Customer Service Active Directory
Resume:
Cynthia L. Jackson
Memphis, TN
Career Objective:
Seeking a career in IT within an organization that offers opportunities for advancement based on strong job performance.
Qualifications:
Platforms:
Microsoft Windows 7/ Vista/XP/
Linux (Red Hat)
Software:
Microsoft Office Suites
Vulnerability Scanning Software
Languages:
Vmware
Windows XP, VISTA
Window 7
Oracle
Hardware:
Laptops & Desktops
Printers
Networking:
TCP/IP
IPX/SPX
Networking:
Ethernet
VPN
SSH
SecureID
Active Directory
LAN/WAN
Certification:
CompTIA- A+
Network+
Microsoft-
MCPS/MCTS/MS
Lenovo - RDD08/
RXWT1/RVD08/
RTD08/RTPW1350/
RTT08/RTPW1290/
RTPW1360/CNHW246/
RWSW1050/RWSW1060/
RTPW1560
Personal:
Twenty plus years customer
service experience
Strong communication skills
Excellent negotiating skills
Interacts with all levels of
management
Results-oriented professional
Works well under pressure
Supervisor Skills
Diversity Training
Account Maintenance & Support
Strong Communication Skills
Excellence Negotiating Skills
Experience:
Skilled IT Professional with ComPTIA A+ and Net+, Microsoft MCPS, MCTS and MS, Lenovo RDD08,
RXWT1, RVD08, RTD08, RTPW1350, RTT08, RTPW1290 RTPW1360, CNHW246, RWSW1050, RWSW1060, RTPW1560 certifications.
Skilled knowledge with the following:
MS-DOS, MS Windows, Microsoft Office Suites (Excel, Access, Word, Outlook, Power Point, Visio) as well setups and installations, peripherals, data entry and file updating, litigation backups and HDD wipes, system-operations training, collections, and customer service.
Experienced in: MS Windows XP, Server 2003, Oracle, Linux, MS Desktop, Active Directory, Group Policy Controls, Network Technology and Service Integration, TCP/IP System Backups, Network Protocols and Database
Education:
ITT Technical Institute Cordova, TN
Bachelor of Science Degree in Information Systems Security
Awards Certificates: Highest Honors (GPA 3.98 / 4.0), Perfect Attendant Certificates
Member Of: Alpha Beta Kappa Honors Society
Information System Security Association (ISSA)
Graduated: March 2011
Core Studies and Hands on Experience in: Hardware & Software configurations, Cisco Routers, Switches and Bridges, Subnets, Network Printers setup, user technical support, DNS, DHCP configuration, Domains and Trusts, WANs & LANs Technology and Applications, Structured Cabling, Network Architecture, Terminal Services, Project Management, Risk Management and Intrusion Detection, Hacker Techniques, Tools and Incident Handling,
Internetworking Infrastructure and Operations, Information Security Essentials, Security Architecture of Common IT Platforms, Fundamentals of Network Security, Firewalls and VPNs, Information Security Perspective on Intranet, Internet and E-Commerce Infrastructure, Security Policies and Implementation Issues, User Authentication systems and Role-Based Security, System Forensics Investigation and Response, Securing Windows Platforms and Applications, Securing Linux Platforms and Applications, Legal and Security Issues, Auditing IT Infrastructure For Compliance.
ITT Technical Institute Cordova, TN
Associate of Applied Science in Information Technology - Computer Network Systems
Recipient of the Highest Academic Honors (GPA 3.91 / 4.0), Perfect Attendance Certificates
Member Of: Alpha Beta Kappa Honors Society
Information System Security Association (ISSA)
Graduated: September 2009
Lane College Jackson, TN
Bachelor of Applied Science Degree - Business Administration
Member Of: Scholarly Affair Club
(GPA 2.99 / 4.0)
Graduated: MAY 1986
Experience:
08/2015 - Present Bayer HealthCare/Pomeroy Memphis, TN
Desktop/Network Support Analyst II
Break/Fix(s) hardware repairs for PC in-warranty and out -of- warranty
Image desktop and laptops as well as litigation backup for data that have legal hold
Install, uninstall software via Ldms (LanDesk Management System)
Managed print activities – troubleshoot printer jams, minor repairs & escalation to local IT support
HPSM (Helpdesk Service Manager) Ticketing Software
Manage tickets to resolution according to priority level assigned to the Ticket and perform repairs,
Upgrade and restorations to the workstation as defined in SLAs
Unlock and reset passwords in using GUMS (Global User Management System)
Use Skype IM to remote in to share desktop to troubleshoot application issues
Use Skype for meetings and to share screen
Active Directory - User, computers, group and password reset
Supervised contractor hired on IT projects, Feb – July-2017, to help with wiping HDs, imaging, PCs
Backup ticketing queue for Cleveland, TN and Berkely, CA
Support Bayer Crop Science Centers in Arkansas, Tennessee and Mississippi
Migration from Windows XP to Windows 7
