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Active Directory Customer Service

Burbank, California, United States
May 31, 2017

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Career Summary

A results-driven Information Technology professional with hands-on experience in strategic planning, people management and hands on experience in the implementation of software and hardware. Extremely driven and highly knowledgeable with experience in managing service desk, systems and complex initiatives. Bring a highly enthusiastic attitude with the ability to effectively manage teams by focusing on every individual’s personal growth and development. With robust customer service, communication skills, 22+ years of experience and strong interpersonal skills at all levels of the organization.

Professional Experience

Safeway (Los Angeles, CA)

IT Field Service Technician III, 12/2016-1/2017*

Fixed or replaced any store electronic equipment including computers, monitors, scanners, time clocks and phones

Performed preventative maintenance on high volume printers

Worked to troubleshoot local and wide area network related issues

*position changed locations 1 month after start date

Child Care Resource Center (Chatsworth, CA) April 1994- August 2016

Technical Services Manager, 9/2013- 8/ 2016

Evaluated requirements, developed plans and implemented changes to current and future networks and servers

Served as a liaison between customers, technical staff, application entities, and executive leadership to ensure effective technology management as an enterprise

Managed and directed the activities of the Technical Services staff

Actively participated in leadership activities and strategic planning for the organization

Provided 24/7 monitoring of all network and application services

Help Desk Supervisor, 1/2007-9/2013

Supervised assigned support staff

Oversaw desktop support operations, telecommunications and infrastructure to ensure availability of assistance

Responsible for all procedures related to the identification, prioritization, escalation and resolution of end user requests

Oversaw tracking, scheduling and coordination of desktop support functions

Oversaw network and end-user infrastructures

Added/deleted users in Active Directory

Created Exchange e-mail accounts

Maintained computer equipment in the regional offices and satellite locations.

Maintained computer inventory for all sites.

Coordinated with outside vendors for technical assistance, when necessary

Lead Analyst III, 2/2000-1/2007

Added / deleted and modified user security privileges in Active Directory

Created e-mail user accounts

Setup Cisco Voip phone for users

Performed network and remote access troubleshooting

Assisted in maintaining user support logs and created a weekly report that was sent to management.

Installed, configured Windows Domain, Terminal and Print Servers

Responsible for the installation/ configuration, operation, and maintenance of computer systems hardware and software

Served as the primary contact for all help desk related calls

Was responsible of local and wide area networks (LANs/ WANs) across the organization

Ensured that agency data was backup

Responsible for PC and software inventory

Monitored and conducted vendor interaction with company’s technology

Provided guidance, support and training for help desk technicians through resolution

Analyst II, 3/1998-2/2000

Installed and configured computer peripheral devices, modems, memory, Video Card, NICs

Performed troubleshooting and minor repairs on fax machines, copiers and scanners.

Performed regular preventative maintenance of printers.

Performed low voltage repairs

Supported staff with PC hardware, software, printing and scanning issues

Provided support in-person or remotely to end users

Upgraded and imaged PC systems with required hardware and software

Worked to troubleshoot issues with Microsoft operating systems

Ensured that agency data was backed-up

Suggested solutions for efficiency improvements within the organization

Designed and deployed company’s LANS, WANS networks, including servers, routers, switches and UPS’s.

Education and Training

ITT Technical Institute

-Associates Degree (A.S.) Electronics Engineering Technology

Huntington Park High School

-High School Diploma


-MCSE Certification

Technical Proficiencies


Windows Desktop and Servers


Microsoft Server( 2000,2003,2008), Microsoft Exchange (2007, 2010)

Cisco Switches, Routers, Firewalls-DNS,DHCP, VPN,


Leadership, Teamwork, Communication, Training, Strategy, Research, Planning, Organization


Toshiba PBX Systems, VoIP, Mobile Devices


Active Directory, Track it Ticketing System, Radmin, Veritas Backup Exec


Cisco CCNA, VMware vSphere, Microsoft Project Management, Cisco Voice Over IP Training

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