Hi, I'm Nickolas James
Technology Manager
Experienced IT Professional with a demonstrated history of working in the technical support industry.
Resume
Work Experience
Team Lead / Internal Systems Administrator
USPCNET (Merged w/ Executech) - February 2020 - Current
Utilized Connectwise Automate and ConnectWise Control to manage and troubleshoot Windows and Macintosh endpoints. Monitored, maintained and serviced over 3000 endpoints and managed servers for over 50 clients.
Provisioned and deployed servers and virtual machines, using Hyper-V or VMWare ESXi as required or warranted.
Led implementation projects, such as new client installations, infrastructure installation and configuration, and security recommendations/products.
Provided recommendations for improvements and upgrades where applicable, and engaged advanced technical contacts when necessary to resolve out of scope issues.
Managed a team of 5-10 technicians, including escalations, disipline, time and workforce management, and training.
Regularly met with clients to discuss critical issues, relational concerns, and proactive matters.
Processed internal systems administrative tasks such as employee access provisioning, and line of business server updates.
Led multiple key migration projects during a company
System Administrator
Echelon Technologies - Mesa, AZ - August 2019 - Current
Utilized RMM tools to manage and troubleshoot Windows and Macintosh endpoints. Monitored, maintained and serviced over 400 endpoints and managed servers for over 70 clients.
Provisioned and deployed servers and virtual machines, using Hyper-V or VMWare ESXi as required or warranted.
Assisted with implementation projects, such as new client installations
Created, maintained, and managed the company's Internal Knowledge Base. Developed training documentation.
Provided recommendations for improvements and upgrades where applicable, and engaged advanced technical contacts when necessary to resolve out of scope issues.
VoIP Technical Support Specialist L2
J-Curve Technologies - Tempe, AZ - June 2018 - August 2019
Utilized Cisco Broadworks, and Broadsoft M6 to manage and troubleshoot SIP voice endpoints.
Performed basic monitoring of T1 through T3 circuits, POTS connections, and managed Cisco and Adtran routers and switches.
Verified DHCP pools, and performed network troubleshooting using the OSI and TCP/IP models.
Engaged advanced technical contacts when necessary to resolve out of scope issues. Peer leadership tasks as requested by management, such as coaching and training.
Manager of Technology
M&D Playhouse - North Conway, NH - Oct 2011 - Dec 2018
Built, deployed and maintained a full Active Directory environment, with clients ranging from Windows 7, 8.1, and Windows 10; as well as servers including Windows Server 2008 and 2012 R2.
Designed and implemented an Asterisk VoIP PBX consisting of Softphone and Cisco endpoints, using existing infrastructure as an "in-place" upgrade.
Developed a custom Point of Sale solution using Visual Basic to meet company workflow requirements, integrating the Vendini TicketAgent, and a custom Point of Sale application for concessions.
Designed and maintained the company website, utilizing Wordpress.
Production Assistant
Whitehorse Press - North Conway, NH - Oct 2013 - Oct 2016
Produced email marketing materials that were delivered weekly to over 40,000 active subscribers.
Managed and maintained a Magento eCommerce installation and import/export of product inventory counts from multiple systems.
Proofread works being sent to print.
Education
B.S. in Information Technology
Southern New Hampshire University — September 2019 - Present
A.S. in Computer Technologies
Lakes Region Community College — September 2013 - January 2016
GENERAL SKILLS
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Leadership
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Customer Service
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Communication
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Management
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Detail Oriented
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Problem Solving
TECHNICAL SKILLS
Operating Systems
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Microsoft Windows 7 - 10 85%
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Windows Server 2008, 2012 R2 85%
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Android 80%
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iOS 80%
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Linux 70%
VoIP Telephony
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Polycom Soundpoint & VVX Phones 85%
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Broadworks R22 80%
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Asterisk 75%
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Call Flow Design 70%
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OCOM/Palladian 60%
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Genband M6 40%
Software Skills
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Photoshop & Illustrator 85%
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Microsoft Office 80%
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Adobe Creative Cloud 70%