James D. Vaughn
Mail: 106 Todd Lane, Stroudsburg, PA 18360
Phone: 570-417-3933
Email: vaughn.james.d@gmail.com
Key Accomplishments:
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Serve as a key member of software support team, eliminating software support costs by
close to $200,000.
Engineer, implement, and support email synchronization framework for remote
business communications at senior management and field representative levels.
Perform a working supervisor role: task delegation, performance evaluation, mentoring,
and interviewing.
Fifteen years of providing people with fast, friendly technical assistance.
Key Skills and Certifications:
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Customer-centric technical support
Strong attention to detail
Passion for understanding
technology from a business
perspective
Vendor and contractor management
Strong proponent of continuous
improvement methodologies such
as “Kaizen”
MS Server NT – 2008 R2
MS Windows 95 – 8.1
MS Office 97 – 2013
Cisco wired and wireless networking
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LAN and WAN troubleshooting
Ubuntu Linux desktop
IT Project Management
Business Analysis
Oracle ETL and business intelligence
tools
PL/SQL and MySQL
Siemens copper and fiber cabling
(2011)
Cisco CCNA (2010)
Network+ (2009)
CompTIA A+ (2000)
Employment History:
IT Support Engineer II
Amazon Fulfillment, Inc., Hazleton, PA
Aug 2011 – Present
 Provide technical support for 2000+ associates.
 Participate in and support “kaizen” activities as part of Amazon’s continuous
improvement philosophy adoption.
 Participate in on-call rotation with other support engineers.
 Perform core network infrastructure activities including equipment racking, cabling, UPS
support, and alarm monitoring.
 Perform stacking, configuring, troubleshooting, and upgrading of Cisco switches and
access points.
 Provide telecom support for IP desk phones.
 Conduct phone and in-person interviews for open IT positions.
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Install, terminate, and test CAT5e/6 network cabling according to Siemens cabling
specifications.
Participate in new Amazon fulfillment center build-outs.
Provide technical direction and mentoring for Jr. technicians, equipment coordinators,
and IT seasonal helpers.
Attend daily meetings with operations leaders as part of maintaining interdepartmental
communication and identifying opportunities for continuous improvement.
Delegate trouble tickets and project tasks to Jr. technicians.
Utilize PL/SQL, Oracle ETL Manager, and Oracle business intelligence tools to gather
Remedy ticket metrics.
Serve as a level-1 approver for IT change management requests.
Design and deliver classroom training for onboarding technicians and support engineers.
Network Technician
Northeast Data, Tunkhannock, PA
Apr 2010 – Aug 2011
 Perform remote hands and eyes router and switch support on behalf of British Telecom
and Hewlett-Packard network engineers.
 Provide project assistance and coordination for the IT Director and Technical Lead.
 Utilize scissor and boom-lifts as part of wireless infrastructure support and maintenance.
 Assist end users in diagnosing technical issues for service desk queue routing.
 Create, respond to, and escalate technical support tickets as necessary to the proper
support groups.
 Troubleshot network infrastructure, including copper, fiber, and wireless media.
 Perform regular maintenance on IDF & MDF cabinets and maintain configuration
documentation.
 Configure and troubleshoot Cisco Catalyst switches and Aironet access points.
Contract IT Support Technician
Paladin Consulting, Inc., Dallas, TX
Nov 2009 – Apr 2010
 Provide general technical support and IT services at Kraft Foods, under the direction of
Hewlett-Packard IT staff.
 Image, configure, and troubleshoot tablet PCs for the IT staff.
 Receive, configure, and activate Motorola PDA’s for sales and field support employees.
 Create and maintain technical documentation of all work performed for knowledge
transfer within the department.
LAN Specialist
Preferred Mutual Insurance Co., New Berlin, NY
Nov 2003 – Mar 2009
 Engineer, implement, and support remote e-mail access project, connecting Intellisync
server, Lotus/Domino software, and Windows-based PDAs.
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Provide all levels of technical support for 250+ end users.
Function as the primary contact for Verizon Wireless B2B sales, and as the primary
contact within the company for all cellular device purchases and technical support.
Develop and participate in the documentation, enhancement, disaster planning, and
maintenance of the IT infrastructure.
Translate complex technical concepts and jargon into simple, understandable
terminology for end-users as part of technical support.
Develop digital and physical training materials, coordinate training schedules, deliver
stand-up instruction, and conduct follow-up technical support.
Research, evaluate, and deploy new computer network equipment and desktop
applications.
Work closely with vendors to evaluate new hardware and software that enhance
existing system capabilities and align with long-term business objectives.
Maintain current and accurate records of procedures and modifications performed in
BMC Help Desk database.
Modify and customize BMC Help Desk database to better document IT inventory and
end-user issues.
Field Installation Technician
Strategic Communications Services, Lewisberry, PA
Jan 2001 – Oct 2003
 Install and maintain Nortel digital and analog cellular equipment, Proxima microwave
equipment, AC-DC power conversion units, and cell site battery backups.
 Work with RF Engineers on wireless broadband projects to determine line-of-site
integrity, RF signal strength, antenna placement, and required IP address range.
 Install T1 data lines and performed bit error rate (BER) tests using T-BERD T1 error
detection equipment.
 Provided field support for new cell site construction to include equipment delivery and
installation, site power-on, and radio optimization (drive test).
 Verified cellular equipment, antenna lines, and antennas using HP 8921A Cellular test
set, Fluke multimeter, T-Berd T1 channel monitor, and SiteMaster line sweeper.
 Experienced with telecom tools, including split 66 punch down blocks, punch-down tool,
wire wrap tool, RJ-45/RJ-11 crimping tool, soldering iron, tone generator, and Telco butt
set.
PC Support Technician
Hoss’s Steak & Sea House, Duncansville, PA
Jun 1999 – Oct 2000
 Provide technical support for Hoss’s corporate office and restaurant locations.
 Provide on-site and telephone support of computer and administrative issues.
 Compile financial reports for day, week, and accounting periods.
Education:
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B.A.S Computer Information Systems in Business, Bellevue University. Oct 2007 – Aug
2008
A.A.S Computer Science - Networking Track, Allegany College of Maryland. Sep 1996 –
May 1999