Customer Service Active Directory

Kaidan Smith, MCTS, MCp, mcsa

***** ********** **., ****, ** 48375

586-***-**** abk0jg@r.postjobfree.com

OBJECTIVE

Highly motivated IT professional with Microsoft Certifications seeking an

IT Support role where a background in strong customer service skills will

benefit an existing or new technology team.

Qualifications Profile

> Good user intervention, have a sense of urgency when responding to

customer's needs.

> Self motivated, goal oriented, have the ability to pay close attention to

detail. High level of customer service orientation along with ability to

document, track problems to ensure timely resolution.

> MCTS - Microsoft Certified Technical Specialist - April/2009

> MCP - Microsoft Certified Professional - May/2009

> MCSA - Microsoft Certified Systems Administrator - August/2009

> A+ - CompTIA A+ - In progress

> Committed to professional excellence; a quick learner; proven ability to

adapt quickly to change; excellent verbal and written communication

skills. Communicate effectively with all levels of customers maintaining

a positive demeanor, bilingual

Experiences

McKesson Corporations Livonia,

MI

McKesson Pharmacy Systems & Automation August

2009~Present

Help Desk Coordinator

Providing support for diagnosing and resolving customer's Hardware/Software

problems including: Dell PowerEdge Servers Series and GX 520 and 620

Clients Stations. Troubleshoots Windows XP, Vista, Windows 7, Windows

Server 2003 Operating Systems, Microsoft Office Suite XP, 2007, 2010

versions, Computer peripherals (Lexmark Laser/Zebra Thermal/HP printers,

Fijitsu Scanners, Biometrics Devices, Touch Screen Monitors, Signature

Devices, Audio devices, etc), Active Directory, TCP/IP networking, Autofax

application, SQL query, GoToAssist, Customer Relationship Management ticket

tracking system.

Remerica Hometown One Plymouth, MI

Realtor December 2006 ~ January

2009

Harvard Drug Group, L.L.C Livonia, MI

Inside sales rep March 2005 ~ October

2006

Introduced new product launchings, promotions and utilized comprehensive

product

knowledge to help customers solve problems.

Analyzed customers' needs by identifying issues, tracking trends. Utilized

financial data to manage to maximize business opportunities.

Education

ComputerTraining.com Southfield,

MI

Microsoft Network Technology Program

Graduated July 2009

Coursework Includes:

> Installation and supporting Microsoft Windows Vista

> Installing, configuring and managing a Microsoft Windows Server 2003

environment

> Implementing Microsoft Internet Security and Acceleration (ISA) Server

2004

> Planning and maintaining a Windows Server 2003 Active Directory

Infrastructure

Technical Skills Developed:

> Operating Systems: PC; MS Windows XP;Microsoft

Vista, Windows Server 2003; Experience with Blackberry.

> Hardware: Workstation set-up and installation;

Networked and local printers including printer

maintenance (basic troubleshooting, call support

vendors, change toner, and fix jams), Category 5

Cabling; Servers, Routers, Peripheral components and

Projector.

> Networking Utilities: Active Directory, DNS, DHCP,

VPNs, Group Policy, TCP/IP, WLAN/WAN

> Security: Firewall and Proxy Server configuration,

Antivirus applications, Disaster Recovery, Remote

Management, Fault Tolerance, Network Hardening

Wayne State University Detroit, MI

Master of Science Graduated

2004, GPA: 3.42

Shanghai Fisheries University Shanghai, China

Bachelor of Science Graduated 2001, GPA 3.58

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