Microsoft Office Active Directory
Resume:
James Phillips
Jacksonville, Florida 32225
*************@*****.***
I am a customer driven and technology focused individual with a high level of integrity committed to providing excellent service.
Extensive experience with Microsoft products and Operating Systems such as Microsoft Office Suites, Windows 2000, XP and Windows 7, 8. 1 and 10.
Strong troubleshooting skills for both hardware and software issues with many years of experience installing, troubleshooting, repairing, replacing and upgrading desktop and laptop computers and related computer equipment such as printers, scanners, phones, etc.
Experienced providing Tier 1, Tier 2 & Tier 3 levels of support.
Experienced with using different ticketing systems to open, prioritize and escalate trouble tickets.
Experienced using Active Directory to create, remove, and update accounts and move to different OUs.
Familiar with Security process – creating, tracking and following a security request to the end for new users.
Familiar with using RACF, TSO and other mainframe tools to create mainframe accounts.
Superior customer service and organizational skills - building and maintaining customer relationships.
Strong troubleshooting skills for both hardware and software issues.
Familiar with building vendor relationships and coordinating equipment repair in a timely manner.
Familiar with developing and maintaining procedures and SOPs.
Able to work well independently without supervision, as well as within a team environment.
Dependable with an excellent attendance and work record. Able to work on-call and after hours as needed.
Self-motivated and able to adapt quickly to a dynamic environment
Certifications:
Education
A Plus
Associate in Science, Business Administration
ITIL
Associate in Applied Science, Network Technology
Work Experience:
Desktop Support Technician, Black Knight Financial Systems October 2016 – March 2017
Managed new hire computer equipment process – pulled equipment from Asset Management group, imaged, built out and deployed computer equipment to new hire employees throughout the United States. Returned old computer equipment to Asset Management group.
Pushed software installs and patches to employees using IBM Big Fixx tool.
Used Microsoft Easy Transfer tool to copy data between computers.
Installed certificates and changed NAC settings for network connection.
Used tools such as Microsoft Terminal Services, Bomgar and Remote Desktop Connection tool to troubleshoot remote issues.
Built and maintained client relationships. Maintained a high overall rating for customer satisfaction.
Senior Desktop Support Engineer, Hansen & Adkins Auto Transport July 2015 – September 2016
Provided first, second and third tier support to on-site and remote customers for Hansen & Adkins customers across the United States.
Built and maintained client relationships. Maintained a high overall rating for customer satisfaction.
Managed and assisted with projects like printer and scan station installs, phone system upgrades, Microsoft Office upgrades, and other software upgrades and installations.
Repaired, upgraded, troubleshot, replaced, moved, installed and removed desktops, laptops, printers, phones and other related computer equipment.
Used tools such as Microsoft Terminal Services, Screen Connect and Team Viewer to troubleshoot remote issues.
Reset passwords, created, deleted, and updated accounts in Active Directory. Tracked and followed up on new user requests.
Field Services Technician, Enterprise Integration March 2013 – July 2015
Provided superior second and third tier support to on-site and remote customers for Crowley Maritime Corporation in the United States, Caribbean Islands, Central America, The United Kingdom, and Singapore.
Built and maintained client relationships. Maintained high overall rating for customer satisfaction.
Managed and assisted with projects like desktop & laptop refresh, disposal and return of desktop & laptops, Microsoft Office upgrades, and other software upgrades and installations.
Repaired, upgraded, troubleshot, replaced, moved, installed and removed desktops, laptops, printers and other related computer equipment.
Repaired off warranty desktop and laptops to save money on repair technicians.
Supported install, troubleshoot, repair, and uninstall software products such as Windows 7, XP, Office, Adobe and other products.
Use tools such as Remote desktop, Netmeeting, Microsoft Terminal Services, SDI Screen Connect and Team Viewer to troubleshoot remote issues.
Troubleshot LAN cable and wireless issues.
Setup Cisco VOIP phones and voice mail as well as maintain voice mail boxes.
Managed and maintained loaner laptop pool and schedule.
Maintained stock of computer equipment on-site for new hires, replacements, and returns to vendor.
Reset passwords as needed in Active Directory and TSO as needed.
Contacted and coordinated with vendors to repair computer equipment.
Network Analyst, Crowley Maritime Corporation April 2007 – February 2013
Provided superior second and third tier support to on-site and remote customers for Crowley Maritime Corporation in the United States, Caribbean Islands, Central America, The United Kingdom, and Singapore.
Built and maintained client relationships.
Learned to repair desktops and laptops to save money on repair technicians.
Repaired, upgraded, troubleshot, replaced, moved, installed and removed desktops, laptops, printers and other related computer equipment.
Supported installed, troubleshot, repaired, and uninstalled software products such as Windows 7, XP, Office, Adobe and other products.
Used tools such as Remote desktop, Netmeeting, and Team Viewer to troubleshoot remote issues.
Troubleshot LAN cable and wireless issues.
Managed Computer equipment asset tracking system.
Contacted and coordinated with vendors to repair computer equipment.
Service Desk Technician, Crowley Maritime Corporation March 2000 – April 2007
Provided top level phone support to on-site and remote for customers in the United States, Caribbean Islands, Central America, The United Kingdom, and Singapore.
Troubleshot and resolved software and hardware issues via phone and escalated issues on the appropriate groups for resolution.
Assisted security group with creating new LAN and mainframe accounts, gathering approvals, creating and sending logon credentials to requesting managers. Tracked and followed up on security requests.
Gathered and input call agents statistics for reporting to departmental managers.
Managed change control process for Information Technology group.
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