Administrative Assistant Active Directory

JAN D. MCLEAN

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**** ** * **. ***. *F Plantation, FL 33324 *******@******.***.*** 845-***-****(c)

EDUCATION

THE GEORGE WASHINGTON UNIVERSITY Washington, DC

Master of Science, Information Systems Technology May 2012

ST. THOMAS AQUINAS COLLEGE Sparkill, NY

Bachelor of Science, Computer and Information Science May 2004

Dean's List 2000, 2001, 2002, 2003, and 2004, Math & Natural Science Dept Student Rep 2002 to 2003

WORK EXPERIENCE

Technical Support Specialist 09/2012-present

HP contractor at American Express, Plantation, FL 33324

• Image desktop and laptop computers

• Use of Active Directory to add computers to groups, reset and unlock accounts

• Use of SCCM to scan for computers and check computers assigned to users

Help Desk Analyst 08/2010-08/2012

DIT, Federal Deposit Insurance Corporation, Arlington, VA 22226

• Provide telephone support to end-user on hardware, software, and network related problems, questions and use

• Provide first-level problem resolution on the telephone with user; walk through steps to determine problem; classifies

level, priority, and nature or problem

• Diagnose problems and/or problem requiring physical interaction with end user; dispatching technical support

specialist from required team when necessary

Help Desk Analyst 11/2008-08/2010

The World Bank, 1850 I St. N.W. Washington, DC 20036

• Provide 1st Tier help desk support to all Bank staff and their representatives for the

following applications: SAP, Operations Portal, IRIS, EConsultant, Lotus Notes

• Log all incoming problems and requests and actions taken to resolve them

• Attempt to troubleshoot and resolve problems and satisfy requests

• Correctly refer unresolved problems to higher level support work groups

• Update the problem record upon problem or request resolution, or escalation

• Provide follow-up status to Bank end-users in accordance with specified support policies and procedures

• Ensure closed problems are adequately documented

Help Desk Support Technician 03/2008-08/2008

Computer Repair Live. 6500 Chapel Hill Rd. Douglasville, GA 30135

• Responsible for desktop and telephone support of all products IT related issues including PC Applications,

LAN and WAN monitoring, Virtual Machines, mainframe applications and printer support

• Provide support of Virtual Office Users using VPN.

• Check user’s rights to groups and domain.

I.T. Technician 09/2006-01/2008

Fluor Daniel/Summit Alliance. Invader's Bay Towers, Audrey Jeffers Highway. Port of Spain. Trinidad

• Troubleshoot and maintained network connectivity, changed backup tapes, setup audio conference

equipments, mapped network drives and printers and any other peripherals.

• Imaged computers with Fluor's Image, installed Lotus Notes and Microsoft Office Suite

• Completed Remote Access Requests and Purchase Requisition forms.

• Used Administrative Tools including Active Directory and Computer Management.

• Used Call Pilot Manager and ScanRouter V2 Administration Utility.

Administrative Assistant 11/2005-08/2006

Super Auto Ltd. Cor. Caribbean and Greenland Dr. Point Lisas Industrial Est. Point Lisas. Trinidad.

• Assisted in maintaining the accounting database and billing customers.

• Performed clerical duties including preparing invoices, typing letters, filing and faxing documents.

• Made contact with clients to schedule and confirm appointments

Optimum Online Voice Level 1- Support Representative 10/2004- 5/2005

Cablevision. 150 Crossway Park Dr.. Woodbury, NY 11797

• Explained features of Optimum VoIP phone to subscribers such as registering and making international calls.

• Assisted subscribers with creating and configuring their voicemail account, and accessing their phone

features online such as resetting voicemail PIN, and setting up primary email addresses and homepages.

• Resolved technical problems affecting quality of service by troubleshooting VoIP modems and features.

• Assisted subscribers with billing inquiries, appointments and escalated issues when necessary.

Internship at Data Center 2/2004-5/2004

LeCroy Corporation. 700 Chestnut Ridge Rd. Chestnut Ridge, NY 10977

• Maintained computer networks and provided desktop support, reset user’s network and application

password.

• Personalized and cloned PCs using Symantec Ghost, installed software and performed IBM and Windows

updates.

SKILLS

Computer: Microsoft Word, Excel, Outlook, Power Point, Novell/ GroupWise, Crystal Reports, T-Metrics/ACD

Reports, Remote Access, Remedy, Lotus Notes, Active Directory

Certifications: HDI Support Center Analyst

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