Customer Service Active Directory

Thomas J Jonas

New Albany, Ohio ***** zzptit@r.postjobfree.com 614-***-****

IT Support Specialist

OBJECTIVE: Technical support position with an established company.

Highly skilled professional with 10 plus years of experience that incorporates computer knowledge and service skills with outstanding customer service. I offer unique experience and organizational skills and reputation for being proficient, dedicated, adaptable and flexible individual.

PROFESSIONAL SUMMARY

● CompTIA A+ Network + and MCDST Certified Microsoft Professional

● Experienced in monitoring, configuration and administration of multi-platform Windows environments

● Resolved hardware issues including hard drives, memory, modems, monitors and printing problems

● Skilled in configuration and deployment of laptops, desktops and mobile device including virtual systems.

● Create and maintained Active Directory users, OU policies and TCP/IP, DNS, WINS and DHCP functions

● Experienced with install and setup various Microsoft Office Suites and Web based applications

● Skilled in Windows XP, Windows 7 setup and imaging, deployment and Windows server administration

● Troubleshoots and repairs computer systems and peripheral equipment

● Strong oral and written communication skills

TECHNICAL EXPERTISE

Tools: Word, Excel, Access, PowerPoint, Outlook, MS Visio, ARC serve & Symantec backups, MacAfee antivirus, Symantec Antivirus, TCP/IP, DNS, WINS, Active Directory, Remote Desktop and Remote assistance, Mobile device support (Blackberry, Droid), VCN and VPN Access, WSUS, MS Exchange and SQL server, Altiris management, Novell systems, Lotus Notes email, Remedy, Peregrine, Vulcan, HelpStar and Spiceworks document solutions, Surf Control - WEB filter, Solar Winds – Net Monitor, Windows PowerShell

OS: Windows 98 and XP, Windows Vista, Windows 7, Windows 2000, Windows 2003, Windows 2008, Linux

Hardware: HP, Dell and Lenovo laptops and desktops, HP, Dell and IBM servers, Citrix, VMware and EMC NAS systems

PROFESSIONAL EXPERIENCE

Macintosh Company Hilliard, Ohio April 2011 to Present

Help Desk Analyst (Contract)

● Accept user calls and document problems, resolve via phone or Altiris remote assistance.

● Resolve users’ hardware and application problems, printing and network resource problems.

● Maintain and create new user, computers and printers via Active Directory functions

● Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, and computer peripherals.

● Run Altiris to image user systems, setup encryption, install programs and perform user data recovery.

● Manage helpdesk calls via HelpStar tracking systems to submit and document user problems.

JPM Chase Bank Columbus, Ohio January 2011 to April 2011

Global Technology Support (Contract)

● Troubleshoot user problems using remote assistance or remote desktop to provide quick user solutions.

● Resolve user application problems, printing errors and network shared resources problems.

● Documents, tracks, and monitors the problem to confirm a timely resolution using Peregrine tracking systems

● Image and setup user systems, setup encryption, install programs and perform user data recovery.

● Provide solutions for users with networking, remote access, VPN, and wireless access problems.

● Resolve hardware and software problems for desktops, laptops and VDI Devin virtual workstations.

● Monitor, test and maintain user programs and systems in a Windows Network environment.

Time Warner Cable Columbus, Ohio August 2010 to December 2010

TIER 3 Client Support (Contract)

● Setup customers with Static IP, Email, Smart drives, Web Hosting and Wireless services.

● Provides customers support using Remedy, ICOMS, IPMT and DOCSIS and ATG tools.

● Remotely setup new customer modems and perform remote diagnostics to resolve problems.

● Assist Provisioning department to disconnect and remove expired customer contracts.

PNC Bank Call Center Whitehall, Ohio March 2010 to July 2010

Bank Systems Client Support (Contract)

● Provided Tier 3 desktop support services using PNC AS400 Spirit system.

● Respond to customers phone calls for account management and account setup problems.

● Resolve customer problems for Online Quicken and QuickBooks setup and bank services.

Veterans Affairs Clinic Columbus, Ohio March 2009 to March 2010

VA Patient Technical support (Contract)

● Respond user support calls, document and escalate problems as needed

● Troubleshoot user problems using remote desktop or VNC access.

● Manages and document patients’ records using government VA Vista systems.

● Extended technical help to manage documents in Prosthetic department.

Guardian Industries, Worthington, Ohio August 2007 to February 2009

Systems and Desktop Administrator

● Install setup and maintain Windows 2000 & 2003, Citrix Metaframe, SQL and VMware servers.

● Supported over 25 local servers and over 200 thin client workstations in company satellite locations.

● Administer network infrastructure with Active Directory, DNS, WINS, DHCP and TCP/IP functions.

● Provide ongoing help desk support for Windows XP and Windows 7 desktop and laptop users.

● Troubleshoot and repair hardware issues including hard drives, memory, monitors and printers.

● Install new updates and security patches for servers and desktops using WSUS system.

● Maintain servers and networking maps and software and hardware licenses.

● Manage ARC server backup and Symantec antivirus operations for company servers.

Sarcom Inc, Lewis Center, Ohio July 2006 to August 2007

Infrastructure Support Admin

● Provided escalated help desk support for internal clients using LANDesk system

● Troubleshoot and repair servers & desktops hardware and software problems

● Setup and install new virtual servers and desktops using P2V software

● Maintained Windows 2003 Exchange servers with over 300 email clients

● Installed and maintained Symantec anti-virus support with over 300 clients

Valley Ford Trucks, Cleveland, Ohio March 1999 to July 2006

Systems Management and Support

● Install & setup new Dell Power Edge servers for MS Exchange and file servers

● Setup and maintained new Wireless Network services for the warehouse users.

● Install new cables and troubleshoot network infrastructure for company clients

● Setup and maintained Microsoft Active Directory, DNS, DHCP and WINS functions

EDUCATION

ICM – Institute of Computer Mgmt. (Kaplan College), Cleveland, Ohio Computer Science coursework

Cuyahoga Community College, Parma, Ohio – Computer programming coursework

CSU – Cleveland State University, Cleveland, Ohio - Computer Management coursework

New Horizon Computer Learning Centers, Dublin, Ohio - Computer Certifications

PROFESSIONAL TRAINING:

● CompTIA A+ Network + MCDST certs

● Windows 2000, 2003 & Windows 2008

● Windows 98, XP, Vista and Windows 7

● MS Office Functions & Features

● DNS - Domain Names Services

● LAN/WAN/Ethernet Security

● TCP/IP & IPX/SPX protocols

● VM WARE concept and solution

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