James Wilkinson Jr.

I am a highly motivated and results-oriented IT professional with over 10 years of experience in technical support and customer service. Proven ability to troubleshoot complex technical issues, manage work orders efficiently, and provide exceptional end-user support. Adept at training users, maintaining systems, and exceeding service level agreements. Seeking to leverage technical expertise and leadership skills in a challenging IT support role.

I am a highly motivated IT professional with over 10 years of experience in technical support and customer service. I have a proven ability to troubleshoot complex technical issues, manage work orders efficiently, and provide exceptional end-user support. I am adept at training users, maintaining systems, and exceeding service level agreements.

In my roles, I have provided remote endpoint support while part of a 12 man team supporting 10k+ users all while maintaining a 98% SLA for tickets closed within 9 hours as well as tickets answered within 30 minutes while also maintaining high user satisfaction scores. I assisted with escalated technical issues Windows and Mac devices as well as assisting with device enrollment via Entra Autopilot, Active Directory, OKTA, and JAMF. I utilized ticketing systems like ServiceNow and Salesforce through different roles to track tickets.

I hold a CompTIA A+ CE Certification and have strong technical skills in software troubleshooting, hardware installation, system backups, and user account administration and am confident in my ability to learn and grow in areas that are lacking for future roles as needed.

I have obtained over 60 credits towards a degree through University of Arizona Global Campus and Northwood University through previous corporate tuition programs. These have been cut short due to layoffs however I am looking to finish these degrees in the future when possible