James Rowland III

151 South St. Apt A

Springfield Vt. 05156

215-939-0958

drjay2011@gmail.com

PERSONAL SUMMARY

A highly competent and enthusiastic Senior Level Support Technician accepted a role as JR. SYSTEMS ENGINEER working on the VA-CRISP contract seeking to move forward as support tech for the VA. With experience of providing end user and practical assistance to system users via the IT service desk telephone system and remote support software tools. Highly focused with a comprehensive understanding of dealing with final line of support calls and an in depth knowledge of end user processes. Now looking for a suitable position The VAMS in White River Junction VT

 

EXPERIENCE:

SYSTEMS ENGINEER, JR.

January 2016 – Present

INFORMATION SCIENCES CONSULTING, INC. (ISCI) on the VA-CRISP Contract

VA-CRISP - Continuous Readiness in Information Security Program - FY 2014, OIG cited the need of continued improvements by the VA related to role-based and security awareness training, contingency plan testing, data center Web application security, and compliancy with U.S. Government Configuration Baseline Standards. The VA’s implementation of an IT Governance, Risk and Compliance tool and of predictive scanning for the identification of vulnerabilities across field offices is the focus of the assigned role of a CRISP SYSTEMS ENGINEER, JR.

 

Unemployed:

March 2015 – January 2016

 

Senior Level Support Technician

May 2012 – March 2015

Computer/IT Services

Lockheed-Martin at The Army Corps of Engineers | Philadelphia, Pennsylvania

As a dedicated team player to provide Help Desk and telephone support for all matter including PC’s, servers, network, telecommunication, teleconferencing, and proprietary software. These duties included configuration, installations, and troubleshooting software and hardware problems. Provided support for computers, peripherals, and user related questions. Ensuring customer satisfaction driving towards maximized customer service at all times. Adhering to all Help Desk system process and procedures, including ticket entry through the Remedy trouble call system, and generating reports on request. Providing user assistance as needed. Documenting all support work on a timely basis within the guidelines of the Help Desk. Using remote control tools, such as RDP to provide support to remote locations. Completing special projects as assigned. Services include local support activities, as well as enterprise services such as centralized application system hosting, long-haul communications, e-mail support, service desk and information assurance services. Windows 7 Migration of organization as an ongoing project was a team secondary focus. Secondary responsibility as Output Device technician duties included configurations, management and repair. Providing local support to networked output devices. Locally manage and configure output device across the Enterprise. Proactively monitor consumables levels and advise end user supply custodian of supply needs. Oversight and coordination of all break/fix repair activities to include timely dispatch of service provider, customer communication, escalation of issues, and validation of resolution. Also held Secret (SSBI) Clearance for the past 5 years

Senior Level Support Technician - Output Device Technician

March 2010 - May 2012

Computer/IT Services

Insight Global for Lockheed-Martin @ US Army Corp of Engineers | Philadelphia, Pennsylvania

For the US Army Corp of Engineers in Philadelphia Pa. Output Device technician & 2nd Level Support. Subcontracted to Lockheed Martin. A team member of the Support Staff, providing assistance to local and remote users with all aspects of printing, scanning coping and faxing, is my Primary function. Ensuring compliance of firmware, drivers, security compliance, connectivity and printer settings are correct. Second level support for end users PCs is a secondary function. The training of end users is an ongoing and relentless process; this keeps our support desk staff and other team members to perform with our larger team, end users up and functional with completion of day to day task and special projects progressing. Obtained A+ Certification, Currently Conducting Windows 7 Migration of organization. Proceeding position duties listed should also be reviewed as they were a part of my job function.

