JAMES RANDALL
North Myrtle Beach,SC
Summary
Highly reliable and detail-oriented Information Technology Support Specialist with comprehensive experience managing hardware diagnostics, identity and access controls, and software configurations across enterprise and cloud environments. Proven expertise executing identity lifecycle management utilizing Active Directory (AD), maintaining rigid security standards (HIPPA compliance), and tracking technical issues via ticketing workflows. Combines deep technical proficiency in endpoint support with professional maturity, strong risk escalation practices, and structured documentation skills. Holds an active CompTIA Security+ designation to meet federal DoD 8140 / 8570 compliance alongside cloud architecture baseline validations.
Overview
1
1
Certification
21
21
years of professional experience
Work History
Residential Manager / Technical Compliance Liaison
Horry County Disabilities
Conway, SC
01.2018 - Current
- Identity & Access Control Administration: Administered identity lifecycles for multi-site facility staff through secure user onboarding, provisioning network accounts, modifying permissions, unlocking accounts, and resetting passwords in Active Directory (AD) environments.
- Regulatory Compliance & Cybersecurity: Enforced HIPAA regulations for electronic Protected Health Information (ePHI) and monitored workstation access control lists (ACLs) to maintain data confidentiality and reduce risk of unauthorized access.
- Incident Escalation & Management: Acted as primary site responder for operational and infrastructure anomalies, applying systematic risk-management frameworks to classify threat vectors, perform triage, and execute standard escalation workflows.
- System Documentation & Training: Authored and updated technical standard operating procedures (SOPs) and compliance documentation utilized by regional operational staff for training, physical site incident reporting, and data governance.
- Tier 1 Network & Device Troubleshooting: Provided hardware and software support to decentralized personnel, diagnosing network connectivity issues, peripheral driver errors, and end-user access failures.
- Hours per Week: 40
IT Help Desk Technical Support Specialist
Westgate Resorts
Orlando, FL
03.2013 - 12.2017
- Enterprise Endpoint Triage: Provided technical Tier 1 and Tier 2 remote support across a distributed corporate network to resolve issues regarding enterprise desktops, notebooks, mobile hardware, network printers, and localized peripherals.
- Remote Management & Resolution: Utilized enterprise Remote Monitoring and Management (RMM) tools to securely shadow remote sessions, inspect system logs, isolate application defects, and implement configuration updates, enhancing overall system reliability.
- Remote Management & Resolution: Leveraged enterprise Remote Monitoring and Management (RMM) utility tools to securely shadow remote sessions, inspect core system logs, isolate application defects, and push configuration updates.
- End-User Communications: Converted complex technical concepts into clear, actionable instructions for non-technical users, facilitating faster problem resolution and reducing secondary escalations.
- Hours per Week: 40
Multi-Function Network Copier Service Technician
Com Doc Business Solutions
Myrtle Beach, SC
02.2006 - 01.2013
- Network Infrastructure Integration: Deployed and configured enterprise multi-function printing and scanning hardware across diverse commercial client local area networks (LANs) to ensure seamless operation.
- Secure Endpoint Diagnostics: Configured secure endpoint settings, including device IP routing parameters and domain integration protocols, to protect digitized documents and ensure secure network access.
- Hardware Lifecycle & Preventive Maintenance: Executed component teardowns, circuit board swaps, and firmware patches to enhance device longevity and maintain high service reliability.
- Hours per Week: 40
Education
Some College (No Degree) - Computer Systems Technology
Horry-Georgetown Technical College
Conway, SCProfessional Certificate - IT Support Operations
Course Careers
OnlineSkills
- Information Assurance & Compliance: DoD 8140 / 8570 Baseline Compliance, HIPAA Privacy & Security Rules, Electronic Protected Health Information (ePHI) Security, Incident Escalation Procedures
- Identity & Access Management (IAM): Active Directory (AD), Role-Based Access Control (RBAC), User Account Provisioning, Password Policy Enforcement, Group Policy Objects (GPOs)
- Technical Support & Operations: Help Desk Tier I/II Support, Ticketing Workflows (Jira, OS Ticket), Remote Monitoring and Management (RMM), Remote Desktop Protocol (RDP), Hardware Deployment, Endpoint Diagnostics
- Systems & Cloud Infrastructure: Microsoft Windows Server, Windows 10/11 Endpoint OS, Linux OS distributions, Microsoft Azure Cloud Infrastructure, Azure Virtual Machines, Virtual Private Networks (VPNs)
- Scripting & Networking Fundamentals: Basic Python automation, Bash scripting, IP Routing, Subnetting, TCP/IP Suite
Certification
CompTIA Security+, Microsoft Certified: Azure Fundamentals (AZ-900), Google Cybersecurity Professional Certificate, Cisco Certified Network Associate(In progress)
Personal Information
Nationality: United States
Timeline
Residential Manager / Technical Compliance Liaison
Horry County Disabilities
01.2018 - Current
IT Help Desk Technical Support Specialist
Westgate Resorts
03.2013 - 12.2017
Multi-Function Network Copier Service Technician
Com Doc Business Solutions
02.2006 - 01.2013
Some College (No Degree) - Computer Systems Technology
Horry-Georgetown Technical College
Professional Certificate - IT Support Operations
Course Careers