James Owens

Experience

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  Stream International

  Nov 1997 - Jan 1999

  Associate Technical Support Analyst

  Associate technical support analyst providing internet technical support for a dial-up ISP in a call center environmentDuties included cross-functional support for clients with technical issues regarding email, TCP/IP, HTML, internet browsers, and FTP

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  US West and Time Space Internet

  Feb 1999 - Jun 1999

  Associate Technical Support Analyst

  Associate technical support analyst providing numerous platform desktop software and hardware support for a broadband internet service providerExpert client facing acumen exhibited while providing troubleshooting services for internet, intranet, and email issues through effective elucidation of instructions for end-users

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  Telvista/CompUSA

  Jun 1999 - Oct 2006

  Senior Technical Support Analyst

  Effective senior technical support analyst utilizing expert acumen to support numerous employees that included all facets of Microsoft operating systems, hardware malfunction diagnosis, and software troubleshootingFacilitation of preeminent tiered support for a consumer base of over 500,000 computer systems conveyed by the parent company in a 24x7 call-center environment

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  DXC Technology/Computer Sciences Corporation

  Oct 2006 - May 2018

  Microsoft Exchange Administrator/Sr. Technical Specialist

  Provided rigorous administrative support for Microsoft Exchange Servers at a global level for numerous private and public clients across multiple support platforms. Expert utilization of Active Directory, LDAP, and Exchange during consumer support activitiesAchievement of Service Level Agreement (SLA) goals through effective execution of professional skills to facilitate augmented first contact resolutionSignificant cognition and facilitation of numerous technical support platforms including: Utilities (Java, Quicktime, Shockwave, Flash), Remote Tools (SCCM 2007, 2012, Remote Desktop), Installation Tools (Active Directory and SCCM), Exchange 2010, O365 Powershell, MFCMapi, and ADSI.Adept administration facilitation utilizing numerous support platforms, including: Active Directory (account creation and maintenance, Group Policy editing, Group Memberships, Remote Profiles), Virtual Private Networking (Nortel, Cisco, software and hardware tokens, Certificates)Creation of high-level and detailed technical support knowledge-base articles to assist with first contact resolutionDaily application of solution research, end-user and instrumental complication troubleshooting and resolution, cross-functional project management, hands-on desk-side computer and peripheral supportMember of numerous professional technical teams providing 24x7 support for clients as few as 500 members to over 120,000 employees utilizing numerous support platformsConsistently a top performer in first contact resolution achievement, efficiency with client correspondence call times, and augmented service level agreement adherence within the parent company of over 150,000 employees Show less

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  7-Eleven

  Sept 2018 - now

  Server Administrator