Active Directory Support

Gregory P. Rodgers Dublin, CA – Phone: 510-***-**** – Email: ****.***@*******.***

SYSTEM SUPPORT/COMPUTER TECHNICIAN

IT professional specializing in support and configuration of Windows7/8, 10, Android and iOS smartphones and tablets. Create Windows AD user accounts, profiles, file sharing, access privileges. Build, setup, configure and install user PC systems such as printers, laptops, desktops and hand held devices. Ability to assemble, install, upgrade, troubleshoot, configure and repair computer and printer hardware and software, as stand-alone or networked devices. Provide telephone, on-site and remote support to end users on a variety of technical issues. Accomplished at help desk support, inventory tracking, documentation, hardware moves, additions and changes, system migrations, facility relocations, call center IT support and budgetary controls.

Technical skills, installation and support include:

Certifications: A+ Certified; Network+ Certified.

Projects: Role of IT Project Manager for three major facility relocations performing installation, moves, adds and changes to workstations, servers and telecom equipment including rack installations. Projects required the ability to analyze blueprints and document completed tasks. Coordinated the installation of LAN cabling, WAN circuits and ISP connectivity.

Troubleshooting: Troubleshooting procedures, troubleshooting using hardware and software tools, help desk /call center support. Hands-on troubleshooting/installation of Windows OS, servers, Smartphones, laser printers, all-in-one printers, including parts replacement and testing. Also versed in installation, configuration and assessment of Windows 7, Windows 8, Windows and Mac applications and upgrades.

Operating Systems: Windows 7, Windows 8, Windows 10, Active Directory, iOS and Android. Active Directory administration included adding users, permissions, password resets and file/folder security and permissions.

Hardware: Windows servers, Windows and Mac desktops, laptops, tablets, smart phones, laser printers, scanners, plotters, multi-function printers.

Software: Microsoft Office 2007, 2010, 2013 including Outlook.

Wireless: WI-FI, wireless protocols and clients, 802.11a/n standards, wireless router and access points configuration and troubleshooting.

Security: McAfee EPO, TrendMicro, Sophos, Trustwave.

Helpdesk Software: Track-it, Remedy, ServiceNow, Hippo (Enterplisity).

Audio Visual: Life Size video conference, ClearSea desktop video conference.

EMPLOYMENT HISTORY:

Desktop support, Clorox Corporation, Oakland, CA

February 2017 – Present

Next Level Business Services – Full Time Contracted Employee

Responsible for:

Works directly with the business customer to resolve/troubleshoot

issues to satisfactory completion (tech support walkup bar).

Support PC hardware components (including but not limited to PC,

terminals, printers and scanners), desktop operating system software,

and application integration.

Provide end user support with various levels of technical and

non-technical employees.

Troubleshoots network connectivity issues including; digital authentication, remote access, secure Wi-Fi, and wired connectivity to the internal network.

Responsible for troubleshoot problem areas (in person, by telephone,

or via remote access) in a timely and accurate fashion, and provide end-user assistance where required.

Manage new hardware and software deployments to meet the customers

Troubleshoots network connectivity issues including; digital authentication, remote access, secure Wi-Fi, and wired connectivity to the internal network. timelines.

Documents issues for knowledge base publication.

Environment: Windows 7 and 10, iOS, Android, Exchange, MS Server, Office 2010, OKTA.

Computer, Helpdesk and Network Technical Support, NORCAL Mutual Insurance, San Francisco, CA December 2014 – February 2017

Modis Staffing – Full-Time Contracted Employee.

Responsible for:

Internal and remote help desk support for both internal and remote employees.

All calls logged using the support desk application to ensure they are resolved efficiently,

effectively and in accordance with internal Service Level Agreements.

Hardware and software upgrades, including imaging of new computers, software installation and deployment.

Setting up video conferencing equipment between remote offices.

Configuring new and existing user remote handheld devices for email access using MaaS360.

Recommend improvements to department processes.

Provide support to all offsite board of director’s physicians and their assistances to ensure that they can access the company’s network resources.

Environment: Windows 7 and 10, iOS, Android, Exchange, MS Server, Office 2010, ShoreTel.

Reason for leaving: San Francisco headquarters closing in April 2017.

I.T. Helpdesk Technical Support, Realogy Inc., Concord, CA. August 2014 – October 2014

Insight Global Staffing – Full-Time Contracted Employee.

Responsible for:

Answering 35-60 calls per day in a 7 person support call center environment from remote Coldwell Banker Real Estate agents and IT field agents, using a Heat ticketing system and TeamViewer remote access. Required to resolve all callers’ issues within 10 minutes or escalate to level 3 support or a field agent if necessary.

Troubleshooting and resolution of user login issues, password resets, network and Wi-Fi connectivity, Barracuda spam filtering, network printer remote installation, virus removal, agent Web site and MyReCafe realtor software tools, network drive mappings, Outlook clients, MS Office and browsers.

Remote setup and configuration of agent’s iPhones and Android hand-held devices, Mac Book, Windows laptops and desktops.

Environment: Windows 7 and 8, Mac OS, Active Directory, IOS, Android.

Reason for leaving: Contracted employment completed as assigned.

