Technical Support Active Directory

Sherman Jones

**** *. **** **. ***** Fl.*****

Phone: 813-***-****

*******.*******@*****.***

SUMMARY

Dedicated, enthusiastic, self-starter, and computer programmer with more than 15 years of programming and application development experience. Articulate communicator adept at utilizing strong interpersonal skills to influence change. Self-motivated team player who works well with others to achieve company goals.

Experience

IBM formerly HCL Technologies Field Svc Tech (Level 2 ) June/2016-present

Provide hardware, software, network problem diagnosis / resolution via telephone, email, chat or remote support for off premises associates.

Desktop and laptop imaging and deployment..

Administer and provide User account provisioning via SCCM console

Use of Incident ticketing system (Service Now) to document and manage problems to their respective resolutions and circumvention's.

Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps;

Provide Level 2 remote desktop support and perform other activities based on Service level Agreement.

Escalate complex problem to appropriate support specialists such as, database management systems and telecommunications

Tampa Electric Co: Helpdesk Analyst (contract position) 12/2015-4/2016

Assisted Business Partners with all Microsoft Office products installation to functionality primarily through remote connection.

Extensive experience assisting field technicians and deskside with GPS applications as well as authentication and credentials. Installed various applications and software via SCCM with Administrative Rights. Often could have to

Created Knowledge Base articles after issue had been resolved.

Enforced Group Policies unlocked, disabled, updated contact information, and reset passwords all in Active Directory.

Explained and answered questions concerning applications, hardware, SharePoint drives.

Assisted Enterprise Desktop group with migration from Windows 7 to Windows 10 and new hardware deployments. Surface Book Pro and tablets.

Time Inc.: Help Desk Analyst (contract position) 9/2014 -8/2015

Worked closely with other technical operations groups for hosting, monitoring and maintaining exchange file and data servers.

Assisted internal fellow employees with technical and administrative issues involving Microsoft Outlook, IPhones, IPads all company issued devices.

Troubleshooting VPN, VNC Cisco and RSA Security for employee remote access.

Managing, enabling and disabling Active Directory profiles along with RSA Security Console token and App access.

EnviroFocus Technologies: Technical Control Room Operator 10/2009-12/2011

Created Microsoft Word document and PowerPoint slideshows for meetings

Created Microsoft Excel Spreadsheets to report productivity.

Monitor Control Panel in Raw Materials Plant Center for malfunctions.

Treat, filter, and desulfurize both plant and city water in conjunction with water treatment facility.

Calculated amount of water, cadmium, and other oxidized materials to produce lead for smelting.

OSI/Apex System Inc.: Help Desk Analyst (contract position) 10/2007-1/2009

Connected to restaurant concepts throughout the country remotely to resolve issues with Point Of Sale terminals’ Connected to back office PCs to troubleshooting, adding and removing software as well as General maintenance on terminal back office PCs

Utilized “Alteris ticketing system to create, update and resolve trouble tickets for both hardware and software applications for back office personal computers.

As a Helpdesk Analyst in corporate office work as a Field Tech as well resolved trouble tickets for all other departments such as accounting, legal, sales etc…all deskside

Clearview/Verifone: Technical Support Rep (contact postion) 7/2007-10/2007

Assist retail store merchants with Verifone POS systems remotely

Verbally walked the merchants through configuring Ruby registers and Verifone payment devices

Troubleshoot fuel meters via “Ruby Registers” if offline

Diagnosed and resolved convenience stores back offices PCs for optimum functionality as well as front counter cash ”Ruby” registers functionality all warranted products before field technicians dispatch

Educated store employees through cabling, switches and router connections.

Diagnosed and resolved issues with petroleum pumps in conjunction with cash registers

Brighthouse Networks: Digital Operations Specialist 10/2005-7/2007

Troubleshoot and resolved the subscribers VoIP Digital phone service along with field technician.

Diagnosed and resolve technical problems “Road Runner” modems, wi-fi modems and internet connections.

Assist subscribers with technical issues ranging from cable, internet connection and VOIP digital phone service.

Reported service outages to on-call Field Techs

Documented service outages and alerted coworkers they could in turn inform subscribers.

WebMD/MedicalManager: Implementation Specialist 9/2003-11/2005

Enrolled and implemented electronic billing with medical facilities.

Ensured that facilities billing was HIIPA compliant.

Reviewed and mediated contractual agreements between medical providers and insurance carriers.

T-Mobile Wireless:Technical Support/Financial Svcs Rep 3/2002 -9/2003

Assisted customer wireless store location with all handheld devices

Internally assisted sales locations with consumer credit process.

Resolved customer billing issues on an escalated level.

Established payment arrangements for delinquent and pre collection accounts.

Communicated price plans, account, maintenance, and suitable account types.

Nokia Mobile Phones: Technical Support 5/1998-1/1999

Communicated and educated product technical features and functions to existing, potential purchasers as well as wireless service providers employees.

Traveled to outsourcing company (call center) educated and trained on all Nokia handheld products.

Researched and responded to high volume of correspondence from customers and dealers, providing efficient and effective resolution to those issues.

Educate customers with handheld phone PCMIA card as modem for laptop use; would troubleshoot if needed.

Education

BizTech Learning Center

CompTIA A+ and Network + 2012 to 2013

HDI Help Desk AnalystTechnical Support 2008 to 2008

ITT Technical Institute

Computer Systems Networking and Telecommunications 2003 to 2004

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