 

Support Desk Technician

June 2005 - June 2008

BISYS RETIREMENT SERVICES | Dresher, Pennsylvania

Financial Services

As a team member of the Support Staff, Assistance to remote users with remote access, as well as portable and hand held hardware (Blackberry) as well as software. With this said XP upgrades of end users from NT/2000 has been a priority and great concern sense my start as a support team member. This has been completed and updates contentious to move forward. In the past months upgrading users to Lotus Notes R7 version has also taken a priority level in the scope of ongoing upgrades even more so in the past months. Work with the business contingency planning to establish and maintain disaster recovery plans at the desktop PC, printer, fax, database, and network connectivity being my team’s primary focus. Create and administer user access accounts for network access. In the previous calendar years, the preparation of the SAS 70 Audit, conducted a review of all access points for Lotus Notes and Network logon and office access card. Complete review of all new user/termination paperwork for Dresher Pa. This audit was a complete success with model recommendations suggested to other sites to mirror these operations. One of my first assignments was to verify the PC hardware inventory list. Completed a total assessment, and also suggested using barcode scanning as a process improvement. This alternative has been tabled due to budget constraints, but may be revisited in the future. Have experience with working with the Blackberry hardware, and have taken co-ownership on this project. This is for end users questions and troubleshooting of connection issues. Relius 5500 Software installation, problem resolution, and point person for this application. Active interface with the end users in the community to better their computer knowledge and understanding. The training of end users is an ongoing and relentless process this helps the support desk and other team members to complete Day to Day task

 

Member of Help Desk Team

February 2005 - June 2005

ZEROCHAOS, INC | Philadelphia, Pennsylvania

Computer/IT Services

At the Philadelphia Naval Supply Center and The Philadelphia Naval Shipyard, Team Member of helpdesk, supporting 5000+ users on the Navy/Marine Computer Intranet {NMCI} system as a Desktop Manager. Supporting printer, Laptops, Blackberries and other PC and network peripherals. Conducting system reimaging and reconfigurations, installing both hardware & software, platform upgrades from Novell to Active Directory Resolving issues from e-mail transition from GroupWise to Outlook and resolving any connectivity and application issues

 

Member of Help Desk Team

February 2005 - June 2005

ZEROCHAOS, INC | Philadelphia, Pennsylvania

Computer/IT Services

At the Philadelphia Naval Supply Center and The Philadelphia Naval Shipyard, Team Member of helpdesk, supporting 5000+ users on the Navy/Marine Computer Intranet {NMCI} system as a Desktop Manager. Supporting printer, Laptops, Blackberries and other PC and network peripherals. Conducting system reimaging and reconfigurations, installing both hardware & software, platform upgrades from Novell to Active Directory Resolving issues from e-mail transition from GroupWise to Outlook and resolving any connectivity and application issues

 

PC Migration Contractor

March 2004 - December 2004

SABRE SYSTEMS DEFENSE SUPPLY CENTER | Philadelphia, Pennsylvania

Computer/IT Services

Team lead for Migration and Common Access Card Con Contractor for Sabre Systems, Warminster Pa. at the Naval Aviation Supply Center 700 Robbins Ave, Philadelphia Pa. Team lead for Duel projects. 1}3500 user migration from older HP and Compact Pentium II & III platforms using Windows 2000 Professional, to Gateway Pentium 4 With the Operating Systems on Windows XP Professional platform. Backing up users Work & personal files and settings for a seamless migration to Windows XP with compliance to Department of Defense / Defense Logistics Agency's standards. Also prepared old equipment for disposition to DOD standards 2} 5000 user upgrade of CAC{Common Access Card} for E-Mail Digital Signature and E-Mail encryption, installing both hardware & software, semi-training end users and testing each users proper functionality.

 

EDUCATION

Vocational,

May 1998 - January 2001

Computer Learning Center | Territory: Philadelphia, Pennsylvania

Implementing and Administering Windows 2000 Directory Services, Introduction to information Technology, Technical Mathematics, Electronics for microcomputers, Micro Applications, Desktop Systems, Microcomputer Hardware and Peripherals I Microcomputer Hardware and Peripherals II, Customer service & support, Data communications LAN Administration I, LAN Administration II, Business Communications, Graduation Date 05/2001 {G.P.A. 3.75}.

CERTIFICATION

CompTIA A+ CERTIFICATION

September 2010

 Secret (SSBI) Clearance