Jim Cipolla has over 15 years of experience in IT support roles. He is currently the Enterprise Support Desk Supervisor at FIS in Jacksonville, FL, where he manages daily operations and a team of support employees. Previously, he held support roles at Fidelity National Financial and Sun National Bank, providing phone and in-person support to internal and external customers. He has experience with Windows, Office, networking, security software, and troubleshooting various hardware and connectivity issues.

1. James Cipolla
Enterprise Support Desk Supervisor at FIS
Jacksonville, FL 32258
jim.cipolla@gmail.com - (904) 930-0091
Authorized to work in the US for any employer
WORK EXPERIENCE
Supervisor Enterprise Service Desk
FIS - Jacksonville, FL - May 2014 to Present
Responsibilities
Managing day to day operations of Service Desk. Managing time of employees for time off, projects and
daily work flow. Interview new candidates and training of new hires on policies and procedures of Support
Desk.Meeting with other IT departments and coordinating changes and upgrades to software.Scheduling and
holding team meetings along with daily stand up meetings to discuss changes and problems within service
desk. Call and incident monitoring to ensure quality performance from service desk personnel. One on one
coaching sessions with personnel when necessary. Testing and calibrating software releases with various
development groups.Discussing and implementing ideas for better processes and team performance.
Accomplishments
Hand picked to travel to Manila, Philippines to train new overseas service desk.
Set up employee reward recognition program for service desk personnel for US and overseas.
Organize and structure incident ticketing system.
Transitioned in house service desk at Fidelity National Financial to vendor service desk at FIS.
Skills Used
Time Management
Team Work
Management
Incident Management
Microsoft Windows and Office
Team Lead Enterprise Service Desk
Fidelity National Financial - Jacksonville, FL - June 2013 to May 2014
Responsibilities
Managing day to day operations of Service Desk. Managing time of employees for time off, projects and
daily work flow. Interview new candidates and training of new hires of policies and procedures of Support
Desk.Meeting with other IT departments and coordinating changes and upgrades to software.Call and incident
monitoring to ensure quality performance from service desk personnel. Testing and calibrating software
releases with various development groups.
Accomplishments
Successfully manged migration of in house mail exchange to hybrid Microsoft in house exchange.
Skills Used
Time Management

2. Team Work
Management
Incident Management
Microsoft Windows and Office
Help Desk Technician | Application Support Specialist
Fidelity National Financial - Jacksonville, FL - December 2011 to June 2013
Assisted internal and external customers via phone support using Fidelity National Financial software including
AgentTRAX, JacketTRAX, and ReportTRAX software. Setting up user accounts and configuring for first use.
Active Directory, OU moves, membership adds, SAM account set ups, password unlocks and resets. Oracle
Payroll system password unlocks and resets. Troubleshooting printing issues using software. Troubleshooting
Adobe standard and Reader software to work with proprietary software. Unlocking, adding, creating and
deleting user accounts for McAffee Endpoint Encryption..Gathering and collecting all relevant data and
directing users with more complex issues, outages or work stoppages to other departments and vendors.
Field Service Technician
Enterprise Integration - Jacksonville, FL - August 2011 to September 2011
Maintained computer desktop environment by analyzing requirements, resolving problems, and installing
hardware and software solutions. Provided issue resolution support and ensure the stability, integrity,
and efficient operation of client networks. Performed analysis, diagnosis, and resolution of complex PC
problems for a variety of end users, implementing remote corrective solutions. Communicated accurate and
timely status of incidents internally and externally. Worked with end users to deliver support defined by
contracted Service Level Agreements. Configured, tested, maintained and troubleshot end user workstation
hardware, software, networked peripheral devices, and networking hardware products. Assisted in preparing,
maintaining, and upholding procedures for logging, reporting, statistically monitoring PC performance, and
support documentation. Accurately documented instances of hardware failure, repair, installation, and
removal. Maintained up-to-date knowledge of hardware and equipment contracts and facilitate contract-based
installations. Acted as a liaison with third-party support and PC equipment vendors. Reported personal time
and attendance as well as personal utilization statistics. Met metrics including Service Level Agreements,
utilization statistics, call statistics, customer service statistics, ticket quality, billable hours, and quality of project
documentation.
Help Desk Support Specialist
Sun National Bank - Vineland, NJ - May 2007 to July 2011
Included supporting end users via telephone and in person troubleshooting, break fixing various financial
software applications .Install Windows software and install/configure various financial, security and database
software. Configure and set up of IP phones Set up laptops, desktops and thin client computers for use on
networks and through VPN connections.. McAfee Endpoint encryption, install, configure and administrator.
Disasters recovery set up and testing along with other teams and departments. Deploy and use of LanDesk
software. Interview and training of new Help Desk personnel. Writing of IT Help Desk how to's and knowledge-
base. Assisted in installing/configuring and use of ProVidea video conferencing. During this time, acquired IT
Purchasing - consisted of getting proper approval and ordering hardware and software for users throughout
branches and corporate location. Assigned to manage IT issues for Regional office with more than 100 people
including all Sun National Bank Executives. Implemented duplex printing bank wide, saving roughly 20 of paper
costs annually.
Freelance Helpdesk | Desk
Side Support - August 2006 to May 2007
Various Temporary Positions, Greater Philadelphia Area

