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Customer Service Active Directory

Skokie, Illinois, United States
May 31, 2017

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Salamat Khan

**** ******* ***

Skokie Illinois **076 USA

Mobile: 312-***-****



More than 10 years of pc and desktop support experience in an enterprise environment

Goal-oriented, results-driven individual seeking a technical administrator position

Highly qualified technical support professional experienced in PC upgrades, maintenance, troubleshooting, repairs and end-user support environments with exceptional customer service skills.

Capable of taking projects from conception, implementation and completion.

Excellent communication and interpersonal skills.

Exceptional customer service skills.

Detail and result oriented.

A hard-working self-starter

An active and involved team member.


Strong interpersonal, written and oral communication skills.

Extensive experience in hardware and software troubleshooting

End-user consultation, training, and general desktop systems support.

Operating Systems: Windows 7, Windows Vista, XP/2000/2008 R2/2012 R2/2016/Active Directory management / Windows 95/98/ME, MS-DOS.

Active directory administration.

Hardware skills: Experienced in workstation hardware maintenance as well familiarity with Server hardware, RAID concepts and blade servers.

Security: General system security with an emphasis on Malware prevention and elimination.

Microsoft Office (Outlook, Word, Excel, Access, PowerPoint, MS project, and Visio).

Finished SAP R/3 security training.

Installed and configured numerous roles in 2008 R2 domain environment, such as WDS, DHCP, DNS, Active Directory, IIS, File & Print services.

Familiar with Group Policy concepts

Installed and configured Remote Desktop Services thus presenting applications through an web interface (Test lab Environment)

Basic networking skills such as the difference between private and public IP addresses and their classes.

Command line troubleshooting tools such as telnet, netstat etc.

OSI Layers understanding and actively use it to troubleshoot problems.

Professional Experience

Decision One/United Airlines April 2007- present


Senior technician

Currently involved in Windows 10 deployment project for 3000+ users including hardware and software upgrades.

s and Vice presidents.

Arrange weekly meetings with team as well as with United Airlines regional managers and directors.

Designed a process to cut cost on hardware replacements.

Assigning calls and delegating tasks to techs.

Prepared a process to minimize the down time for end user while improving the functionality of technicians.

Updating calls in both the main queue and in the techs’ queue.

Relaying appropriate calls to United Airlines.

Taking care of all escalated issues.

Interviewing potential candidates.

Training new technicians.

Advising team members of the best possible solutions.

Use Astea software to track all open and closed tickets, while maintaining hardware inventory.


DeVry University June 2006

Bachelor of Science in Technical Management

GPA 3.67/4.0 with Honors


Available upon request

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