Customer Service Active Directory
Resume:
Adrian T.T. Laws
Seattle, WA 98122
E-Mail: *******@*****.***
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
Contact this candidate