Customer Service Active Directory
Resume:
Mario D. Verhage
**** ******* *** #* ****** Park, MD 20912
**************@*****.***
Talented and dedicated HelpDesk professional with over 9 years of experience
in fast-paced, deadline-oriented environments.
Summary of Qualifcations
Strong background in highly visible, fast paced customer service positions.
Exceptional troubleshooting skills, with strong knowledge of Windows, Apple, Novell, MS Office, Internet connections and peripherals.
Skilled communicator, able to successfully work with wide range of end-users to diagnose, resolve, or escalate when necessary, a variety of technical issues
Experience setting up, installing and repairing: desktops, laptop and printers.
Outstanding knowledge of multiple hardware and software applications.
Strong sense of team mentality
Work Experience
Enviva LP
User Support Associate II, March 2017 – June 2017
Provided deskside and phone support for executives at headquarters and phone support to users in our manufacturing plants
Verizon business account administrator for lines of service, iphones and ipads
Point of contact for all user account management needs (creation/termination/group memberships/distribution lists, Office 365)
Acknowledge customer complaints and work to ensure satisfaction
Image/troubleshoot Macbooks/iMacs/HP/Lenovo computers for user support
Administrator with Mimecast spam filter
FHI360 (Formerly Academy for Education Development)
User Support Associate II, January 2008 – March 2017
Play a key role as a member of the service desk team managing the assignments of all submitted service desk requests
Point of contact for executives and VIP requests to ensure satisfaction
Answer a large percentage of all calls received to phone support from North Carolina and DC
Consistently close a monthly high ticket volume
Primary administrator for all user account management in active directory and Office365 across the organization (creation/termination/group memberships/distribution lists)
Acknowledge customer complaints and work to ensure satisfaction
Image/provision/troubleshoot Dell/Lenovo computers for user support
Configure/maintain/troubleshoot Design Lab Mac environment, Macbooks and iMacs.
Assisted in variety of technology rollouts, MS Office, Windows, Software and Updates for 700+ users
United States Marine Corps, Camp Pendleton, CA
Marine Corporal, 0151 Administrative Clerk, Division Personnel and G-3, January 1999 - January 2003
Highly Visible, fast paced job which routinely required providing customer service to officers O6 (Colonel), enlisted E6 (Staff Sargent) and above.
Immediately recommended for secondary MOS 4066, Small Computer Systems Specialist where during 3-month school, I received training equivalent to an A+ certification
Managed all Temporary Assistance Duty Orders (TAD) for 1st Marine Division (19,000+ Marines) for first 1.5 years of service.
Last 2 years responsibilities included managing budget of $150,000 earmarked for professional development activities of marines
Created spreadsheets and reports to monitor expenditures and requisitions; processing travel and logistical requests from senior commissioned officers.
Led a group of eight (8) marines in physical fitness regimen
Direct supervisor to 3 marines in my section
Education
Bachelor of Science, College of Science and Allied Health, University of Wisconsin-La Crosse, La Crosse, WI, 2008
Major: Community Health Education
Minor: Strength and Conditioning
Technical Skills
Operating Systems: Windows 2000/2003/ME/XP/NT/Vista/7/8
Software Applications: MS Suite (Word, Excel, PowerPoint, Access), Novell, Active Directory, LANDesk Management Suite, Microsoft Exchange Management Console, Windows Powershell, LANDesk Console, Adobe Acrobat,
Training
Active Directory Server 2008, Customer Service Trainings, Small Computer Systems Specialist Training (Marines)
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