Open to opportunities

James Craddock

@jamescraddock

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I am an experienced desktop support specialist and IT troubleshooter.

United States

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What I'm looking for

I seek a hands-on desktop/IT support role where I can troubleshoot endpoints, manage deployments and inventory, support executives, document processes, and contribute to a collaborative, process-driven team.

I am an experienced desktop support specialist with more than 16 years supporting 500+ users and over 1,300 devices, delivering technical troubleshooting, imaging, and endpoint management across Windows and mobile platforms.

I have hands-on experience with ServiceNow, SCCM, Bomgar, AirWatch, imaging, VOIP/Cisco phones, Office 365 migrations, and conference-room AV troubleshooting.

I take pride in delivering calm, patient support to executives and teams, managing inventory and device lifecycle, and documenting processes to improve operations. I’m reliable, adaptable, and ready to join a team that values practical solutions and user-focused service.

Experience

Work history, roles, and key accomplishments

Desktop Specialist

NC AOC/NCDPS/NCDMV

Dec 2019 - Oct 2024 (4 years 10 months)

Provided desktop support and imaging for Dell, Lenovo, and HP devices, resolving incidents via ServiceNow and remotely troubleshooting with Bomgar for supervisors and executives. Managed inventory, configured iPhones and Cisco desk phones, and prepared workstations for new hires.

ServiceNow Bomgar SCCM Cisco Windows 10

User Support Technician

North Carolina Department of Transportation / Insight Global

May 2019 - Dec 2019 (7 months)

Performed hardware refreshes and Windows 7 to Windows 10 upgrades, imaged systems and joined machines to the domain, and executed PST/profile migrations for Office 365 users. Installed software and configured network printers during travel-intensive field deployments.

Imaging Windows 10 Upgrades Office 365 PST Migration Network Printer Domain Join Network Printers Hardware Refresh Software Deployment

Deskside Support Specialist

Novo Nordisk / C3I

Mar 2016 - May 2019 (3 years 2 months)

Provided deskside technical support, troubleshooting hardware and software issues, maintaining laptop inventory and lease records, and administering SCCM and AirWatch for device management. Monitored Remedy tickets, configured VoIP phones and conference rooms, and created training documentation for end users.

Remedy SCCM Airwatch VoIP Asset Management Imaging