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Active Directory Customer Service

Louisville, Kentucky, United States
May 30, 2017

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Jonathan Hyatt

***** ***** *** **. 502-***-**** Louisville, KY 40299

Desired Position: Technical Support Analyst

Desired Salary: Negotiable


Self-starter with strong sales, customer service, and management skills seeks an entry level position as a Helpdesk Analyst or related position within a progressive IT organization.


Jefferson Community & Technical College – Louisville, KY. January 2010 – Present

Currently pursuing an Associates Degree in IT and MCSA certification

Current cumulative GPA – 3.56


Install, configure and maintain various Windows Operating Systems including 2000, XP, Vista and 7

Install and configure Windows Server 2008

- command line and GUI configuration

Install and configure Active Directory

Experience building and maintaining a small local area network

router, switch and cable installation

network monitoring and configuration

Troubleshoot, replace and/or assemble personal computer systems including installation of motherboards, modems, sound/video cards, network cards, cd drives, floppy disks, circuit boards, memory and related peripheral devices

Possess a strong understanding of theories related to DOS, computer architecture, GUI and network infrastructure planning

Wire accordingly for the installation of network systems

Utilize Microsoft Office and internet applications including Word, Excel, PowerPoint, Access, Internet Explorer and SQL

Versed in ticketing systems including OVSD and OTRS

Fluent in Spanish


Whatever It Takes Transmission Parts (IT Administrator) 10/2016 – Present


Organized and performed ISP conversions on 36 different statically-set store branches- Converted from MPLS network(SAP) to a peplink network

Network administration duties – dealing with different ISPs, network monitoring/troubleshooting

Systems Administration duties – AD management, hire/fire paperwork

Exchange administration duties – managing email server/accounts

Configured and installed PepLink routers in each branch running in High-Availability/Bonded mode (2 separate WANs bonded together with hardware failover)

Created new documentation for many things, previous managed IT service took all the documentation after being fired

PC builds and remote troubleshooting via TeamViewer, TakeControl, and LogMeInRescue remote access tools

Server troubleshooting

Active Directory/Group Policy troubleshooting

Responsible for making ICE.tcp Telnet based application work with a variety of systems as an integrated POS system

Delegation of other work

Answered between 15 and 75 phone calls per day dealing with a wide variety of issues

Payment Alliance Intl. 2/2016 – 8/2016


Handled inbound support calls and tickets, documented accordingly in Manage Engine Service desk ticketing system

Provided remote assistance to other locations using LogMeIn Rescue remote administration tool

Responsible for break-fix on all hardware and software for over 300 users, also for level one network troubleshooting and escalation when necessary

Upgraded 50 user’s desktops to a solid state drive configuration, responsible for custom software build on each as well

Utilized systems such as Active Directory and Exchange Management Console to administrate user accounts

Required to prioritize tickets according to severity and balance workload accordingly

Coordinated between different departments to find solutions to ongoing issues/projects

Responsible for troubleshooting, installing and configuring NEC IP phones

Neustar DNS Registry 10/2014- 5/2015


Handled inbound support calls & documented accordingly in SalesForce ticketing system

Created and updated domains using proprietary Registry Administration Tool (RAT)

Responsible for running .NYC and .US Nexus compliance investigations and deciding upon outcomes

Managed Common Short Code registry and provided support via email, calls and proprietary administration dashboard (Registry Dashboard)

Papa John's Pizza 4/2014 – 8/2014


Worked on FOCUS conversion, handled software side of a company-wide hardware/software rollout

Handled inbound support calls & documented accordingly in Oracle PeopleSoft Contact Resource Manager

Used Zoc V 6.20 and VNC Client remote desktop applications to troubleshoot and configure client POS systems/servers

Used Linux Fedora command line interface for majority of procedures, also many issues had to be handled in the database using SQL commands

Also put in charge of training all new hires 1 month after being hired myself

Used Lotus Notes for email, knowledge base, and various other applications

Kindred Healthcare 9/2013 – 1/2014


Handled inbound support calls & documented accordingly in HP OVSD ticketing manager

Set up personal workstation (hardware & software)

Used a variety of Applications including MS Word, Excel & Outlook

Exceeded performance expectation on 5 minute call handling

User migration project – password changes

- assisted end users by resetting passwords in DRA (active directory clone)

Smart reinstalls

- assisted users by talking them through reinstallation process

Strategic Logic Corporation 1/2012 – 06/2013


Desktop Support

- Responsible for support of 8 end users in house, multiple external users

Application Support

- Responsible for software maintenance and configuration on a variety of open source as well as Microsoft applications

Hardware, software, and LAN maintenance

Troubleshooting and repairs

- Responsible for diagnosis and resolution of all software and hardware issues

On and Off-Site Service Calls

Ticketing and escalation when necessary

Professional References:

David Darlage 502-***-****

Coworker at Neustar

Timothy Nice 502-***-****

Employer at Kindred Healthcare from 9/2013 – 1/2014

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