Support Active Directory

Gregory M. Williams

**** **** ***** **, ********, TX 77406 424-***-****

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

http://www.linkedin.com/pub/gregory-williams/25/659/b30

SUMMARY:

IT Professional with 12 years of experience in technical and customer support. I have proven teamwork orientation with the ability to successfully work with others across a global organization. I have proven the ability to analyze and troubleshoot issues in a timely manner to satisfy customer needs. I am knowledgeable and capable of reviewing all technology to help improve user productivity and reduce overhead costs. Current job skills range from network team support, user support, planning, testing, implementing new software and hardware, and supervising/leading a team.

CERTIFICATIONS: Comp TIA A+, ITIL v3, HDI Analyst Certifications

TECHNICAL SUMMARY:

Software:

Windows 95/98/2000/XP/Vista/7/8/10; Microsoft Office 97, 2000, XP, 2007, 2010, 2013, Office 365; Active Directory/Administration Tools, Microsoft Exchange 2007/2008/2010, Solar Winds, Spice Works, Numara Track-It 10, BMC Remedy, Change Gear, ConnectWise, Cherwell Ticketing Systems, Log Me IN Remote support, Salesforce, Securence, FogLight, EMC Avamar, Sharepoint, JDE, Star Law, Hummingbird, Compulaw, Trial Director 6, DSS Player Pro, Citrix, Microsoft SharePoint, Patch Link, LAN Desk Desktop Manager, Goodlink, SAP, Active Sync, Adobe Pro9, Win Zip, WebEx, Cisco Systems VPN Client, SMS Remote Client, Remote Administrator Viewer, Java, IE 7-10, Microsoft Edge, FireFox, FileMaker Pro5 and 6, Vertex, Norton Ghost, CCleaner, Malwarebytes’ Anti-Malware, Microsoft Forefront, Microsoft SCCM (System Center Configuration Manager), Acronis, Bomgar Remote Tools, Teamviewer, Mac OS X, Microsoft Office 2008 for Mac.

Hardware:

Dell Optiplex desktops, Dell Precesion, Latitude, and Dimension laptops, Ipad/Android Tablets, Sony Vaio laptops, IBM Thinkpad Tablets, Mac Pro desktops, Macbook Pro laptops, IMac systems, HP/Compaq desktops and laptops, Cisco Routers and Switches, Cisco Wireless Adapters, 3Com Switches, Linksys Routers and Switches, AT&T Wireless Adapters, HP printers and scanners, Canon Image Runners, Canon fax machines, DVR (digital video recorder) machines, computer based cash registers using POS (point of sale)software, Avaya and Aastra VOIP Telephones, Palm OS and PC based PDA’s, IPhones, digital cameras, CAT5 cabling, and other miscellaneous peripherals.

PROFESSIONAL EXPERIENCE

Sava Solutions/U.S, Drug Enforcement Agency-Houston, TX 10/2016-current

Position: Senior Customer Service Administrator

Provide on-site support and remote support for the South West Region of TX

Provide network administration, perform server maintenance, troubleshoot communications equipment and maintain and troubleshoot all user computers and peripherals

Administration of Firebird network security

Manage File and Directory permissions

Create, update, and track Service Center Service and Incident Tickets

Assist with the IT-related tasks during the Disaster Recovery Process

Install Laptop encryption on DEA laptops

Perform Firebird Mobile device provisioning and connection to AirWatch on Android and Apple devices

SPX Technologies-Houston, TX 7/2014-3/2016

Position: Technical Support Specialist

Image, reimage, repair and provide troubleshooting for desktops and laptops.

Onsite/office support for over 200 local users and 1000 remote and regional users.

Provide software support for Win7, Office 2010, Office 2013, Landesk, VPN, Citrix, Java, etc.

Setup email on Iphones and Ipads.

Create, track and respond to tickets in Service Desk Express ticketing system.

Setup, troubleshoot, and repair local and network printers.

Plan, develop, and administer backup and recovery processes. Monitor and collect data on system performance using SolarWinds

Implement IT best practices and professional procedures at workplace. Create knowledge documentation and provide training

Hines-Houston, TX 7/2013-7/2014

Position: Helpdesk/Desktop Support-Level II

Create and manage Global Active Directory Accounts and Exchange accounts.

Create and manage all user phone, voicemail, and Jabber accounts using Cisco Unified CM Manager and Unity Connection Administration programs.

Provide software support for Win7, XP, Office 2007, Office 2010, Citrix, Adobe Pro, JDE, Salesforce, Citrix, Java, etc.

Create, track and respond to tickets in Service Desk Express ticketing system.

Image, reimage, repair and provide troubleshooting for desktops and laptops.

Onsite/office support for over 350 local users and 1800 remote and regional users worldwide.

Setup email on Iphones, Ipads, Android devices and Blackberrys.

Dyonyx-Houston, TX 5/2012-4/2013

Position: Service Desk Level 2

Provided remote support for over 40 companies throughout Texas, Louisiana, and Washington DC.

