Sign in

Technical Support Active Directory

Scottsdale, Arizona, United States
January 18, 2018

Contact this candidate


Sergio Acevedo

**** * ******* **** **, Scottsdale, AZ 85257



To continue my career, professional growth, and development in software and hardware technical support.

Professional Experience

Application Support Analyst (November 2017 – Present)

ADP, Tempe, AZ

●Provide technical support to clients regarding the resolution of product hardware, software, and operating system issues via phone or remote access for all supported applications or products.

●Document and communicate the results to the client and/or Corporate Development.

●Maintain appropriate records of client contact through the CRM system.

●Provide technical support to all levels of Service Support Specialists regarding the resolution of product and client issues.

●Mentor and train newly hired associates to ensure successful integration into the role.

Desktop Systems Support (December 2016 - November 2017)

AAA Yellow Cab/ Medical Transportation of Arizona, Phoenix, AZ

Provided IT support for local and remote clients. Responsible for answering IT requests via phone, email, and instant message to explain solutions in technical and nontechnical terms.

●Troubleshoot, repair, and image laptops and desktops computers.

●Diagnose, troubleshoot, and resolve Microsoft Windows 7 and Windows 10 hardware and software problems.

●Install and configure new PC hardware and software on desktops, laptops, and peripherals such as phones, printers, external drives, and other related hardware.

●Create and manage users with Active Directory.

●Evaluate applications and software patches for desktop applications to see if they will solve desktop issues

Desktop Systems Support (December 2015 - December 2016)

Sun Life Family Health Center, Casa Grande, AZ

Provided day-to-day technical support to employees for internal desktop systems software and hardware.

●Imaging/re-imaging laptops and desktops computers.

●Configure, document, upgrade, repair, and/or decommission desktop and laptop computer hardware following standard operating practices.

●Install, configure, and troubleshoot desktop systems, workstations and servers.

●Create and manage users with Active Directory.

Applications and Desktop Systems Analyst (March 2003 - November 2015)

Avnet, Phoenix, AZ

Provided software support and technical assistance to ensure quality service to end-users. Also provided installation, configuration, architecture planning, support, administration and general consulting to the development teams for the Oracle Hyperion EPM environments.

●Diagnose and troubleshoot problems associated with application software and operating systems to determine the source of the problem and classify their level, priority, and nature.

●Configure, deploy, maintain, troubleshoot, and support computer workstations, laptops, printers, and network drives.

●Assist systems administrators with active directory management:

oSetting up users

oFile Permissions

oOU management

oGroup Policies

oMigration of business applications from Windows Server 2003 to Windows Server 2008 and Windows Server 2012.

oWork with vendor technical support on technical issues.

oCommunicate clearly and concisely, both verbally and in writing.

oEstablish and maintain cooperative working relationships with other project team members and managers.

oMigration experience of application from non-production to production environment.

In-Circuit Electronic Technician Lead (March 1995 - December 2001)

Motorola Solutions, Tempe, AZ

Provided technical support, trained operators and technicians, troubleshooted computer motherboards to the component level, coordinated work processes with test engineers and line supervisors, coaching for improved work performance and meeting monthly production deadlines.

●Eliminated 80 % of false test failures and long-term problems for PC boards by analyzing data from board tester, repairing faulty areas, and writing temporary process change orders to resume manufacturing.

●Saved $60,000 to $70,000 annually in scrap by repairing boards that had been analyzed by line technicians and were previously determined as unsalvageable.

●Maintained very low turnover rate through good hiring practices, setting high expectations, through new-hire training, and on-going coaching for promotion to final assembly testing.

●Tested prototypes, troubleshot failed products, reconfigured and set up test equipment for prototype analysis.

●Coordinated with engineers to adjust in-circuit processes to test for component connections and reduce passage of defects by in-circuit testing.

●Strengthened operators’ and test technicians’ skills by training in multiple troubleshooting techniques.

●Troubleshot data equipment to determine causes of defects and performed preventative maintenance in bench equipment.

●Attained one of highest departmental accuracy rates of failure cause analysis; exceeding average by 14% and saving re-work costs.

●Reduced the need for failure testing by 20% by working with operators and correcting their deficiencies.

Lead Tester (January 1989 – March 1995)

Celwave R.F., Phoenix, AZ

●Worked with a spectrum analyzer to fine tune radio frequency components.

●Responsible for workload scheduling and supervision of 10 test employees.

●Promoted to lead position after one year as Test Technician.

●Reduced cycle time by 50% on a group of boards with false failures by working with engineers and adjusting program at test stage.

●Created step-by-step procedures for training manual for new hires, providing improved tester training and reduced need for supervisor assistance.


University of Phoenix

Information Technology, Bachelor of Applied Science

August 2001 - May 2004

Mesa Community College

Electronics Technology, Associate of Science

August 1994 - May 1996

Mesa Community College

Electromechanical Automation Technology, Associate of Science

August 1994 – May 1996

Certifications and Skills

●Certified in MCSA on Windows Server 2012

●Certified in A+

●Certified in Networking+

●Windows Server 2008 and 2012

●Active Directory

●Internet Protocol Suite (TCP/IP)

●Windows 7 and Windows 10

●Software Installation and deployment

●Domain Name Systems (DNS)

●Dynamic Host Configuration Protocol (DHCP)

●Remote Desktop

●Microsoft Office

●Bilingual in Spanish

Contact this candidate