james elmore

Assisted the school IT department with hardware and software installation along with maintenance, and support. Hardware– troubleshooting included basic PC maintenance, re-imaging and installed new software.

* Setup, troubleshoot,and maintain all company hardware and software * Microsoft Office 365 * Microsoft Office Suite (Word, Excel, Powerpoint) * Proprietary Systems support * Network Support * Active Directory

Worked as both a field technician and in call support to resolve student and school-wide technical issues. Desktop support included: reimaging machines and troubleshooting on campus via phone, email, in person, and remotely. Also worked with the internet provider, managed Cisco switches, and re-cabled CAT 5 drops

* troubleshooting and monitoring of WAN and ISP fiber circuits * provision of e-mail accounts, Active Directory accounts, Internet monitoring, off-site backups * data recovery, webcasting and general desktop support * Provides support for desktop, network and other technical functions * TACHC helpdesk and troubleshoots and coordinates communication issues- refers calls to the appropriate staff member support on technical issues related to TACHC WAN, internet, Active Directory, email, off-site backup/recovery and data services to member sites when above scope * Assists TACHC staff with coordination of and providing technical support for webcasts, TACHC trainings, conferences and other events * Obtains software/hardware quotes, purchases and documentation/renewals. * Assists with the preparation of reports for various grants and projects * Assists with TACHC surveys using Survey Monkey * Reconciles telecom and equipment bills and coordinates with accounting for payment

* Helped end users requests though HelpDesk ticketing system. Worked in an Microsoft Windows Active Directory environment and mainly worked with Windows Server 2003/2008 server operating systems for administrating user shares and account creation. Responsible for everything that was necessary to get the end user to a working state, including: * Resetting email password in Kerio system * Configuring email client on smart phones, tablets, laptops and pcs * Documenting inventory changes along with doing annual inventory check-ups * Reimaging desktops with Windows XP as well and phasing out XP for 7 * IT bridge between EMR data system Cerner for troubleshooting user incidents

Worked on a newly formed “Triage Support Team” that handled thousands of clients around the United States doing layer 1 & Layer 2 troubleshooting. Made first contact to sites who had lost network connectivity to Mega-path's MPLS network and then do remote support to bring the customer back online and off of backup dial-up services.. Worked with tools such as telnet/ssh clients and did extensive documentation on each step in the process to resolve or escalate trouble tickets.