Customer Service Active Directory
Resume:
apt*** ********@*****.**
Dallas, Texas m
75252
Michael DeLaGarza
Objective To use my experience in a challenging environment
to contribute to a company that values its service
to its clients.
Experience 2009-Current Broadlane Dallas, Tx
Solutions Desk
Providing quality technical support for Broadlane
inc employees and all associated members companies.
Utilizing Active Directory to manage windows
passwords, mailbox storage, password resets and
general account management.
Account creation and removal for new hires as well
as terminations within the company via Active
Directory.
Thorough documentation of all calls and emails
handled by myself at the solutions desk.
Rotating desktop support role every 3 weeks or as
requested by manager.
Rotating on call every 4 weeks with Palm Treo for
solutions desk. Ensured coverage and technical
support during nights/weekends.
2008-2009 Baylor Health Care Dallas, Tx
Help Desk Support
Providing quality support and services for Baylor
Medical Center employees and contractors.
Utilizing Active Directory to manage windows
passwords, mailbox storage, password resets and
general account management.
Utilizing tools such as Citrix and AS400 for
various account management roles.
Documentation of all issues with the heat tracking
system.
Supporting MS Office applications as well as other
third party programs in accordance with Baylor
Service Level Agreements.
2007-2008 Capital One Financial Dallas, Tx
Help Desk I
Providing quality support for Capital 1 Financial
Branches and corporate offices.
Utilizing Active Directory to manage windows
passwords, mailbox storage, password resets and
general account management.
Providing quality support for corporate users with
vpn and or citrix based issues.
Documentation of all issues with the remedy
ticketing system.
Managing helpdesk e-mail ticket system in a timely
manner according to SLAs.
2004-2007 Compucom Systems Dallas, Tx
Help Desk Analyst
Providing quality support for all manner of
hardware and software issues.
Utilizing Active Directory and DRA to manage all
user accounts, mailbox storage management, password
reset, account creation and deletion.
Providing quality support for our users with VPN or
LAN network issues.
Documentation of all issues via the Clarify and
Remedy ticket systems.
Managing helpdesk e-mail ticket system in a timely
manner.
Escalation of all issues that require a desk side
visit or another support queue.
2002-2004 Telvista Dallas, Tx
Help Desk Analyst
Troubleshot basic hardware and software issues for
7-11 corporate.
Utilized Active Directory for password reset,
account creation and management.
Troubleshot network connectivity and VPN login
issues for 7-11 corporate users.
Thorough documentation of all issues for future
review. Managing helpdesk e-mail ticket system in a
timely manner.
Escalation of all issues that require dispatch to
field tech or another support queue.
2001-2002 Ge Zurich Dallas, Tx
Customer Service Representative
Provided hardware and software support for all end
users within product warranty.
Troubleshot all supported issues according to our
SLA in a friendly and timely manner.
Documented all calls using the Vantive ticket
system.
Escalated all issues that require dispatch to field
tech or another support queue.
2000-2001 Stream International. Dallas, Tx
Technical Support Representative
Troubleshot software and hardware issues on a daily
basis with end users.
Logged all call events such as troubleshooting done
and resolutions using Vantive ticket system.
Walked end users through basic upgrades and
maintenance such as installing PCMCIA cards, RAM
and initial system setup.
Education 2005-Current Richland Community College Dallas, Tx
Computer Science and Computer Forensics / Security
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