Microsoft Office Active Directory
Resume:
PROFESSIONAL SUMMARY
Over * years of extensive experience as a Senior Support Analyst, in supporting client’s laptops, desktops, tablet computers, and hardware/ software related issues.
TECHNICAL SKILLS
Operating Systems: Windows 98, 2000, XP, 7, 8.1,10.
Applications: Microsoft Office 2010 & 2013, and 2016 (Word, Excel, PowerPoint, Project, Access, Outlook), 0365, ClickShare, SeviceNow, Active Directory, Aventail, PrinterLogic, SCCM, AppV Citrix, SnagIt, Raynet, VMWARE, PowerShell Scripting.
PROFESSIONAL EXPERIENCE
Matrix Resources
Pioneer Natural Resources – Irving TX
Senior Support Analyst 04/2016 - Present
Package scientific, engineering, Scada, and “off the shelf” applications.
Prioritize application packaging requests to meet dead-lines and Service Level Agreements (SLAs).
Identify applications, secure source files, and wrapped them using PowerShell Application Deployment Toolkit for incorporation into SCCM.
Work closely with application owners on all application request phases until completion.
Prepare Quality Assurance test documentation based on the requirements, and perform testing to make sure the quality of packaging is maintained.
Perform QA testing for all applications in development.
Work as a primary interface with application owners, and pass the application through User Acceptance phase.
Perform User Acceptance Testing (UAT) on packaged applications.
Develop a custom install user interface (UI) script to enhance end user experience by allowing end users to install or defer installs.
Virtualization and troubleshooting of application installations using AppV Sequencer.
Build and support OSD images, and create Task Sequence in SCCM2012.
Assist in deploying Microsoft patches using Windows Server Update Service (WSUS) SCCM 2012.
Manage user collections, and publish application deployments in SCCM 2012
Diagnose SCCM desktop deployment issues and perform root cause analysis.
Support executive and urgent deskside tickets afterhours.
Deskside Support Specialist 09/2014 – 04/2016
Supported executive & urgent deskside calls, tickets, and e-mails.
Diagnosed, troubleshoot and resolve all hardware and software issues in a timely and efficient manner.
Installed, configure, and troubleshoot desktops, laptops, workstations, tablets, network printers, plotters, mobile phones, and other peripherals.
Configured wireless and troubleshoot connectivity issues.
Lead a refresh project; managed and assisted with imaging, installation, configuration and troubleshooting desktops, laptops, workstations, and Windows Surface tablets for refresh project and new employees.
Managed refresh project database of over 2500 systems.
Backup and migrate user data to new system.
Responsible for verification of proper functionality of refresh equipment.
Maintained inventory of new computer equipment, and provide reports of new and old asset information to management team.
Managed Active Directory users/groups: Resolve user account issues, and network folder permission access.
Followed up with customers to ensure issue(s) has been resolved.
Documented all issues and generate report detailing common problems and error trends.
Performed laptop backup of terminated employees prior to returning it to asset management.
Assisted in office moves and perform other duties as assigned.
Livewind Systems – Irving TX 02/2009- 09/2014
Deskside Support Specialist
Provided 2nd level support to medical offices, retail stores and warehouses.
Diagnosed, troubleshoot and resolved all hardware and software issues in a timely and efficient manner.
Received and responded to incoming calls, tickets, and/or e-mails.
Installed and upgraded computer applications and peripherals.
Upgraded and maintained computer hardware, and performed critical backups.
Installed and maintained network printers on Windows 7, XP, and 2000.
Configured, installed, and supported Microsoft Office Suite.
Configured wireless and resolved connectivity issues.
Created user accounts and assigned group rights using Microsoft server tools (ADS) Active Directory.
Deployed customized images to computers created with free and open source computer imaging solution (FOG).
Provided quick and one-on-one computer training sessions to new employees.
Escalated all tickets that could not be resolved to Tier 3 support.
Followed up with customers to ensure issue has been resolved.
Monitored problem queues and helped resolve outstanding issues.
Refreshed Laptops and Desktops, and Mobile devices.
EDUCATION
Bachelor of Science
New Jersey City University, Jersey City, NJ
CERTIFICATION
Network+ Training: Dallas Community College
Dell Certified Technician: Desktops, Laptops, Printers.
Apple ACMT 2016:
Apple Service Fundamental Exam (SVC-16A)
ACMT Mac Service Certification Exam (MAC-16A)
(Expected completion date 05-21-2017)
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