Customer Service Active Directory

Drew Foster

Multi-Certified IT Support Professional

Macdona, TX 78054

****.********@*******.*** - 210-***-****

Tier 1 Helplines Technical Support User Training Software/PC/LAN Troubleshooting Major Incident Outage Coordinator Quality Assurance

Authorized to work in the US for any employer

WORK EXPERIENCE

Quality Assurance Analyst

S3 - Strategic Staffing Services - San Antonio, TX - 2016-12 - Present Utilize Verint software to listen to tech calls Utilize ACM software to score tech calls Provide documented feedback to improve Incident Documentation and Customer Service of tech calls Monitor and Approve RSS tickets for thin client replacement escalation Provide one- on -one coaching sessions to techs to improve scores and answer questions regarding their performance. Desktop Support Technician

S3 - Strategic Staffing Services - San Antonio, TX - 2015-10 - Present RSS: Remote Support Services/ISP/VM Re-Builds

Mapping network drives Printers File copy functions Manual installation of software applications Verify PC has been installed - including hardware, software, user data, and profiles Address user questions Recognize and repair hardware malfunctions Capture metrics related to quality of work performed and provide a written report Document lessons learned and provide a written report of same Provide support in accordance with Standard Operating Procedures (SOP's) Rebuilt Customer Virtual Machines as necessary utilizing proprietary automation tools Contacted Customer Business ISP on Customer behalf to identify/resolve connection issues Outage Coordinator

S3 - Strategic Staffing Services - 2016-07 - 2017-01 Monitor social intranet pages for possible Major Incidents Send notifications to various field groups via Send Word Now regarding Major Incidents Post incident notifications on company dashboard 2 week Rotation between RSS/ACC

7/2016 - 8/2016 : VPN Project

Total VPN incidents the service desk had logged for the last 3 months (May 2016 - July 2016), analysis consisted of reviewing Service Desk incidents, checking for accuracy and ensuring correct affected items were assigned

Lab Support Specialist

Hallmark University - 2014-05 - 2015-08

Assisted Users in the lab with technical Issues Provided Assistance by phone/email/in person with logon issues Proctored college/university entrance exams Created users and modified accounts using Active Directory Performed basic troubleshooting on lab equipment when necessary Changed-out power supplies when necessary Locked/unlocked student accounts

PC Migration Tech

TEKsystems -Baptist/Vanguard - San Antonio, TX - 2014-01 - 2014-04 PC Migration Tech

Part of a Windows 7 Migration team with a goal to provide Baptist Clinics with Windows 7 computers by April deadline Re-imaged Clinic Desktop and Laptop XP Computers with Acronis Imaging software Setup new Windows 7 computers workstations and all related equipment Onsite User Assistance Installed printer software and clinical software Configured computers to work with Athena Disconnect/Reconnect Services Backed - up user data to a server to transfer data to new computers Perform troubleshooting of hardware, software and user issues Consulting Technology Professional

Disconnect/Reconnect Services - San Antonio, TX - 2013-10 - 2014-01 for Clients Move and setup computer workstations and all related equipment for in house clients and new hires On Site User Assistance

Technical Support

VOLT, Inc - 2012-08 - 2012-11

Provided customer service phone support on iPods, iPhones and iPads Assisted customers with trouble- shooting their device concerns Utilized tracking system to open, log, track and close tickets from end users. EDUCATION

Associates in Information Systems Administration

Hallmark College - San Antonio, TX

2013-06

CERTIFICATIONS/LICENSES

A +

2013-08 - 2019-10

Security+

2013-10 - 2019-10

ADDITIONAL INFORMATION

Additional Education:

A+ Network + Security+

Microsoft: Windows XP Windows 7 Windows 10 Office 2010 SQL Server 2008 Active Directory Exchange Server 2010

Windows server 2008: Network Infrastructure Configuration Applications Infrastructure Configuration Active Directory Configuration Enterprise Administrator

Linux: CentOS, Ubuntu

Cisco: CCENT Routing Protocols and Concepts LAN Switching and Wireless Accessing the WAN CCNA Security

Ticketing Systems: Service Now Remedy Service Manager

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