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Customer Service Active Directory

Roswell, Georgia, United States
December 30, 2017

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Jeremiah Graham

Telephone: 404-***-****




15+ years of experience providing leadership and Operations Management in a variety of positions and environment. Technical Trainer for Cisco Network Academy and Microsoft systems management.

Windows based software engineering and integration Installation, operation, troubleshooting, and maintenance of communications, computers, printers and automation equipment.

Highly experience in Technical Support within call center environment.

Understands Virtualization, L2 Storage and SAAS (Cloud, VDI, and SAN).

Network/Systems Administrator in corporate, network operations center, and can support Storage area network (SAN), LAN/WAN, Network Attached Storage (NAS), TCP/IP, VPN, NFS/SMB/ CIFS/SCSI protocols, Brocade switches/directors, Multi-Protocol Router (MPR) and DOD garrison/ field environment.

Field Service support requiring troubleshooting and support of mainframe thru microcomputer including associated software. I have extensive experience supervising, counseling, and mentoring individual counterparts while successfully achieving positions of higher responsibility through his hard work and determination. Completed tasks with the highest standards of quality and efficiency.

Trained, certified and is highly experienced in a wide variety of computer operating systems and applications, network hardware, software and monitoring systems. Trained in the installation, maintenance, troubleshooting of micro-station, desktop, laptop system and associated devices. Maintenance and troubleshooting video telecommunications systems.

Progressive advancement to higher levels of responsibilities and technical competencies. Doing all the above with a Flexibility “Can-Do” attitude while providing outstanding customer service.

Extensive experience supervising, counseling, and mentoring individual counterparts while successfully achieving positions of higher responsibility through hard work and determination.


oArmy Computer Emergency Response Team – Vulnerability Assessment Technician

oMobile Armor (Data• at• Rest) System Administrator

oMicrosoft Certified Systems Administrator (MCSA) Windows 2000

oMicrosoft Office Specialist – Excel 2000 Expert

oMicrosoft Office Specialist – PowerPoint 2000

oMicrosoft Certified Systems Engineer (MCSE) NT 4.0

oMicrosoft Certified Professional + I (MCP + I) – TCP/IP, IIS 4.0

oDell Server and Storage Certified

oDell Desktop/Portable Certified

oCompTIA Security +

oCompTIA A+

oCompTIA Server +

oCompTIA Network +

oCompTIA Linux+

oSTIKnowledge Help Desk Professional Certification

oInternet Security Systems (ISS) Certified

oHarris Stat Intrusions/ Vulnerability Detection Certified

oOnline Army Webmaster Training Course, US Army Certified

oDISA HBSS 4.5 Administrator (DOD Virtual Training)

oDISA HBSS Management Roles (DOD Virtual Training)

oHP StoreVirtual 4000 Storage Administration and Configuration

oHP Support and Service HP StoreVirtual Solutions

oHP Technical Certified I - HP StoreVirtual 4000

oHPE Accredited Technical Professional - Storage Solutions V2

oEXIN ITIL V3-Foundation

oLEAN SIGMA SIX – White Belt Trained

oLEAN SIGMA SIX – Yellow Belt Trained

oPMI Certified Associate in Project Management (CAPM)

oVMware vSphere 6: Install, Configure, Manage [v6.0] Training

oVMware Certified Professional 6 – Data Center Virtualization - VCP6-DCV

oCisco Certified Network Associated - Routing and Switching (CCNA)

oCurrently enrolled in online Cisco Cyber OPS course will complete March 2018

Professional experience:

Ranstand (contracted to Anthem), Atlanta, GA Aug. 2017 to Dec. 2017

Security Analyst II

Working in Security Operations department and supporting database program and ensuring coverage with database security application.

Responsible for procedures to ensure the safety of information system assets and to protect systems from intentional or inadvertent access or destruction.

Provide second level technical trouble support; solve randomly occurring problems; support customer service requirements for established information and computer security standards; administers information security safeguards.

Perform implementation tasks for system and network security technologies; execute testing.

Perform technology upgrade tasks utilizing change control.

Design and configure vendor services orders for repetitive services & oversee implementation.

Compile data in support of equipment and user relocations or system migrations.

Perform simple configuration changes to meet business requirements under supervision.

Compile and collect capacity data to be used for planning purposes; perform documented preventative maintenance routines under supervision.

Assignment to project teams to represent information security requirements and perform operations and administration tasks.

Respond to level 3 & 4 change and problem requests; participate in level 1/2 incident recoveries with minimal supervision

Hewlett Packard Enterprise, Alpharetta, GA May 2013 to May 2017

Technical Solutions Consultant II

Establishes HP's technical creditability and solution capability within customer's Information Technology (IT) organization through education & assistance

Approaches technical problems in a rational manner using sound strategies that ensure comprehensive understanding and effective resolution

Ensures customer satisfaction and optimum engagement relationships to build and maintain services business within the account.

Understands Virtualization, L2 Storage and SAAS (Cloud, VDI, and SAN).

