James W Morris

IT Helpdesk Support Specialist Dedicated IT Support Specialist with over 15 years of experience delivering exceptional desktop and remote support, specializing in Active Directory management, hardware/software troubleshooting, and network optimization. Recognized for reducing downtime and enhancing user satisfaction through proactive problem-solving and technical expertise. Committed to streamlining IT operations and adapting to modern technologies.

D.R. Horton, Arlington, TX Computer Support Specialist III          5/2017–8/2025 

Delivered high-quality IT support to 15,000+ local and remote users, optimizing hardware, software, and network performance. Managed Active Directory and maintained a robust Knowledge Base, improving operational efficiency and user satisfaction.

• Reduced ticket resolution time by 20% by maintaining and updating 750+ Knowledge Base articles. 

• Provided tier-2/3 support via phone, chat, and email, resolving issues like application configuration, account lockouts, and printer failures. 

• Diagnosed and repaired hardware/peripherals, coordinating warranty repairs to minimize downtime. 

• Supported Microsoft 365, Adobe, Bluebeam, AutoCAD, and anti-virus solutions, ensuring seamless functionality. 

• Managed user accounts and security groups in Active Directory for enhanced network security. 

• Mentored Field IT techs, improving team efficiency using Cherwell ticketing system.

CACI, Fort Worth, TX Desktop Support                                               12/2012–9/2016

Supported Federal Aviation Administration networks across nine field sites, providing reliable IT solutions for 450+ end-users. Collaborated with IT teams to resolve complex issues, leveraging BMC Remedy for efficient ticket management.

• Improved network uptime by ~15% through proactive diagnostics and resolution of connectivity issues. 

• Provided in-person and remote support for Windows XP/7 systems, addressing hardware, software, and printing issues. 

• Reimaged systems and managed Active Directory security groups to maintain compliance and performance. 

• Acted as primary point of contact for helpdesk issues, ensuring rapid resolution and user satisfaction.

Universal Technical Institute, Irving, TX IT Coordinator               8/2010–10/2012 

Provided tier-2 support for desk-side and remote users, maintaining IT infrastructure for educational environments. Imaged and deployed systems to support academic operations.

• Deployed 581 Dell OptiPlex systems across 14 classrooms and 8 labs using Acronis, Ghost, and SCCM, enabling uninterrupted student access. 

• Resolved MS Office, Windows 7/XP, and smart printer issues, including audio codec fixes, reducing downtime by ~10%. 

• Prioritized user issues via HEAT ticketing system, enhancing operational efficiency

Computer Learning Center, Hurst, TX Network Engineering and Management Program, 2000 (GPA: 4.0)