Customer Service Active Directory

Alvin Peter Strachan

(** Aberdeen Street, Brooklyn, New York, 11207 ( Phone (347) 651 - 4354

( *************@*****.***

Summary

A Tier II Microsoft support professional with over 12 years of progressive

customer service experience providing both hardware and software support.

Consistently on the forefront of applied technology. Successful business

and IT strategist; leader of large-scale system deployments and custom

application implementations. A skilled troubleshooter; highly technical and

analytical, with excellent hardware/software skills and professional

presence.

Specialties:

Support and administration of Microsoft environments involving Windows

2000, XP, Vista and Windows 7. Applied technologist with experience in

Government, Retail, Music Entertainment, Electronics Manufacturing, Non-

Profit, and Manufacturing industries.

Technical Skills

Skillset Years Proficiency

Diagnosing PC/Laptop Hardware issues & installing hardware 12 Very Strong

Supporting Dell, HP, IBM hardware and troubleshooting break/fix 12 Very Strong

repair issues

Supporting and troubleshooting Windows operating systems (98, NT, 12 Very Strong

2000, XP, Vista, Windows 7)

Supporting End Users and troubleshooting Microsoft Office 8 Proficient

Professional (97, 2000, 2003, 2007)

Troubleshooting PC's in a Active Directory environment 6 Strong

Microsoft Outlook Exchange troubleshooting & configuration 6 Strong

Experience

ECM Technology Support (Equity Capital Markets)

Raymond James & Associates (Publicly owned; 500 employees; Finance

Industry) 2010 - 2011 (Temporary)

Participate with the HelpDesk Management Team and as a staff in various

projects related to helpdesk service improvement purpose.

Key Responsiblities:

- Working closely with traders to understand their needs by

supporting the applications that are used on trading desks.

-Troubleshoot software/hardware failures and identify network

problems when related to personal desktop computer.

- Respond to (MAC Request) for user move, add, and change

requests.

- Support Bloomberg, Reuters, and Thompson web -based

applications.

***Environment*** Windows 7, Windows XP Professional 2002, Office 2007

Pro, Outlook Exchange 2003, Active Directory 2008, Sophos Total Protection,

HP/Compaq Hardware Environment.

Regional Service Desk Associate

International Baccalaureate (Nonprofit Agency; 250 employees; Education

Industry) 2008 - 2010 (2

years)

Assisted in the resolution of ICT technical incidents and problems

raised by the IB staff located in the New York office ensuring the

delivery of an effective and reliable ICT service.

Key Responsibilities:

-Provided documentation within the ICT support desk system.

- Perform system maintenance and administration; evaluate desktop

systems and recommend software upgrades or enhancements.

***Environment*** Windows XP Professional, Office 2007 Pro, Outlook

Exchange 2003, Active Directory 2008, McAfee Total Protection, Dell

Latitude/Optiplex Hardware environment.

Helpdesk Consultant

The Ladder Inc., (Privately owned; Internet Company)

2007 - 2008 (6 months)

Work with the IT team to define and continually update hardware and

software standards.

Key Responsibilities:

-Identify, research, troubleshoot and resolve software,

hardware and network related issues; create tickets and prioritize

requests received via telephone and email, track and document

activity and problem resolutions.

-Identify measures of system performance and corrective actions;

provide preventive maintenance on related computer equipment (hardware

and software).

***Environment*** Windows XP Professional 2002, Office

2007 Pro, Outlook Exchange 2003, Active Directory 2008, Symantec Corporate

Edition, Dell Latitude/Optiplex Hardware environment.

Information Systems Technologist

Grenada's Ministry of Finance & Health (Government Agency; 1000 employees;

Health & Finance industry) 2001-2007 (6 years)

PC support specialist for Ministry of Finance, a sector of Grenada's

government responsible for the effective delivery of finance and economic

services to the national, regional and international communities.

Key Responsibilities:

- Provide technical support by performing installation, repair, and

preventative maintenance of personal computer and related

software/hardware.

- Resolve network communication problems independently prior to

escalation to IT Analysts. - Assist with patch administration, email

administration, antivirus administration

***Environment*** Windows 2000 Professional, Office 2000 Pro, Outlook

Exchange 2000, Active Directory 2000, Symantec Corporate Edition, Dell

Latitude/Optiplex Hardware environment

Computer Technician

Woodbury University (University; 2500 students; Classroom/Academic)

1997 - 2000 (3 years)

Provided strong desktop support to end-users thus enhancing the IT

Department at the institution. Provide answers to 1000+ students, using

knowledge and skills necessary to troubleshoot basic problems end users

will face while running Microsoft Windows NT Professional in NT domain

network environment.

Key Responsibilities:

- Provided desktop support for over 60 Windows NT 4.0 workstations, 20

Macintosh OS 7.6-8.1 workstation

- Configure and troubleshoot hardware devices and drivers, storage

devices, display devices, local user and group accounts, network

protocols and services, using remote assistance tools.

Education

Woodbury University

BS, in Computer Information Systems and Business Management,

1996

- 2000

Additional Information

Honors and Awards and Certificates:

- Recipient of a four-year "Friendship Scholarship" presented by Woodbury

University for high academic promise and evidence of good character.

- MCSE.

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