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James Ce

James Ce

IT OS X Desktop Support and Server Administration (via NeedMacHelp)

Campfire

New York, NY

IT OS X Desktop Support and Server Administration

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Campfire

IT OS X Desktop Support and Server Administration (via NeedMacHelp)

• Rebuilt server room; conquered mountain of tangled cables & leased Linux servers and installed rack-mounted Xserve and SANs. Mounted switches & bound cables. New space is clean, organized & easy to troubleshoot.
• Trained their office manager to rotate backup drives, create new users and modify their permissions, empowering her to run 90% of IT tasks without assistance.
• Moved from hosted Exchange 2003 to Google Apps, giving them reliable email & collaborative calendaring solutions and saving over $20,000 a year.

Career medium 03
Career
Career medium 03

Talbots

IT OS X Desktop Support and Server Administration (via NeedMacHelp)

• Advocated for network & systems improvements for Mac clients embedded within Active Directory networks.
• Recommended Exchange 2003 policies to minimize data loss from Entourage’s common database corruption.

Career

Stag & Hare

IT OS X Desktop Support and Server Administration (via NeedMacHelp)

• Setup WebDAV on OS X server to allow secure, remote file-sharing without the hassle of hardware VPN systems.
• Created rotating external hard drive (xHD) offsite backup system that insures disaster recovery of data no more than a week back (their constrained uplink bandwidth made cloud hosted offsite solutions impractical).

Career medium 06
Career
Career medium 02

Cake Factory

IT OS X Desktop Support and Server Administration (via NeedMacHelp)

• Designed server & network optimized for high-speed access of large camera RAW files. Enabled photographers to shoot directly to the server. Reduced client’s costs by 50% and increased file-sharing performance 10-fold.
• Tutored color management workflows; calibrated output to Epson Stylus Pro 4880.

Career

NeedMacHelp

Senior Macintosh Support Specialist

• Scored 98.84% on Apple Certified Support Professional 10.6 exam.
• Specialize in moving clients from a "(wait for it to) break / (before you issue a) fix" mentality to short-term & long-term IT planning strategies –– iteratively upgrading their equipment & systems before problems occur.
• Explain high-level technical concepts & IT theory in easy to understand English and common metaphor.
• Implement software deployment systems using Carbon Copy Cloner & Casper Suite's Composer; reduce turn-around of new setups from 8 hours to less than 1, standardize software, & simplify license management.
• Create simple asset tracking databases for polling age of equipment, cost tracking and upgrade planning.
• Simplify server setups, emphasize self-maintaining & automated configurations; empowering non-technical office managers to maintain systems and configure user permissions without assistance.

Career medium 05
Career
Career medium 03

Personal Genius, LLC

Managing Member

Consultancy providing bespoke Apple-focused IT solutions for NYC creative professionals.

• Setup wired / wireless network for 10-person SoHo public relations (PR) company & co-located 8-person digital agency, allowing them to securely share a single TimeWarner WideBand internet connection.
• Created Dropbox Teams file-sharing solution for 6-person West Village PR company, allowing them to collaborate on documents while working from remote locations.
• Setup FileMaker server for 4-person Chelsea gallery for global access to their database from their mobile devices.
• Tutored home user in Microsoft Word, empowering her to finish her post-doctoral ESL teacher certifications.

Career

Speakeasy Internet

DSL Sales + Customer Support

Telephone sales + installation support for new DSL customers (150,000+ users)

Career medium 03

Big Spaceship

IT OS X Desktop Support and Server Administration (via NeedMacHelp)

• Replaced firewalls & servers, simplified share point setups and tightened security. New server's thunderbolt storage increased access speeds of AFP shares 10-fold.
• Implemented Dropbox-based cloud backup of Big Spaceship's server data; wrote BASH scripts to stop / start Dropbox while local backups run & fix permissions. Provides offsite backup & near-immediate disaster recovery.
• Redesigned network wiring, selected vendors & oversaw installation; tripled throughput, with uptime over 99%.
• Designed AppleTV-equipped conference rooms, empowering users to conduct presentations wirelessly by mirroring their notebooks to the tv.
• Researched ISPs available in DUMBO; found symmetric solution that exceeds current & future bandwidth needs for less than 1/2 the cost of a T1 line.

Career

BoomBox

IT OS X Desktop Support and Server Administration (via NeedMacHelp)

• Created Crashplan server offsite backup solution hosted at macminicolo.net facility. System is self-maintaining & disaster recovery can be accomplished via FedEx overnight.
• Managed vendor support of VOIP networks; resolved issues with phones, network wiring, and call-quality.

Career medium 01
Career
Career medium 06

Anomaly

IT OS X Desktop Support and Server Administration (via NeedMacHelp)

• Administered OS X server; rotated offsite backup tapes.
• Converted from POP-only email to hosted Kerio solution, adding mobile access & collaborative calendaring.

Career

Eastwest Marketing Group

OS X Help Desk

Resolution of daily hardware + software help desk issues on production systems for staff of over 100.

• Cleared three-month IT backlog in my first week.
• Implemented clone-based deployment solutions to speed setup of new systems.
• Administered OS X Servers and a Windows 2003 Server Citrix Server.

Career medium 02
Career
Career medium 05

RealNetworks

E-commerce Deployment System Development

Designed & coded a BASH-based command-line tool to manage and deploy website updates from 14 separate teams working within an interdependent platform for Real.com’s e-commerce production environment.

• Automated the checking of project code against other projects & dependencies, copied files to servers and processed SQL updates into test or production environments.
• Written in BASH; integrated with CVS, preexisting PERL scripts, rsync, SQL and built-in *NIX services.
• Distilled down to single-line interface propagating updates to a complex network of over 100 servers.

Career

RealNetworks

Technical Support Lead, RealPlayer (worldwide)

Worldwide third-tier support lead and Development Team Liaison for RealPlayer. Set priority for fixes to improve customer experience and documented known issues in customer-facing knowledge-base.

• Mentored first & second tier engineers in four global outsourced support agencies on contact handling and troubleshooting logic and skills.
• Trained new second-tier email support team in India to handle escalated requests, clearing our third-tier backlog.
• Re-wrote100 top-accessed knowledge-base articles for readability, dramatically decreasing click-thru.
• Created 94-point list of fixes for RealPlayer Macintosh; all were implemented in the first OS X release, addressing over 90% of the common customer support requests.

Career medium 05
Career
Career medium 03

Keane

Adobe Photoshop + PageMaker Technical Support

First & second tier telephone technical support for Adobe’s Photoshop + PageMaker users.

• Technical lead of pilot second-tier PageMaker support group coaching teammates, proving to Adobe that tier II support could be effectively outsourced and save on their annual support expenses.
• Subject matter expert for color management + calibration.
• Isolated + reported Mac OS 8.6 / PageMaker conflict crash; briefed Adobe technical evangelists who were on a national tour with Apple evangelists at the time. Apple released patch soon after.

Career