Develops methods for supporting innovation and change across the organization

Break/fix support via telephone and remote access for the HP P4000 StoreVirtual and Hyper-Converge storage systems platform using the customer’s virtualization platform (i.e. VMware, HyperV)

Configuration and administration of HP P4000 and 2XX Hyper-Converge storage systems Linux platform for both ISCSI and Fiber connections

Used Salesforce Call Tracking software to track customer cases and created various reports

Charter Trading, Soto Cano AB, Honduras Jan. 2011 to March 2012

Senior Computer Analyst

Configured and maintained client systems, Microsoft operating systems, applicable software and user accounts (domain and email) on both Nonclassified Internet Protocol Network (NIPRNET) and Classified network (SIPRNET)

Assisted the troubleshooting operating systems, Active Directory (AD), and user accounts

Break/fix support of Dell and Lenovo workstation, desktop and laptop; Lexmark and HP MFP, various manufactures laser printers and scanners.

Advised technicians on computer hardware and communication protocols

Performed end to end troubleshooting using signal flow and network diagrams for fault detection, isolation, and correction of hardware systems and individual components or cable infrastructure

Used Microsoft Deployment Toolkit(MDT) and Norton Ghost for create Windows Desktop OS baseline image and update maintenance for deployed across the Domain

Provided Call and Inventory tracking using Remedy IT Service Management Suite tools

PAE, Thumrait AB, Oman May 2010 to Jan. 2011

Network Administrator II

Provided technical and operational support for the operation and administration of network infrastructure, switches, routers, sniffers and supporting hardware, file, applications, communication, web, email, financial, domain and CD servers, databases and cable infrastructure

Implemented network modifications and administration to include additions, changes, deletions, and configuration of network resources based on IA policies, and procedures

Configuration Management (CM), email and user account administration, IA, user training, administering AD environment, network backups

Monitored, troubleshot and resolved problems associated with AD User and Organizational Unit (OU) containers, AD Security Groups, also updated previous writing script

Setup and administrator Microsoft Exchange Server

Used Microsoft Deployment Toolkit for create Windows Desktop OS baseline image and deployed via network

Pushing Hot Fixes and Updates to end client and servers via Windows Server Update Services (WSUS)

ManTech, Kabul, Afghanistan Jan. 2010 to May 2010

Network Manager

Designed, tested, installed, configured, maintained, optimized, and upgraded various aspects of NATO Afghanistan NIPR and SIPR enterprise data networks

Developed and conducted technical training programs for skill enhancement and team cross training of all systems operators and administrators

Provided command element with the rapid network set up and troubleshooting during exercises and tactical operations

Lockheed Martin, Soto Cano AB, Honduras April, 2006 to June 2009

Computer System Analyst

Provided management guidance on operation and maintenance of NIPRNET and SIPRNET

Performed assessments to optimize network performance and improve productivity

Studied bandwidth, error logging, file sharing, account activity, and hardware failure rates to identify points of failure and negative trends, and provided management with plans of remediation

Advised administrators on network protocols, security, and best fit hardware and software; provided support and guidance during daily operations, training exercises, and system upgrades

Create and maintenance of Microsoft OS Images using MDT and Norton Ghost

Northrop Grumman, Baumholder, Germany, Feb. 2005 to Jan. 2006

Network Engineer

Maintained and upgraded various aspects of Wide Area Networks (WAN), Local Area Networks (LAN) and Metropolitan Area Networks (MAN): Installed, configured, and upgraded servers, hubs, bridges, switches, routers, and encryption devices, and software, both enterprise and desktop, and leased circuits and extranets. Created and/or modified previous writing scripts for AD

Analyzed and defined network requirements for architecture, infrastructure, and integration; analyzed network workload; monitored capacity and performance; diagnosed and resolved network problems; developing network backup and recovery procedures; and applying and ensuring rigorous application of IA policies and procedures in the delivery of network services

Installed and maintained client and server operating systems (OS), business tools, user accounts, both domain and email, Dynamic Host Configuration Protocol (DHCP), Windows Internet Name Service (WINS), Domain Name Service (DNS), Systems Update Server (SUS), and Antivirus servers.

ITT Industries, Camp Victory, Kuwait, Aug. 2004 – Feb 2005

Systems Administrator

Supported for network services and support (software, hardware, training, and system) Installs, configures and maintains the local tactical networks: NIPRNET and Monitored system performance during operations, and took corrective action as required

Setup and maintenance of client systems (Operating systems and applicable software) and user accounts (domain and email)

Initial set up and maintenance of Windows 2003 servers including Exchange mail, Dynamic Host Configuration Protocol (DHCP), Windows Internet Name Service (WINS), Domain Name Service (DNS), Systems Update Server (SUS), and Symantec Antivirus servers.

Night Shift Lead managing a team of five civilian and three Army personnel in support of Camp Victory network

Hardware break/fix support included troubleshooting and replacing faulty hardware

Software support included the isolation and repair of missing or corrupted hardware drivers and system files, deleting and reloading faulty applications such as Microsoft Office suite, as well as specialized DOS applications and email client configurations

Server administration of a Dell Raid System running Windows 2003/2000 operating system this included creating, organizing and supporting AD and Exchange Server 5.5 • 2003, which includes OU and account setup, password reset, unlock account. Create and maintain Active Directory print server and devices. Responsible for backup and restoration of data using Veritas Backup software. Monitor and remotely troubleshoot network devices, this including deploying service patches and applications. Created and/or modified previous writing VB scripts for AD

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