Active Directory Service
Resume:
TOP SECRET CLEAREANCE, April *, ****
Ronnie Blocker
ab9g1v@r.postjobfree.com
Objective
Whether its VIP support or managing technicians, my objective is to solve complex networking problems
under pressure while exceeding customer's expectations.
Qualifications
• Windows 7 migration Desk-side Team Lead
• Responsible for managing a team of 5 technicians
• Responsible for coordinating and resolution of high priority customers with Win7 machines
• Coordinating with Microsoft engineers identifying\resolving recurring win 7 issues
• Responsible for 5000+ user base
Continuing Education and Certifications
Prince George Community College, Information Security, 2012- Present
Cisco Networking Academy, completed with 3.8 GPA, 2013
Cisco Certified Entry Networking Technician (CCENT), 2013
Comptia A+, 2006
Novell Netware Administrator, (CNA), 1996
Employment
DMI, Bethesda 6/1/2012-
Window 7 migration Service Desk Team Lead, Stood up the Windows 7 migration service desk
with three junior level technicians and trained them on how to handle service desk calls. I manage a group
of three technicians by assigning Windows 7 tickets and following up with customers to make sure
resolution is to customer satisfaction. In addition to training on troubleshooting steps, I created process
and procedures for handling and routing service desk calls and tickets in remedy. To help efficiently
handle calls, I instituted Windows 7 knowledge base for recurring issues. Created procedures for proper
customer follow up and making sure tickets include proper, detailed notes. Worked closely with the
Window 7 engineers to resolve migration issues like, file-block -exceptions and various security groups
that customer from various components need to be added to in order to accomplish their jobs. In addition
to managing the Windows 7 service desk, I coordinate with government representatives to resolve high
priority customer's issues by desk-side visits. While reducing a backlog of 150 tickets from the Windows
7 piloting program, my team has managed to keep our queue to less than 1% of the Windows 7 installed
base. As of right now, we have an installed base of 5,000 plus windows 7 machines on the network and
still have maintained less than 1% ticket count in our queue.
CAC International, Crystal City 10/2011 to 6/1/2012
Desktop Support Tier II Team Lead, I provided senior level tier 2 support by managing projects to
completion. Setting up and configuring new workstations (Nipr & Sipr). Creating new computer accounts and joining
computers to domain in Active Directory. Install and support Office 2007 and 2010 products. Troubleshoot all
network connection problems (wireless, Fiber, Ethernet). Installed and replaced non working computer hardware and
rebuild desktop machines. Experience deploying new workstations and hardware making sure all components are in
working order before leaving customer. Troubleshoot CAC, Certificate and user account problems.
CACI International, Crystal City 11\2009-
Desktop Support Tier II, provided senior level support to our customers. Setting up and configuring
workstations (Nipr & Sipr). Responded to work stoppages by troubleshooting and pinpointing possible resolution
solutions. . Install and support Office 2007 and 2010 products. Troubleshoot all network connection problems
(wireless, Fiber, Ethernet). install and replace non working computer hardware and rebuild desktop machines.
Experience deploying new workstations and hardware making sure all components are in working order before leaving
customer. Troubleshoot CAC, Certificate and user account problems.
NCI Systems, Crystal City 11/2008 to 11/2009
Tier II Desktop Support, I supported the Air National Guard by imaging, configuring and deploying new
Vista laptops & desktops and making sure deployment is seamless as possible. Making sure end users can access VPN
and Citrix. I troubleshoot DOD certificates and internal\external CAC readers. Troubleshoot Dell, HP and IBM
laptops. Creating new computer accounts and joining computers to domain in Active Directory. I support Office 2007
products. In addition, I troubleshoot all network connection problems (wireless, Fiber, Ethernet). I install and replace
non working computer hardware when applicable.
NGEN, Largo, Maryland 4/2007 to 8/2008
Helpdesk, Largo, Maryland, 2007 to Present. Provide remote technical and administration support to
NGEN’s clients. Troubleshoot network connectivity issues and end user applications.
Create/delete and disable user accounts in active directory. Resolve Outlook/Exchange
connectivity problems. Diagnose and resolve Office 2003/2007 problems. Perform
Server / Exchange 2003 troubleshooting and administering. Support end users accessing
their networks via VPN, Terminal Server and RDP. Blackberry support and
administration. Security monitoring and backup/restore jobs.
Certifications
Novell Netware 4.11 certified (1997)
Comptia A+ certified (2006)
Cisco Certified Entry Networking Technician (CCENT, 2013)
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