Sr Technical Support Analysts

Professional Summary

Skills

Certifications

Work History

ABDUL J MACAULEY

**** ******* *****, **********, ** 22306 (H) 703-***-**** (C) 703-***-**** *************@*****.*** Dedicated Technical Support Specialist experienced in network and user support, troubleshooting and software analysiswith the capacity to quickly learn and synthesize new networking technologies. Microsoft Office Suite, Windows XP and Window 7,

VM, ARS, Server 2008

Server to create Primary and Backup Domain

Controllers, create Domain Forests, manage

users and groups, and assigning rights/permissions / ADUC. Flat Domain

Knowledge and experience Using most industry

virtualization Application /Software

Seven years of experience building, troubleshooting, and upgrading computers in general

Knowledgeable and Experience in using Dame Ware,

LANDesk and any form of remote

access Tools.

Experienced using Arcserve, guardian edge, and most Backup or Encryption tool tools.

Experienced and knowledgeable in Mysql, PrimeOcr,

SAP, SRM Procurement, Oracle,

SMS, GPO.

Knowledge and experience in Sage Peachtree

Accounting.

Data privacy applications

Customer service expert

Analytical and critical thinker

Fast learner

Skilled multi-tasker

Skilled in HTML, HTTP and IP

Knowledgeable in Mac systems

Skilled in TCP/IP and WAN

System upgrades

System backups

Data backup and retrieval

Remote access technology

Excellent communication skills

Attained CompTIA+ Certification in July of 2005 Certification Advanced Tier Technical Support 02/2015 to 04/2017 IBM – Herndon, VA

History Remotely supports client (Clarivate Analytics - formally Thomson Reuters) users\' technical issues. Provide support for software and hardware as well as Active Directory account issues such as resetting passwords and controlling/troubleshooting access.

Configuring and troubleshooting VPN access, troubleshooting access to networked printers. Work closely with client users to assist in transitioning to new IBM support model. Installed software, modified and repaired hardware and resolved technical issues. Managed call flow and responded to technical support needs of customers. Met and exceeded company sales and productivity goals for [time period]. Resolved customer issues in a clear, courteous and straightforward manner. Demonstrated professionalism and courtesy with customers at all times. Resolved problems with malfunctioning products.

Followed up with clients to ensure optimal customer satisfaction. Network / Desktop Support 05/2006 to 01/2015

Thomson Reuters – Alexandria, Virginia

Local and remote support of users\' technical and facility issues. Provide support for software and hardware as well as Active Directory account issues such as resetting passwords and controlling/troubleshooting access.

Configuring and troubleshooting VPN access.

Maintain local and network printers including the physical printers and the network configurations on the server to allow access for users.

Travel to other office sites to assist with tear down and setup after office renovation or relocation. This included tagging, disconnecting, and packaging of desktop PCs, peripherals, servers, and printers. During setup, this would include setting up workstations, wiring cubicles, and testing of PCs to confirm users maintain same access after the move, as well as a triage day to assist users through any issues. Assistance was also provided in the data centers to rack network hardware and wire in network switches to punch panels.

Purchasing of software and hardware for the local facility including PCs, printers, servers, other network hardware, and all application software, upgrades, and maintenance agreements. Data center support.

UPS systems, racking and unracking of servers and other network hardware. Building/configuring Windows servers and running daily backups. Installed software, modified and repaired hardware and resolved technical issues. Sr Technical Support Analyst 05/2004 to 02/2006

Thomson Scientific – Arlington, Virginia

Office Moves - Build and support IT infrastructure for SBU System Migration - SW/Application process to a newer Education

References

system or platform.

Domain Migration - Migrate users from one Domain to the next. Example: Migrating TR users from legacy domain to TEN which is now the Enterprise domain that TR uses). Resolved customer issues in a clear, courteous and straightforward manner. Demonstrated professionalism and courtesy with customers at all times. Identified and solved technical issues with a variety of diagnostic tools. Technical Service Rep 02/2003 to 05/2004

Micropatent – Alexandria, Virginia

Acquired by Thomson Reuters).

Installed software, modified and repaired hardware and resolved technical issues. Provided base level IT support to non-technical personnel within the business. Managed call flow and responded to technical support needs of customers. Resolved customer issues in a clear, courteous and straightforward manner. Demonstrated professionalism and courtesy with customers at all times. Identified and solved technical issues with a variety of diagnostic tools. Resolved problems with malfunctioning products.

Followed up with clients to ensure optimal customer satisfaction. Technical Service Rep 02/2002 to 05/2003

Opitpat – Alexandria, Virginia

Followed up with clients to ensure optimal customer satisfaction. Installed software, modified and repaired hardware and resolved technical issues. Provided base level IT support to non-technical personnel within the business. Managed call flow and responded to technical support needs of customers. Some College Coursework Completed: Computer Science 03 Northern Virginia Community College - Alexandria

Computer Science

High School Diploma: 1999

T.C. Williams High School - Alexandra, Virginia

Bachelor of Science: Computer Science 2019

University of Maryland University College - Upper Marlboro, MD References will be furnished immediately upon request.

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