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Customer Service Active Directory

Location:
Shelton, Washington, 98584, United States
Salary:
80k
Posted:
January 28, 2018

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Resume:

Adrian T.T. Laws

**** ******** ***. *** ***

Seattle, WA 98122

E-Mail: ac372v@r.postjobfree.com

OBJECTIVE:

Seeking a professional career that will allow for rewarding and long-term growth opportunities

EDUCATION:

University of Phoenix

Masters of Information Systems

Bachelors of Science, Criminal Justice Administration

Microskills - San Diego, CA

Coursework in A+, N+, Azure Infrastructure, and MCSE Certified Programs

Interpersonal Communication Professional Certification

Dell Certified

COMPTIA A+

COMPTIA N+

SUMMARY OF QUALIFICATIONS:

•Highly skilled in customer service and quality assurance procedures

•Superior analytical, problem-solving, administrative, organizational and presentation skills

•Proven leadership skills with ability to motivate others and encourage peak performance

•Ability to quickly adapt and learn

•Ability to manage and implement timely and cost-effective completion of multiple projects

•Goal oriented, dedicated professional, highly motivated self-starter, and decision-maker

•Team player and capable of performing independently while supporting organizational goals

•Experience and knowledge of configuring, maintaining using, and trouble-shooting Windows servers and Operating systems

•Experience in maintaining a windows network environment with domains, DNS, DHCP, WINS,

•Experience and knowledge of administrating 0365 and a hybrid exchange environment

•Familiarity and knowledgeable about governmental IT security and privacy regulations HIPAA, HITECH, ARRA, FDA, and DOD

•Familiarity and knowledgeable about ERP, CRP, Just-In-Time, PRM, and KM strategies and systems, such as Centricity, Maxor, and Oracle E-business suite

•Experience and knowledge managing disaster recovery using Veeam.

EXPERIENCE:

SourceCode K2, Bellevue, WA May 2012-November 2017

Infrastructure Engineer

Implemented, planned, and managed disaster recovery using Veeam backup and replication

Azure subscription, VM management, and troubleshooting

Hyper-V and cluster management of on prem VMs

Administrating exchange 2013 and a hybrid 0365 environment

0365 administration

Deployed and managed MS Intune for Endpoint protection and asset management

Troubleshot and maintained servers and network hardware

Used in house K2 workflow software

Managed vendor relationships and responsible for IT requisitions

Conducted Azure cost analysis to reduce monthly spending

Assisted security and compliance with IT needs for ISO

Maintained physical IT and building security

Managed IT task and coordinated ticket flows

Setup and configured laptops, devices, and other hardware for employees and company needs

Coordinated Asset disposal of company assets with a certificate of destruction.

Active Directory user and group account maintenance

Troubleshot VPN problems

Trouble shot MS office suite

Setup and termination of user accounts, conducted password resets and OU moves within Active Directory.

VMM administration

Conducted multiple office moves

Handled facility related issues

Pacific Medical Center, Seattle, WA

Sr. Systems Support Analyst March 2011-November 2011

Provided desktop/end-user/Helpdesk support to clients and provided excellent customer service in a Windows domain environment

Installed and configured applications including troubleshot application errors

Mapped network drives, printers, and other devices

Site Helpdesk ticketing system usage

Active Directory user and group account maintenance

Trouble shot MS office suite

Troubleshot VPN problems

Configured and troubleshot Exchange task

Setup and termination of user accounts, conducted password resets and OU moves within Active Directory

Troubleshot VOIP telephony issues

Provided user training for various computer and VPN issues

Setup group polices and local system security

Troubleshot security polices

Imaged PC’s/laptops using Norton Ghost and mapped network drives, printers, and other devices

Adhered to strict DOD and HIPAA compliance

Configuration and troubleshot IT security applications for compliance with DOD and HIPAA compliance, such as Sophos, SecureID, Avatier, and Desktop Authority.

Assisted other IT departments with projects

Supervise and coordinate help desk activities

Software distribution using KACE for software installs. updates, and patching

Scripting for software deployment, automate installs, registry key updates, add printers/drivers, etc.

Troubleshot, configure, manage GPO and local security polices

Managed Sophos End Point

Managed and coordinated Epic rollout project

Troubleshot and configured Epic

BECU, Tukwila, WA September 2008-Jan 2009

Help Desk Analyst

Provided desktop/end-user support to clients and provided excellent customer service in a Windows domain environment (averaging 367 calls per month)

Installed and configured applications including troubleshot application errors

Imaged PC’s/laptops and mapped network drives, printers, and other devices

Backed up and migrated user data from legacy system to refresh system

Managed Kiosk accounts, setup user restricted workstations, troubleshot for Kiosk computers and printers at remote locations

Setup group polices and local system security within the MMC console for single user workstations, troubleshot security polices

Configured and troubleshot mobile devices

Heat ticketing system usage

Troubleshot remote user issues through remote access to their computer

Provided user training for various computer and VPN issues

Troubleshot IP, digital, and analog telephony issues

Setup and troubleshot modular messaging and email accounts using MS exchange

Setup and termination of user accounts, conducted password resets and OU moves within Active Directory

Configure, trained users, troubleshot MS office 2007 suite

Conducted SMS patching updates

Conducted Trend Micro updates and network virus scans

Managed warranty exchange program for all desktops, laptops, monitors, and docking stations

Managed shipments and returns of PC equipment

Weyerhaeuser, Bellevue, WA February 2007-July 2008

Field Services Support

Provided desktop/end-user support to clients in the field and provided excellent customer service in a Windows domain environment

Solely responsible for managing and supporting 500+ users onsite and 600+ assets

Provided phone support to end users

Installed and configured applications including troubleshooting application errors

