Desktop Support Active Directory
Resume:
Mary A. Bridges
***********@*****.***
Objective
Goal oriented professional seeking a direct hire opportunity. Utilizing a strong work ethic, customer service, organizational and problem solving skills, along with a diverse background ensures exceptional support and contribution to the overall success of the business.
Certifications
CompTIA A+ Technician Certification
Microsoft Certified Systems Engineer NT 4.0 Certification
Implementing and Supporting Exchange Server 5.5 Certification
IBM – Desktop and Mobile Certification
HP/Compaq Accredited Platform Specialist Certification
Dell Desktop and Mobile Certification
STI Knowledge CHDP ‘Certified Help Desk Professional’
ITIL Foundation
Training
Microcomputer Technical Institute - Office Technology Certificate for Office Administration
Kingwood College MCSE Certification Program
Microsoft SysInternals
Software
Active Directory on Windows Server 2008 R2
Microsoft Exchange Server 2010
Windows 7 (32/64bit)
MS Office 2016/365 Pro Plus
Heat 7, 8.0 – Remedy 7.5 - Kaseya
MS Exchange 2010/2016, Lotus Notes
Internet Explorer 11, Firefox, Chrome
McAfee Enterprise, Symantec Endpoint Protection, Kaspersky Enterprise Solutions
Microsoft SharePoint 2013
System Center 2012 Configuration Manager
Acronis True Image 2017
Remote Solutions – Cisco AnyConnect VPN, SonicWall VPN, Kaseya Remote Desktop
Automated Firecall Desktop Client 2.2
MS FixIT / SysInternals
Absolute Computrace
A.R.S. Active Roles Server
Cisco CallManager and Unity Voice, Taridium's ipbx v2elite VoIP services
Office 365 Enterprise
Experience:
12/15 – 06/17 Pharm-Olam International
Helpdesk Specialist (Helpdesk/Desktop/Systems Admin)
HELPDESK/Desktop -Monitor/Manage Queue, route, escalate, create, resolve and close tickets as required. Respond to, update and resolve Kaseya tickets (Local and Home Office) while answering incoming user requests, inquiries and trouble issues via walk-bys, email, Skype messenger and VoIP. Provide desktop and remote support for service requests and trouble tickets. Create and update processes as necessary, improving response time and overall IT performance objectives.
OFFICE 365 ADMINISTRATION – Assign and remove product licenses as necessary for new and expired users via Office 365 Admin Center. Software installs and reinstalls using portal. Completed Office 2010 migration for 300 users moving to Office 365 using Kaspersky Security Center tasks. Manual installs were also required to complete the project.
ACTIVE DIRECTORY – Create and Disable user and computer accounts (Starter/Leaver Tasks) as requested by Human Resources, Monitor and Fulfill user Access Requests for Groups, Manage users and computers organization units. Troubleshoot/resolve access issues related to user profile configuration. Administer basic security via GPOs.
EXCHANGE SERVER Admin - Create and manage MS Exchange mailboxes as required by HR Starter and Leaver task requests. Move mailboxes and archives as necessary. Provide management access to user’s mailboxes as requested.
KASEYA SERVER – Update agents on user’s PCs as necessary, Maintain PCs and agents as leavers hardware is returned to IT.
KASPERSKY SERVER – Install end user software and agents manually and via Kaspersky tasks. Monitor computer’s status and resolve issues as necessary. Alert network administrators of found issues that require escalation.
HARDWARE - US Starter builds, PC Hardware refresh and redeployment, Breakfix - warranty and non-warranty Hardware, Shipping and Receiving - Hardware and Tracking
PROCUREMENT -Order, provision and maintain adequate levels of IT Hardware. Request and manage licenses for Adobe and Office 365 as requested/required. Create and provide invoicing documentation to Accounts Payable.
DATA – Recover and backup Leaver's data to users, H:\UserID, while providing Line Managers access to data as requested.
VOIP – Configuration, deployment and troubleshooting of new and existing Polycom IP phones and X-Lite on Polycom VoIP phones and server.
SKYPE – Create, Manage and troubleshoot user’s accounts in the company Skype Manager’s system.
NEW HIRE TRAINING – Update New Hire Induction checklist as needed to include necessary information required for a Starter. Provide in person IT Inductions while providing new user hardware and information as it pertains to IT and the individual user as required by their specific role in the company.
