Harry D James hdjames@hdjames.com hdjames.com
A dedicated technology cognoscente; devoted to learning and using effectively all things tech; looking to obtain a challenging position that will allow for use of my existing skills while allowing me to add to my skillset.
Interests
- Network Configuration
- Network Security
- Ubuntu
- JavaScript
- Cisco IOS
Skills
- Web Design with HTML & CSS
- Computer Harware Repair
Education
- Comptia A+
- Comptia Network+
- Comptia Security+
- Jamf Certified Casper Technician
- Jamf Certified Casper Administrator
Experience
- 2/18-Present Cengage Helpdesk Team Lead Boston
- 4/15-2/18 Cengage Helpdesk Analyst 2
- 7/99-4/15 Cengage Helpdesk Analyst
- 11/99-5/00 Zoom Telephonics Senior Support Representative
- 10/98-11/99 Zoom Telephonics ACD Support Representative
Monitor incoming call queue
Assign open tickets to available technicians based on skill level
Assist team with technical issues beyond the scope of their ability
Follow up on ticket resolution to ensure customer satifaction
Monitor network backup routine and offsite tape rotation
Respond to and resolve Senior Executive technical issues with urgency
Connect and work network department technical groups to resolve network issues affecting Boston location
Monitor call queue for newly assigned incidents
Resolved incidents without breach of the customer SLA
Provide resolution or replacemnt for company issued PC, Mac, and Mobile devices
Assist users with software installation and troubleshooting as needed
Return high priority calls unresolved on the first attempt
Resolve calls escalated from first level Support
Authorize defective equipment returns and repairs
Draft documentation to assist users and technicians with issues pertaining to new firmware upgrades.
Answer and resolve phone calls from incoming phone support queue
Assist users with installation, configuration, and usage issues with Zoom Telephonics products
Extracurriculars