Customer Service Active Directory

Barry Ray Minor

P.O. Box ***, Dallas, TX ***** 972-***-****(best contact)

Email- ************@*****.***

Summary of Qualifications

Reputation for being prompt and professional.

Skilled in building positive relationships and negotiating equitable agreements. Conflict resolution management.

Active TS/SCI clearance.

Excellent team player with the ability to work with all levels of management.

Experience managing/supervising 45 employees in a 24/7 technical environment.

Strong leadership skills. Able to prioritize, delegate tasks, make sound decisions quickly while maintaining a focus on the bottom line.

Ability to increase customer satisfaction and develop strong business relationships derived from years of management and customer service experience in a wide variety of settings.

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Employment History

HCL\ENTERGY CORP- Frisco TX 12/14- continue

SENIOR ANALYST

Accept, registers route, classify Service Calls for First call resolution.

Customer Service. 5 star excellence high csat customer survey response..

Escalate High priority issue and communicate with Executive management to resolve and manage high priority issues in a fast paced environment.

Ensure issues are resolved within the agreed Service Level Agreement (SLA)

Technical support for various applications: Extra\Mocha, SAP Security,

Service Now Ticketing system Active Directory, Webx, Jabber, Citrix, support, MS Office Suite, password resets, Connectivity issues.MAC changes.

Networking monitoring - SOI\T Windows\TMON-DPS Telcom anything over 500.000 volts reported to the FAA. Transmission- Security Alarms, priority Server alerts, data base outages. Latency and Performance Alarm Monitoring. Access Alarms and perimeter alarms.

Data Security- access permission controls. Password resets using Active Directory.IAM

Symantec Virus scanning – quarantine suspicious emails and probe for phishing emails to protect network from hacking and spam attempts.

Mobile Device Management – Maintain Xenmoble upgrade and control activities of employees using MDM products/services, securing emails, enforcing corporate policies, integrating and managing mobile devices including laptops and handhelds of various categories mobile phones, Android smartphones, Iphones, tablet computers, mobile printers, mobile etc. on-premises and cloud-based.

Web team – Fast paced high volume ticket processing and taking helpdesk calls, prioritizing client issues and driving to resolution with associate teams and troubleshooting on the phone and remotely

Cyber Security AAS associates degree June 2014

Bio-metrics. Python Network Penetration testing

Security +. Configure and support win 7 Server. It Essentials PC hardware and software, Business continuity planning, Disaster Discovery.

Win server 2008, CCNA 1- 4. Security management Firewalls. VPN, Network Basic Linux installation and configuration. OS security. Intro Forensics.

Frontier Communications/Verizon – DFW, TX 6/10 –/10/2011

Systems Specialist - Network Operations

Functioned as first level System Administrator support for LDAP, NFM, NTM, NxTT,

Site Maestro systems. Provided support for daily user administration, user profiles, system issues, troubleshooting daily user interface issues.

Created daily availability report, daily system backups.

Assisted in administration of SharePoint database.

VPN administration to remote servers.

EMS administration on SGD adding users groups monitoring and administrating system availability and troubleshooting.

Basic UnixLinux administrator using root access to administer user accounts and file access levels.

Connectivity troubleshooting, backups, server performance (CPU, memory), monitoring, Windows patch management.

Dell –Perot Systems – Dallas, TX 10/92-01/10

NOC Operations Network Support Specialist Level 1

Responsible for monitoring the network for alarms or certain conditions that may require special attention to avoid impact on client network's performance.

Network operations are 24 x 7 facility that monitors, troubleshoot client networks connectivity issues worldwide for Dell and Perot Systems commercial accounts.

Provided operational support by managing/monitoring Client networks, configured and tested Cisco network devices.

Performed remote configuration of various network devices, assisted in identifying, isolating and resolving LAN/WAN issues in telecom and VOIP environments.

Cisco configuration changes (MAC) Move Add Change of client network and firewall devices using company preparatory applications.

Storage Admin, data recovery, system admin.

VPN install, configuration and troubleshooting.

Knowledge of Incident and Change Management Policies and Procedures and their effect on Operations.

Familiarization with creating desktop ISO images and deploying

Manager\Team Lead Service Desk Duties

Managed Core support team providing 24X7 in support of 33 commercial accounts.

Prepared daily, weekly, and monthly reports using Remedy ticketing on team progress, productivity, quality assurance and performance. Ensured Quality of service to customers.

Team Development. Improved the Call Center stat goals by monitoring, availability, and monthly phone statistics for calls, ASA for customer SLA.

Support client issues, daily operations, workflow scheduling and team moral through cross-functional collaboration with service mangers and delivery managers.

Disaster Recovery team and plan and implementation and continued updates.

Responsible for registering user in the Lotus Domino Admin, creating Lotus Notes ID’s, updating Lotus Notes client.

Providing support for MS Office suite products. Adding users and backing up personal files. Adding user to exchange server data base.

Data Security, Active Directory Account,Security management and password security. setup of print queues and batch management on AS/400 system within Prism financial software. Installed protocol stacks for tcpip\ipx\spx client for ms networking and client for Netware services.

Supported of remote access employees using Cisco Personal VPN+ software in US, Europe, Middle East and Asia .

Captain / Team moral building team.. Security awareness Trainer. Conflict resolution Specialist.

Installed, upgraded and configured network printers, (IMAC) inventory, add move, change of network devices as well as data backup and restore for client accounts.

Graphic Design Video Editing – Man of Action Production (self owned business)

Photoshop CS, After Effect, Final cut pro, various edit and animation applications.

Self Owned Business independent film maker: script writer, commercial magazine publisher, music videos editor.

Efficient working knowledge of Macintosh computers and Adobe products.

EDUCATION

Collin College – CYBER SECURITY AAS, CCNA Certification of Excellence, 2014 Forensics, Security, Networking, Web Design, Flash Animation, Video Editing.

Northlake College – UNIX intro, Java Scripting, Certificate

Microsoft Certified (MCP) Win5, Windows 2K Professional, Networking Essentials.

Richland College - Software System Engineer/Network Technician, Mac \A+, UNIX install and operations certificate course

New Data Strategies - Application Installation of Windows OS\Networking.

COMP USA Training Center - Certificate Microsoft Networks, Graphic Illustration.

NEC - National Education Center for Electronics complete 4.0 GPA.

Graphic Arts Institute - Graphic Design and Animation Certificate TV\Video editing Communication. complete.

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