05/13 – 04/15 Exterran Energy Solutions
Intermediate Support Analyst
Intermediate Desktop Support Analyst providing direct and remote support to North America internal and external user population.
Responsible for resolving escalated hardware and software issues on supported HP laptop and desktops, imaging and deployments, move assists, hardware lifecycle, troubleshooting software installations, network connectivity and PC performance issues, wireless technologies and network printer installation and troubleshooting.
Performed network print server administration and coordination for company print servers.
Cisco Call Manager and Unity Voice administration including Cisco IP phone installs, user account creation with active directory, troubleshooting and other technologies, including IP Communicator.
Participated in rotating OnCall schedule.
Traveled to support North America hardware and software rollout project/training for Field Service Technicians.
Received performance award for managing hardware rollout to new HR assets acquired after a major company acquisition.
06/09 – 03/13 ExxonMobil - Upstream Development
System Analyst
Desktop Support Analyst providing direct and remote support to the general user population (3500) in a multi-domain environment. Executives and Offsite conference support as requested.
Utilize Remedy problem tracking tool to log and track customer requests including escalation of problems to 3rd level support teams as appropriate.
Responsible for resolving hardware and software problems by interfacing with clients using supported technologies. Support includes laptop and desktop deployments to new users (including Linux high-end workstations), KVM switch install and configurations, global domain move assists, hardware upgrades and software installations, network connectivity issues, wireless technologies, smartcard technology, network and local HP printers and scanner installations and troubleshooting.
Work with hardware and software vendors to resolve issues
Perform Asset Center updates for hardware asset tracking purposes.
Assisted with migration project, XP to Win7 and Lotus Notes to Outlook 2010
07/06 – 01/09 LyondellBasell Industries
Production Certification Analyst/Change Management Analyst/Change Control Analyst
Service Desk Analyst and Desktop Support Analyst
07/08 – 01/09 Validates that the necessary cost-effective processes, controls and procedures are followed to protect and maintain a viable computing environment.
Verifies key activities in the process to migrate changes from our developmental environments to the Enterprise production environment. This includes both SAP and non-SAP changes.
Coordinates and controls movement of changes from the test environment into the production environment. Analyzes and communicates impact of these changes to the appropriate functional groups.
Identifies change management conflicts and is instrumental in resolving those conflicts.
Deploys new software and software upgrades via, SMS, and GPO.
Accurately and timely captures, records, and reports production certification activities in conformity with Information Technology policy.
Identifies, investigates, and resolves errors to ensure validity of records.
Reviews and improves production certification processes and procedures.
10/06 – 07/08 Answer Service Desk calls. Resolve, log and track customer requests using a problem-tracking tool (cSupport). As appropriate, escalate problems to 2nd and 3rd level support teams.
Routinely check voice mail and monitor the Help Desk mailbox and ensure requests are logged into the Help Desk system within agreed timeframes.
Document detailed steps completed during incident resolution for future problem reproduction and resolution.
Foster excellent relationships and communications with client users and IT peer groups.
Research problems and document solutions consistently and correctly in writing and do so with good grammar, spelling, and overall good written communication skills. Ability to multi-task efficiently.
Provide intermediate level support for the Microsoft suite of products as well as desktop and manufacturing applications (i.e. Office 2003, Windows XP, Internet Explorer, Visio, Outlook, SAP, Aspen Tools, Active Directory, VoIP, etc).
07/06 – 09/06 Responsible for enterprise Client hardware and software support. Resolve moderate to complex hardware and software problems by interfacing with clients using supported technologies. Responsible for imaging, deploying and moving computing devices, including peripherals.
03/06 – 07/06 Transocean Offshore Deepwater Drilling Inc.
Integrated Desktop Support and Customer Call Center Analyst with 20% call center support.
06/01 – 03/06 American Bureau of Shipping
Hardware BreakFix Technician/Desktop Support Analyst
Break-fixSupport Technician
Tier 2 Field Support
Desktop Support Technician
08/00 – 02/01 Management Controls, Inc.
Microsoft Systems Engineer – Jr Network Administrator and Desktop Support
03/97 - 03/00 GE Capital Information Technology Solutions
IT Service Break-fix Administrator
References are available on request.
Contact this candidate