support Analyst
CBIZ Network Solutions
01.2023 - Current
IT Administrator
Best Home Services
01.2020 - 01.2023
Customer Service Representative
Best Home Services
01.2019 - 01.2020
Technical Support Supervisor
V-Tec
01.2016 - 01.2018
Technical Support Agent
V-Tec
01.2015 - 01.2016
Technical Support Agent
Alorica Inc.
01.2010 - 01.2014
Associates Degree - Information Systems Technology
Florida Southwestern State College
Diploma -
Cape Coral High School
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