James Michael Sansom

7305 Krume Court

Apartment 1317
Raleigh, NC 27613
(910) 920-7097 |
mikesansom25@gmail.com
Trained computer support professional looking to capitalize on military training to transition to the civilian
workplace. Has a demonstrated ability to integrate computer skills, customer service experience, and
related education to exceed technical, business, customer requirements, and overall company goals.
Committed and motivated employee focused on the success of the team, the solutions, the company, and
its values, while maintaining individual success.

TECHNICAL SKILLS

Cisco Switches (Catalyst 3560 E/X)

Cisco Firewall (ASA 5510)
Cisco Unified Communications Manager
(4.3(6), 8.0(2))
Cisco Routers (2800, 2900, 3800, 3900 series)
Windows XP/Vista/7
Microsoft Server 2003/2012
Microsoft Office
Microsoft Exchange/Active Directory
Hardware/Software installation
Perform post installation configuration

Desktop and laptop systems

Install and configure client operating systems
Set-up users and policies
Preventative system maintenance and
support
Diagnosing software and hardware problems
Troubleshooting
Network protocols and standards
TCP/IP configuration for LAN
Network implementation
VPN Technolgies

TECHNICAL TRAINING AND CERTIFICATIONS

CompTIA Network+
CompTIA A+

July 2014
July 2014

New Horizons Computer Learning Centers, Durham, NC

December
2013 August 2014
CompTIA A+, CompTIA Network+, MCSA: Windows 7 Configuration and MCSA: Windows
Server 2012
Advanced Individual Training, Fort Gordon, GA
October 2008
Information Technology Specialist

January 2008

TECHNICAL EXPERIENCE
Lenovo
June 2015 - Present
Course Developer and Hardware Specialist
Create global training on products and services using Citrix, PowerPoint and Articulate for
embedded videos. Trained Lenovo Global Service and Support employees on the technical
and sales aspects of new hardware and software technologies. Responsible for Project
Management of Asia Pacific Call Centers curriculum development and content development of
technical training modules; Intel Security technologies, Intel vPro technology, AMD
technologies, ThinkVantage technologies, Windows Server 2012 R2, Windows 10 (Enterprise,
Healthcare and Education) and iCOR 365 Storage technologies. Implementing a new cloud
based database storage solution for the Lenovo Global Product Education Division.
Responsible for securing the Lenovo Global Product Education training lab network using
Barracuda Firewall and Windows Server 2012 R2 Security technologies. Design, write and
deliver PowerPoint training presentations to the global work force on Lenovo disaster recovery
technologies. Work with Lenovos marketing and design team on editing technical material as
well as Microsofts marketing and design team. Utilize Articulate E- Learning Software to
convert PowerPoint presentations into Adobe Flash. Worked with Lenovo Learning
Management system to publish global product training. Write, edit, and maintain documents
including end user documentation, internal development and testing material, web content,
and reports. Research technologies surrounding Lenovos product line such as ThinkPad and
other Lenovo service offerings. Present all technical content to Lenovos engineers and
executive management team. Conducted new technology hardware tear down sessions for
global service and support training teams. Imbed videos and voice instructions from Camtasia
into PowerPoint.

USARC ITRS (NCI INC)

April 2015
Help Desk/Training Technician

January 2014

Provided support for US Army Reserve Command (USARC) users of the Individual Training and
Readiness System (ITRS) via Telephone and Enterprise Email. Created custom AD HOC
Queries for customers using Microsoft SQL Server Management Studio 2012. Managed
incidents and trouble tickets utilizing CA Service Desk Manager. Remotely assisted in
troubleshooting users desktop issues using Adobe Connect Remote Desktop. Instructed
weekly two day training sessions on Introduction to ITRS for users new to the application.

North Carolina National Guard

2007 August 2014
Information Technology Specialist (25B)

December

Served as administrator for 300 users utilizing Active Directory on Microsoft Windows Server
2003. Installed multiple Windows operating systems on desktop and laptop computers.
Chosen above peers to be responsible for maintaining and troubleshooting a tactical network
for company sized element. Designed and implemented a stable physical network topology
while utilizing Cisco switches to expand LAN coverage. Programmed and designated phone
lines and numbers for Cisco Voice over IP phones. Instructed unit leadership of network
capabilities and limitations.
CECOM Field Services Branch (EPS Field Services)
2010 - September 2013
Installer/Instructer

May

Served as a Battalion Command Post Node (BnCPN) Instructor/Installer (GS-12 Equivalent)

under EPS Field Services for the Communications Electronics Command Field Services Branch
(CECOM FSB) in preparation for BnCPN lot 10 & Win- T Increment 1a/1b. Trained and
supported over 200 multi-component personnel for the US Army on Baseband/Tactical
Satellite Communications for field IP communications equipment setup, operations and
maintenance in formal classroom and field environments. Provided Network Engineer,
Information Assurance, VoIP and Network Management support to the Warfighter. Installed
and configured the Cisco ASA 5500 series Adaptive Security Appliance in Multi-Mode using 5
virtual contexts and programmed Intrusion Prevention System (IPS) with the updated License
file and Signature definitions. Setup, configured, and maintained all COMSEC in the JNN and
BnCPN KG-175d (TACLANE micro). Installed, updated and configured the Cisco Unified Call
Manager with 4.3.2 and Cisco Backup and Restore feature. Setup and programmed LAN,
Element, and NODE Manager Platforms with SNMPc and SolarWinds Engineer Toolset.

EDUCATION
Wake Technical Community College
January 2015 Present
Networking Technology and Information Systems Security A.A.S. Degree