Active Directory Support

Nick Johnson

********@*****.***

704-***-**** cell

Technical Skills

AD-Active Directory/Exchange 2003, Software/Hardware Installation, Desktop/server experience, TCP/IP, SMTP, UDP, Troubleshooting network/help desk support, configured and troubleshot wireless LAN technologies, Managed group policies for domain users, supported Vista, Win XP Professional, Window 2000 Professional, and Window Server 2000/2003, Windows 7

Educationmmm l

Advance Career Training, Computer Systems Technology, Technical Diploma

Florida State College, Information Technology, Associates Degree

United States Naval Academy, Electronics Technician

Certification – Comptia Network+, Comptia A+ CCENT, CCNA

Professional Experience

American Tire Distributors May 2014 – Present

Application Support Analyst

Responsibilities include providing efficient and responsive customer support to internal and external users along with technical and operational expertise for a network supporting over 2000 end users.

Provide support with Warehouse Processes and Oracle based Warehouse Management System (WMS) to distribution centers nationwide.

First point of contact to solve/research order processing issues and comply with escalation policies & procedures when necessary to ensure issues are handled in a timely manner.

Comprehensive understanding of database structure and how to navigate, retrieve and manipulate data.

Perform detailed analysis and research to solutions and preventative measures for complex application issues using custom applications.

Work with SQL statements using mySQL software to gather/edit warehouse inventory, purchase orders, and sales order data from an Oracle database for troubleshooting.

Responsibilities include supporting, configuration setup and testing of the Microsoft Dynamics CRM 2011/2013 Application and the CWR Mobile CRM application.

Understanding of Business Intelligence (BI) and how to generate/build Adhoc reports.

Creation of training material and documentation of processes and procedures.

Provide after hours and on-call support as needed.

Duke Energy (TrueFit, Incorporated) Sept 2010 – June 2012, February 2013 May 2014

Contract: Help Desk Analyst

Resolved issues with desktop/laptop users in multiple domain environments, servicing over 25,000 clients and vendors.

Used Bomgar to remote in workstations; Active Directory permissions, Cisco AnyConnect VPN issues

Configured Xerox, HP printers on the network and fixing common setup problems such as software drivers issues and general troubleshooting.

Setup new users and existing users for the company

Resolved issues with MS Excel, Outlook, Word 2007/2010

Troubleshot browser and wireless networking issues

Work as liason with different support groups to ensure SLA were being met on timely matter

Handled 40-60 calls daily on average

Reset Blackberry, mainframe, and LAN ID passwords

Troubleshot Blackberry/Android/iPhone issues using Good Mobile Control/Good for Enterprise App

Fixed operating system issues in Windows XP as well as Windows 7

Resolve hung sessions, printer issues in Citrix Server Farms.

Oldcastle Materials June 2012 – Nov 2012

Contract: Help Desk Analyst

Resolved a variety of different proprietary applications issues across multiple domains

Used Dameware and other website specific remote applications in fixing issues for both home and corporate clients

Configured printers on the network and troubleshooting common setup problems

Monitor Verizon circuits and was point of contact with cooperating with division IT and Verizon to bring it back up in SolarWinds

Resolved issues with MS Excel, Outlook, Word 2003/2007/2010

Troubleshot browser issues and wireless networking

Handled 50 or more calls daily

Enrolled and troubleshoot users with iPhone/iPad as well as Android phones using AirWatch

Troubleshot Blackberry both on device and server level

Fixed operating system “how to” issues in Windows XP as well as Windows 7

Resolved Citrix printing problems with the users; setup users on the Citrix server farm; resolved connection issues in Citrix

Everbank (Interactive Resources) March 2009 – August 2010

Move-Add-Change/Desktop Technician

Resolved issues with desktop support users with multiple domains

Reimaged and pushed out software packages using Desktop and Server Management application (DMS)

Configured printers on the network and troubleshooting common setup problems

Relocated and setup new users and existing users for the company

Transferred profiles to the server for existing users

Troubleshot browser issues and wireless networking

Tyco-ADT (Capital Staffing) June 2008 – January 2009

EOC Technical Support Level 1 & 2 Specialist

Resolved issues including VPN, Active Directory permissions, and exchange server issues

Supported over 10, 000 remote users thru the VNC application software

Setup AS/400 and UNIX accounts for the user along with resetting passwords

Supported multiple Web applications for the users and both Vista and XP issues

Worked with local desktop support in resolving issues such as network connectivity and printer installs

Reset and created RSA SecurID token accounts for the remote users

Merrill Lynch (Kforce) February 2007 – June 2008

GTI Technical Support Representative

Answered technical questions about networking and computer related issues including blackberry, email, telephony, and application support in over the phone

Connected remotely using Dameware in resolving VPN issues for over 11,000 Vista and Win XP users

Created tickets using Remedy to second level support along with being a liaison for vendors and contractors at Merrill Lynch; typically answered about 50 to 60 calls in a day in call center fast pace environment

Coordinated with the network and server teams in finding solutions to problems that arise

Troubleshot browser issues and wireless networking along with giving permissions in Active Directory

Acosta (Apex) May 2006 – February 2007

Technical Tier 2 Support Specialist

Resolved remote issues for Acosta 45 offices nationwide, approximately 12, 000 users

Helped users with network connectivity issues, Microsoft Exchange Server, setting up accounts in Active Directory, hardware issues, and various 3rd party application support; and VPN issues they are experiencing

Troubleshot issues dealing with SharePoint

Enhanced Recovery Corporation (ERC) November 2004 – July 2005

Network/desktop level 1 support

Supported both the telephony and network connectivity for the billing collection agency

Assisted with 200 computer in the company on all aspects, which included backups, rebuilding RAID hard drives, VPN issues, email support, DNS/DHCP issues, 3rd party application support (Latitude) on various proprietary software, imaging PCs using Norton Ghost, and PBX issues

Troubleshot network profiles and group policy issues; installed hardware, performed maintenance and upgraded hot fixes

Ran queries in SQL for clients and coworkers

Troubleshot FTP sites and downloading of information to financial institutions

United States Navy May 1998 – December 2003

Electronic Technician/IT

Accomplished preventive maintenance on various shipboard radar systems

Repaired and troubleshoot down to component level AN/SPS-49 air search radar issues along with repairing computer issues and account setup for new users

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