Resume

Sign in

Customer Service Active Directory

Location:
Memphis, Tennessee, United States
Salary:
50000.00
Posted:
August 28, 2017

Contact this candidate

Cynthia L. Jackson

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

Memphis, TN

901-***-****

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

870-***-****

ac11tt@r.postjobfree.com

Andrew Ritchie

Bayer HealthCare

Sr. Associate Director

Analytical Development I&D Engineering, Facilities, Tech Transfer & Clinical Supplies Sun/Foot Care

901-***-****

ac11tt@r.postjobfree.com

Joshua Williams

Bayer HealthCare

Customer Service Drug Channel

859-***-****

ac11tt@r.postjobfree.com

Wonda Thomas

Bayer Healthcare

Clinical Operations

901-***-****

ac11tt@r.postjobfree.com

Marcia Shea

Bayer Healthcare

CH-Partnering & Project

901-***-****

ac11tt@r.postjobfree.com



Contact this candidate