James Keys

Provided support for a newly implemented Electronic Health Record (EHR) application, fielding and submitting ticket requests through JIRA. Assisted clinical, office, and corporate staff in resolving system issues, utilizing the knowledge base and system documentation for complex problems. Used remote IT software to assist clients and ensured compliance with ethics and HIPAA forms.

Provided remote technical support for troubleshooting hardware and software products via phone, email, and ticketing systems. Maintained and increased knowledge of facility management systems, including heating, cooling, lighting, and instruments. Documented troubleshooting steps, recommendations, and resolutions clearly in CRM systems.

Responsible for collecting, processing, analyzing, and reporting data related to Engineering Operations, producing recurring and ad-hoc reports to measure progress and identify improvement opportunities. Acted as a point of contact for serviceability checks, managing HouseSMaRT and e911 ticket queues. Performed addressing audits and database maintenance between eLOC and CSG.

Communicated effectively with all levels of customers, including administrators, staff, students, and vendors. Installed and supported new devices and accompanying software, coordinating repairs for student and teacher laptops. Performed routine diagnostics and maintenance with multiple operating systems, providing consultation and training on technology equipment.

Assisted with the support and new-hire configuration of a proprietary software application used by over 2,400 nurses in the field. Conducted routine inspections and software updates for medical instruments, ensuring compliance with regulatory standards. Responsible for bulk installation, configuration, and imaging of HP laptops/tablets using Altiris.

Independently installed and relocated computer equipment, including PCs, thin client terminals, and printers, at user locations. Provided first-level problem analysis and mastered base knowledge of assigned applications, hardware, and network to support clinical and business environments. Installed and supported Microsoft Office 365 and its components, logging all service requests accurately.

Performed daily functions related to hardware repair systems, ordering parts from Dell as requested by technicians for repairs. Scheduled service calls for technicians per school system requirements. Received and routed Help Desk calls to appropriate staff members.

Provided Level 2 support for onsite and remote SSA users, setting up new accounts in Active Directory and performing password resets. Used SSA’s proprietary ticketing system to order parts and schedule service calls for technicians. Repaired, installed, upgraded, and maintained desktop and notebook computers, printers, and scanners.

Prepared and conducted technical training programs, including Microsoft applications, CompTIA Security+, and CEH training. Traveled to customer establishments to set up and train personnel, conducting presentations and webinars. Created instructor materials and managed the training program in accordance with business needs and regulatory requirements.

Supervised and mentored student service desk team members, resolving technical issues and creating new accounts for students, faculty, and staff. Managed the Faculty/Staff Help Desk for eight years, diagnosing and resolving problems following the incident lifecycle management model. Provided Blackboard support, password resets, and account issue resolution.

Identified major issues and technologies in network security, providing account management and sales support. Performed OSI model, DNS basics, NAT, routing, and router configuration. Educated on intrusion detection, policy creation, social engineering, DDoS attacks, buffer overflows, and virus creation.

Responsible for the overall review of the Community Development Block Grant Program and the subsidized Section 8 Program. Investigated allegations of misuse, performing comprehensive program monitoring requiring knowledge of federal regulations. Created and maintained the OIG Investigator's Case Log database and the Statement for Charges Applications database.

Currently pursuing a Bachelor of Arts in Cyber Security. Focuses on foundational principles and advanced topics in cybersecurity.

Completed a specialized certificate program in Cyber Security. Gained practical skills and knowledge in defending against cyber threats.

Earned a certificate from RETTS Tech Center. Developed technical skills relevant to the IT industry.