Active Directory Support

Christopher Haynes

**** ********* ** ( Roseville, CA 95747

Home 916-***-**** ( Cell 916-***-**** ( ************@*****.***

Desktop Support Technician

Desktop Support / Telecom Support

Solution focused system analyst with 10 years of experience in Network

Administrator, Helpdesk/Call Center, and Customer Relations experience.

Strong attributes include:

< Exceptional strategic planning, organization and communication skills,

both written and verbal coupled with an ability to lead teams through

complete technical projects and execute strategies to achieve client

objectives.

< Focused problem solving abilities, "do-what-it-takes" to meet SOPs

attitude, the ability to work in a team environment, and/or

independently, and excellent Customer Support skills.

< Strong analytical skills in identify troubled technical areas and

providing recommendations for resolutions.

-Professional Qualifications-

W2K - XP Sp2 - Window Server Norton Ghost Imaging Citrix Metaframe

2003

Outlook 2007/Exchange - MS C- C++- Visual Basic 6.0 - Unix (IBM-AIX)

Office 2K3 ASP.Net 3.5

Active Directory Service - SSL Oracle8 - SQL Server 7 - AS400 Platform

VPN Access97

SMS Management Server - Right Developer 2000 - SQL Crystal Report

Fax Navigator

PROFESSIONAL EXPERIENCE

Help Desk Specialist ( 2009 to 2010

Intercare Holding Insurance, Roseville, CA

Provided 1st and 2nd level support for approximately 2,500 end users across

the state of California. Supported users consisting of both desktop PCs

and WYSE terminals connecting to Citrix Farm.

< Managed Hardware upkeep (Laptops/Desktop).

. Performed fresh Window Operating System installs on unique desktop

setup

. Application installs, Office 2007 install and configuration, and MS

Outlook 07 support

. Re-Imaging with Norton Ghosting to minimize user downtime, company

wide.

. Performed workstation deployment and setup for new and existing

users.

. Managed defective parts replacement manufactory with warranty and

non-warranty equipment

< Managed the office Desktop issues, Network Infrastructure, Local

File/Print Servers, and Laptops/Printer for continuous and efficient

performance.

< Performed required desktop configuration changes provided by developers

for new application version upgrades.

< Performed Network password resets, disables, and enables in Active

Directory setting.

< Performed RightFax user configuration changes on RightFax server.

< Managed restoration of lost or corrupt data from backup files.

< Managed printer support

. Printer configuration on the network

. Install printer maintenance kits as needed

< Coordinated onsite Telecom support

. Provided incoming call support to trouble shoot user's issues

. Assist with phone software upgrades

. Supported PDA and Blackberry

< Documentation support

. Outlining trouble shooting techniques for knowledge base repository

. Establish support SOP for task resolutions

Desktop Support Technician II ( 2001 to 2008

AON / Cambridge Integrated Services, Rancho Cordova, CA

IT Network point of contact for Northern California Regional office (5

regional offices consisting of approximately 350 end users with up to 12

VPN work-from-home users in an Active Directory Network Infrastructure).

< Managed the office Desktop issues, Network Infrastructure, Local

File/Print Servers, and Laptops/Printer for continuous and efficient

performance.

< Managed User/Application access. Created User IDs for access. Enable,

disable, and reset user passwords in Active Directory. Maintaining

latest desktop security patch releases.

< Managed restoration of lost or corrupt data from backup files.

< Managed Hardware upkeep (Servers/Laptops/Desktop).

. Performed Operating System upgrades from Window 95/98 to W2K to XP

versions

. Managed defective parts replacement manufactory with warranty and

non-warranty equipment

. Re-Imaging with Norton Ghosting to minimize user downtime, company

wide.

< Coordinated IT setup for Internal and External Office Moves

. Coordinated onsite circuit install and extension to building suite

. Set up preconfigured CSU/DSU, Router, Switch, Hubs, and wiring of

network patch panel

. Installation of servers and assisted with configuration

. Setup and configuration of all workstations and configuration of

TCP/IP protocol for network printers

< Coordinated onsite Telecom needs with offsite Telecom

department/administrators

. New phone assignments and internal move with both 2 and 4 pairing

cross connects.

. Assist with phone software upgrades

. Supported PDA and Blackberry

Lead Technical Analyst ( 1999 to 2001

AON / Cambridge Integrated Services, Carrollton, TX

Provided professional Tier1 and Tier2 level support for approximately 2,500

to 3,000 end users nation wide. Call Center represented first point of

notification for all reported technical and non-technical issues corporate

wide. Timely response to and management of approximately 800 to 1500

emails and/or incoming calls daily, with financial and end

user downtime taking precedence.

< Created departmental application to monitor and track incoming issues and

another to track Department Internal Ground Rules

< Using SQL Navigator to abstract and manipulate data in Oracle8 databases.

< Professional generated requested data reports from multiple databases

< Maintained Infrastructure Security in created and modifying users access

profiles in up to 12 company applications.

< UNIX - Effectively ran scripts for the following:

. New user set up for sever and application access.

. Change claimant names and SSN for the application

. Performed daily morning checks for system readiness

EDUCATION

Client/Server Programming

CLC Technological School, Houston; TX - GPA 4.0 - 1999

Studies in Medical Terminology & Pathophysiology - ICD 9 CM Coding - CPT

Coding

Houston Community College, Houston; TX - GPA 4.0 - 1994

Associate Degree in Construction and Drafting

Mississippi Delta College, Moorhead; MS - GPA 3.5 - 1985

(References Available Upon Request)

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