James Houda
Gilbert
Summary
Proven leader that thoughtfully builds and mentors high-performing teams with a drive to deliver remarkable results. Extensive experience in strategic planning to meet the needs of daily IT functions and create solutions for complex projects. Committed to providing outstanding service by leveraging a strong technical background, excellent communication, and a deep sense of collaboration.
Overview
14
14
years of professional experience
Work History
Supervisor, IT Services
American Airlines
11.2020 - Current
- Lead 13 technicians who support a corporate environment as well as 44 airports across the western region of the U.S. in daily IT services.
- Collaborate with airport and business leadership to deliver a wide variety of IT projects such as WAN/LAN upgrades, OS upgrades, hardware refreshes and MPS deployments.
- Integrate and deploy IT operations and tech systems for large airline merger to achieve comprehensive and efficient platform solutions while minimizing disruptions.
- Assist users with software/hardware installs, upgrades, and maintenance of over 3,000 computer systems and over 7,000 total devices.
- Manage IT staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.
- Develop and maintain an enterprise wide self-service ticketing solution to increase efficiency in SLA, MTTR and cost reductions.
- Focus on creating a team-oriented, collaborative environment with DEI initiatives.
Sr Technician, IT Services
American Airlines
05.2014 - 11.2020
- Responded to problems reported by customers by troubleshooting and resolving hardware and software issues.
- Installed new systems and parts with efficient approach.
- Diagnosed and repaired hardware, software and network issues to mitigate disturbances.
- Evaluated employee performance and coached and trained to improve weak areas.
- Responded to customer inquiries quickly and professionally to increase satisfaction.
- Installed, configured and upgraded computer systems and peripherals to perform better and minimize security threats.
- Provided technical support and maintenance services for range of computer hardware and software.
- Monitored workflow to improve employee time management and increase productivity.
- Replaced faulty components on computer systems and performed preventive maintenance to secure smooth operations.
- Supported numerous IT devices, such as Dell and HP Computers, Samsung Monitors, Cisco/Aruba network switches, HP Printers, Kiosks, AV Equipment, Oki data Printers, Vidtronic Printers, SCCM Servers, and a Mocca Telecom environment.
Mobile Device Analyst
American Airliunes
11.2012 - 04.2014
Technical Specialist
Apple
05.2010 - 11.2012
Education
Bachelor of Arts - Film
Arizona State University
Tempe, AZ12.2012
Skills
- Automation
- Computer Hardware Knowledge
- Managing Service Level Agreements
- Teamwork and Collaboration
- Organizational Skills
- Hardware and Software Configuration
- Network Administration
- Excellent Customer Service
- Microsoft Office
- Windows 11
Timeline
Supervisor, IT Services
American Airlines
11.2020 - Current
Sr Technician, IT Services
American Airlines
05.2014 - 11.2020
Mobile Device Analyst
American Airliunes
11.2012 - 04.2014
Technical Specialist
Apple
05.2010 - 11.2012
Bachelor of Arts - Film
Arizona State University
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