Imaged PC’s/laptops and mapped network drives, printers, and other devices

Backed up and migrated user data from legacy system to refresh system

Set up network printers, drive mappings, apps, and other devices

Completed a wipe disk of all PC’s and laptops

Installed new hard drives, RAM, port replicator, monitor for desktops and laptops

Configured and troubleshot NAS\NAT devices

Setup, troubleshot, upgraded and configured SCVPN, Cisco router, servers, network printers, MFD printers

Troubleshot remote user issues through remote access to their computer

Managed Kiosk accounts and setup user restricted workstations

Configured and troubleshot MS Outlook and MS office 2003 suite

Installed, configured, and troubleshot Adobe Pro, AutoCAD, MS Project, Outlook, auto desk, IBM I series, and SQL Server applications

Troubleshot MS Access database issues with synchronizing Outlook and various other database issues

Configured and troubleshot mobile devices (Blackberry and Windows Mobile)

Setup and termination of user accounts, conducted password resets and OU moves within Active Directory

Remedy usage and FSA (Field Services Anywhere) usage to resolve tickets

Setup group polices and local system security within the MMC console for single user workstations

Completed hardware and application inventories

Managed warranty exchange program for all desktops, laptops, monitors, and docking stations

Managed shipments and returns of PC equipment

IBM, Seattle, WA July 2006-Oct 2006

Computer Support Specialist

Provided desktop/end-user support to clients and provided excellent customer service in a Windows domain environment

Set up network printers, drive mappings, apps, and other devices

Used Tivoli to pull applications from a server and troubleshot Tivoli errors

Provided user training for the new environment

Backed up and migrated user data from legacy system to Windows XP system

Coordinated desktop deployment with department managers

Installed and configured applications including troubleshooting application errors

Completed hardware and application inventories

Resolved tickets

Configured and troubleshot Lotus Notes

Imaged PC’s/laptops and mapped network drives, printers, and other devices

Completed a wipe disk of all PC’s and laptops

Installed new hard drives, RAM, port replicator, monitor on desktops and laptops

Troubleshot network errors

Troubleshot group and security polices

Swedish Hospital, Seattle, WA February 2006-May 2006

Desktop/End-User Support Technician

Provided desktop/end-user support to clients and provided excellent customer service in a mixed Windows and Novell domain environment

Responsible for the deployment of PC’s

Set up network printers, drive mappings, apps, and other devices

Installed and configured applications including troubleshooting application errors

Used Citrix to pull applications from a server

Provided user training for the new environment

Backed up and migrated user data from legacy system to Windows XP system

Coordinated desktop deployment with department managers

Installed and configured Softricity and troubleshot Softricity and Citrix errors

Completed hardware and application inventories

Resolved tickets

United States Navy Reserves, San Diego, CA 2004-2006

IT manager and Security Officer

Provided customer service, managed, and coordinated all IT activities

Trained personnel in basic computer, internet and printer usage

Troubleshot Networking, Hardware, Printer, and Internet problems

Managed the security clearance program and assisted with security clearance paperwork

Ensured inventories were completed

Managed personnel

Managed cryptography and the B.E.S.T system

Managed unclassified and classified LANS

Acted as a husbanding agent

Networks+, San Diego, CA August 2004-Jan 2005

Computer Technician

Conducted network deployment of Windows 2000 Pro and applications

Troubleshot hardware problems and network installation failures

Configured group polices

Transferred and configured profile and email settings for user

Maintained meticulous reports on every computer

Trained user on accessing personal data and basic computer skills on updated system

Gentronics, San Diego, CA September 2004-Oct 2004

Computer consultant

Performed hardware and software upgrade on ISP server for Target Stores

Troubleshot software installation failures

Coordinated and informed Target Store Manager and employees of server down time and progress

Conducted test and brief store manager of server upgrade

United States Navy, Naval Station San Diego, CA 1998-2002

Storeskeeper / Workcenter Supervisor

Manage and coordinate business and customer service operations in the ship's supply center

Supervise, train, schedule, coordinate and evaluate supply center team members

Process and maintain various supply, vendor, inventory control and auditing report forms

Utilize an automated computerized supply procurement and inventory and cash control system

Perform quality control audits and database entry of merchandise to ensure 100% asset control

Forecast monthly procurement requirements in order to ensure appropriate inventory levels

Research distributors and local vendors to obtain competitive prices for consumable supplies

Procure merchandise in order to meet the supply requirements of 250 shipboard personnel

Collect and maintain receipts while maintaining and balancing over $2,000 on a daily basis

Audit and review monthly sales summary, cost analysis, disbursement and inventory reports

Set-up merchandising displays maintain inventory control and stock various shelves and tables

Cross-trained and qualified work center personnel in order to optimize workforce flexibility

Review and implement various standard operating procedures in order improve efficiency

Participate in divisional meetings to discuss strategic plans and all operational commitment

Generate and submit various inventory and operational reports for senior command review

Recognized for reorganizing operations while achieving superior customer service standard

Participated in maintaining business operations and customer service in a ship supply center

U.S. MILITARY SERVICE INFORMATION:

U.S. Navy Reservist Active Duty Service: 03/2004 to 03/2006,

U.S. Navy Active Duty Service: 08/1998 to 08/2002, Honorable Discharge (E-5)

U.S. Navy Campaign Badges and/or Expeditionary Medals Received:

Awarded the Navy and Marine Corps Achievement Medal for outstanding performance in customer service

Good Conduct Medal

Navy Expeditionary Medal

Received multiple Letters of Appreciation for superior teamwork, dedication and performance

Received commendation award for exemplary performance in customer service and IT management



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