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Customer Service Active Directory

Tucker, Georgia, United States
November 13, 2017

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

Clarkston, GA 30021

Cell# 678-***-****


Dependable, able to work with minimal supervision. Provide great Technical Support and Customer Service. Possess several years of experience in Desktop Support, Helpdesk and Field Service environments. Always willing to learn.

Computer Skills:

Operating Systems: Windows 7, 8, 10, Windows XP Pro. Vista Business, 2000 SERVER, 2003 SERVER, Some UNIX & Linux (RED HAT), Exchange Server

Software: MS Office Suite 97-2013 (some 365), Various Anti-Virus Programs, PC Imaging Ghost and SCCM), Utilized many remote connectivity tools, Cisco VPN, TCP/IP, FTP, SMTP, Internet Explorer, Chrome, Firefox, Citrix Client, Variety of Ticketing Systems, Active Directory 6.1.

Hardware: Supports PC’s, Laptops, Servers such as DELL, HP, Toshiba, IBM, Printers and Plotters. Configure, install and troubleshoot, Racked Servers, Ethernet Cabling, multi-media drives, Hard Drives, Upgrade Memory, Built hundreds of PC’s specific to customer specs.


Shionogi Inc, Atlanta, GA, 7/08 – Present

Senior Desktop Support Analyst

Provide Server / Desktop / Helpdesk Support, Only IT Support on-site and provide remote support for New Jersey office, Setup company e-mail on Blackberry via Blackberry Enterprise Server and iPhones using Mobile Iron, Install and repair equipment for Video Conference Rooms, Perform Hardware Upgrades on Desktops and Laptops, Create / Disable users LAN and E-mail Accounts using Active Directory, Setup (SFB) Skype for Business 2016 and Efax Accounts, maintain Inventory of PC’s, Laptops, Printers. Re-image PC’s and Laptops, Deploy systems, Configure Cisco IP Phones, Install Cisco Switches, Pull Back-up Tapes weekly, and utilize Track-IT and ConnectWise ticketing systems. Also repair HP Printers, Xerox and Ricoh Copiers. Provide On-call Support after business hours.

State of GA, Dept of Administrative Services, Atlanta, GA, 12/06 – 7/08

Jr. Network Administrator / Helpdesk

Provided Desktop and Junior Network Admin support for GA Dept. of Administrative Services, create LAN accounts, reset passwords using Active Directory, image old & new DELL PC’s and Laptops, using GHOST, upgrade hardware & software, convert several PC’s from Win2K to Win XP Pro., order parts and maintain inventory, setup and install printers locally and on the server. Activate Network Ports from Server Room patch panel. Setup & install PC and projectors in Conf. Room. Create AS400 accounts, answer helpdesk calls and create tickets via phone and e-mail request. Create E-mail accounts within Outlook 2K3 in conjunction with Active Directory. Provide support for Office Suites 2K & 2K3. Also maintain a 98% customer satisfaction rating.

Matrix Resources / Carecentric LLC, Kennesaw, GA, Nov. 2005 – November 2006

IT Support Specialist / Junior Network Administrator

Supported over 100 internal & external HealthCare clients by Creating / Deleting Network Log-ins, E-mail Accounts and assigning the appropriate access right using Active Directory. Monitor Servers Running Windows 2000 & 2003 Server. Monitor E-mail Filter daily, Ensure Nightly Server Back-ups completed, Reboot Servers when needed, Replaced / Upgraded Cisco Switches and neatly Re-wired Patch Panels. Performed Domain Server Migrations. Replaced all Windows 98 Workstations with New HP Desktops w/Windows XP Pro. Installed several Dot Matrix & HP Laser Printers on the Network assigning Static IP Addresses, Remove Spyware & Adware from PC’s, Performed Phone Extension moves using Inter-Tel Software and physical wiring on the PBX Punch-down Block, Backed-up Voice-Mail System for five locations, Upgraded all systems from MS Office 2K to 2K3, Setup Wireless Connectivity, Also created GHOST Images for Workstations & Laptops with Company required software. Maintain inventory of PC’s, Printers and accessories.

Kaplan Higher Education, Alpharetta, GA, August 2003 – November 2005

Level II Desktop / Remote Diagnostic Engineer

Provide Desktop and Helpdesk support for the Home Office users as well as

support users at remote school locations. Create Active Directory accounts, Novell

Netware, reset passwords, document tickets in CRM.

Also, join systems to the domain, add servers and printers to the Citrix Farm.

Georgia Temp / Georgia Pacific Corp., Atlanta, GA, November 1997 – April 2003

IT HelpDesk Specialist

Created Award Winning Solution Center Helpdesk (Helpdesk 2000 Certified)

Implement and Develop the Georgia Pacific Solution Center Helpdesk / Desktop Support Resolved issues for over 25,000+ end users, with remote connectivity issues. Provided Desktop Support, installing software & hardware. Administer new LAN Accounts (unlock & reset passwords), Monitor Network for LAN and Wan outages. Also worked 12 to 14 hour shifts weekly for several years.

Digital Equipment Corp., Alpharetta, GA, March 1993 – November 1997

Helpdesk / Field Service Engineer

Obtained MCP, A+ Certifications

Supported end users and Field Engineers with the repair, configuration

and installation of all types of Printers, PC’s and Laptops. Closed approximately 45 calls daily.

The Computer Shop, Norcross, GA, August 1992 – March 1993

Point of Sale Field Service Engineer

Build PC’s setup & installation in homes and offices. Performed Network Cabling.

Computer Specialist Inc., Rockville, MD, September 1990 – October 1991

Field Service Technician

Repair PC’s, Various Printers, IBM terminals and controllers, run cables for mainframe

connectivity on-site, adhere to 1 and 2 hour contractual response times.


Computer Learning Center, Associates Degree

Springfield, VA, Computer Technology

North Metro Tech, Certificate

Kennesaw, GA, Networking Technology


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