Customer Service Active Directory

Daniel Fernback

949-***-**** ******.********@*****.***

Technical Support Professional, A+ certified

IT professional with strong experience in supporting Windows environments & MS Office. Friendly team player with a focus on providing excellent user experience and support. A long history with system building provides experience for professional hardware assessment. Technical Skills

MS Office 365

Windows 10

Windows Server

Sharepoint

PC Hardware

VOIP phones

Printers

Mobile Devices

Professional Experience

Junior IT Administrator– Samuelsen, Gonzalez, Valenzuela & Brown, LLP March ’15 - August '17 Work Duties:

Managed user hardware assets, support, and administration company-wide for 9 locations.

Transitioned the firm to Office 365 & evaluated upgrade deployment options for Windows 10.

Active Directory management of users and process checklist of new user creation & termination.

Group Policy administration and writing new objects for environment, security, and software updates.

Configured new workstations and managed imaging and deployment via WDS.

Updated all sites to modern VOIP phones and provided user training.

iPad administration and Mobile device support for attorneys and administrative staff.

Maintained business website and training materials knowledgebase via Wordpress. Entrepreneur – Self-Employed Business Operator April '11 - March ’15 Work Duties:

Provided IT solutions & consultations for small businesses and home solutions.

Constructed custom PC’s to meet individual customer requirements.

Supplied in house visits for PC troubleshooting including virus removal & other Home/Small Office PC resolutions.

Recommended and setup purchase of new hardware for growing small business.

Maintained communication with customers while responsible for their information security. Helpdesk Analyst – Prelude Services March 11' - December ‘12 Work Duties:

Provided Citrix based support of Windows systems while providing professional service to clients.

Active Directory management of users in Domain groups.

Managed connections to Citrix/WAN for Users at Home or in the Office.

Commenced client support unsupervised after 2 weeks, resolving 30+ tickets a day within the first month.

Managed high volume phone, email, and chat work queues.

24/7 On-Call responsibility on rotating weeks.

Tier 2 Open Systems Disk Technical Engineer –

EDS/HP Enterprise Services Sun/Oracle Account February ’09 - March ‘11 Work Duties:

Diagnosed and troubleshooting of Sun/Oracle HW and SW providing professional customer service.

Collaborated as part of a team to meet client’s contract requirements.

Engaged in lengthy collaborative calls working alongside HW engineers resolving complex issues.

Worked as a team member on Sun/Oracle account through 2 buyouts of companies (EDS, Sun).

*References available upon request.

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