Technical Support Active Directory

AUBREY E. ROGERS

Phone: 561-***-****

******@*****.***

Technical skills:

Mid-range IBM computer operations and support; MS Windows hardware/software desktop support and basic network support; MS Office applications; Windows Operating Systems (Windows XP through Windows 10); VoIP fundamentals; Active Directory; PC hardware (new builds, troubleshooting and repairs); Security software installation, configuration and troubleshooting support

Employment History:

CompuSave Technologies, Lake Worth, FL 03/2016 - Present

PC Field Technician

Home and small business office network installation and troubleshooting

PC repairs and hardware upgrades and configuration

Software/hardware installation, configuration and troubleshooting

Printer installation and troubleshooting

Virus & spyware removal

Data recovery & backup

End user training and consultation

AARP Foundation, West Palm Beach, FL 01/2015 – 03/2016

IT Desktop Support Technician

Provided desktop PC support service to end users that included:

Software & hardware installations, upgrades and repairs

Printer and fax installations and configurations

Network maintenance and troubleshooting

End-user training and support

Evaluated and recommended new equipment and software acquisitions

OMG Tech Help LLC, Delray Beach, FL 07/2014 - 11/2014

IT Technician Level 2

Provided phone and remote computer access support to small businesses and individual consumers for issues ranging from:

Virus and malware removal

Internet service configuration and connectivity troubleshooting

Operating systems and applications installation and troubleshooting

Wired/wireless router and wireless access point device configuration and troubleshooting

Wired/wireless printer installations and troubleshooting

PC tune-ups and hard drive optimization

Customer training and recommendations

Incident ticketing, tracking, and end-of-shift reporting

Bethesda Healthcare, Inc., Boynton Beach, FL 02/2014 - 06/2014

IS Help Desk Analyst

Provided technical advice, troubleshooting assistance, problem resolution to an internal and remote community of over 2000 end-users

Created, changed and deleted new and existing user accounts using Microsoft Active Directory

Installed Microsoft and proprietary hospital productivity software

Setup, configured and repaired PCs and printers

Evaluated desktop computers, printers, and other hardware and software products in regards to user needs, production applications, cost effectiveness, and service performance of vendors

Created, modified, and changed user passwords using Microsoft Active Directory

Evaluated user requests to determine what problems and needs could be resolved immediately, and directed issues outside of my scope to Systems Analysts and Network Engineers as necessary

Documented all reported incidents in the Help Desk ticketing system

Monitored IBM main-frame computer and network systems and reported failures to internal Systems Engineers and/or outside vendors of issues outside of my scope

Teleperformance ASD, Boca Raton, FL 06/2011 - 02/2014

Technical Support Specialist (AT&T account)

Provided telephone technical support to customers including equipment installation, diagnosis and troubleshooting of wired and wireless computer networks for home users and small businesses

Setup email accounts, installed anti-virus software, troubleshooting and reset passwords

Setup and troubleshoot consumer products such as U-verse DVR and non-DVR receivers

Assisted with setup & configuration of routers and wireless access point devices

Assisted with setup and configuration of wired and wireless printers

Performed PC troubleshooting for internet connectivity, routine maintenance, and hardware performance issues

Created and documented orders for user replaceable equipment and accessories

Created field service Technician dispatches to customers’ homes and businesses

Trained customers in software and equipment usage, and offered helpful advice and recommendations as necessary

Documented all support incidents through the database ticketing and tracking system and followed up with customers to insure their complete satisfaction

Microsoft Technical Support Engineer (Microsoft account)

Provided technical support and training to Microsoft's customers by telephone, remote access, and e-mail

Set up and configured e-Mail accounts

Active Directory user setups and troubleshooting

Reset Network passwords for IT System Administrators and end-users

Domain name system (DNS) creation and records verification

Assisted customers with their migration to Office 365 cloud-based office productivity and network management service

Escalated service requests to other departments such as Billing and Exchange as needed

Documented and tracked all incidents to insure customers’ satisfaction

The Breakers Palm Beach, Inc., Palm Beach, FL 04/2006 - 12/2010

IT Operations Support Technician

Provided Help Desk technical support and training to end users by phone and e-mail

Reset end-user passwords

Monitored IBM AS/400 mid-range computers and network servers

Performed computer and network systems troubleshooting tasks, and escalated issues beyond my scope to upper management and/or outside vendors when necessary

Maintained backup tape library, and prepared nightly backup tapes for daily off-site storage

Education

Miami-Dade College, Miami, Florida 07/1984

A.S. degree in Computer Information Systems

PC Professor, West Palm Beach, Florida 06/2011

A+ PC Repair and Networking Support

Microsoft Certified IT Professional (MCITP) 12/2016

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