JAMES YOUNG

353 Woolley Ave, Staten Island, NY 10314

LinkedIn • 646-420-3944 • jameskyoung1@gmail.com

System Administrator/Senior Technical Support Professional

 Accomplish Senior Technical Support Professional with 15+ year experience in Computer
Operations, Technical and Help Desk Support
 10 years of progressive computer/network operations experience in small to large corporation
computer environment including PC and Mac servers.
 15 years providing Help Desk support to thousands of users, earning a solid reputation for
productivity, complex problem resolution and professionalism
 Excellent communication and diagnostic skills.
 Proactive self-starter known to initiate process and system improvements to increase system
stability and staff productivity.

Technologies

 Windows Clients & Servers

 Mac Clients & Servers
 Microsoft Office 2016 and Office 365
 Google G-Suite administration
 Okta (SSO)
 Active Directory/ Group Policy
 VMware V-Sphere 5.5
 LANDESK (PC) & JAMF (Mac) deployment tools
 Adobe Creative Cloud Suite
 Citrix Xen App
 TeamViewer, Apple Remote Desktop, LogMeIn – Remote desktop support.
 Symantec Endpoint Protection/Kaspersky Endpoint Protection/Mcafee E-Policy Orchestrator
 WSUS
 Cloudberry Backup/Comvault Backup/
 Remedy / Freshdesk/ Web Help Desk
 PC & Mac Workstations, Server
 Smartphone (Android, IOS)
 Video conferencing platforms – Google Hangouts, Zoom conference, Polycom, Webex
 Cisco VPN and Anywhere client
 Cisco Meraki Wireless
 Dell KACE software
 Jira,
 Confluence
 Saleforce

Education and Training

AS, Office Technology, Berkeley College, NY, NY
Axelos ITIL 4 foundation certification Certificated Number: BR671286346JY
Microsoft Certified Professional: MC ID: 32055210
 Professional Experience

Medidata Solutions, New York, NY Jan 2021- Present

Enterprise Support Desktop Engineer
As an Enterprise Support Desktop Engineer will be versed in both PC’s and Mac’s assist corporate end-
users in global offices and remote locations.
Key Contributions:
 Assist in developing strategies for Mac’s and PC’s imaging and provisioning solutions.
 Assist in supporting Okta within the company.
 Develop and update processes and procedures related to desktop management and administration in accordance
with ITIL standards and best practices.
 Interact with numerous computer platforms in a multi-layered client server environment.
 Currently I’m in a project of converting our Mac images from LANDESK to JAMF.

Globetax New York, NY, May 2018- Dec 2020

Assistant System Administrator
The Assistant Systems Administrator is responsible for supporting, maintaining and upgrading of the
hardware and software of servers and desktops. The Assistant will apply the necessary technical expertise
to adequately sustain and implement servers and desktops.
Key Contributions:
 Led A/V Support for all web conferencing and troubleshooting within all conference room.
 Maintaining some Hyper-V images.
 Level 1/2/3 support for Mac and PC support.
 Maintained and installed Windows and Citrix updates, patches, and upgrades.

SET Creative, New York, NY, March 2017 – May2018

System Administrator
Providing high quality support to SET Creative staff in the office, in areas such as: Mac/OS X, Windows
workstations and servers, printers, basic networking issues, internal web applications and mobile devices.
Onboarding new hires with provisioning of computers and new accounts. Image creation for Mac OS 10.11
and 10.12. Supporting Windows 2016 server in an Active Directory environment. Also supporting File
management, DHCP, DNS, Asset inventory control.
Key Contributions:
 Successfully met inventory control needs across the enterprise.
 Mac images and software packages.
 Level 1/2/3 support for Mac and PC support.
 Implementing Acronis Access Connect to resolve the file sharing permission issues between Mac workstations to
Windows server volumes.

Tremor Video, New York, NY, March 2014 – September 2016

Help Desk Administrator
Orchestrated service delivery for headquarters and remotely for U.S., U.K. and Singapore of 300 staff
worldwide. Resolved desktop and application issues; lead for new hire provisioning. Provided critical
technical interface for security management, monitoring and troubleshooting in Mac and PC environments.
Gathered/evaluated customer requirements; collaborated with key end users, management, and corporate
IT.
Key Contributions:
 Led A/V Support for all web conferencing and troubleshooting within all conference rooms.
 Successfully met inventory control needs across the enterprise.
 Created PC and Mac images and software packages for both platforms.
 Creating VM machines for the Q & A department.
 Patching and maintaining Windows 2008 and Windows 2012 servers.
FCB Global, New York, NY, October 2001 – February 2014
Senior Technical Analyst
Provided technical leadership for systems, servers, network, workstations and applications for 1,200 users
in multiple U.S. locations. Implemented projects, lead/coordinated/guided outside consulting teams in new
technologies and system upgrades, and supervised Helpdesk team. Built, configured, and maintained
Windows servers, including file and print servers, application servers, and domain controllers; supported
desktop environment for Windows XP/7 and Macintosh. Oversaw daily backup routine with CommVault
backup software. Deployment Troubleshot network, VPN, and Broadband connectivity issues; performed
load balancing to optimize performance. Oversaw two Jr. Technical Analysts.
Key Contributions:
 Designed and implemented hot backup site; developed, documented and tested disaster recovery plan; set up
backup recovery site at a datacenter.
 Created/applied managed file security access to network using Active Directory structure.
 Managed successful system migrations from Windows XP to 7; Windows Server 2003 to 2008.
 Maintained and installed Windows and Citrix updates, patches, and upgrades.