Resume

Sign in

Technical Support Active Directory

Location:
Waterbury, Connecticut, United States
Posted:
May 30, 2017

Contact this candidate

Cantrell L. Wilkes

*** ***** **.

Roselle, NJ ***03

908.***.****

ac0j76@r.postjobfree.com

OBJECTIVE:

To obtain a position where I can apply my proven technical expertise in an IT & Change environment.

Skills Profile:

Very strong troubleshooting and repair skills

Exceptional user-relationship and interpersonal skills

Knowledgeable of Cisco IOS commands. Capable of creating vlans, configuring stack membership, assigning ports to vlan, setting port speed and access mode (trunk/access), configuring DHCP service, IP helper, Etherchannels, & trunking ports

Proficient in MACs, Linux, Windows Server 2003, 2008, XP/Win 7 installation and administration

Ability to configure and manage Active Directory, Group Policy, DNS, WINS, DHCP, FTP, Print Services

Able to install and troubleshoot virtually any PC, server, or laptop hardware such as RAID Controllers, SCSI Cards, Hard Drives, Video/Sound /Network Cards, Memory etc.

Knowledgeable of TCP/IP utilities such as ping, ipconfig, nslookup, nbtstat, netstat, route, FTP, tracert

Knowledgeable of DOS Batch Files, PowerShell, BASH Scripts, MS SQL Views/Stored Procedures

Ability to deploy Win 7 OS using SCCM

Capable of configuring PCs and laptops to access private networks using VPN software (Aventail & AnyConnect)

Familiar with provisioning VMware virtual machines and converting physical PCs to a virtual environment

PROFESSIONAL EXPERIENCE:

XL Catlin Underwriting Inc. June, 2013- April, 2017

Infrastructure Support Engineer

Full-time onsite technical support for XL Catlin’s Summit, NJ office

Worked as an Infrastructure Support Engineer providing support to all North and South American offices, including support for CEOs, CIOs, COOs, VPs, and the company’s owner(s)

Traveled frequently to support remote offices which lacked IT presence

Worked in level 2 support group resolving day-to-day PC hardware/software related issues

Created and deployed print queues on remote offices and ensured drivers loaded correctly on PCs

Created AD & Exchange 2010 accounts and distribution lists

Configured & Supported Lotus Notes 8.5

Supported Office365 2016 (Worked in Office User interface, Identified App Window elements, Managed account information, Managed app options, Created files, Applied character formatting in MS Word, Merged documents, Created formulas to calculate values in Excel, Manipulated worksheet data, Created and managed slides in Powerpoint, Troubleshoot message addressing in Outlook, Managed scheduling and converted calendar items)

Managed cloud-based POS system (Automated employees, Customer and Inventory management, Automation of analytics, Configured scanner to scan computer barcodes and data into the system)

Configured Mitel & Cisco VOIP phones, provision Blackberry devices, Good email accounts on iOS/Android devices, MAS360 accounts on iOS/Android devices

Configured all working hardware/software equipment for new starters

Processed Leavers which consisted of suspending all accounts and terminating access

Installed and supported Bloomberg software

Installed and configured server racks including HP servers, UPS, Cisco Switches and Mitel/Cisco VOIP ICPs, cable management

Worked with vendors such as Verizon to coordinate Ethernet circuit installations

Installed, supported, and troubleshoot MS Office 2010 applications

Supported Citrix XenApp 6.5 environment

Dell/ Peak Systems January, 2013- June, 2013

Desktop Support Specialist

Responsible for the deployment of Dell laptops/desktops (all models)

Provided on-site tech support at Wells Fargo Bank

Carried out tech lead duties, which included managing staff and re-imaging & ghosting desktops

Responsible for troubleshooting network connectivity issues which included router & modem diagnostics, acquiring ip addresses, and correcting network errors

MedAssets August, 2012- December, 2012

Desktop Support Specialist

Responsible for providing 2nd & 3rd -level technical support to 1,000 + end-users

Assisted with documenting, diagnosing, and troubleshooting all helpdesk tickets

Utilized Remedy 7.1 for ticketing

Responsible for pc upgrades from WinXP to Win7

Supported end-users on WinXP and Win7 machines

Served as on-site tech to troubleshoot connectivity issues, blue screens, power failures, error messages, server outages, slow-running machines, and hardware issues (i.e. Manually replacing video cards and cabling)

Supported all MS Office 2003, 2007, and 2010 issues

Configured and supported VMware vSphere Client (server support) for over 50 hospitals

Supported VDI/VMware client

Managed Remote Desktop

Responsible for creating/modifying User accounts using Active Directory

Perform remote PC troubleshooting using SCCM, LogMeIn, and NetMeeting, Join.Me, and TeamViewer software

Troubleshoot network issues regarding TCP/IP and DNS

Performed manual backups and restores, and also migrated data from pc to pc using PC Mover

Support mailbox issues relating to creating accounts, calendar issues, send/receive issues in Outlook

Configured LAN ports in helpdesk environment

Configured Cisco phones using Master Number Dial Plan and Cisco Unified Comm Manager

