James Parks Resume 11.2016

MIDVALE, UT 84047 – 801-440-1618 [email protected]

JAMES T. PARKSPROFESSIONAL EXPERIENCE:

08/2016 – Current – CSS Corp – Ocenture Help Desk – Draper, Utah

Help Desk Technician for Ocenture, e-Compliance, Smart Utility Systems (SUS), Network Solutions, and Stream.

Provide Technical customer service, inbound and outbound remote support. Provides technical support by remoting into clients’ electronic devices and troubleshooting

issues. Handling troubleshooting calls for any array of electronic devices from digital cameras to PC’s. Software uninstalling, reinstalling, troubleshooting. LAN / WAN Troubleshooting. Supporting / troubleshooting all Windows Operating Systems (E.g. Win7, Win8, Win10) Supporting /troubleshooting all versions of Macintosh OS X. Troubleshooting hardware and peripherals. Troubleshooting / supporting all internet browsers. (E.g. Safari, IE, Microsoft Edge, Chrome,

Firefox, Waterfox, Opera, etc.) Ticketing System Familiar (CRM, Oracle, etc.)

05/2016 – 8/2016 – Alorica – Geek Squad Computer Services – Magna, Utah

Quick-fix and Dispatch Support Agent for Geek Squad Provides customer service Provides technical support by remoting into client devices and troubleshooting issues. Dispatching “Next Level Agents” to further assist clients with more complicated issues. Software uninstalling, reinstalling, troubleshooting. Supporting / troubleshooting all Windows Operating Systems (e.g. Win7, Win8, Win10) Supporting /troubleshooting all versions of Macintosh OS X. Troubleshooting hardware and peripherals. Troubleshooting / supporting all internet browsers. (e.g. Safari, IE, Microsoft Edge, Chrome,

Firefox,Waterfox, Opera, etc.) Average compliance for Metric at 98%. (AUX, ACW, Breaks, Lunches) Ticketing System Familiar (Breeze, Nova, Agent Workbench, Oracle, etc.)

08/2015 – 05/2016 Sun Products Corp. (ResourceMFG – An EmployBridge Company) – Salt Lake City, Utah

SPM Onsite Manager / Onsite Recruiter – Shift Manager for EmployBridge @ Sun Products Corp. Manages 150 contracted associates for AM, Swing, and Grave shifts. Manages 8 hour / 12 hour shifts and fills the clients requested needs for filling those shifts.

Page 1 of 4MIDVALE, UT 84047 – 801-440-1618 [email protected]

MIDVALE, UT 84047 – 801-440-1618 [email protected] Recruiting, Interviews, Hiring, Starting / Ending Assignments, Time Stamping, Payroll –

WorkNexus Platform – Kronos Platform. Spreadsheets, Documentation, Reporting – IBM Connections Platform / IBM.com, CRM. Employee Development, Morale Development, Disciplinary. Coordinates with Remedy and ResourceMFG for Contracted Associate recruiting in production. Familiar with all Temp Service Hiring / Payroll protocol. Following and adhering to daily metrics for 100% compliance in staffing needs.

10/2014 – 09/2015 – Club Area 51 – Salt Lake City, Utah

Club Area 51 IT Deskside Support / Network Support / Controller Handles admin / backend website maintenance. Website maintenance for Ticketing, Emailing, Social Media, Texting databases. Handles coding for POS. Running / maintaining office / building network. Setting up / maintaining wireless network. Installing Cat. 5 cabling to all POS. Fax / Printer / PC desk side support for venue. Contracting and payroll. Customer service relations on phone and at box office. Work from home and onsite.

08/2014 – 10/2014 – KForce - Murray, Utah

Intermountain Healthcare (IHC) – Contracted Tier 2 Application Systems Technical Analyst Windows Registry/Windows Computer/Server Management front/back-end. Focusing on Incident and Request Management for DBMS for systems/sub-systems support. Required to handle problem tickets as they come through TMS - CA (Oracle) Handle Change request tickets through TMS – CA (Oracle) Required to work from several consoles simultaneously. This uses command line structure as

well as TACL. Maintain systems/sub-systems, provide technical analysis, execute testing, and create/provide

documentation for the maintenance of departmental and enterprise clinical applications. Accustomed to working rotating on call shifts during business hours, as well as off business

hours during the week, weekends, and holidays, as well as rotating shifts on after hours. May have to remote into clinicians CPU’s through VPN, Citrix, and VM Virtual Box as well as

RDP to troubleshoot servers, local machines, virtual machines, and hosts. Client services, Technical and customer support.

