Manager Active Directory
Resume:
Jamaal Sandy ** Cantiague Lane
Westbury, NY *****
*****@*******.***
EXPERIENCE Hardware
Sam Ash Corporation Skills
May 2013-June 2013
Helpdesk Technician/Desktop Support -Dell and
Lenovo
Used Trakit ticketing system to log in trouble calls. desktops
Imaged desktops and laptops to be sent to other stores using Acronis -Dell, Lenovo
Snap Deploy 4. & Toshiba
Removed spyware from machines. laptops
Added hardware to computers such as RAM and local scanners. -HP, Xerox
Inventoried computers and POS equipment when returned back to home Phaser, and
office. Dell printers
Troubleshoot email issues such as Outlook 2010, HP scanning software. -Blackberry,
Installed and troubleshooted Windows XP and Windows 7. Ipads,
Provided Desktop Support to end users on issues that couldn't be IPhones.
resolved by phone. -Projectors
for
conferences
Innovative Technology Solutions
November 2012-February 2013
Field Service Engineer OS Skills
Project 1: NSLIJ Lenox Hill Hospital -Windows 95
Hardware Support Technician - Dos 6.22
- Windows XP
- Windows 7
Used CA ticketing system to log in trouble calls. -Windows 2000
Replaced printer hardware such as fusers and toners. - Windows 3.1
Replaced USB keyboards and mice when determined parts were bad. -Active
Directory via
Server 2003 &
2008
Project 2: Lutheran Medical -Unbuntu 12
Helpdesk Technician
Used Altiris Helpdesk ticket system to log in helpdesk calls.
Reset users' passwords using Active Directory and Hitachi Password Software
Manager. Skills
Escalated high priority calls to Level 2 techs and management when
appropriate. -DHCP, WINS,
Edited VB scripts to add printers to users' profiles. DNS
-Microsoft
Office 2003
Project 3: MSC Industrial Supply and 2010
Helpdesk Technician -Microsoft
Exchange
Used Active Directory to unlock passwords and re enabled AD & Citrix Manager
accounts. -DameWare Mini
Used Citrix Console to log users out of hung sessions on different Remote 7.5 & 8
servers.
Used AS 400 to unlock users' accounts, terminals, and restarted print -Tight VNC
jobs. 1.3.6
Added proxy settings to users' profiles in Active Directory and -Acronis True
Internet Explorer. Image 2011
Unlocked user's accounts via AT & T Global VPN. -Symantec
Used CA as ticket system to log in Helpdesk calls. Backup Exec
client 2010
-Symantec
Ghost 11
-Team Viewer
The NPD Group October 2007-July -BMC Remedy 6
2012 and 7.5
Desktop Support Professional/ Helpdesk Technician -Cisco VPN
4.80 and 5.x
Coordinated with outside vendors such as Lenovo and Dell to replace -BMC Marimba
laptop and desktop parts under warranty, which included RAM, SATA hard AS 400
drives, system boards and LCD'S. -Altiris
Reimaged laptops back to company standards using Symantec Ghost 11 and Helpdesk
migrating back users' data to new hard drives. Govern Lan
Successfully removed spyware and other viruses by using Malware Bytes, -Symantec PC
Kaspersky Rootkit remover, and McAfee Antivirus. Anyware
Worked with McAfee Endpoint Encryption by decrypting hard drives with
Bart PE when Operating Systems were corrupted and needed rebuilding.
Worked with different laptop platforms such as Lenovo T420, Lenovo
T410, Lenovo T400, Lenovo X201 & X220. Parts replaced included SATA
hard drives, CD ROM, memory, also LCD's, system boards and keyboards.
Removed paper jams and changed toners on various printers which
included HP LaserJet 1100, 1050, 8000, Color LaserJet 4700, C2500,
Phaser 8650 and Phaser 8400.
Worked with outside vendor Comservco USA to fix printers that Desktop
Support escalated such as rollers, fuser, and the assembly tray.
Supported conference rooms by setting up projectors and also TV's for
meetings.
Supported remote users by using remote software and coordinating with
remote techs in different offices or having end users send their
laptops to our main office.
