Technical Support Active Directory

WESLEY JORDAN

*** ****** ***** ** *****: 404-***-****

Marietta, GA 30067 Email: ac1q09@r.postjobfree.com

AREAS OF EXPERTISE:

Active Directory, MS Exchange Sever 2007, MS Exchange Sever 2010,

Experienced in Windows XP, Vista, Windows 7, Windows 8, Mac OS

Experienced in Microsoft Office 2007, 2010, 2013, MS Project and MSVisio. LOTUS NOTES 7, 8.5

Citrix VPN Access, Citrix Apps, Secure Checkpoint VPN, Nortel Networks VPN, Aventail VPN, Terminal Service, PBX Telephone System, DameWare, LanDesk, GoToAssist, TeamViewer, PC Anywhere, Ghost 9.0, Power Quest Imaging software

ESP Ticketing System, Remedy Ticket System, USD Ticketing System, Rem Vantive Ticket System, Track-it Ticket System, iSupport Ticket System, Heat Ticketing System

EMPLOYMENT:

OnePath Kennesaw, GA

Technical Support July 17 – Present

Provide technical support via a ESP ticket system, and ShoreTel phone system for Network, CDN, and Colocation

Assist field technicians and end-users with connectivity issues regarding cabling and configurations

Monitor global networks and server farms ensuring availability according to service level agreements

Troubleshoot and proactively identify potential problems and make recommendations regarding solutions

Assist management with providing additional information on closed dispatches as requested by QA and Project Managers.

Close all dispatches when required by field engineers while communicating and follow-up with customers within SLA

Jordan Photography & Computer Services Marietta, GA

Support Technician May 13 – July 17

Build, imaged, deploy, sale, and support computer systems with digital streaming capabilities.

Troubleshoot and resolve computer issues on desktop, laptops and mobile devices. Remove viruses, back up data, upgrade operating systems, install software, and troubleshoot application and connectivity issues.

Oversee, and maintain purchasing, asset tracking, and supply chain management.

Provide excellent customer service while exceeding the customer’s expectation.

Plan, prepare, and implement project plan for photo shoot and or T-shirt layout and designs.

QBE FIRST Atlanta, GA

Client Support Analyst May 12 – May 13

Provide Technical and Administrative support as Service Desk Technician, resolving issues and creating tickets within the Heat Ticketing system.

Within Active Directory, I Created User Accounts, Contacts, Email Groups, Distribution Groups, and grant / remove user’s access therein.

Use Active Directory to unlocked account, verify usernames, and reset passwords.

Create User accounts for multiple proprietary applications, Databases, and Mainframes.

Use remote tools, GoToAssist to remote into user’s computers to resolve software applications, to change laptop / desktop configuration, printer, and Vpn connection related issues.

Use LanDesk to run quiries on Agent Configurations, inventory scans, software distribution, OS deployment, Files transfer, remote control and power management.

Mapped computers to Shared Drives, and printers to ensure user’s had printing capability.

Set-up and provide technical support MS Outlook, Instant Message, and Webmail.

Use Communications Management, Agent Dashboard (VOIP) to communicate with internal, external, and remote employee.

American Cancer Society Atlanta, GA

Support Technician I and II May 11 – May 12

Provide technical support as Level I and II Help Desk Technician, resolving and documenting issues within the ISupport ticketing system in a high call volume support environment.

Setup, troubleshoot, and resolving issues for Mobile Devices; IPhones, Andriods, Blackberry, and PDA’s.

Use remote tool Bomgar to remote into user’s computers to resolve software and printer issues.

Use Active Directory to create accounts, unlocked account, verify usernames, reset passwords, and managed rights and permissions therein.

Mapped computers to Drives and printers to ensure user’s had printing capability.

Set-up and provide technical support Lotus Notes, Sametime, and Webmail.

Use Avaya IP Agent (VOIP) to communicate with internal, external, and remote employee’s.

Siemens IT Solutions Atlanta, GA

Support Technician April 09 – May 11

Provided technical support as a contractor/ consultant to Siemens IT Solutions and Services/ Synovous Bank of North Georgia to install, configure and set-up new Lexmark Multi-function Printers inside the banks and at the Corporate Office locations throughout northern and west Georgia (Model(s): X652de, X656dte, X658dtfe, X658dtme, and C782e).

Constructed the Multi-function Printer component by component (printer trays, duplexer, printer, scanner, and fax machine).

Configured the IP Address, Subnet Address, Gateway Address, and WINS Address to ensure the printer would be accessible on the company’s network.

De-installed and packed printer with expired lease to be shipped back to Lexmark company.

Mapped computers to the printers to ensure user’s had printing capability.

Provided training to employees on the usage and troubleshooting of the multi-function printers.

Provided asset management and tracking for inventory purposes.

CSC Atlanta, GA

Desktop/Technical Support Feb 07 – Jan 09

Provided technical and administrative Support as a contractor/ consultant to Textron Financial and British Telecom to manage a domain migration, troubleshoot, manage and maintain the Network, PBX, Vpn, pc, and printer break/fix issues.

Provided local and remote technical assistance to End User’s in the office and in the field.

Managed and maintained computer’s and user’s accounts in Active Directory.

Imaged machines using Ghost 9.0 according to company specifications, and deployed new PC's that had to be configured and migrated into domains.

Used USD Ticketing system and Remedy Ticketing system to generate, track, troubleshoot, and resolve user’s issues.

Used troubleshooting skills to resolve LAN/WAN connectivity issues

Installed and configured VPN applications for end users.

Performed data migrations to transfer user’s profile, user’s data, MS Outlook PST/Lotus Notes data files and Signature files, as well as manual transfers.

Mapped computers to drives and printers, as well as upgraded hardware components.

Set up network data and phone connection using the PBX system.

Provided Asset Management and Tracking for inventory purposes by inputting asset information into an excel workbook and updating the master record.

Placed orders for new laptops / desktops and mobile devices to be deploy to users.

Comcast Corp Atlanta, GA

Technical Support March 04 – June 06

Provided first line support for the end-users.

Used proficient troubleshooting skills when end users were having technical difficulties with their service. The troubleshooting covered a wide range of areas from network connection to email problems.

Used Track-it Ticketing system to track, troubleshoot, and resolve user’s issues

Used troubleshooting skills to resolve LAN/WAN connectivity issues

Used MS-Dos command prompt to check IP address and, also ping additional IP addresses.

Used PC anywhere to connect to customer’s computer to determine if software problems exist within the customer’s computer.

If determined yes, updated the customer’s Antivirus software with the latest patches.

When customers were having problems with email, CADM was used as a resource to check to see if Lotus Notes had corrupted INI files.

Utilized Active directory to add users and computers to workgroups and or domains.

EDUCATION & CERTIFICATIONS

Strayer University – June 2016

Bachelor of Science

Information Systems Project Management

TCI-COLLEGE OF TECHNOLOGY – May 2002

Associates Degree of Applied Science

Digital Media Arts Technology

A+

Net+

ITIL Foundation v3

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