3. Positions included troubleshooting connectivity and software and mail issues for customers at various
businesses in the area via telephone, including Conde Nast, DuPont Children's Hospital and Popular Financial
Mortgage.
Technical Support, Senior I/T Specialist
SNiP Internet and Telecommunications - Pennsauken, NJ - November 1999 to July 2006
Position tasked with troubleshooting connectivity for TCP/IP, UDP, VoIP, IP Sub-netting, multiple Operating
Systems such as Windows XP/2000/98 Desktop and Server, MacOS 7,8, 9 and X. Some troubleshooting of
Unix, DNS, Microsoft Office applications such as Outlook, Word, Excel, FrontPage. POTS line troubleshooting,
printer issues, management of outside vendors (such as Verizon), DSL and Comcast Cable modem, home
network routers and modems. I would support internet connectivity and internet applications. Given the
opportunity to handle Network Operations Center on the overnight shift single handedly. Answering high
volume of incoming phone calls from customers including troubleshooting various issues. Maintained 95%
call resolution rate. Ran power and Ethernet cabling for various switch and data devices in data center.
Tested cabling for proper connectivity. Built support structures for servers, switches, routers, cables and phone
equipment. Monitor, test, and troubleshoot DS3, PTP, T1, Frame Relay, ATM and ISDN circuits using BERT
Tester. Respond to technical support email. Assist in training of new employees.
Create Frequently Asked Questions and knowledgebase articles for customers and coworkers.
EDUCATION
Associate of Arts in Information Technology
University of Phoenix - Phoenix, AZ
October 2007 to Present
SKILLS
Windows XP, Windows 7, Microsoft Office Suite, Active Directory, Inventory Software, McAfee Endpoint
Encryption, LanDesk
ADDITIONAL INFORMATION
Skills
Microsoft:
Windows NT, 2000, XP, Vista and Windows 7.
Server Enviroment Systems:
Microsoft Server NT, 2000 and 2003.
Remote connectivity LANDesk, DameWare, VNC & Remote Desktop
Other Operating Systems: Ubuntu, Mac, Linux
Microsoft Office Suite: 2003, 2007 and 2010.
Web Design Software: Front Page, CSS, HTML and basic Java

4. Protocols: TCP/IP, SMTP, POP, HTTP, FTP and UDP
Connectivity Troubleshooting: Cable, DSL, Frame Relay, T1, DS3 and dial-up modem.
Security
McAffee Endpoint Encrytion, McAffee security Suite, Norton AntiVirus Suite.