James Mason
Charlotte
Summary
Dynamic Desktop Support Specialist with 15+ years of experience providing deskside and remote assistance across enterprise environments. Skilled in diagnosing and resolving hardware, software and network issues; managing user accounts in Active Directory and Office 365; and deploying and maintaining Windows machines. Adept at imaging, ticketing systems, virtualization via jump servers, and delivering customer-focused support. Proven record of documenting solutions, maintaining compliance and collaborating with network and server teams to improve uptime.
Overview
9
9
years of professional experience
Work History
End User Support Analyst I
Conduent Commercial Solutions
Charlotte
10.2022 - Current
- Provide deskside and onsite support for Truist business location.
- Perform system upgrades to meet PCI regulations.
- Create training documents and walkthroughs for end users.
- Troubleshoot PCs, printers, phones, and peripherals.
- Deploy PCs, printers, and phones; manage camera systems and Avaya devices.
- Assist networking team with onsite support across locations.
Technical Helpdesk Analyst
NTT Global
Fort Mill
02.2017 - 10.2022
- Delivered helpdesk support for Sunbelt Rentals across U.S. and Canada.
- Managed password resets, printer troubleshooting, and account support via AS400.
- Coordinated field technician dispatch for printer issues.
- Monitored infrastructure with Logic Monitor, SolarWinds, and SNOW ITOM.
- Escalated unresolved tickets to appropriate departments.
Level 1 Helpdesk Support
Insight Global (Steritech)
Charlotte
02.2017 - 10.2022
- Supported service technicians with account resets and handheld sync issues.
- Managed ServiceNow tickets; escalated issues as required.
Tier 1 Desktop Support
Ettain (Driven Brands)
Charlotte
02.2017 - 10.2022
- Performed virus removal and troubleshooting via LogMeIn Rescue.
- Delivered remote support and password resets.
- Educated users to prevent recurring issues.
Technical Helpdesk Analyst
Xerox
Charlotte
02.2017 - 10.2022
- Supported Microsoft Office and Windows environments.
- Deployed PCs and phones for production floors.
- Maintained site inventory and performed hardware troubleshooting.
Call Center Agent/Junior Helpdesk Support
Notify MD
Garner
02.2017 - 10.2022
- Provided frontline IT support for healthcare and insurance clients.
- Assisted with training and onboarding of new staff.
- Escalated technical and customer issues appropriately.
Education
A.S. - Computer Network Systems
ITT Technical Institute
Cary, NCSkills
- Deskside & End-User Support
- Hardware & Software Troubleshooting
- Active Directory & User Management
- Remote Tools
- Ticketing
- Printer & Peripheral Support
- Server & Network Smart Hands Assistance
- PCI Compliance & ITOM Monitoring
- Customer Service
- Technical Documentation
Timeline
End User Support Analyst I
Conduent Commercial Solutions
10.2022 - Current
Technical Helpdesk Analyst
NTT Global
02.2017 - 10.2022
Level 1 Helpdesk Support
Insight Global (Steritech)
02.2017 - 10.2022
Tier 1 Desktop Support
Ettain (Driven Brands)
02.2017 - 10.2022
Technical Helpdesk Analyst
Xerox
02.2017 - 10.2022
Call Center Agent/Junior Helpdesk Support
Notify MD
02.2017 - 10.2022
A.S. - Computer Network Systems
ITT Technical Institute
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