James M Storey
Summnary
IT Support Specialist with 7+ years of experience supporting enterprise environments across deskside, endpoint, and field support roles. Experienced with Windows 10/11, Active Directory, Microsoft 365, Microsoft Intune, SCCM/MECM, Windows Autopilot, hardware diagnostics, enterprise printer support, and network connectivity troubleshooting. Strong background in end-user support, system deployment, break/fix repair, remote troubleshooting, and resolving hardware, software, and connectivity issues in fast-paced environments. Known for a hands-on troubleshooting approach, clear communication with users, and the ability to manage multiple technical issues while maintaining reliable day-to-day support operations.
Education
Skills
- Windows 10/11 Support
- Active Directory
- Microsoft 365
- Microsoft Intune
- SCCM / MECM
- Windows Autopilot
- Hardware Diagnostics and Repair
- Laptop and Desktop Deployment
- Break/Fix Troubleshooting
- Enterprise Printer Support
- Network Connectivity Troubleshooting
- Wi-Fi Troubleshooting
- TCP/IP Networking
- VLANs
- Remote Support
- End-User Support
- Software Installation and Troubleshooting
- Account and Access Troubleshooting
- Ticketing Systems
- ServiceNow
- ConnectWise
- Endpoint Management
- IT Asset Support
- HTML
- Basic Web Development
- Python Fundamentals
Work Experience
Pomeroy – McDonough, GA
IT Support Specialist | April 2023 – Present
- Provide independent early-shift onsite IT support across a four-building enterprise campus, triaging and resolving hardware, software, account, printer, Microsoft 365, and network connectivity issues and escalating to specialized teams when required.
- Manage Active Directory user and computer objects, including password resets, account unlocks, computer removal, OU placement, and assignment of computers to required access and software deployment groups.
- Image and provision Windows 11 laptops using Dell Image Assist and Windows Autopilot, including device-hash import through Microsoft Intune, Autopilot profile assignment, pre-provisioning, and placement in appropriate Active Directory containers and Intune groups.
- Diagnose and repair laptop and desktop hardware, including motherboard, LCD, memory, and storage failures, and perform advanced component-level troubleshooting.
- Troubleshoot and maintain Zebra and HP printers and configure RF handheld devices using barcode-based network provisioning and SOTI, including device container placement and remote support of managed endpoints and Raspberry Pi systems.
- Troubleshoot wired network connectivity using Ping, NSLookup, ARP, Tracert, and IP/DNS verification; validate cabling and network-port connectivity and coordinate escalations with the network team.
- Manage endpoint lifecycle and asset records for returned equipment, including device wipes, loaner preparation, inventory updates, warranty/lease return processing, and equipment refresh activities; create technical SOPs and maintain ticket documentation.
HCL Tech – Conyers, GA
Desk Side Support Technician | December 2022 – March 2023
- Supported end users with hardware, software, and account-related issues in a corporate environment.
- Imaged and deployed systems using SCCM and Windows Autopilot.
- Utilized ServiceNow for ticket tracking and prioritization.
APR Consulting – Atlanta, GA
Refresh / FTC Contractor | June 2022 – December 2022
- Supported enterprise workstation refresh initiatives within a healthcare environment.
- Imaged and deployed systems using MECM and AppOS.
- Managed Active Directory assignments and remote support issues.
Worldwide TechServices – Atlanta, GA
PC Engineer | December 2020 – May 2022
- Delivered on-site IT support and break/fix services for enterprise and retail hardware
- Diagnosed and replaced hardware components including motherboards, storage devices, and memory.
Professional Development
- Web Development coursework and hands-on HTML projects
- Python programming fundamentals and automation practice
- Networking and home lab development
- Video editing and post-production using Adobe Premiere Pro and After Effects
- Experience creating and editing digital media projects for client and portfolio work
Other