Active Directory Desktop Support
Resume:
Tacilia Andrews
Lawrenceville, GA 30044
**************@*****.***
Provides advanced hardware troubleshooting and hardware diagnostics. Install connecting communications lines, and providing general hardware support for users.
Security Clearance: Top Secret/SSBI (inactive)
TRAINING
Global Knowledge, Configuring, Managing, and Maintaining Windows Server 2008
Global Knowledge, Fundamental Networking
Global Knowledge, A+ Certification Training
Skillpath, The Front Desk Superstar Seminar
CompuMaster, Supporting, Troubleshooting and Optimizing Windows 2000
CompuMaster, Troubleshooting Maintaining and Upgrading PC
Computer Learning Center, Major; Information Processing
Desktop Support Technician
Randstad
May 2017 – Present
Provide Level 2 desktop field support directly onsite for client problem resolution.
Ensure compliance of desktop and laptop PCs with IT standard configurations and procedures.
Utilize MS Windows Server administration tools to resolve client issues.
Swap out or maintain desktop or laptop PC hardware, software, components or peripherals.
Troubleshoot PC operating systems. Utilize software distribution tools and standard desktop support tool
Maintains and deploys company standard computer images. Maintains company Asset and Software Inventory.
Create and maintain hardware and software test scripts. Works with IT procurement to purchase hardware and software. Work with vendors to resolve technical issues. Provides software and system troubleshooting, maintenance, support and resolve remotely, over the phone or at desk side. Installs, upgrades and configures applications, software and related hardware (such as desktops, laptops, tablets, related peripherals such as printers, scanners, drives, monitors and video teleconferencing and software such as Windows OS and Office)
Provides technical support and training to end-users and internal IT analysts
Maintains current knowledge of relevant technology and recommends future growth hardware and software specifications. Prepares activity reports as requested by management.
Communicates recurring issues to management.
Remains knowledgeable of performance requirements and IT service offerings
Adheres to service level agreements with customers and business partners
Assists Network and Technical Service teams with deployment of equipment.
Desktop Support
ARRIS
December 2013 – May 2017 (3 year 5 months) Suwanee, GA
Provide remote and desk-side technical support to users in the areas of Outlook, Skype for Business, standard MS Windows desktop applications, and network connectivity. Responsible for Desktop/laptop and (Iphone, Androids and IPads), support for ARRIS Directors, VIPs’ and remote users set up email on mobile devices. Responsible for supporting (Citrix Receiver, Outlook, Office Suite, Webex Cloud, Global Protect (vpn) Cisco softphone and MobileIron support ) (Windows 7, 8 & 10 and XP, HP, iOS ). Responsible for trouble tickets to resolving user problems and open trouble tickets. Installed network printers and provide support for ARRIS Clients connectivity issues with wireless network. Responsible for creating Active Directory network accounts and Create Outlook email profile. Macintosh & Basic Networking. Desired Skills: Microsoft Office Support Hardware/Software Support Microsoft 2k/XP/Windows 7 Macintosh Basic Networking Installation and Software Configuration PC & Mac Troubleshooting skills PC/Mac Deployment & Redeployment. Change Auditor support to get complete, real-time change auditing, in-depth forensics and comprehensive reporting on all key configuration, user and administrator changes for Active Directory, AD LDS, AD Queries, Exchange, Windows File Servers, Dell FluidFS, NetApp, EMC, SQL Server, SharePoint, Lync and VMware. Change Auditor also tracks detailed user activity for services, logon and authentication activity and other key services across enterprises.
SR. Customer Specialist
AT&T
July 2012 – December 2013 (1 year 6 months) Greater Atlanta Area
Diagnosing and providing a path to resolving data service inquiries related to GPRS/EDGE/UMTS/SMS/MMS devices including but not limited to PC Wireless Cards, Windows Mobile devices, RIM devices and GSM/UMTS handsets. Diagnosing and providing a path to resolving GSM/UMTS voice issues. Handles business transactions in connection with activation of new customer accounts on a computer terminal. Communicates with customers using web-based tools and demonstrates the associated proficiency. Responsible for the requirements, testing, planning & implementation of new software, hardware & applications relative to new product delivery, systems architecture, process enhancements, infrastructure and security. Provide technical solutions and project management and any/all functions involved in the provisioning, assurance, number administration, inventory, address qualification, and local number portability applications, processes and practices... Provides the technical troubleshooting and leadership skills required to recover from the most complex network problems in real time to restore service. Identification of root cause, resolution, work around, testing & implementation of vendor / IT fixes or design changes.
Desktop Support
True Stone Communication
November 2011 – March 2012 (5 months) Department of Interior
Installs, supports, and maintains automation equipment and network software on a wide area network. This includes Windows XP and 7 (32 and 64-bit) workstations and laptops, MS Office 2003 to 2010, and specialized industry specific business hardware and software within the organization. Maintain proper documentation to track the status of all service calls and to maintain a current inventory of installed and reserve equipment. Provide client support and technical issue resolution via E-Mail, phone and other electronic medium. Configuration of client's equipment to connect to the Internet via modem/DSL Router (Dialup/DSL customers only). Configure software to connect to Internet application servers. Provide training to clients in the use of system and applications as related to Internet. Obtain general understanding of OS and application operations related to company offered services. Identify and correct or advise, on operational issues in client computer systems. Perform creation of new accounts using company provide software tools. Schedule and make room reservations VTCs on multiple networks. Coordinate and set-up all VTC sessions and bridging of VTC calls through configuration and management of a network bridge (Cisco Codian).
