Technical Support Active Directory

Pamela Taylor 323-***-****

Los Angeles. California ***************@*****.***

IT TECHNICAL SKILLS

OS

Hardware

Networking

Utilitiesu u

Software

Call Tracking

Windows 7, 8, 10

Desktops, Laptops

Active Directory

Bomgar

Microsoft Office

Remedy

Windows Vista

Routers, Switches

Exchange

RDP, LogMeIn

Outlook, Lotus Notes

Peregrine

Windows XP

Printers

Domino

DameWare

SharePoint

Tivoli, ITSM

Server 2012 R2

Mobile Devices

DHCP, DNS, TCPIP

NetMeeting

IE, Chrome, Firefox

Track It

LINUX

iPhones, iPads

Hyper-V

Team Viewer

Ghost, Acronis

ServiceNow

IOS

POS Devices

RCloud Desktop

VNC

Google Apps

Spiceworks

CERTIFICATIONS

Security+ - CompTIA CERTIFIED Network+ - CompTIA CERTIFIED CompTIA A+ - Course Certificate

MCSA - Course Certificate MS Office - Course Certificate CCNA (Discovery 1/2) - Course Certificate

Novell CNA – Novell - CERTIFIED

PROFESSIONAL EXPERIENCE

11/15 – Present REMOTE TECH SUPPORT – Modis - CSC / Raytheon

Level 2 Technical Support for Raytheon end-users in a break/fix environment averaging 20 calls answered per day and 80 - 90% resolution rate. Day to day duties focusing on exceptional customer service includes:

Windows 7 – 10 Exchange, Domino AD User Account Administration

MS Office 2010 - 2013 Lotus Notes, Outlook Browsers - IE, Firefox, Chrome

IOS Device Management iPhone iPad

RSA Management Bitlocker Drive Encryption PKI Smartcards

09/14 – 10/15 POS SUPPORT ANALYST – Modis / Forever 21

Remotely supported retail company’s 400+ US and International store locations in accordance with operating and service level agreements by analyzing and resolving errors related to:

Point of Sale System Receipt Printers Pin Pads, Bar Code and Wireless Scanners

Kronos and Time Clock PC Hardware, Software AD User Account Administration

HD Imaging - Reimaging Windows OS Server, Router, Switch, Access Point

06/14 – 09/14 TECHNICAL SUPPORT – Robert Half Technology / Mental Health America

Provided Desktop Support and System Administration support within a Windows, IOS, Active Directory and Exchange environment analyzing and resolving problems relating to:

Routers, Switches Servers Network connectivity

AD Account Admin Exchange Account Admin Access Provisioning

Desktop Hardware Desktop and Server Software HD Imaging - Reimaging

10/13 - 04/14 NEW HORIZONS – Student

Courses Completed: MCSA Course Certificate CompTIA Network+ Course Certificate

CompTIA A+ Course Certificate

04/12 – 08/13 IDENTITY AND ACCESS MANAGEMENT ADMINISTRATOR – Providence St. Joseph’s Medical Center

Within the Identity and Access Management department, completed User account and system access requests received via email and service desk tickets for physicians, physician liaisons, nursing and general hospital staff accounts pertaining to:

Active Directory Accounts Exchange Accounts Security and Distribution Groups

On-boarding Off-Boarding Provisioning and De-Provisioning

File Shares File Permissions Remote Access

Citrix Access Clinical Applications Clinical Systems

Pamela Taylor - Page 2

08/11 – 02/12 DESKTOP/INFRASTRUCTURE SUPPORT – Dysis / Cedars Sinai Medical Center

Completed rollout project with the scope of imaging and deployment of Windows XP and Windows 7 workstations throughout the Cedars Sinai campus

Scheduled workstation imaging and installs Replaced PC’s, Scanners throughout Campus

Replaced dual monitors throughout campus Lead team within gender sensitive areas

Streamlined the process of asset tracking Imaged and deployed new systems and software

Configured policies, permissions Configured drive encryption and backups

Adhered to 10 Day SLA for new order deployments

03/11 – 07/11 REMOTE TECHNICAL SUPPORT – Robert Half Technology / Cyber Defender

Provided technical support for the company’s technical support memberships and antivirus, antispyware and registry cleaner product purchases, by performing:

HD, Ram, Video, other device and peripheral issues Malware detection and removal

System optimization Registry errors fixes

Data backup, restore and recovery OS error fixes

OS and software installs and updates SOHO wired and wireless network set ups

Resolution of any computer related concerns How-to guidance on program and device usage

09/10 – 11/10 DESKTOP/INFRASTRUCTURE SUPPORT – Robert Half Technology / Union Bank

Participated in the Union Bank refresh project by replacing:

Workstations Bank specific peripherals (pin pads/card readers)

Currency counters (and other bank machines) Printers

Confirmed peripheral connectivity Joined new workstations to domain

Transferred user data and profiles Confirmed successful User logons

03/09 – 09/10 HELP DESK ANALYST - Intratek Computer, Inc. / VA Medical Center

Provided first level phone support to 15000+ end-users within an Microsoft, Active Directory and Exchange environment by troubleshooting and resolving:

Hardware, Software updates, upgrades, Installs Network connectivity and login issues

Drive and printer mappings General How-To on software and device usage

50 calls per day average with resolution rate of 90%

02/05 – 03/09 CERTIFIED LOAN SIGNING AGENT – NOTARY PUBLIC – Self Employed

Contracted by mortgage lender companies, I assisted their borrower clients with thoroughly and accurately executing loan documents, performed the notarization and returned fully executed and notarized documents to the Lender company within the agreed upon method and timeframe.

11/04 – 06/05 HELP DESK ANALYST – Modis / Disney

Provided first level phone support to 10000+ end-users within a Microsoft, Active Directory and Exchange environment by troubleshooting and resolving

Hardware, Software updates, upgrades, Installs Network connectivity and login issues

Drive and printer mappings General How-To on software and device usage

50 calls per day average with resolution rate of 90%

08/00 – 05/04 HELP DESK ANALYST/SUPERVISOR - Farmers Insurance

Supervised team of 12 Help Desk Analysts that supported 12000+ end users. Guided Analyst to successfully resolving technical problems pertaining to hardware, software, login, network connectivity and access issues, proper handling and expediting of system outages and AD account creation and administration.

Adhered to the established SLA for abandon rates Adhered to talk times and ticket resolution

Prepared work schedules, conducted interviews, hiring Wrote technical, training, customer svc procedures

Ensured minimum impact scheduled upgrades/outages Help Desk Change Management team member

Ensured minimum impact during system changes Co-authored outage escalation procedures

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