James Henison
Chicago
Summary
Proficient IT Support Specialist with a strong focus on technical support, network troubleshooting, and problem solving. Delivered effective solutions that enhanced user satisfaction and streamlined IT processes.
Overview
9
9
years of professional experience
1
1
Certification
Work History
IT Support Specialist
Tropicana Brands Group
Chicago
12.2023 - 08.2024
- Delivered technical support for software and hardware issues across departments.
- Utilized remote login tools to assist clients with technical inquiries.
- Troubleshot hardware issues, coordinating with service providers for prompt repairs.
- Resolved IT-related problems efficiently for end users.
- Managed IT equipment inventory and maintained accurate hardware records.
- Configured user accounts and permissions in company systems without delay.
- Collaborated with team members to improve IT support processes.
- Acted as first point of contact for incoming technical service calls and emails.
- Provided technical support for software and hardware issues across departments.
- Assisted users with troubleshooting and resolving IT-related problems efficiently.
- Managed inventory of IT equipment and maintained hardware records accurately.
- Configured user accounts and permissions in company systems promptly.
- Documented support requests and solutions in the ticketing system clearly.
- Served as first point of contact for incoming technical service calls and emails.
- Used remote login tools to assist clients with technical and product questions.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
IT Desktop Technician
Light & Wonder
Chicago
12.2022 - 12.2023
- Installed and configured desktop systems for employees across multiple departments.
- Provided technical support to staff for software and hardware issues.
- Maintained inventory of computer equipment and peripherals for the organization.
- Performed routine maintenance on desktops to ensure optimal performance.
- Collaborated with IT team to troubleshoot network connectivity problems.
- Documented technical processes and resolutions for future reference.
- Assisted in the deployment of new technologies within the company infrastructure.
- Configured user accounts with appropriate access rights according to company policies.
- Upgraded existing hardware components as needed.
- Troubleshot computer systems and networks to identify and resolve issues.
- Diagnosed problems related to application installation or system configuration errors.
- Monitored performance of computer systems to ensure proper functioning.
- Ensured that all IT equipment was properly disposed off according to company policies.
- Resolved network connectivity issues by troubleshooting network cables and switches.
- Implemented security measures like patching OS vulnerabilities, setting up access control lists.
- Assisted in creating backup plans for data recovery in case of system failure or disaster scenarios.
- Provided technical support to end-users via telephone or in-person visits.
- Maintained inventory of all installed software applications and hardware devices.
- Assisted with the setup of new computers including imaging hard drives.
- Coordinated with external service providers for resolving complex technical issues.
- Updated anti-virus software on all desktops and laptops across the organization.
- Performed regular system maintenance tasks such as disk cleanups, defragmentations, virus scans.
- Collaborated with vendors to ensure timely delivery of required IT equipment and materials.
- Created detailed documentation of all troubleshooting steps taken during service calls.
- Provided training to end-users regarding usage of newly installed applications or hardware devices.
- Installed and configured hardware, software, printers, scanners and other peripheral devices for users.
- Lent technical support, consulting, and implementation services to maintain system performance thresholds.
IT Analyst
ExWorks Capital, ACAP, and Newity LLC
Chicago
03.2017 - 10.2023
- Analyzed system requirements and proposed solutions for software integration projects.
- Collaborated with cross-functional teams to enhance IT infrastructure and service delivery.
- Developed and maintained documentation for technical processes and user guides.
- Conducted system testing to ensure functionality and compliance with specifications.
- Provided technical support and troubleshooting assistance to end-users across departments.
- Implemented software upgrades and patches to improve operational efficiency.
- Facilitated training sessions for staff on new technologies and systems usage.
- Provided support to end-users in troubleshooting application issues.
- Identified areas of improvement in existing systems and proposed changes accordingly.
- Configured networks, servers, storage devices and other equipment as per client requirements.
- Collaborated with team members to deliver projects within scheduled deadlines.
- Provided training to end-users on how to use newly deployed systems effectively.
- Assisted in deploying new systems and services into production environment.
- Tested, maintained and monitored computer programs and systems.
- Explored new technologies and tools for productivity, security, and quality assurance purposes.
- Developed and implemented IT solutions to streamline business processes.
- Troubleshot program and system malfunctions to restore normal functioning.
- Developed, documented and revised system design procedures and quality standards.
- Conferred with clients regarding information processing or computation needs.
- Prepared and presented technical proposals for clients.
- Streamlined acquisition of reporting requirements and specifications to disseminate across multiple business lines and IT support teams.
- Assessed usefulness of pre-developed application packages and adapted to user environment.
- Expanded or modified system to serve new purposes or improve workflow.
- Coordinated and linked computer systems within organization to increase compatibility to share information.
- Consulted with management to reach agreement on system principles.
Customer Sales Associate
Best Buy
Chicago
10.2015 - 04.2019
- Assisted customers in selecting products based on their needs and preferences.
- Provided product demonstrations to enhance customer understanding and engagement.
- Processed transactions accurately using point-of-sale systems and cash handling procedures.
- Resolved customer inquiries and concerns with effective communication and problem-solving skills.
- Collaborated with team members to maintain a well-organized sales floor environment.
- Educated customers on promotional offers and loyalty programs to encourage participation.
- Managed inventory levels by restocking shelves and organizing merchandise displays effectively.
- Trained new associates on customer service protocols and best practices for sales interactions.
- Greeted customers in a friendly and professional manner.
- Stocked and rotated merchandise following visual merchandising requirements, direction, pricing and standards.
- Assisted customers with product selection, ensuring the correct size and color was selected.
- Resolved customer complaints quickly and efficiently while maintaining professionalism at all times.
- Provided information on product features and benefits to help customers make informed decisions.
- Performed daily opening and closing duties such as restocking shelves and tidying up the store area.
- Attended weekly team meetings to discuss new product launches, promotional campaigns, and changes in store policies.
- Participated in staff training sessions related to sales techniques or customer service skills.
- Worked closely with other departments within the organization to meet customer needs.
- Researched information to identify and address customer problems.
Education
Some College (No Degree) - Computer Science
Hope College
Holland, MIHigh School Diploma -
Noble Street College Prep
Chicago, ILSkills
- Technical support
- Network troubleshooting
- System configuration
- Hardware installation
- Remote assistance
- IT infrastructure management
- Software deployment
- Customer service
- Problem solving
- Effective communication
- Team collaboration
- Inventory management
- Ticket management
- Operating systems
- LAN/WAN
- Microsoft office specialist (MOS) master
- Technical troubleshooting
Certification
CompTIA A+ Certification
Timeline
IT Support Specialist
Tropicana Brands Group
12.2023 - 08.2024
IT Desktop Technician
Light & Wonder
12.2022 - 12.2023
IT Analyst
ExWorks Capital, ACAP, and Newity LLC
03.2017 - 10.2023
Customer Sales Associate
Best Buy
10.2015 - 04.2019
Some College (No Degree) - Computer Science
Hope College
High School Diploma -
Noble Street College Prep