Active Directory Customer Service

Joseph Stephenson III

Spring, TX ***** ● 832-***-**** ● ********************@*****.***

IT Technical Professional

Software Implementation Solutions Leader with organizational and time management skills.

Technical Professional who analyzes problems and develops solutions. I am motivated and passionate about working with customers. I’m a quick learner that has good technical fundamentals with a high energy level and a desire to learn. My intention is to bring relevant insight and perspective in helping customers overcome challenges through collaboration and facilitating a win-win paradigm. I am confident that my proactive team member attitude and skill set will have a positive outcome for any company. I’m able to do extensive analysis and work independently while ensuring that system hardware, operating systems, software systems, and related procedures adhere to organizational guidelines, in a cost-effective manner while minimizing network downtime.

Summary of Accomplishments

US Military Veteran who has served in a variety of Logistical and technical positions. I excelled at meeting deadlines, consistently performing required job duties at a high level of expertise by communicating clearly

and being well organized

Over 10 years in working with proprietary software, IT Support and Network Administration which has increased company efficiency and technical capabilities in a variety of applications and environments.

Professional Experience

Motiva Energy Services 03/2017- 06/2017 Technical Support Analyst (Contract)

Worked collaboratively with technical teams to document steps needed for improvement and to drive requirements and milestones. Prioritize work to resolve complex support issues. Business workflow improvement, coordinating implementation of application changes/upgrades

Analyzed incident database to identify troubled patterns, and work with impacted applications and via remote tools and techniques. Analyzed and improve knowledge database to reduce resolution times and improve contact outcomes.

Troubleshooting for data errors for CRM systems and fixed discrepancies which streamline and enhance the ability for staff to utilize the new software system. Assisted with the development and implementation of new SOP involving PC-support duties. These activities include the testing and the rolling-out of solutions

Provide technical PC software/application support and hardware issues for the MS Office including SharePoint and other applications used by the MS Office. Provided updates, status, and completion information to management.

Documented IT best practices and user guides on application SharePoint

C&J Energy Services 10/2016 –12/2016

Technical Support Specialist (Contract)

Provide technical PC software/application support and hardware issues for the MS Office including SharePoint and other applications used by the MS Office. Provisioning and installation of hardware and peripheral components include desktop computers, laptops, monitors, keyboards, phones, mobile wireless devices, and printers on user's premises and over the phone.

Performed cross platform audits of Active Directory (AD) objects and user permissions. Developed organizational units in Active Directory (AD) and managed user security with group policies.

Managed User Accounts on Windows Platform (Creation, Deletion, Permissions, and VPN Access).

Installed software updates, patches, on new software products. Troubleshoots connectivity and VPN issues

Performed Microsoft Exchange user management which ensured correct credentialing and access for all employees. Provided remote access support to ensure that end users were fully supported and functional at all times. Application access and installation support (Remote Graphics, High Performance computing, database and LAN access, etc.)

Rollins Incorporated, Atlanta, GA 11/2015 – 8/2016

Software Implementation Specialist

Application Delivery and Lifecycle Management. Implementing proprietary CRM software system throughout a fortune 500 company which consisted of IOS and desktop applications nationwide, while minimizing downtime and lost revenue which has increased company efficiency. Interface directly with clients at executive and administration levels to communicate implementation process, set and manage expectations. Conducted pre-go-live and post go-live training and final audit to ensure best practice is prepared to be turned over to support. Instructed users in use of equipment, software, and manuals. Provided technical project oversight and leadership to successfully implement the product for the client.

Provided updates, status, and completion information in a fast-paced technical environment via problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication. Performed cross platform audits of Active Directory (AD) objects and user permissions. Developed customized business process solutions for each branch's operations.

Troubleshooting for data errors for CRM systems and fixed discrepancies which streamline and enhance the ability for staff to utilize the new software system. Assisted with the development and implementation of new SOP involving PC-support duties. These activities include the testing and the rolling-out of solutions

Norton Rose Fulbright US LLP 02/2015 – 07/2015

Technical Support Specialist

Provided technical PC software/application support and hardware issues for the Office including SharePoint and other applications used by the Office. Provided assistance in maintaining and troubleshooting Microsoft Office products and CRM Systems. Performed Microsoft Exchange user management which ensured correct credentialing and access for all employees.