05/2014 – 08/2014 – C7 Data Center Cloud & IT Services Murray, Utah

C7 IT & Cloud Services – Tier 2 Engineer Handle back-end Software Pushes for clients, when requested through PC’s/Active

Directory/SQL Servers/App Servers/Exchange Server and server migration services.



Windows Registry/Windows Computer/Server Management front/back-end. Understands re-imaging Laptops and PC’s using Ghost. Install PC hardware and software (MS Windows, Mac OS X) Responsible to perform site survey and documentation of equipment. Perform printer preventative maintenance, repair, and Networking. Join workstations to an enterprise domain. Responsible for providing excellent client services. Able to support ME, IE, Chrome, Safari, Firefox, and Opera browser issues related to web

troubleshooting.

05/2013 – 04/01/2014 – 3M Health Information Services Murray, Utah

3M Health Information Services - Technical Service Analyst 1- Client Support NOC Install/Trouble Shoot 3M Coding and Reimbursement, Core Grouping Software, and Web

Coding and Reimbursement in all Server/AppServer/Virtual environments. Familiarity in the following HIS Abstracting Systems: Epic Hyperspace, Meditech, CPSI,

Siemens, HDM, Star, Serner, McKesson, ICD-9 – ICD-10 coding familiar, and Familiar with CPT Coding, Groupers, APR DRG’s and APG’s, HL7.

Offer world class technical support, and customer service to end users and Admins. Handling of HIPPA and PHI sensitive information. PC & Macintosh Technical support required at a Systems Admin/Local Admin level. Skilled at Windows Server 2003 thru 2016 front/back-end admin Experience setting up WebEx, VTC Meetings. Able to support ME, IE, Chrome, Safari, Firefox, and Opera browser issues related to web

troubleshooting.

08/2011 – 05/2013 UNISYS TECHNOLOGY SERVICES SLC, Utah

BlackRock Technical Support Agent L1 Offered world class customer service and technical support to all end users. Able to support ME, IE, Chrome, Safari, Firefox, and Opera browser issues related to web

troubleshooting. Understanding of command prompts and their uses (e.g. pinging a server, host, mac address, IP) The ability to trouble shoot all Mac and MS OS’s up to El Capitan, XP – WIN10.1 and iOS. Skilled in VM, VDI’s, Citrix Delivery Console, and Desktop Director for XenApp/XenDesktop. Log Me In Rescue, WebEx, ITRP, Bomgar, etc. tools expert. Experience setting up WebEx, VTC Meetings. Worked in Active Directory. LDAP familiar. Skilled with Microsoft Exchange Management Console. RSA Secure ID tech support knowledge, both for hard token and soft token for Black Berry

Devices, as well as iPhone/iPads. Handle routing Software Pushes for clients, when requested for PC’s, Mobile Devices, etc.



SKILLS:

o Trouble Ticketing Systems: Oracle, ConnectWise, Siebel, BMC, CBMD, DBMS.o Attendance and Payroll Systems: WorkNexus, Kronos.o Spreadsheets, Documentation, Reporting – IBM Connections Platform / IBM.com.o Skilled at Windows Server 2003 – 2016 front/back-end maint. /TS.o Microsoft Office through 2016 front/back-end intermediate.o Windows OS XP - Win10 / Mac OS X through 10.11 front/back-end novice.o IOS, Mobile device support savvy. o LDAP, Active Directory experienced.o Software / client software installations, troubleshooting, patching experienced.o RSA Hard / Soft Token setup VPN in the RSA Systemo RSA Assigning users, setting up of pass words, Token fulfillment.o RSA troubleshooting.o Virtualization (VMware, API’s, HyperV) front/back-end novice. o Citrix/VPN/RDP front-end/beck-end novice.o Remote deskside support through Bomgar, LMI Rescue, Join.me, TeamViewer, GWX, and

Skype for Business.o Experience setting up WebEx, VTC Meetings.o Excellent verbal/communication and writing skills. Researching and resourcing.o Over 20 years of customer service experience.o Account management.o Data Entry / Spread sheet, Database creation and navigation.


Documents

James Parks Resume 11.2016