Setup users' wireless routers in our office for users to use at home.
Troubleshoot emails issues on devices such as blackberry, IPads,
IPhones, and Android phones by resynching them with Exchange.
Helped migrate users from Windows XP to Windows 7 by using customized
Ghost images and transferring users' data over.
Troubleshoot blue screens by rebuild of OS and replacing parts such as
memory and hard drives when determined that was the cause. Answered
phones in the Helpdesk daily to assist end users on a timely manner.
Migrated users from Office 2003 to Office 2010 using BMC Marimba and
the Active Directory groups specified. Verified users' personal folders
and nk2 file were transferred over and sent over training documents
from management to assist with Office 2010.
Troubleshoot over the mailbox limit in Outlook 2010 by showing users to
create personal folders and specifying mail retention policies
incorporated by IT management.
Supported in house database Powerview 5.0 for internal and external
clients by answering data questions, reinstalling and repairing the
application when necessary.
Assisted the Data Center which included restores of files and
allocating backups of different servers using HP Data Protector.
Trained the Data Center Operators on helpdesk calls by creating
PowerPoint training documents to resolve issues.
Escalated tickets to other support teams when necessary such as
Networking, Server Team, Unix Support, Database team, and Sev1
Managers.
Used Active Directory in both Windows Server 2003 and 2008 to create
user accounts for new hires, generic mailboxes, reset users' passwords,
unlocked users' accounts. Also disabled accounts for terminations, made
name changes either by change of event or incorrect name specified.
Used Exchange Manager to create user mailboxes, generic mailboxes,
global distribution lists.
Supported and troubleshoot Cisco VPN 4.8 and 5.0.07 clients by
installing on laptops for users to work from home, also uninstalled,
reinstalled, and repaired when application was corrupted.
Used Cisco web based gui to create VPN accounts, reset passwords,
deleted accounts.
Installed and configured Avaya softphone for users that needed to work
remotely.
Supported remote users by using remote tools such as DameWare Mini
Remote 7.5, WebEx support Center, Teamviewer, and Tight VNC 1.3.6.
Entered all technical related issues in BMC Remedy version 6 and 7.5
Gave users rights to requested shares in Active Directory via Windows
Server 2003 and 2008.
Helped customized BMC Remedy 7.5 by creating templates consisting of
common trouble calls which made closing tickets more efficient.
Created wireless profiles on Dell Latitude laptops by using Intel
Proset.
Also upgraded users with new Lenovo laptop models from outdated laptops
currently out of warranty and gave performance issues.
American Home Mortgage October 2005-August 2007
Technical Support / Team Leader
Assist Level 1 and Level 2 agents with call resolution for any
difficult calls that were received which consisted of Cdocs, Office
2003, printer calls.
Trained new agents and ensured that all agents are kept up to date with
new Policies and Procedures.
Monitored Agent calls and trouble tickets to ensure proper call
handling and ticket documentation.
Sent companywide emails to various distribution lists on a daily basis
on behalf of the marketing departments.
Helped redesigned Heat ticketing system by creating templates
consisting helpdesk calls.
Also took helpdesk calls when call volume was very high.
Answered technical calls in a fast paced call center which included
Citrix calls, Office 2003, printer issues.
Used Heat ticketing system to log in every call that came into the
helpdesk.
Troubleshoot Citrix calls by deleting and re adding users on the Citrix
server.
Used DameWare Mini Remote to remote into users' machines and to
troubleshoot their issues.
Supported the Blackberry Server by adding, deleting users off the
server and resetting their activation passwords.
Escalated Helpdesk calls to other support teams which included the
Systems department, Unix Support team, Technical Application Support
Engineering teams when necessary.
Trained users on creating personal folders in Outlook 2003, creating
signatures for their outgoing emails.
Assisted with calls from C-Docs clients by having them disable popup
blockers to view their documents on our website.
Used Active Directory in Windows Server 2003 to give users rights to
shares.
EDUCATION
Bachelors in Computer Information Systems September
2000-September 2005
Briarcliffe College
Bethpage, NY
Certificate for Networking, A+, MCP August 1998-December
1999
Computer Career Center
Garden City, NY
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