IT/Asset Inventory Manager
Novelis
May 2011 – September 2011 (5 months) Atlanta, GA
Responsible for activating Iphone and Blackberries and making adjustment to AT&T (website) for cell phone user for international and domestic cell plan. Place new cell phone orders with AT&T and Verizon for new hirer and replacement (lost, damage and stolen) Iphones and blackberries. Responsible for forecast analysis and strategic demand planning for new hirer and replacing computer equipment for regional, and functional group goals and VIP level. Responsible for coding company invoices and track monthly billing. Develop supply plans based on business rules, lead times, unconstrained forecasts, customer orders, safety stock requirements, bills of material, etc (as applicable). Refine statistical forecast computer models and amend forecasting polices to continually improve process efficiency and/or forecast accuracy. Replacement inventory stock, monitors Dell laptops.
INFORMATION SYSTEM TECHNICIAN
Embraco
June 2007 – May 2011 (4 years) Suwanee, Georgia
Experience with email system, preferably Lotus Notes Experience with Windows 2003/2008 server, Windows 2000/XP workstation support. Knowledge of archiving and backup .Server Knowledge of LAN/Wan Security, IP addressing schemas, Checkpoint Firewall-1, antivirus, Technical problem solving capabilities. Support the environment in accordance with IT corporate policies: Network, Lotus Notes (optionally MS-Exchange), SAP environment, Phone facilities, and Communication links. Assist in writing standard operating procedures (SOPs) and maintaining content of current documentation for network and system administration. Provide end user support for corporate as well as remote employees. Troubleshoot issues with PC workstation equipment, including desktops, laptops, printers, and some mobile devices Install and troubleshoot software issues with common Microsoft products, including Office 2007 & 2010 Configuration of PC workstation equipment, including desktop machines, laptops, printers, fax machines, at the corporate office, and designs standard pc images for corporate use. Create or modify user accounts in all necessary systems Support telephone system
NETWORK ADMINSTRATOR/TIER I
ARMY RESERVE/PEACHSTREET CITY
February 2007 – June 2007 (5 months)
Sets up network security standards. Participates in major network installations and upgrades. Trouble shoots moderately complex network problems. Support specialist for the Enterprise Network Operations Security Center (ENOSC) within a Microsoft based data center. Successful candidate will have extensive knowledge of Email Services (Exchange), Domain Administration, and ability to troubleshoot both end-user and system issues. The operation supports over 50k users.
PROCUREMENT SPECIALIST/ANALYST
DARPA
July 1999 – February 2007 (8 year 8 months)
Provide procurement interface for purchasing materials and labor utilizing Cost point and File maker Pro . Create Purchase Order in Cost point for both suppliers and contractors. Maintain SPOs and CPOs created in Purchase orders. Assist in resolving subcontractor PO and contractor issues. Receive invoices against Cost point purchase orders. Assist in resolving vendor issues. Maintain complete purchasing files from requisition thru receipt via physical files as well as through inventory database utilization. Process vendor invoices for payment. Requests for Proposal (RFP), evaluation of proposals, conducting fact-finding, negotiating statements of work (SLA), price or cost, delivery schedules, and terms and conditions. Performs cost and price analysis, prepares, administers and maintains required file
documentation for all procurements including annual and multi-year requirements
INFORMATION CUSTOMER HELPDESK SPECIALIST (ASSIST SECRETARY OF DEFENSE)
Lockheed Martin
November 2004 – July 2005 (9 months) PENTAGON
Responsible for making diagnoses more complex problems through discussions with users. Responsible for supporting clients on 2000/ XP systems. Responsible for answering phones calls and imputing information into the Remedy system tracking ticket system. Assisted customers with Microsoft applications, email and Blackbery.Prepare systems for migrating to XP. Create NT account and Outlook Exchange email account for new employees within Reserve Affairs government agency. Achieve Exchange email accounts for SPIR and unclassified for clients left the government agency. Reset password using the Active Directory XP responsible for unlock NT account and reset of NT account password.
INFORMATION MANAGEMENT SPECIALIST (EXECUTIVE OFFICE OF THE PRESIDENT)
LOCKHEED MARTIN
July 2003 – November 2004 (1 year 5 months)
Provide first level phone support to computer users. Responsibilities include utilizing a problem management database (Magic) and help desk system and responding to user computer issues in order to resolve problems associated with the information system; answering inquiries regarding installation, operation, technical/project lead capacity, background/skills with Active Directory configuration, customization, and usage of assigned hardware and software products; diagnosing and isolating problem sources through discussion with users and recommending solutions to correct common failures. Escalating complex problems to senior-level specialists; following-up with users to ensure that problems are resolved satisfactorily. Troubleshooting remote access/dial-up issues in a Windows 2000 RRAS environment. Performs other related duties as assigned. Troubleshooting in both hardware and software support and troubleshooting as well as experience monitoring. System administration experience with Windows based operation systems (98, NT, 2000, XP) in a very large-scale production environment. -Support MS Office suites 97-2002, web browsers, and antivirus software .
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