Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Timeline
Generic

James Canty

San Diego

Summary

Dynamic IT Service Desk Lead at San Diego Unified School District, adept at optimizing incident management processes and enhancing team performance. Proven track record in network troubleshooting and fostering collaboration, while effectively communicating with stakeholders to ensure swift resolution of high-priority issues. Committed to continuous improvement and team development.

Experienced IT professional ready to lead service desk operations. Proven track record in managing technical support teams, resolving complex issues, and optimizing service delivery processes. Strong focus on collaboration, reliability, and adaptability to changing needs. Skilled in troubleshooting, incident management, and customer service, ensuring efficient and high-quality outcomes.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Information Technology Service Desk Lead

San Diego Unified School District
10.2009 - Current
  • Mentored junior team members, fostering a collaborative and supportive work environment.
  • Developed and implemented new processes to improve incident management and reduce resolution time.
  • Developed strong rapport with key stakeholders, including clients and senior management, through regular communication and status update meetings.
  • Managed high-priority incidents, ensuring timely resolution and minimal impact on business operations.
  • Provided ongoing training opportunities for team members to develop their skills and stay current with changing technologies.
  • Standardized documentation procedures for improved consistency, accuracy, and ease of access in troubleshooting steps.
  • Optimized resource allocation by analyzing workload distribution data, ensuring balanced assignments across the team.

U.S. Border Patrol Agent

U.S. Department of Homeland Security
08.2007 - 08.2009
  • Utilized infrared scopes during nighttime surveillance to detect presence of unauthorized people attempting entry into United States.
  • Processed undocumented aliens at border patrol stations and furnished case resolution details to resolve immediate situations.
  • Detected and prevented terrorists and terrorist weapons from entering country.
  • Searched farms, ranches and urban sites to locate and apprehend people attempting illegal United States entry.
  • Communicated with [Language]-speaking undocumented aliens and smugglers to obtain information and issue verbal commands.
  • Partnered with aircraft-based law enforcement agents to find and apprehend ground-based undocumented aliens and people smugglers.
  • Rendered necessary medical assistance to undocumented aliens and arranged transport to medical facility in emergency situations.
  • Monitored surveillance equipment to detect illegal activities along the border efficiently and effectively.
  • Managed checkpoints efficiently by directing traffic flow, verifying travel documents, and ensuring compliance with immigration laws.
  • Validated immigration documents, asked questions and reported discrepancies to authorities for further review.
  • Developed, planned and participated in tactical operations.

Education

Emergency Medical Technician (B) Certificate -

National University
San Diego, CA
06-2024

High School Diploma -

University City High School
San Diego, CA
06-1986

Skills

  • Network troubleshooting
  • Remote support
  • Service desk operations
  • Team management
  • Customer service
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Incident management
  • Excellent communication
  • Organizational skills
  • Self motivation

Affiliations

  • CERT San Diego (SDFD)
  • SD County Disaster Service Worker

Certification

  • CPR for Healthcare Providers Certificate (2024)
  • Licensed Emergency Medical Technician (b) - 2024
  • CA DMV Ambulance Driver Certificate (2024)
  • IS-100.C Certificate
  • IS-200.C Certificate
  • IS-700.B Certificate
  • IS-800.D Certificate
  • L-180 Human Factors in The Wildland Fire Service
  • S-110 Basic Wildland Fire Orientation
  • S-130 Firefighter Training
  • S-190 Introduction to Wildland Fire Behavior
  • S-00230.e Fundamentals of Emergency Management
  • AWR-111-W Intro to EMS CBRNE Events
  • AWR-160-W WMD-Terrorism Awareness for Emergency Responders
  • IS-5.A - Introduction To Hazardous Materials certificate
  • SEMS G606


Timeline

Information Technology Service Desk Lead

San Diego Unified School District
10.2009 - Current

U.S. Border Patrol Agent

U.S. Department of Homeland Security
08.2007 - 08.2009

Emergency Medical Technician (B) Certificate -

National University

High School Diploma -

University City High School

Similar Profiles

CREATE PROFILE
James Canty