James Howard
Hattiesburg
Summary
Proficient System Administrator with 7 years of experience supporting thousands of customers over 3 large enterprises. Proven efficiency with an ability to quickly learn and navigate any computer software program.
Overview
7
7
years of professional experience
Work History
Service Desk Analyst
Cayuse Commercial
01.2024 - Current
- Answered phone calls to assist with users
- Provided technical support to users
- Documented users issues and solutions using the ServiceNow ticketing system
- Assisted co-workers with technical questions and collaborated to reach an effective solution
- Created PowerShell scripts to increase efficiency and streamline the workflow
- Created several knowledge documents to assist coworkers with troubleshooting
- Managed the creation and modification of multiple M365 Objects, such as mailboxes and distribution lists
- Managed users accounts and made modifications when either requested or necessary
Virtual Service Technician
ADT Solar
03.2022 - 12.2023
- Brought forth excellent customer service skills and a commitment to customer satisfaction
- Used my excellent troubleshooting skills to resolve cases efficiently
- Worked diligently to solve high priority cases in a timely manner
- Used Salesforce to manage opportunities, projects and cases
- Operated within a team to come to solutions regarding more technical cases
- Built a strong working knowledge of the company procedures and protocols
- Provided customers with quality assistance through phone calls, emails, and internet chats
System Administrator Lead
SalientCRGT/GovCIO
03.2020 - 02.2022
- Communicated effectively with colleagues and superiors
- Developed multiple notification systems to streamline efficiency
- Assisted in multiple Enterprise projects, including migrating mailboxes to M365 and migrating GFE Macbooks to a new management system
- Managed multiple ServiceNow Queues
- Created incentive programs to increase workplace productivity within my team
- Developed a training program to train new hires on more advanced support methods
- Created and maintained a vast Knowledge Base which was used by the entire Service Desk
- Fielded more advanced questions from my team and provided answers along with additional troubleshooting steps
System Administrator
SalientCRGT
05.2018 - 03.2020
- Brought forth a self-motivated attitude
- Answered phone calls and assisted customers with software/hardware issues
- Managed users access to shared mailboxes, Distribution List, and Security Groups
- Created Powershell scripts to be used by Tier 2 agents to better assist users
- Worked user submitted tickets that deal with specific software issues
- Assisted Tier 1 agents with any technical questions they had while dealing with users
Service Desk Agent
PSCI
07.2017 - 05.2018
- Answering phone calls to assist users
- Providing technical support for users
- Recording and work Service Desk tickets
- Solving technical issues involving hardware/software
- Working individual ticket queues as well as the primary Service Desk queue
- Assisting other SD agents with technical questions
Education
Associates of Applied Science - Computer Networking
Pearl River Community College
05.2017
High School Diploma - undefined
Poplarville High Schoole
05.2014
Skills
- Windows
- Fast Learner
- Salesforce
- Microsoft Office Suite
- Technical Support
Timeline
Service Desk Analyst
Cayuse Commercial
01.2024 - Current
Virtual Service Technician
ADT Solar
03.2022 - 12.2023
System Administrator Lead
SalientCRGT/GovCIO
03.2020 - 02.2022
System Administrator
SalientCRGT
05.2018 - 03.2020
Service Desk Agent
PSCI
07.2017 - 05.2018
High School Diploma - undefined
Poplarville High Schoole
Associates of Applied Science - Computer Networking
Pearl River Community College
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