Active Directory Support
Resume:
David Crandall
Summary
Over ** years support of windows 7/10 imaging and refresh experience
Over 20 years of technical Helpdesk support experience. Extensive experience supporting hardware/software issues Active Directory password resets and policies and groups., Citrix, AS400, Oracle, VPN, Email Outlook and Lotus Notes, network Printers installation clearing print queues. Remote desktop support, Virtual desktops, SAP. Solar winds network monitoring. Excellent customer service and communications skills.
Highlights 10+ Years of experience in
Active directory VPN
Exchange Bitlocker drive encryption mcafee
RAS token support USB image computers
Windows Multifunction printer Support network
Network connections Bigfix installs
Hardware Outlook 2000- 2016, o365
SCCM Remote desktop RDP go to assist windows
Security software Break fix install
VMware / Citrix command line restore recover
Dos commands SOC security of Compliance
Education/Certifications
North Texas State University 132 hours Biology 120 hours Chemistry.
MCP for all versions of windows 95-xp and NT -2008
ITIL 2
CompTIA A+
High public Trust security Clearence
Skills
Active Directory, AS400, Case Manager, case management, Cisco, Citrix, Compaq, Computer Hardware, Encryption, Dell, desktops, drivers, email, Gateway, HP, Lotus Notes, mainframe, mainframe systems, McAfee, Mentor, MS Office, Microsoft Outlook, Windows XP, network printers, network equipment, Oracle, PC's, PC systems, policies, POS systems, repairs, SAP, install software, Tech Support, phones, trouble shooting and VPNs
Professional Experience
Nesco/ Smith & Nephew Aug. 2017 – Present
EUCL2 Admin Support
•Document all customer interactions, and the steps taken to resolve the issue in BMC Remedy Service now, ticketing system
•Setup, configure, install, diagnose, repair, upgrade, move, and/or deliver laptop/desktop computer systems and monitors
•printers while ensuring proper functionality and optimal performance
•Assist users on the use of VPN and RSA's SecureID as well as troubleshoot end user issues related to these technologies
•Troubleshooting Widows operating systems by making use of DOS commands and Event Logs.
•Imaging and setup of new machines and reloads of existing machines
•Resolved Outlook connectivity issues by checking OWA connectivity, Offline mode, rebuilding Data Files, repairing Office installs, troubleshooting logs, and uninstalling certain Security Updates.
•Troubleshoot Lync latency issues with Pre-Call Diagnostic Tool to check network variables such as jitter, packet loss and made sure compatible equipment is being used.
•Moved existing user mailboxes in the on-premises organization to Office 365 using Hybrid Remote Move Migration and EAC.
•Lead KACE Remediation Project and the rollout of Microsoft Office 365
•Remote access of systems via LogMeIn, Lync, and RDP to resolve customer’s pc issues
•Enable and implement Bitlocker encryption on all PC/Laptops and ensure compliancy to corporate
•encryption standards as directed
•Silent deployment and removal of software using batch files and PDQ
•Managed Active Directory to add workstations, administrator rights, group policies, and permissions.
•Remediated Non-Compliant devices on network with CounterAct Console remotely and physically. Research, evaluate, and recommend new hardware and software to support end user computing needs• Support end user audio/video technologies and collaboration tools
UST Global / Wolters Kluwer
EUCL2 Admin Support Dec. 2016 – May 2017
•Document all customer interactions, and the steps taken to resolve the issue in BMC Remedy Service now, ticketing system
•Setup, configure, install, diagnose, repair, upgrade, move, and/or deliver laptop/desktop computer systems and monitors
•printers while ensuring proper functionality and optimal performance
•Assist users on the use of VPN and RSA's SecureID as well as troubleshoot end user issues related to these technologies
•Troubleshooting Widows operating systems by making use of DOS commands and Event Logs.
•Imaging and setup of new machines and reloads of existing machines
•Resolved Outlook connectivity issues by checking OWA connectivity, Offline mode, rebuilding Data Files, repairing Office installs, troubleshooting logs, and uninstalling certain Security Updates.
•Troubleshoot Lync latency issues with Pre-Call Diagnostic Tool to check network variables such as jitter, packet loss and made sure compatible equipment is being used.
•Moved existing user mailboxes in the on-premises organization to Office 365 using Hybrid Remote Move Migration and EAC.
•Lead KACE Remediation Project and the rollout of Microsoft Office 365
•Remote access of systems via LogMeIn, Lync, and RDP to resolve customer’s pc issues
•Enable and implement Bitlocker encryption on all PC/Laptops and ensure compliancy to corporate
•encryption standards as directed
•Silent deployment and removal of software using batch files and PDQ
•Managed Active Directory to add workstations, administrator rights, group policies, and permissions.
•Remediated Non-Compliant devices on network with CounterAct Console remotely and physically. Research, evaluate, and recommend new hardware and software to support end user computing needs• Support end user audio/video technologies and collaboration tools
Temp Work for myself from 1997 – present
Owner Computer Repair and diagnostics.
