James D Smith

10400 SE 174th, Renton WA 98055   (206)949-8862   [Send email using form at
bottom]


A dedicated, personable team player with outstanding computer knowledge and
troubleshooting skills.
Overview:
1	Sharp analytical and excellent problem solving skills.
2	Help desk, technical support, software support, hardware support and technical
project experience. 
3	Excellent interpersonal, customer service and communication skills, including
verbal and written.
4	Willingness to learn and understand new technologies.
5	Team player able to work independently or in a cooperative environment while
working toward team based goals and objectives.
6	Well-organized, with demonstrated attention for detail and leadership skills.
7	Ability to work within a strict, set schedule.
8	Self-starter with proactive, solution oriented approach.

Education:
Renton Technical College – Renton, WA				Jan ‘07 – Dec ‘07

1260 hour program, with over 90% of the time in hands-on environment. Topics
covered include:

•Hardware installation and troubleshooting
•Windows 2003 Server administration
•Windows XP Professional
•Configuring and troubleshooting printers
•TCP/IP
•Security	•User administration
•Data backup
•Network essentials
•DNS/WINS/DHCP design and implementation
•IP sub netting
•Red Hat Linux
•Linux/Windows integration
•Multiple domain implementation
Certifications:
Microsoft Certified Professional
Server+ Certified Professional 
A+ Certified Professional
	Continuing education – MCSE 2008 Security track

Technical Skills:
Experience in desktop and networking support, IT concepts and help desk
software. 
Proficient with MS Windows and Office, VPN / Remote access, and anti-virus
software.

Platforms	Windows XP/Vista, Windows Serve 2003, Linux (Red Hat), Microsoft
Exchange Server 2003

Networking	
TCP/IP, Routing, IP sub netting, Network printing, Remote-based/image-based OS
installation, DNS, WINS, DHCP, VPN,  Virtualization technologies, Data Protection

	
Tools	Microsoft Office Suite, Microsoft Internet Information Services, VMware,
Microsoft Virtual Server 2005




Employment: current

Volt Information Science, Inc. Contracted to Microsoft
Tukwila, Wa
Systems Analyst July ’08 – Nov ‘09
•	Performed server (HP and legacy Compaq ProLiant and DELL PowerEdge with
Windows 2003 Enterprise Server and Windows 2008 Server), network devices (Cisco,
Juniper, Citrix), SAN (Compaq, EMC) hardware troubleshooting and break-fix using
vendor system software (HP ACU, IML etc), server and Cisco switches hardware
upgrade
•	Performed network layer 1,2 troubleshooting using Fluke, Toner, Fiber fluke
and Microsoft web-interface based tools 
•	Performed server patching, firmware/driver/system software update with HP RDU
(Remote Deployment Utility)
•	Performed new server build and a variety of rebuilds (network imaging with HP
Rapid Deployment Pack, Altiris Consol), IIS, SQL-server, eTrust, SMS NET.
Framework installation etc.
•	Server rename,  domain change and dependable Active Directory configurations
•	Server and Network device re-home (cabling, switch port configuration, IP
reservation and checking, re-IP, configure protocols, speed/duplex etc)
•	Configured user and security groups, TS properties
•	Performed daily backup tape management (Scalar 10k, Scalar 1000, Scalar
i2000)
•	Subject Matter Expert, Best Practice Technical Ticket Diary Documentation. 
Recently authored best practice procedures for Microsoft data centers. 


Teksystems, contracted to The Boeing Co.                                        
                                                  Kent. Wa
Application Analyst/Desktop Support   Feb ’08 – July ‘08
•	Solve basic to intermediate technical problems over the phone and using remote
access tools.
•	Microsoft Windows XP/Vista, Office 2003/2007 installation and problem
solving.
•	PC/Laptop building and problem solving.
•	Blackberry troubleshooting and synchronizing. 
•	Accept all incoming service requests; answer incoming calls, respond to email,
and web requests.
•	Determine incident type, priority and category for each call.
•	Log calls into Remedy ticketing system, adequately document all relevant
problem details and all steps taken to resolve problem. 
•	Manage the request and ticketing life-cycle, including closure and
verification.
•	Trouble-shoot all problems with a goal of first contact resolution. Used a
variety of tools & resources to perform problem diagnosis and resolution.
•	Triage all incidents not immediately resolvable. Dispatch tickets and/or
transfer calls to Tier 2 and Tier 3 Support Analysts as appropriate.
•	Identify recurring incidents and flag for root cause analysis. Detects
possible problems and open problem records linked to the related incidents.
Communicate trends in received calls to Helpdesk Management.
•	Coordinate communication/notifications as appropriate on escalated incident
status to; customers, Application Support Analysts, and IT community.
•	Final communication to the customer verifying incidents have been resolved and
closing all escalated incidents
•	Post solutions to common problems as potential additions to the Help Desk
Knowledge database, author knowledge entries, and work with team members to
identify areas for support documentation and training.

Additional work history available upon request.
References:
References available upon request.