Active Directory Technical Support

EDWARD R. ANDERSON

Fall Church, VA *****

703-***-**** 703-***-**** ******@*****.***

SUMMARY

CompTIA A+ and Network+ Certified

Service HP and Xerox Printers

Blackberry Enterprise Activation and Deployment

Windows 7, 8 Vista, XP Pro

Windows Server 2003

MS Office Suite 2010, 2007, 2003

Active Directory

Remedy Ticketing System

Service Now Ticketing System

Heat Ticketing System

Excellent Data Entry and Customer Service Skills

Supported end users with Lotus Notes and Outlook email

Light Touch Imaging Software

EXPERIENCE

Flat Rate Computer Solutions - Washington, DC September 2006 to Present Part Time

PC Technician

Achieved computer hardware and software support and installations to residential and small businesses on site and in shop that includes: desktops, laptops, Windows 7, Windows 8 and MS Office Suite 2010, upgrading memory and hard drives in laptops and desktops, replace laptop monitors, fans, and motherboards, setting up wired and wireless networks and printers data backup and restore, spyware and virus removal and installing CAT5 cabling.

FannieMae – Washington, DC (Unisys) August 2014 to April 2016

Customer Engineer 4

Achieved level II technical support of all levels of management and end users over the phone and deskside with laptops and desktops. Often walked end users over the phone in resolving trouble tickets and communicated with end users through the phone on how to transferring email files and data over the company network.. Imaging and deploying Lenovo Generation 2 laptops with Windows 8.1 using SCCM. Supporting MS Office 2010, XP,Win7 and Win8. Achieved resolving printer, software, and hardware issues for users. Managing user’s ticket request and assets in Service Now, Remedy and supporting users and maintaining accounts, password reset and creating user and machine accounts using active directory. Detecting and diagnosing hardware failures. Interact with various IT platforms in a multi-layered client server environment to resolve customer issues.

EPA- Washington, DC (Tek Systems) October 2013 to April 2014

Deployment Migration Technician

Achieved deploying new operating system Windows 7 with MS Office 2010 image to dell laptops and desktops with Lotus Notes, and MS Outlook and supported all levels of management. Installed various applications over company network, support and instruct end users on all levels on new system. Back-up and restore user’s data and configure user’s computers and adding them to the company domain and reset users’ password using active directory. Reinstall network, local and legacy printers at users’ desk and resolving hardware, software and network issues to ensure users capability to perform their daily task and provided level II help desk support.

World Bank - Washington, DC (Data Sol) October 2011 to October 2013

Deployment Technician

Achieved installation of ED5.7 image to IBM Lenovo laptops and desktops on 50 units each day. Installed various applications over company network, support and instruct end-users on all levels on new system. Back-up and restore user’s data and configure user’s computers and add them to the company domain. Installed network and local printers at users’ desk and answered user questions concerning new operating system Windows 7 and MS Office Suite 2010. Replace current workstations (desktops or laptops) with new workstations (as needed), install a new image to a workstations (as needed), replace current workstation monitors with new monitors (as needed), and did follow-up/roaming support survey on clients.

GSA – Arlington, VA March 2010 to August 2011

Technical Support Analyst

Achieved technical support (remotely and locally), for 125 end users with PC’s and laptops using internal ticketing system for tracking and monitoring issues, and imaged new PCs and laptops. Were troubleshooter and problem solver for network connectivity involving all software, hardware and supported end users with Lotus Notes 8.0, MS Office Suite 2007 and 2003 Windows Vista and XP Pro. Added new users to the local domain and set up user accounts in active directory, configured desktops, laptops, connecting printers, and wireless connectivity. Installed and maintained software programs, removed viruses, and applied applicable patches. Video conferencing support included: video connections, instructing users, and resolving connectivity issues. Supported users at GSA and Lockheed Martin.

FAA – Washington, DC May 2009 to March 2010

Help Desk Technician

Achieved technical and support to end users with PCs and laptops using the Track IT ticketing system. Were troubleshooter and problem solver for network connectivity involving all software, hardware and Lotus Notes, supported MS Office Suite 2003 and Windows XP Pro, and imaged new PCs and laptops. Added new users to local domain and set up user accounts in active directory. Configured desktops, laptops, installed local and network printers, Installed and maintained software programs, removed viruses, and applied applicable patches. Video conferencing support included: video connections, instructing users, and resolving connectivity issues. Maintained inventory of computers (including replacements), and performed printer and copier maintenance, and refurbished desktop PCs.

HUD Herndon, VA April 2005 to September 2006

Help Desk Technician

Achieved installation of Windows XP Pro and Widows 2000 Pro. Software and hardware installation, configured and upgraded PC’s and provided network support. Installed, synchronized and troubleshoot blackberry devices.

WORLD BANK - Washington, DC (SPHERION) November 2004 to April 2005

Deployment Technician

Achieved deploying all new Dell PCs and laptops, configured, installed Windows XP Pro, MS Office Suite 2003 and Lotus Notes 6.5 and provided support. Set up network and local printers backup and restore end users data and install software.

Insyte - Alexandria, Virginia August 2003 to September 2004

PC Technician (Intern)

Achieved set up of small business networks, removed Viruses, installed Windows 2000, 98, 95, 2000, and XP pro. Upgraded and configured all hardware and software.

EDUCATION:

2003 - Insyte Technologies

CompTIA's A+ & Network+ Certifications

1989 - General Communications Coursework

Word Processing Office Specialist Certificate with 30 College credits

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