Candidates About

James R. Hall

EXPERIENCE 

Prime Technical Services, Inc.                                                         Washington DC

DXC Field Service Technician III                                    September 2017 – Present

·         Installs, configures, and upgrades computer hardware and software.

·          Provides end-user software troubleshooting and support.

·         Applies diagnostic techniques to identify problems, investigate causes, and recommend solutions.

·         Provides troubleshooting and support.

·         Assists in the administration of e-mail systems.

·          Provides phone and help-desk support for local and off-site users.

·         Maintains current knowledge of relevant technologies as assigned.

·         Travel 75%

Science Application International Corp.                                      Washington DC

Mobile and Remote Assistance Division                                        October 2016 – Present

·         Primarily usage of Remedy Ticketing System 7.6

·         End user support

·         Microsoft Office support

·         Account Management

·         Experience with Various Console’s/ Programs (Citrix, Xenmobile/Apple, Blackberry Enterprise, Global Open Net)

·         Responsible for Apple and Microsoft Configurations

·         Mobile Device support (IPad, IPhone, Blackberry)

·         Monitor and track incidents in Remedy ticketing system

·         Document troubleshooting and resolution efforts

·         Troubleshoot users issue with mobile devices not excluding support with desktop and laptop configurations

·         Resolve problems for clients via telephone, email, chat, and web sessions 

·         Collect information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. 

·         Conduct timely triage and escalation in accordance with MRA requirements

·         Log and track incidents and requests from identification through resolution. Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. 

·         Manage the division’s management consoles slated to resolve user’s issues including password reset or account set ups

·         Provide proficient customer service to clients and department users phoning into the call center which include international users, VIP”s (i.e. senators & congressmen) and military personnel.  

·         Manage users with limit access in Active Directory

·         Responsible for issuing Sensitive but not Classified  user software configuration directly to users

·         Successful completion of the Department of Cyber Security training/test.

·         Adhere and follow standard operating procedures (SOP) used to support the Operation Center activities

Urban Ed, Inc.                                                                                     Washington DC

                                                Youth Trainer/Coordinator                                                               June 2015 – May 2016

·         Instructed Middle School youth the basic components of computer hardware

·         Provided limited entry-level IT Help Desk support.

·         Install, configure and maintain devices, PCs and software for end users.

·         Understand the basics of networking and security/forensics.

Properly and safely diagnose, resolve and document common hardware and software issues.

·         Managed user accounts re-enabling, unlocking, and password resetting functions in Active Directory. (Zendesk Ticketing System)

Far Southeast Family Strengthening Collaborative, Inc.                        

Ward 8 Drug-Free Coalition                                                           Washington DC

Community Engagement Liaison                                                    February 2008 - 2015        

·         Coordination, implementation and monitoring of the community engagement functions of FSFSC within the Ward eight (8) community.

·         Manage the Ward 8 Drug Free Coalition, federally funded grant.

·         Act as the Youth Coordinator to train at-risk youth with community development, life skills and encourage creative expression.

·         Administer trainings, classroom management, goal setting, and conduct assessments

·         Respond to inquiries about coalition activities; maintain coalition files and calendar, including maintaining and tracking attendance.

·         Develop and maintain the agency’s resource directory.

·         Manage the mini-grants program.

·         Create and maintain an advocacy and referral database of youth/teen service providers.

·         Assist with developing a youth leadership advocacy program through a federally funded grant.

·         Work to heighten FSFSC’s relationships with the community by working with a variety of community partners such as other non-profits, merchants, businesses, churches, schools, and civic associations.

CERTIFICATIONS

                                                A+ Certified                                                                                                          2016

                                                Family Development Credentialing Certificate                                             2015

                                                National Center for Fathering Quenching A Fathers Thirst Training         2010, 2009

EDUCATION                     PeasonVue., Washington DC

                                                CompTIA A+ IT Technician Certification Class, June 2015

                                                Current pursuing Security + Certification

                                                University of the District of Columbia, Washington DC

                                                Political Science, Fall 2013 – 2014

                                                Ballou Senior High School, Washington DC

                                                Diploma 2005.