Setup company voicemail using Cisco Unity client

Supported Ricoh printers (kit replacement and/or maintenance)

Sanofi Aventis (C3i) January, 2012- August, 2012

Service Desk Analyst/Coordinator/Refresh Tech

Provided 1st & 2nd-level technical support to 2,000 + end-users

Supported end-users on WinXP & Win7 machines

Supported all MS Office 2003, 2007, and 2010 issues

Created/modified User accounts using Active Directory

Responsible for identifying and removing 3rd-party software from company-issued computers

Supported mailbox issues relating to creating accounts, calendar issues, send/receive issues in Outlook

Performed remote PC troubleshooting using SCCM, LogMeIn, and NetMeeting software

Created and modified user remote access accounts using ACE server setting up RSA Secure ID tokens

Assisted users in configuring VPN setups from router to laptop

Troubleshoot network issues regarding TCP/IP and DNS

Responsible for pc upgrades from WindowsXP to Windows7

Performed manual backups and restores/migrated data from pc to pc using USMT (US Migration Tool)

Monmouth County Information Technology Services November, 2010- January, 2011

Desktop Support Specialist

Responsible for troubleshooting and deploying Dell laptops/desktops to county and state officials including Freeholders, Medical Examiners, hospitals, state troopers, fire department, and Emergency Response Team

Performed manual backups and restores, and also migrated data from pc to pc using PC Mover Enterprise

Assisted with documenting, diagnosing, and troubleshooting and/or escalating help desk tickets/work orders using TrackIt!

Reset/created passwords and edited accounts using Active Directory

Performed remote pc troubleshooting using Remote Access Manager

Provided on-site tech support to troubleshoot connectivity issues, blue screens, power failures, error messages, server outages, slow-running machines, and hardware issues (i.e. Manually replacing video cards and cabling)

Removed viruses using McAfee, Anti-MalwareBytes, and Super Anti-spyware

Identified and removed 3rd-party software from county-issued computers

Installed and supported MS Office Suite 2007, as well as the county's own proprietary software

Installed and managed cabling throughout Monmouth County

Responsible for printer up-keep throughout the county

Dell/ Peak Systems January, 2010- November, 2010

Desktop Support Specialist

Responsible for the deployment of Dell laptops/desktops (all models)

Provided on-site tech support at Morgan Stanley Smith Barney & United Bank of Switzerland within the tri-state area

Carried out tech lead duties, which included managing staff and re-imaging & ghosting desktops

Responsible for troubleshooting network connectivity issues which included router & modem diagnostics, acquiring ip addresses, and correcting error messages

Realogy February, 2009- April, 2009

Help Desk Analyst

Managed 60-80 calls daily providing proprietary software support to real estate franchisees, totaling about 600 end-users.

Supported end-users on Windows Vista and XP.

Supported Windows versions 2003 and 2007.

Supported MS office 2003 and 2007 issues.

Created/modified User accounts using Active Directory.

Fordham Law School November, 2008 – December, 2008; May, 2009- June, 2009

Desktop Support Specialist

Provided on-site tech support for end-of-year exams

Configured wireless airport for Macs

Stryker Corp June, 2008- November, 2008

Help Desk Analyst

Responsible for providing technical support to Stryker's field force of 10,000 users.

Managed, resolved, or escalated 40-60 calls per day.

Supported Windows versions 2000, 2003 and 2007.

Supported mailbox issues relating to creating accounts, calendar issues, send/receive issues in Outlook 2003.

Supported MS office 2003 (Word, Powerpoint, Excel, Outlook) issues.

Provided user support in Active Directory-account creation, password resets, permissions and deleting accounts.

Used AS/400 to track trouble tickets.

Performed remote PC troubleshooting using LANDesk and NetMeeting software

Provided support for Palm and Blackberry mobile devices.

Created and modified user remote access accounts using ACE server setting up RSA Secure ID tokens

Dendrite International, Inc./ Pfizer Group July, 2005 – December, 2007

Customer Support Analyst/ Trainer

Responsible for providing helpdesk/training support to Pfizer Pharmaceuticals' field force of 14,000 users

Managed 20-60 calls daily

Supported Norton and Symantec Anti-Virus software

Supported Windows 98, NT, 2000 and 2003 end users

Troubleshot network issues regarding TCP/IP and DNS

Supported mobile devices-PalmPilots, iPAQs, and Blackberry devices

Assisted users in configuring their VPN setup from router to laptop

Created and modified user remote access accounts using ACE server setting up RSA Secure ID tokens

Traveled to out-of-state product launches as on-site tech & trainer

Trained helpdesk analysts on latest software and company’s proprietary software

Trained new-hires on processed and company’s procedures

EDUCATION/ CERTIFICATIONS:

Associates Degree in Computer Technology/Information Technology & Computer Science

Chubb Institute, Jersey City, NJ (2003-2005)

Degree received: May, 2005

A+: CompTIA Certified Professional

HDA: Help Desk Analyst Certification

NSA: Network Systems Administrator



Contact this candidate