1. Donald L James Jr
2664 Seven Valleys Rd.
Seven Valleys, PA 17360
717-781-6418
jamesjr1963@gmail.com
Objective: To obtain a position in the field of Information Technology with an established
company with a commitment to technology and technological services.
Education: The Pennsylvania State University York, PA
A.S., Information Sciences and Technology May, 2009
Experience: Highmark Health Solutions (HMHS) Harrisburg, PA 08/2016 – Present
Sr IT Infrastructure Technician
• Monitor ticket queue with HP Service Manager and create
Service Desk tickets for resolution or escalations, assign
Incident Management tickets to appropriate groups, search
Knowledgebase for documentation on known issues and
process procedures.
• Monitor tickets automatically generated by Netcool to
assign to appropriate group, contact groups on-call,
call vendor for repair or maintenance.
• Monitor batch jobs on mainframe, remove failed jobs,
resume/restart stalled jobs, restart user sessions,
invoke access, and gather spool count for shift turnover
report with Tivoli NetView
• Use INSINQ Reporting Tool, Vmware vSphere client, and
Vmware Horizon View Administrator console to troubleshoot
virtual desktop issues and reset hung sessions.
• Active Directory Users and Computers (ADUC) for password
resets and unlock domain accounts, SAM Enterprise Identity Manager
to enable client software access, SafeNet Authentication Manager
to assist VPN users with Keyfob and MobilePass issues.
Computer Sciences Corp. (CSC) Hunt Valley, MD 07/2011 – 08/2016
Associate: Field Technician
• Provide on-site field support to customers. Perform installations, repairs,
upgrades and maintenance on computer hardware and peripherals.
• Refer other issues/questions to appropriate personnel/service
area/manager for follow up, testing and troubleshooting.
• Assist in instructing customers in the operation and maintenance of
systems/equipment.
• Act as a liaison with customers on administrative and technical matters for
assigned projects.
Technician Associate 01/2010 – 07/2011

2. • Performed Installs, Changes, Moves, and Surplus (ICMS) activities based
upon prescribed procedures and processes. Escalated unresolved issues or
problems and/or provided alternative courses of action.
• Provided technical services in support of project work; worked with project
teams to implement defined technical activities.
• Provided guidance and training to client population on system and
products. Recommended changes to procedures and processes and
implemented as approved.
• Supported documentation, maintenance, and updated information and
changes as directed.
AAI Corporation/Textron Hunt Valley, MD 07/2007- 01/2010
IT Technician
• Resolved routine technical problems for software, computers, networks,
and telephones.
• Provided instructions and assistance to end-users on the use of
information technology systems and processes for commonly used
systems.
• Recorded and maintained accurate records of assigned work tasks in a
timely manner.
• Alerted management to recurring problems and patterns of problems.
• Followed IT policies and procedures in the execution of job duties.
• Received calls or emails at the IT Service Desk requesting service.
System Source Hunt Valley, MD 10/2004-07/2007
Systems Engineer I
• Provided Desktop and Helpdesk Support for established
Clients on Outsource Assignments.
• Tracked helpdesk tickets using Remedy, HelpSTAR, and Magic.
• Managed user accounts with Active Directory.
• Managed Novell and GroupWise accounts with Console One and
NWAdmin.
• Accessed systems remotely with LanDesk, MS Remote Desktop,
and
WebEX.
• Configured user’s computers according to client’s internal processes.
• Responsible for troubleshooting software and hardware issues.
• RMA’d hardware for clients based on agreement with vendor.
Classroom Engineer
• Administered, supported, and prepared classrooms used for Computer
Training.
• Maintained LAN, Network, and Internet Connectivity at two sites.
• Responsible for troubleshooting software, hardware, and printing issues
in the classrooms.
• Created and updated images with Ghost.
• Performed Full and Incremental backups of Ghost server.

3. Builds Technician
• Assembled Servers and PC’s to customers specifications.
• Installed array cards, processors, power supplies, optical drives and
memory into computers and servers.
• Imaged clients PC’s with Altiris and Ghost.
Intellimark Mechanicsburg, PA 8/04-10/04
Help Desk Agent
• Provided Level 1 Support for multiple clients in a call center environment.
• Researched and escalated client issues to resolve them in a timely manner.
Certifications: System Source Hunt Valley, MD 2007
CompTIA Network +
• Describe the features and functions of network components
• Install, configure, and troubleshoot basic networking hardware, protocols,
and services
System Source Hunt Valley, MD 2005
Microsoft Certified Desktop Support Technician
• Supporting Users and Troubleshooting a Microsoft Windows XP Operating
System
• Supporting Users and Troubleshooting Desktop Applications on a Microsoft
Windows XP Operating System
NetSet Training Inc. York, PA 2002
CompTIA A+ Certification:
• A+ Core Hardware
• A+ Core Software
Computertraining.com York, PA 2001
Microsoft Certified Systems Engineer 2000:
• Designing a Microsoft Windows 2000 Directory Services Infrastructure
• Designing a Microsoft Windows 2000 Network Infrastructure
• Designing Security for a Microsoft Windows 2000 Network
References: Available upon request