Performed second level support, troubleshooting and maintenance for all desktop, laptop, and PDA systems

Created and managed Global Active Directory/Exchange accounts.

Managed Network, Sharepoint and all user access for all companies.

Managed and monitored servers with Solar Winds and Fog Light.

Worked with 3rd party deployment vendors and support providers as needed or required.

Implemented best security practices within the network design and worked with security specialists to minimize vulnerabilities.

Complied with all applicable SLA’s, policies and procedures.

Managed and maintained print servers.

Setup and provided troubleshooting to activate Blackberrys, Iphones and Android phones.

Parker Drilling (Contract)-Houston, TX 1/2012-4/2012

Position: Junior Network Admin/Helpdesk

Created and managed Global Active Directory Accounts and Exchange accounts.

Provided onsite/office support for over 300 local users and 1000 remote users worldwide.

Provided troubleshooting and repair for desktops, laptops, Iphone and Blackberry devices.

Provided troubleshooting and support for Avaya VOIP phone systems and multi-function printers.

Setup audio and video conferences using Polycom and LDS systems.

Maintained and updated image servers.

Maintained and managed printer server.

Provided software support for Win7, XP, Office 2007, Ivara, Lawson, Citrix, Salesforce, Adobe Pro, Autocad, YouSendIt and Cisco AnyConnect VPN.

Bowman and Brooke LLP-Gardena, CA 5/2011-12/2011

Position: Help Desk

Provided onsite/office support for about 100 local users and regional support for over 500 users in 9 offices (Austin, Columbia, Dallas, Detroit, Los Angeles, Minneapolis, Phoenix, Richmond, San Jose).

Repaired and provided troubleshooting for desktops, laptops and Blackberry devices.

Provided troubleshooting and support for Aastra VOIP phone systems.

Provided support and maintained local infrastructure/server room.

Provided software support for Win7, Office 2010, Starlaw, Hummingbird, Adobe reader, Ecopy Pro, Microsoft Lync, West Live Note, DT Search, Compulaw, Blackberry Desktop Manager, Caselogistix, CMS.Net and DSS Player.

CompuCom/Warner Bros. Entertainment Industries-Burbank, CA 3/2010-4/2011

Position: 2nd Level Onsite/Desktop Support Technician

Provided onsite and remote support for approximately 7000 employees under the Warner Bros umbrella (WB, WB Music, New Line Cinemas, Castle Rock Entertainment, Legendary Pictures, CW, Global Digital Media Xchange, and various other entertainment/production offices)

Team Lead of 8 traveling technicians.

Repaired and provided troubleshooting for desktops, laptops, Blackberry devices and printers.

Setup new printers and installed and updated print drivers on a printer server.

Installed and provided troubleshooting for over 800 WB specific software programs (Gator, Mars, 4Star, Stars, Extra, eDocs, pcDocs, upDocs, MMS, WB RSVP, event builder, etc)

Provided software support for Office XP 2003 and 2007, SAP, Citrix, Java, Adobe programs, Symantec, Aventail, Cisco Systems VPN Client, Iron Mountain Connected, Credent and PgP.

Karl Storz Endoscope-El Segundo, CA 7/2006-1/2010

Position: Client Support Specialist-Level 2

Team Lead of 11 members which consisted of scheduling and leading team meetings, creating team summary reports, distributing tickets to team members and providing support with issues.

Team liaison between service desk/helpdesk and end users.

Provided desk side/phone support for 300 on-site users, 250 remote sales users and over 1000 global users using SMS, Remote Admin and WebEx remote tools.

Provided installation and configuration of laptop and desktop machines using SCCM to assess, deploy and update devices to install Windows XP as the OS.

Provided software support for Microsoft Office 2007, SAP, BMC Remedy Management Suite, Salesforce, Kronos Workforce Management, Cisco Systems VPN Client, Citrix and various other software.

Managed user accounts and computers using Windows Active Directory.

Repaired and provided troubleshooting for desktop/laptop workstations, printers and various other peripherals.

Managed inventory and ordering off all standard IT hardware for the North America Region using SAP.

Managed user accounts within SAP.

Provided setup and troubleshooting for Avaya desktop VOIP Telephones, setup audio/video conferences using Tandburg Management Systems.

Provided setup and configuration of cellular devices with the company Exchange Server.

Goodwill Industries of Southern California-Los Angeles, CA 1/2004-7/2006

Position: Retail/Service Desk Technician

Provided on-call, remote and onsite support for over 300 users including retail stores, donation centers and other Goodwill locations.

Built, configured, installed, repaired and provided troubleshooting for desktop workstations, laptops and computer based cash registers using POS (Point of Sale) software, DVR (digital video recorder) security systems, printers and various peripherals.

Provided setup for local area networks, VPN Servers/Firewall Routers, Domain Controllers and DHCP Servers.

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