Technical Support Active Directory

Bernard A. Woesten

**** ******* ** **** **, *****

Phone: 919-***-****

Email: *******.*******@*****.***

Certifications: A+ Net+

Objective

To obtain, a challenging position in an IT environment where my resourceful experience and academic skills will add value to organizational operations.

Technical Summary

I have several years IT experience, in the windows desktop networked environment. Both on the tier

II and I level, properly escalated issues to correct resolver group. Skills include, VPN. Performed

Administration on RSA accounts, PIN resets etc. Windows active directory, creating accounts,

password resets windows and main frame, while working with the company's security verification, Work

from home Wifi and LAN trouble shooting. Blackberry and Good for enterprise administration support.

Migration support, LAN printer support, MS Exchange email trouble shooting. VM ware (Virtual

desktop) support. Citrix IE trouble shooting. Trouble shooting via remote desktop connection. Also

worked with MAC OSx. Tracked and logged incidents via the service now ticketing system. Assisted

customers with online ordering of services on the company's web sites.

Professional Experience

Martin Marietta

Help Desk Analyst - Tier ii

10/2016 – Present

Took first level phone calls from customers in order to fix PC related IT issue(s) involving

Mainframe virtual applications, Windows applications, Office applications, Custom applications.

Resolved issues with point of sales systems

Used Active directory to create and manage user accounts. Also used AD to create network shares

Created and used Knowledge Articles

Familiar with Magic and SNOW (Service Now) ticketing systems.

Assisted users with putting in Service Requests on the company web site.

Resolved issues with Citrix application and shared hosted desktops.

Resolved isuees with VM ware image desktops.

Solved VPN and Wireless connection issues for end client. On corporate laptops, smart phone and tablets Blue Tooth and WIfi.

Anthem Contract

Help Desk Analyst - Tier ii

01/2013 – 10/2016

Took first level phone calls from customers in order to fix PC related IT issue(s) involving Mainframe virtual applications, Windows applications, Office applications, Custom applications

Solve work from home VPN connection issues and or application issues on the work from home PC's.

Skills include the Following: Active Directory, Main Frame password resets, Windows troubleshooting, solving issues with routers, VPN - TCP\IP, Remote access assistance, Virtual desktop trouble shooting.

Citrix client setup, solving wi-fi issues for work-from home users.

Mobile Iron administration up and deploy mobile iron accounts and trouble shoot. Blackberry administration, managing incidents through remedy and service now (SNOW) ticketing system.

CompuCom

Technical Support Representative

08/2005 - 12/2012

Provided tech support for large nationwide financial services organization, service included VPN RSA trouble shooting.

Blackberry, GOOD for Enterprise, Mobile Iron admin. Enforced the security polices of the customer.

Used remote desktop services with elevated admin credentials to repair and reinstall windows applications.

Also did tier II work contacting to the customer to resolve previous issues.

Hanscom AFB

Technical Support Representative

09/1998 - 08/2005

Provided technical support for windows based communications system, Problem resolution includes network problems, printer, ip addressing, and hardware problems.

Used MS office suite, access, Excel, Word, FrontPage.

Maintained data base for parts and equipment tracking using MS access.

Produced weekly reports for management and made up weekly work schedules using self-created MS access application.

Used Remedy software to track trouble call tickets. Carried pager 24/7

United States Navy NOB

Electronics Technician

08/1992 - 08/1998

Provided technical support for navigation system with a Windows interface.

Trouble shooting hardware problems, board swapping, component level repair and trouble shooting.

Used test equipment such as multi meters and oscilloscopes Ran three man copier and printer repair shop.

Education

06/2005 University of Massachusetts Lowell, MA Bachelor's Degree Information Technology

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