James M. Moore
14313 SE 141st Street

Renton, WA 98059-5552

Home: 425-254-8746

Cell: 425-466-7841

Email: jmoore332@comcast.net

 

Objectives:

 

Seeking employment with a company where I can provide "best-in-class" service and support to my customers and fellow coworkers, while furthering my technical and professional knowledge and experience.  I wish to be the one you can count on to get the job done!

 

Experience:

 

End User Support Technician – API/Crescent Solutions Contractor for Verizon Wireless – August 2005 through present

 

·          Perform troubleshooting to resolve hardware, software, peripheral, printer, network and remote connectivity issues.

·          Provided both local and remote technical support

·          Install software, configure and support Windows 2000 Professional and a variety of applications including Microsoft Office 2000 and 2003

·          Install, repair and upgrade laptop and desktop PC hardware

·          Document customer issue history and resolution using Remedy Helpdesk ticketing system

·          Use Norton Ghost software to image computers and deploy new PC’s

·          Move IT equipment and restore customer’s functionality in new location

 

 

Field Operations Desktop Analyst – EDS/Tek Systems Contractor for AT&T Wireless Services (now Cingular Wireless) – January 2004 through June 2005

 

·          Provided on site, SMS remote and telephone support for internal business customers

·          Installed software, configured and repaired laptop and desktop PC’s for customers

·          Performed troubleshooting to resolve hardware, software, peripheral, printer, network and VPN connectivity issues locally and remotely over the phone

·          Supported WinXP, Win2K, WinNT and Win9x operating systems and all the applications of the Microsoft Office Suite 2000, XP and 2003

·          Documented customer issue history and resolution using Remedy Helpdesk ticketing system

·          Responsible for moving IT equipment and restoring customer’s functionality in the new location

·          Used Power Quest software for imaging computers, migrated user data, tracked IT assets, disposed of expired assets and deployed new PC’s

·          Researched issues not resolved through normal troubleshooting procedures

·          Provided user training

·          Provided support for a variety of hand-held PDA devices

·          Provided emergency response support for virus outbreaks in the environment

·          Assisted with projects and performed a variety of IT duties on an as-needed basis

 

IT Field Operations Analyst – Tek Systems, Bellevue, Washington

Contractor for Cingular Wireless – October 2003 through December 2003

 

·          Provided full spectrum of technical support for internal customers both in-office and in the field

·          Used Norton Ghost software for imaging computers, tracked IT assets, and deployed new PC’s

·          Interacted with vendors for PC warranty repairs and parts replacement

·          Provided complete telecom support at local Bellevue office

·          Assisted with server data backup

·          Assisted with retail store build-outs including installing POS stations, printers, routers and wiring fractional T1-circuits

·          Performed a variety of IT duties on an as-needed basis

 

Field Service Support Technician – Tek Systems, Bellevue, Washington

Contractor for AT&T Wireless – February 2003 through August 2003 and September 2002 through November 2002

 

·          Provided a full range of technical support for internal customers and performed a wide variety of IT duties on an as-needed basis.

·          Worked with a variety of platforms including Windows XP, Windows 2000, Windows NT and Windows 9x

·          Managed and prioritized trouble tickets, documented progress and resolution using Remedy Help Desk software

·          Installed firmware updates and configured software for hand-held devices such as iPAQ, Palm and Blackberry.

Network/Systems Specialist – AT&T Fixed Wireless, Redmond, Washington

November 2000 to May 2002

 

·          Installed, configured, repaired and diagnosed networked PC desktops and laptops in a fast-paced, customer-service oriented environment

·          Worked to resolve hardware, software, peripheral, printer, dial-up connectivity, VPN and network issues locally and over the phone

·          Responsible for moving customer’s IT equipment and restoring connectivity in the new location

·          Migrated and archived user data, tracked IT assets

·          Developed and deployed batch scripts to assist in migrating and archiving data

·          Assisted Asset Tracking team to improve the process of tracking all IT equipment

·          Developed and deployed desktop/laptop images using Ghost

·          Collaborated with supervisors and managers to coordinate various projects.  Provided input and feedback to improve processes, save time and money

·          Worked with vendors for laptop and desktop warranty repairs/parts replacement

·          Researched issues not resolved through normal troubleshooting procedures

·          Provided training to users and help desk analysts in order to reduce recurring issues and therefore saved the company money and reduced downtime

·          Coordinated computer shipment projects to remote locations by collecting requested equipment, imaging and configuring PCs for shipment

