Customer Service Active Directory
Resume:
Charles J. Alexander
**** ****** *** #** . *** Angeles . CA . 90025
*******************@*****.***
QUALIFICATIONS
. 15 years of experience with Information Systems
. Extensive experience with MS Windows 2003-2008 Server, Windows XP, and
Windows 7 OS.
. Extensive experience with Active Directory, DNS, Group Policy and
Microsoft Exchange 2007.
. Extensive experience with Google Apps (Gmail, Drive, Groups, Admin
Control Panel)
. Deep understanding of VMware ESX Enterprise implementations
. Very strong organization, communication, problem solving, and time
management skills.
. Familiarity with ITIL Standards and their practical implementation and
use
. Expert knowledge of Cisco Voice Solutions (Call Manager, Unity,)
. Extensive knowledge of 24-7 implementation and management of
information technology support operations to include help desk, Call-
in support and work priority management.
. Strong documentation, planning, design, implementation, support,
maintenance, monitoring and capacity planning of all aspects of an
enterprise Microsoft-based environment..
. Excellent customer service/interpersonal skills.
PROFESSIONAL EXPERIENCE
Edmunds.com 2/7/2000 - Present Santa Monica, CA
System Administrator 6/2009 - 6/2013
. Managed, monitored and maintained over 100 Windows 2003/2008 servers,
including Active Directory and Exchange 2007, Symantec Anti-Virus
10.x, Blackberry Enterprise Server 4.1, VMware ESX server 4.1, Cisco
Call Manager 7.1
. Planned and executed recurring system maintenance tasks, including the
patching of operating systems (WSUS), conducting system security
audits, Group Policy Object for desktop customization, and full
utilization of NetBackup to ensure no data loss.
. Successfully planned and migrated Active directory 2003 to Active
directory 2008R2.
. Successfully planed and migrated 500 plus user mailboxes from Exchange
2007 to Google Apps (Gmail, Groups, Drive)
. Responsible for resolving multi-site server issues in an 24/7
environment
. Extensive experience in installation & administration of Windows
2003/2008R2 Domain Controllers, Active Directory Design &
Architecture, Group Policy Objects, File/Print, DHCP, DNS Services
. 2nd Tier support and mentor for Jr members of the team
. Set SLA driven performance requirements within vendor / client
operations
Junior System Administrator 6/2007 - 6/2009
. Handled server side configurations, backups, and administration of
Exchange 2003.
. Maintained vendor relations, purchasing, and dealt directly with 3rd
party service providers
. Performed basic telephone move, adds, and changes using Cisco Call
Manager 4.1.
. Offered technical support and training to over 70 users for the
following: MS Word 2007, Excel 2007, and Outlook 2007.
. Performed administrative tasks such as adding printers, creating
Exchange e-mail & Active Directory accounts.
. Responsible for all Desktop machine configurations and repairs.
. Asset management for all software licenses within the company.
. Assisted with migrating Legacy Windows 2000 Active Directory Domain
and subdomains to a new single Windows 2003 Active Directory Domain
using Quest Software tools
. Assisted with migrating Exchange email accounts from legacy AD Domains
to newly created Domain while retaining users' information such as
Inbox, Calendar and Notes
Senior Service Desk Technician 09/2005 - 06/2007
. Answered, evaluated, and prioritized incoming telephone, e-mail, and
self-service requests for assistance from users experiencing problems
with hardware, software, networking, and other computer-related
technologies
. Basic Windows administration tasks, such as resetting passwords and
Group Membership
. Responsible for documenting every call in the Service Desk tracking
system and prioritizing according to the severity of the problem
. Installed, configured, and maintained computers, computer related
peripherals, software and network connectivity
. Answered questions from users concerning browser setup and settings,
hardware and software applications, including custom applications and
general Inter/Intranet and website usage questions
. Made use of remote control software to troubleshoot & repair computer
issues
. Trained users on software and hardware, as required
. Installed/configured systems with standard Windows operating systems
and related applications including Microsoft Office productivity
applications, anti-virus, etc.
. Deployed new computer equipment as instructed
. Performed basic network troubleshooting to isolate and diagnose common
network problems
Service Desk Technician 02/2000 - 09/2005
. Answers, evaluates, and prioritizes incoming telephone, e-mail, and
self-service requests for assistance from users experiencing problems
with hardware, software, networking, and other computer-related
technologies
. Responsible for documenting every call in the Service Desk tracking
system and prioritizing according to the severity of the problem
. Installs, configures, and troubleshoots computers, computer related
peripherals, software and network connectivity
. Answers questions from users concerning browser setup and settings,
hardware and software applications, including custom applications and
general Inter/Intranet and website usage questions
. Install/configure systems with standard Windows operating systems and
related applications including Microsoft Office productivity
applications, anti-virus, etc.
. Deploys new computer equipment as instructed
Ware force Manhattan beach, CA
Field Technician 10/1999 - 12/1999
. Field Technician for various different companies in Southern
California
. Responding to trouble calls to resolve hardware, software and
connectivity problems.
. Installing and upgrading hardware and software.
. Maintenance and support for Window 95, 98 and NT workstations.
Networld Solutions (Teksystems) Irvine, CA
Field Technician 09/1998 - 08/1999
. Major rollout migration project for Los Angeles Unified School
District. Over 3000 + Desktops Rollout across the City.
. Exhaustive Installing and configuring workstation and use of Ghosting
Software for Desktop Rollouts.
. Troubleshooting hardware, software, and networking hardware token ring
and Ethernet
. Technical Support of Windows 95 and Windows NT 4.0 workstations and
customer service.
. Migration of Novell 2.2 to Window NT 4.0 Servers.
Education & Professional Development
New Horizons Training Center
. Completed Exchange 2010 courses
. 10135 Configuring, Managing and Troubleshooting Microsoft
Exchange Server 2010
. Completed Active Directory courses
. 6425 Configuring and Troubleshooting Windows Server 2008 Active
Directory Domain Services
. Completed VMware classes
. 35469 VMware vSphere 5: Install, Configure, Manage
United Education Institute Los Angeles, CA
. Diploma in Computer Networking
California State University of Dominguez Hills Los Angeles, CA
. General Education Classes
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