End-User Support Technician, Sabah International, Pleasanton, CA. July 2013 – May 2014

Robert Haft IT Staffing – Full-Time Contracted Employee.

Responsible for:

Configuration and deployment of 60 new Windows 7 desktop and laptop computers, replacing Windows XP computers for internal and field service personnel.

Helpdesk 1st and 2nd level support, troubleshooting, software installation/upgrades for 100 internal and field service personnel, including action planning and resolution steps documentation.

Configuration, troubleshooting, upgrading and deployment of 40 new Samsung Galaxy S4 and iPhone 5s smart phones, replacing obsolete smart phones. Included both internal and remote field service personnel.

Desktop, laptop, and smart phones, tablets, upgrades requiring installation, troubleshooting, configuration and recovery of the following hardware, software and procedures.

Windows 7 setup and configuration

Environment: Windows 7, MS Office 2007/2010, MS Outlook 2007/2010, MS Windows Server 2007, Active Directory.

Reason for leaving: Contracted employment completed as assigned.

Customer Support-Level II Phone Support, Carl Zeiss International, Dublin, CA. Dec 2012 – February 2013

Randstad Staffing - Full-Time Contracted Employee.

Responsible for:

Level II call center customer support for Optometry offices which use Carl Zeiss hardware and software patient testing instruments and applications, including networking devices.

Electronically log and resolve all customer support calls using SAP/CRM tracking system.

Perform prompt customer support resolution and execute follow-up as necessary.

Conduct high level Zeiss product instrument research.

Environment: Windows 7/XP/2000, SAP/CRM, Track-It, Active Directory, MS Office 2003/2007.

Reason for leaving: Contracted employee. Assignment completed.

I.T. Technician, ServiceTec International, Oakland International Airport, Oakland, CA Nov 2010 – Mar 2012

ServiceTec International is contracted business for the Port of Oakland.

Responsible for:

Helpdesk support, upgrades and 24x7 monitoring of all airline operations, including on-time arrival and departure of flights and WAN link to national airport operations center as required by the FAA.

Interact with airport and airline personnel as a liaison between airline needs and requirements and ServiceTec/Port of Oakland policies.

Immediate on-site or remote response related to airline performance issues for Imuse front-end application, airline agent and supervisor workstations or peripherals devices at boarding gates, ticket counters and back offices.

Modify and create airline flight and gate information to the public displays as requested by airline supervisor and Oakland International airport manager on duty.

Communicate and resolve issues with Arinc, Ultra and each airline technical support national operations center when public flight information is not correct as required by the FAA.

Perform any tasks the Port of Oakland I.T. Director requires and report back to the I.T. Director

verifying task completed.

Environment: Windows 7/XP/2000, Track-It, Ultra flight scheduling, WAN link monitoring, IMuse front-end airline application, proprietary airline software, Dell/HP Windows PC’s, thermal printers.

Reason for leaving: Employee layoffs.

I.T. Technician, TCI, Fremont, CA Jul 2010 – Aug 2010

West Valley Technology- Full-Time Contracted Employee.

Responsible for:

Upgraded or replaced 25 desktop and laptop computer systems for new or existing end-users, engineers

and technicians. Installed and configured VLAN, VPN, Lotus Notes, automated backup utilities, Oracle

client and peripheral devices. Each assignment required detailed documentation and end-user interaction.

Environment: Windows 7/XP/2000, MS Office 2003/2007, Lotus Notes, Dell Windows PC and laptop, Oracle client, VPN, VLAN.

Reason for leaving: Contracted employee. Assignment completed.

Telecom and IT Operations Technician/Supervisor, Telogy LLC, Union City, CA Apr 1989 – Aug 2009

Full-Time Telogy Employee

Performed multifaceted responsibilities to plan, configure, install and administer network, server and telecommunications systems, supporting a staff ranging from 50 to 200 end-user personnel. Telogy closed.

Responsible for:

Establish new IT policies, which defined acceptable use of IT assets and applications within the organization.

Supervise up to three highly technical Systems Administrators.

Develop and manage annual IT operating budget of $100k to $500k, reporting directly to the CFO.

Fulfill administrative duties including the technical additions and changes to end-users, email, PBX, voice mail, ACD call centers, Active Directory, switches, routers, network printers and other networked devices.

Direct numerous major migrations and upgrades of business software, including installation of PC and server OS and patches, computer systems hardware, routers, LAN/WAN, wireless, switches, VPN, PBX, IP phone systems and call centers.

Interpret and generate contracts and request for proposals (RFPs).

Administer IT inventory control process by the development of wireless handheld bar code scanners and uploading data to database servers.

Environment: Windows 7/XP/2000, Windows Server 2000/2003, Dell Windows PC and laptop, Active Directory, Cisco routers, Fortinet Firewall, Netgear wireless LAN, Ethernet LAN cabling, VPN, AT&T ISP, AT&T WAN, AT&T point to point circuit, Cabletron/HP switches, PBX, IP phone systems, ACD call center, Helpdesk ticketing system (proprietary), MS Office 2003/2007.

Reason for leaving: Business closed.

Education:

AA in Administration of Justice, Chabot Community College, Hayward, CA. Graduated.

CompTIA A+ Certification, New Horizons, Pleasanton, CA.

CompTIA Network+ Certification, TechSkills, San Jose, CA.

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