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James Severin

CCNA/Security+ | Networking and Information Security Professonal | Network Engineer Co-op, Cisco Systems

El Paso, United States
Non-Commissioned Officer at US Army Reserve
Computer Networking
Joined November 20, 2023


Dedicated and seasoned IT professional with over a decade of hands-on experience in customer and desktop support. Possessing a solid foundation in IT infrastructure, I bring expertise in resolving complex technical issues, coupled with a proactive approach to enhancing organizational IT functionality.
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US Army Reserve
May 2009 – Present
Non-Commissioned Officer
Training Mentor Evaluated units at the squad and platoon level according to doctrine, lessons learned, and the units on tactics, techniques, and procedures. Facilitated after-action reviews and group discussions to discover what went right, what went wrong, and how to address shortcomings. Motor Transport Operator Currently a platoon sergeant responsible for the morale, health, and welfare of twenty soldiers, equipment in the hundreds of thousands of dollars, and the professional development of all soldiers under my care. Operates the M915 truck, 1098 trailer, and other military vehicles to deliver logistical packages in support of peacetime and wartime missions.
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Booz Allen-Hamilton/Take2IT/El Paso VA Medical Center
Feb 2021 – Jul 2023
Customer Service Support
Utilized ServiceNow to resolve five tickets a day with every ticket being resolved in under seven days. Imaged Dell and HP laptops and prepared iPhones for deployment, regularly issuing out a dozen laptops a week with just as many phones. Resolved hardware issues with Windows desktops, HP laptops, Dell laptops, and Apple iPhones. Resolved software issues with MS Teams, MS Outlook, Cisco AnyConnect, Citrix, Adobe, and other technologies for customers with a turnaround of less than seven days. Connected ports on the patch panel to network devices in wiring closets to give end devices access to the network. Connected Lexmark desktop printers to the network and used Windows Server to grant access. Configured, connected, and tested Lexmark MFD printers. Read and understood Windows Event Logs to diagnose and repair computer issues. Modified, moved, and deleted Active Directory accounts when needed. Assisted with upgrades to the network infrastructure including Core switches, Wireless APs, and Cisco Switches in the access/distribution layer. Wrote and edited local Knowledge Base Articles to disseminate the lessons learned and reduced turnaround time for support cases.
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Hi-Rez Games
Dec 2011 – Oct 2019
Tier 2 Desktop Support / Network Analyst
Using Oracle RightNow and Salesforce processed approximately 500 support cases a week and became an expert in all issues handled by the Technical Support Team. Monitored the servers and network of the game infrastructure to meet the goal of 99.999% uptime.