Customer Service Active Directory

William Donaldson

Desktop/System Support Specialist

********@*****.***

469-***-****

Objective

To obtain a Desktop/System Support Specialist position which would best

utilize my education and skills: Desktop/Support in a Windows Environment

. Operating Systems: Expert knowledge of Windows 2000/2003/2008 Server

Active Directory; Windows XP/Vista/7, Windows NT; (basic UNIX

knowledge); DOS.

. Software Packages: Microsoft Windows Server 2003/2008; Exchange

Server 2003 Installation & Configuration); Symantec Corporate/Endpoint

. Additional IT skills; TCP/IP, FTP; VPN; Telnet; SSH; DNS;; network

installation, maintenance, repair, and troubleshooting;

Firewalls/Proxy Troubleshooting

. Hardware Experience: HP, Workstations, Mac, PC's, IBM, Switches,

Modems, Laptops

PROFESSIONAL EXPERIENCE

HCFS, Inc.

Frisco, TX May 2013 -

present

Desktop/Support System

. Configure iphones, ipads Email, Internet,VPN, Home Networks, Network

Printers

. Hands on PC builds

. Deploying images using Norton Ghost

. Maintain Firewall/update policies

. Maintain/Update Equipment list via Sharepoint

. Troubleshooting apps via The Cloud

. Configure Static IPs

. Supported Network and servers including Windows 2000/2003 Active

Directory

. Deploy and install IP phones to desk (Update phone List via Allworx

Database)

Amerisource Bergen

Frisco, TX June 2012 -

April 2013

IT Operations/ Help Desk

. Configure blackberries, iphones, ipads Email, Internet, VPN, Home

Networks, Network Printers

. Hands-on Technical Monitoring Servers

. Create user accounts Active Directory 2008 Server

. Primary Microsoft Exchange 2007 administrator

. Create and maintain backup tapes; Perform password resets and re-

certify tokens Cisco VPN

. Diagnosing and solving hardware/software faults

. Installing and configuring computer systems; Creating updating AS400

accounts

. VMware Desktop Support End Users

Texas Instruments

Plano, TX December 2011 -

May 2012

Tier 2/Subject Matter Expert

. Diagnose, troubleshoot and resolve issues over the phone in a fast

paced-dynamic environment ;Answer incoming support request from tier

1 help desk

. Inquiries via telephone and email to determine if problems are user,

software or hardware related.

. Configured blackberries, Email, Internet, Unix Issues, VPN, Home

Networks, Network Printers, Active Directory Admin 2008

.

Perot Systems

Plano, TX June 2006 - April

2012

Help Desk Tier 2

. Troubleshooting Windows XP, Windows 2000, Windows Vista, Windows 7

Environments, Installed Citrix Printers, Network Printers, Setup

Network Logins, Active Directory

. Supported office suites Office 2000, Office 2003, Office 2007,

Supported and setup accounts for Outlook 2000,Outlook 2003, Outlook

2007, Exchange Server, Windows Server 2003 Lotus Notes, VPN, Pointsec,

AS400), Supported office suites Office 2000, Office 2003, Office 2007,

Supported and setup accounts for Outlook 2000,Outlook 2003, Outlook

2007, Exchange Server, Windows Server 2003 Lotus Notes, VPN, Pointsec,

AS400

. Resolved end-user Network issues.

. Setup Blackberry accounts via enterprise server, Installed standalone

desktop printers, network drives, setup pst files folders for all

outlook versions for users of shared drives, supported VPN connection

using cisco client.

Conexis

Irving, TX February 2003 - May 2006

IT Network/Desktop

. Implementation of network installation including Cat5 cabling, Cisco

Routers and hubs.

. Supported Network and servers including Windows 2000/2003 Active

Directory.

. Troubleshooting in an Windows XP/2000 environment, network

troubleshooting, remote user support

. Hands on computer setups, phone troubleshooting, phone setups, VNC

setups, Crypto Card

. Set up and maintained all Virus Protection software

. Laptop troubleshooting, Dell laptops, hardware repair, computer

hardware repair, organization filing system

. VOIP application and configuration, desk manual, simple network

diagrams, DSL, Modems, email troubleshooting, printer and faxes

troubleshooting, also POP3 accounts

. Training of users of IT software

Wylie ISD

Wylie, TX November 1999 -

January 2003

PC Tech

. Managed two school LANs

. Hands on troubleshooting in a Windows 95/98 environment, hardware

repair, network troubleshooting, office 98 suites troubleshooting

service

. MS-DOS troubleshooting, ghost imaging computers and customer service

. VPN, all set up and troubleshooting fixes within Windows 98/NT/2000

Operating Systems

EDUCATION & TECHNICAL TRAINING

. Networking Essentials/TCP/IP Internet Connectivity Specialist

training, 2002

. VMware training Desktop, 2012

. PC Maintenance Training, 1999

. Collin County College (Computer Science Assoc.), Plano, TX

. Wylie High School, Wylie, TX

Contact this candidate