Processed effective provisioning, installation/configuration, operation, and maintenance of end-user hardware and software and related infrastructure ensuring that system hardware, operating systems, software systems, and related procedures adhere to organizational guidelines Performed cross platform audits of Active Directory (AD) objects and user permissions.

Managed User Accounts on Windows NT Platform (Creation, Deletion, Permissions, and VPN Access).

Developed organizational units in Active Directory (AD) and managed user security with group policies

Coordinated activities with system and network services, or other information systems groups on various projects from a customer service perspective in order to help the end user have an easier experience, updating the knowledge portal with updated information while continuing to use, test and train new applications, report findings and generate technical reports.

Provided remote access support to ensure that end users were fully supported and functional at all times.

United Airlines/Core Staff 05/2014 – 02/2015

Systems Engineer and Deployment Specialist

Planned and executed strategic hardware and software deployment. This included: logistics planning, technical and release planning and post support planning. Processed hardware requests and performed updated documentation while performing routine system testing. Coordinating system reliability issues with IT support organizations.

Collaborated with United IT Operations groups to perform proper transition for post-deployment support. Built relationships with outside venders/ business units such as procurement to manage and secure quotes/bids, confirms orders are correct, invoices are fulfilled and received Analyze, installed, and tested upgrades of externally developed application programs.

Installed computer hardware and software including configuration of enterprise software using SCMM 12/7, performed network and hardware diagnostics and troubleshooting to ensure full functionality for all users. Asset tag innovatory management. Used SCCM 2007 R2 and SCCM 2012 R2 capabilities to manage all aspects of Windows-based desktops, servers and devices from a single hub within United’s IT infrastructure.

Form 10 Group/ State of Texas 01/2014 – 03/2014

Technical Implementation Specialist/Computer Hardware

Trained staff on new Microsoft proprietary software and hardware which has resulted in increased understanding of the system while minimizing downtime and lost revenue. Assisted with the development and implementation of new operations policies/procedures involving PC-support duties

Provided general hardware preventative maintenance and repair on desktops, laptops and printers as well as configured and maintained wireless LAN access points and performed patching and troubleshooting of software installations

Supported and maintained operational application software packages and maintained server rooms. Prep all old inventoried equipment for return to home office. Completed and submitted field service documentation for billing, inventory and paperwork.

LGI Homes 07/13 -09/13

Helpdesk/ IT support (Contract)

Provisioning and installation of hardware and peripheral components include desktop computers, laptops, monitors, keyboards, phones, mobile wireless devices, and printers on user's premises and over the phone

Provided technical telephone and remote access support to correct software and hardware problems. Configure and maintain wireless LAN access points. Support and maintain operational application software packages

General upkeep of the computer room and systems storage area. Built and deployed PC machines to other Offices around the country. Technical application basic troubleshooting, monitor support ticket queues, coordinate problem resolution with appropriate internal resources or vendor contacts.

Education & Skills

ITT Technical Institute, 06/2013

Associate of Applied Science Degree Program Network Systems Administration, with honors

Computer Skills

Windows OS, Active Directory, Ability to troubleshoot difficult technology problems and independently learn new software, Dynamic CRM systems, IOS systems, Microsoft/Dell and HP desktops/laptops. Android devices, Field Glass. Applications in Citrix, Service Desk, Remedy Ticketing System, VM ware, Different Technical Applications Citrix Xen Desktop, SCCM 7 & 12, HPCA, MS SQL Server Databases ITIL and ITSM. I have advanced working knowledge of Microsoft applications, including Access, Outlook, Word, Excel and PowerPoint. Maritime software. CEVA Logistics tracking software. TCP/IP, Ethernet networks, Application layer technologies. IT Systems, Risk and Data Management, Application database and infrastructure management Understanding of VoIP systems. Desktop Imaging & Deployment

Awards

USCG Unit commendation ribbon

USCG special operations ribbon

USCG meritorious unit commendation ribbon

National Defense service medal

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