Communicate with field tech and vendors to resolve network and server issues
Troubleshoot issues with MS Office Suites
Work with Network Coordinators to configure and troubleshoot switches
Work with IT Server Admin to reboot and configure servers
Troubleshoot connectivity for network printers, laptops, desktops and phones
Installed network printers and scanners using IP address and Hostname
Installed wireless printers and scanners as well as troubleshoot connectivity
Assist with AD-One Domain migration
Ship out assets to varies location
Manage Memphis site computer assets
TTI – phones numbers in and out
Process WOs and REQs in GAM
Bitlock recovery thru CryptoServer
Replace Switches/Routers
04/2014 – 08/2015 A3 Solutions/Compucom / Merck Memphis, TN
Technical Support Analysts II
Break/Fix(s) hardware repairs for PC in-warranty and out -of- warranty
Image desktop and laptops
Install, Move, Add Change (IMAC) activity
Managed print activities – troubleshoot printer jams, minor repairs & escalation schedule outside
Vendors repair for and fuser/toner replacements
Remedy Ticketing Software
TTI phone numbers in and out
Manage tickets to resolution according to priority level assigned to the Ticket and perform repairs,
Upgrade and restorations to the workstation as defined in SLAs
Unlock and reset passwords in Active Roles
Use Lync IM to remote in to share desktop to troubleshoot application issues
Use Jabber IM to remote in to share desktop to troubleshoot application issues
Use WebEX for web conferences and to remotely share users workstation
Manage ticketing queue for 6 sites other than Memphis
Migration from Windows XP to Windows 7
Communicate with field tech and vendors to resolve issues
Troubleshoot connectivity for network printers, laptops, desktops and phones
Installed network printers and scanners using IP address and Hostname
Installed wireless printers and scanners as well as troubleshoot connectivity
Supervised contractor hired January thru May-2015 on IT projects to help with PCs migration from XP to 7,and from
desktops to laptops, wiping HDs, imaging, PCs
Active Directory - User, computers, group and password reset
08/2011 – 05/2012 Share One, Inc Memphis, TN
Internal Technical Support
Install software on desktops & laptops.
Trouble shoots connectivity for printers.
Make documentation in folder of issues and procedures
Login remotely using Rescueme.com to trouble shoot and solve issues on computers.
Install hardware: power supply, monitors, UPSs, printers and scanners
Trouble shoot external clients through logmein .com
Document Procedures and post on Intranet
Trouble shoot MS Outlook issues
Create cases in HelpDesk
Setup VOIP phones and installed software
Used GoToMeeting
Used SharePoint to document procedures
Installed network printers and scanners using IP address and Hostname
12/2010 – 07/2011 The Conrad Pearson Clinic Germantown, TN
Internship – Technical Support
Install software on desktops & laptops.
Trouble shoots connectivity for printers.
Make documentation in folder of issues and procedures.
Fax information to fax server.
Active Directory – User, computers, group and password reset
Update software on desktops, laptops & Dynamo scanners.
Make sure all terminals have anti-virus protection and it’s updated.
Trouble shoots issues with x-ray readers.
Login remotely to trouble shoot and solve issues on computers.
Install hardware: power supply, monitors, UPSs, printers and scanners
Troubleshoot connectivity issue with printers, pc(s) laptops, and IPads
Installed network printers and scanners using IP address and Hostname
Installed wireless printers and scanners as well as troubleshoot connectivity
6/2003 – 12/2016 Sam’s Club Warehouse Memphis, TN
Floor Associate (03-2009 / 12/2016)
Lead Check Out Supervisor (COS) (12-2007 / 03-2009) Supervised 50 – 85 associates
Accounting Supervisor (08-2007 / 12-2007) Supervised 2 associates
Accounting Clerk (06-2004 / 08-2007)
Membership Associate (06-2003 / 06-2004)
Cynthia L. Jackson
7118 Kings Grant Cove
Memphis, TN 38125
901-***-**** hm
901-***-**** cell
ac11tt@r.postjobfree.com
Professional Reference List
Elizabeth (Erin) Moss
Merck Animal Health
Desktop /Network Support – Supervisor
Remote
ac11tt@r.postjobfree.com
Andrew Ritchie
Bayer HealthCare
Sr. Associate Director
Analytical Development I&D Engineering, Facilities, Tech Transfer & Clinical Supplies Sun/Foot Care
ac11tt@r.postjobfree.com
Joshua Williams
Bayer HealthCare
Customer Service Drug Channel
ac11tt@r.postjobfree.com
Wonda Thomas
Bayer Healthcare
Clinical Operations
ac11tt@r.postjobfree.com
Marcia Shea
Bayer Healthcare
CH-Partnering & Project
ac11tt@r.postjobfree.com
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