Active Directory Help Desk

DAVID KINGSTON

**** ****** ****

San Antonio, TX 78240

Phone: 210-***-****

Email: ************@*****.***

IT Help Desk Support Technician with 10years of experience diagnosing and resolving technical/customer inquiries. Proficient in Windows-based environments, Internet, and MS Office applications. Strong working knowledge of Telecommunications Products and Services. Able to clearly understand problems and find positive solutions through use of troubleshooting, problem solving, teaming and communication skills. U.S. Army Veteran and Clearable.

TECHNICAL SKILLS

Windows 7 / Windows 10

Active Directory

Dameware / Bomgar

Remendy/Trackit ticketing systems

OU Components

Routers and Servers

Troubleshooting

Roaming Profiles

WORK EXPERIENCE

Inserso, San Antonio, TX August 2107 – Present

IT Help Desk Operator

•Support the Airforce in their global network

•Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware

•Respond to chat messages for customers seeking help. Perform routine network startup and shutdown procedures, and maintain control records.

•Use Remote tools to access and transfer/fix user problems.

•Ask questions to determine nature of problem and walk customer through problem-solving process.

•Install, modify, and repair computer software.

•Administer accounts, computers, and other IT equipment via Active Directory.

•Utilize Servers to create organizational boxes, security accounts, and outlook accounts

Armando Montelongo Services, San Antonio, TX April- October, 2016

IT Help Desk Tier 2

•Configured, monitored, and maintained Google Mail email accounts and applications.

•Diagnosed, troubleshooter, and resolved hardware, software, or other network and system problems, and replace defective components when necessary.

•Created User Profiles, Computers, and other devices in Active Directory

•Reset user’s passwords and disabled accounts

•Maintained and administered computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations.

•Provided updates to end users through Windows Updating System.

United States Army, San Antonio, TX February 2007 – October 2014

Help Desk Tier 2, 2010 – 2014

•Maintained and administered computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations.

•Diagnosed, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.

•Analyzed equipment performance records to determine the need for repair or replacement.

•Conferred with network users about how to solve existing system problems.

•Monitored network performance to determine whether adjustments need to be made, and to determine where changes will need to be made in the future.

•Performed routine network startup and shutdown procedures, and maintain control records.

•Operated master consoles to monitor the performance of computer systems and networks, and to coordinate computer network access and use.

•Implemented and provided technical support for voice services and equipment, such as private branch exchange, voice mail system, and telecom system.

•Reviewed violations of computer security procedures and discuss procedures with violators to ensure violations are not repeated.

Electronic Repair Computer Operator, 2007 - 2010

•Assembled and installed communication equipment such as data and telephone communication lines, wiring, switching equipment, wiring frames, power apparatus, computer systems, and networks.

•Tested faulty equipment to diagnose malfunctions, using test equipment or software, and applying knowledge of the functional operation of electronic units and systems.

•Performed scheduled preventive maintenance tasks, such as checking, cleaning, or repairing equipment, to detect and prevent problems.

•Operated equipment to demonstrate proper use or to analyze malfunctions.

•Installed and repaired equipment in various settings, such as industrial or military establishments.

•Examined work orders and converse with equipment operators to detect equipment problems and to ascertain whether mechanical or human errors contributed to the problems.

EDUCATION

Bachelor of Science, Computer Information Systems, Focus in Cybersecurity,

Hallmark University estimated graduation 2018

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