Customer Service Active Directory

Floyd A. Marshall, III

Mid Level Technical Analyst/ Windows Consultant

**** ***** **** ***** ****** Harvey, LA 70058

504-***-**** Cell 504-***-**** Home

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

SUMMARY

Mid-Level Technical Analyst/ Windows Support consultant with experience in the set up,

troubleshooting, and performing first and second level maintenance on desktops, laptops and

multifunction devices in a Windows Server 2003 domain and Active Directory environment. Possesses

excellent verbal and written communication skills.

TECHNICAL SKILLS

Operating Systems: Windows 95/98/2000/XP/Vista/7, Windows Server 2003/2007, Active Directory,

Red Hat Linux, MS DOS

Networking: TCP / IP, LAN, Networking Concepts, Network Systems Management

Software: MS Office 2003, 2007, 2010, Visual Basic / Python, basic software installations,

Microsoft Exchange 2003/2007

Hardware: Dell, HP, Pelican, basic hardware installations, Promethean Interactive

Whiteboard, Promethean projectors

EMPLOYMENT HISTORY

Dot Trust USA/ Jefferson Parish School Board, New Orleans, LA

Information Technology Intern 07/10-06/11

Set up, troubleshoot, and performed first and second level maintenance on desktop and laptop

computers, local and network printers and multifunction devices in a Windows Server 2003 domain,

and Blackberry devices for the Jefferson Parish School Board.

Set up Promethean software and projectors for meetings and different schools throughout the district.

Managed users and devices in Active Directory.

Provided training, guidance, and assistance to users for Word 2007, PowerPoint 2007, Excel 2007,

Access 2007, and Outlook 2007/Exchange, as well as Windows XP, Vista and Windows 7 computers.

Backed-up, verifies, and restores files to local computers and department file server as necessary.

Collaborated with users and other support personnel in person, by telephone, and email to identify

and resolve user and computer/network problems.

Provided onsite technical and administrative support to multiple conferences and meetings throughout

the district as well as ongoing logistical and administrative support before and after these conferences.

Received, sorted, and filed inventory coming into the warehouse for the Jefferson Parish School

District Performed all assigned tasks with minimal guidance.

Cecur – IT, Miami, FL

Desktop Support / Help Desk Consultant 06/09-11/09

As a member of the Cecur- it Desktop Support / Helpdesk team, directed support resources as

necessary to solve user issues and hardware problems.

Supported operation of a secured network consisting of MS Windows Server 2003, Exchange 2003,

UNIX, and Windows XP workstations, including telnet and web-based applications.

Interacted with users via telephone and email to identify and resolve hardware and software issues.

Uses Action Request system to enter, process, and document trouble tickets submitted to the helpdesk

by users.

Maintained user account information, added and removed computers and printers to/from the

network, unlocked accounts and reset user passwords with Active Directory.

Remotely troubleshoot and resolved hardware and software problems in collaboration with users.

Performed follow-up with user, other helpdesk and support personnel to ensure best practices and

standards were maintained, followed, and documented. Worked afternoons/evenings with minimal or

no supervision

INTERPERSONAL SKILLS

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Effective Communication Strong Customer Service Focus

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Time Management Results Oriented

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Lead by Example Interpersonal Relationship Building

EDUCATION

ITT Technical Institute, St. Rose, LA

Associate of Science Degree in Computer Networking Systems

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