·          Team lead for field technicians in one of our regional locations

·          Voluntarily maintained a detailed record of each client’s equipment and their history of technical issues in a personal database

·          Documented customer issue history and resolution using GWI Software ticketing system implemented through Lotus Notes

·          Selected as part of the IT team to support the final closing of the AT&T Fixed Wireless business division which required collection of users’ computer equipment, archiving the data to our backup servers, collecting licensed software, assisted with processing transferring and exiting employees, and entered pc equipment data into our asset tracking database

 

PC Technician Contractor – Tek Systems, Bellevue, Washington

Several different sites in October 2000 and November 2000

 

·          Backed up data on old workstations, wiped local hard drives, removed old equipment and set aside for later disposal

·          Documented IT asset tag numbers for inventory tracking purposes

·          Installed and configured new PCs for Windows NT and Windows 2000 workstations

·          Restored users’ data to the new workstations

 

Technician Volunteer - County of Sacramento, Systems and Data Processing, Distributive Processing Support Bureau - September 1996 to June 1997

 

·          Configured and installed new PC workstations for use throughout the county network

·          Installed operating systems and software

·          Performed troubleshooting and repaired PC problems such as hardware, software and printer problems, network and dial-up connectivity issues for employees of various County departments

·          Worked extensively in DOS, Windows 3.1, and Windows 95 environments. Learned a wide array of applications and also performed some simple programming tasks.

·          Configured Novell workstations for Token Ring and Ethernet environments, in a variety of business settings.

Fire Operations Worker, Level II - County of Sacramento, Department of Airports

April 1991 to June 2000

·          Responded to emergencies including medical-aid calls, fire alarms and aircraft incidents

·          Trained new hires in areas of refueling, fire-fighting apparatus, and airport operations

·          Refueled all types of commercial and private aircraft

·          Provided retail sales and customer service to pilots and aircraft owners

·          Performed security checks

·          Assisted with fuel sales accounting and quality control

·          Resolved some computer and network related issues when IT personnel were not available making it possible to complete time critical tasks.

·          Responsible for operational readiness of fleet of trucks

 

Self-Employed PC Technician – Sacramento, CA – 1996 to 2000

 

·          Field service technician

·          Built new PCs for customers

·          Upgraded old PCs for customers

·          Performed troubleshooting and repair for customers

 

 

Skills/Interests:

·          Experienced and familiar with WinXP, Win2K, WinNT, Win9x, Win3x, and DOS

·          Experienced and proficient with all PC hardware replacement, installation and configuration

·          Experienced and familiar with typical Ethernet Networks, TCP/IP, DHCP, IP addressing, hubs, switches, cabling and wireless 802.11a/b/g networking

·          Experienced with and proficient at resolving remote access and dial-up connectivity issues

·          Experienced and familiar with applications in MS Office Suite

·          Experienced and familiar with Novell workstations, servers, their configuration and protocols.

·          Experienced and familiar with developing, testing and implementing batch scripts

·          Experienced with HTML and designing web pages

·          Becoming familiar with Windows 2003 Servers and Active Directory

·          I have a home network using a Novell File Server, a Windows 2000 backup Server, another Windows 2000 Server hosting my web site, a Windows XP Professional workstation, a wireless access point and a laptop.  All are connected to the Internet through a high-speed switch and a router.

·          Limited experience with various flavors of UNIX

·          Limited experience with Visual Basic and C++ programming

 

Education:

·          Associate of Applied Science Degree, Electronics Technology – April 1996
Heald Institute of Technology, Sacramento, CA

·          A-Plus Certified PC Technician – July 1998

·          Netware 4.11 Certified Netware Administrator – November 1998

·          Completed courses for Exam 70-210 (Windows 2000 Professional) and Exam 70-215 (Windows 2000 Server) in 2001.

 

Acknowledgements:

·          Top Ten Employee of the Month Award – Sacramento County – September 1992

·          Sick Leave/Wellness Incentive Certificate – Earned at least six paid days off for maintaining an excellent attendance record at Sacramento County – June 1995 through December 1999

·          Dean’s List for Academic Achievement - Heald Institute of Technology, Sacramento, CA – April 1996

·          Perfect Attendance Award - Heald Institute of Technology, Sacramento, CA – April 1996

 

 

References:

·          References available upon request



Click here to download a copy of my resume in Microsoft Word format.

Back to the IT Professional page