Buy sell fix replace computers
Diagnose hardware problems and software problems.
Remove viruses.
Install software and image computers. Repair broken computer parts drives nic video cards.
Northrop Grumman Irving, Texas June 2015 to Mar 2016
Tech support
Reset passwords in Active Directory Used remote access and SCCM to install programs Add users to admin group for their computer.
Configure Outlook for users.
Help with office programs.
Lync and Skype for business.
Unlock and reset passwords on Oracle, and all types of programs such as Citrix and Virtual desktops, Install printers and other hardware drivers.
Intratek Computer Inc Arlington, Texas Apr 2014 to Dec 2014
Technical Support
• Reset passwords to VA sites Reset outlook accounts Configure Software Configure Accounts Setup printers
Microsoft Mar 2014 to Mar 2014
Tech support
Password reset.
Account verification.
Fujitsu of America Irving, Texas Aug 2012 to Oct 2013
Tech support
Reset safe boot passwords in MacAfee Encryption.
Reset passwords in Active Directory Configured profiles in Active Directory Used remote access and SCCM to install programs in windows XP Help to install printers and clear printers.
Reset Cisco and AS400 passwords on the mainframe.
Setup outlook and configured their emails.
Added and removed rights from Active Directory groups and policies Exchange email configure.
POS support for Accosta cross trained.
City of Fort Worth Fort Worth, Texas Jan 2012 to Jun 2012
Senior Tech support
Reset safe boot passwords in MacAfee Encryption.
Reset passwords in Active Directory Configured profiles in Active Directory Used remote access and SCCM to install programs in windows XP Help to install printers and trouble shoot printer issues.
Reset Cisco and AS400 passwords on the mainframe.
Setup outlook and configured their emails.
And Exchange Added and removed rights from Active Directory groups and policies.
Communicate with other departments when services are down Bridged calls from groups to get ETA on repairs Gave them a point of contact for outages and sent emails when completed.
AIG Fort Worth, Texas Mar 2011 to Nov 2011
Tech Support
Tech Support level 2 Reset passwords in active directory.
Installed printers remotely Remote desktop with Bomgar Reset mainframe passwords.
Reset sap passwords Reset and configured VPN software Reset safeboot passwords Configured outlook on both pc and Blackberry Exchange settings Added and removed rights from Active Directory groups and policies. Fixed errors in Citrix
AT&T Dallas, Texas Jan 2009 to Mar 2011
U-verse Tier 2 tech
Help to connect people to the internet both by wire and wireless.
Reset the passwords that the people forget.
Help to change settings on there TV's to connect to or IPTV system Help to reset voice profiles on their phones.
Diagnose issues on the fiber optic lines and send techs out to repair.
Escalate tickets to the NOC for issues on TV and internet connections.
Communicated with all parties for repairs and outages and help to keep others in the loop Gave them a point of contact for outages and sent emails when completed.
POS support for U-verse.
First American Title Westlake, Texas Nov 2007 to Jun 2008
Corporate Helpdesk Analyst
Reset user passwords with Active Directory.
Help to make sure they could send and receive e-mails with Microsoft Outlook 2003 and repair inbox and Exchange.
Help to map network drives for Users.
Setup remote access and VPN connections.
Troubleshoot network connectivity issues and connections
Diagnose hardware and software issues and repair if possible.
Reset Citrix passwords and get them connected. VM ware login help configure.
Reset Oracle passwords Clear printing queue on mainframe systems.
And setup repair tickets if needed.
Worked with virtual desktops to reset passwords and help to configure them.
Help to reset mainframe passwords on AS400 and other mainframe units.
Computer Science Corporation Dallas, Texas Oct 2006 to Aug 2007
Corporate Helpdesk Analyst
Reset user passwords with Active Directory.
Help to make sure they could send and receive e-mails with Lotus Notes and repair inbox.
Help to map network drives for Users.
Setup remote access and VPN connections.
Troubleshoot network connectivity issues and connections.
Diagnose hardware and software issues and repair if possible.
Reset Citrix passwords and get them connected. VMware setup and configure
Worked with virtual desktops to reset passwords and help to configure them.
Help to reset mainframe passwords on AS400 and other mainframe units.
Added and removed rights from Active Directory groups and policies.
CompUSA
Corporate Enterprise Helpdesk Irving, Texas Nov 1999 to Oct 2006
Tech Support
Reset user password with active directory.
Help to make sure they could send and receive e-mails with outlook and repair inbox and Exchange.
Help to map network drives for Users.
Setup remote access and VPN connections.
Troubleshoot network connectivity issues and connections.
Diagnose hardware and software issues and repair if possible.
Help to install software on business machines with the use of Radia program manager.
Help to setup network printers and resolve printing problems.
Training other Technicians on new OS and equipment.
Escalations Support
Verified all trouble shooting steps have been completed.
Take and resolve level 2 tech calls.
Dealt with non-warranty, warranty, irate customers and store managers.
Did cross training in escalations and Mentor in training classes.
Did extended warranty for CompUSA Stores POS.
Used CompUSA warranty guidelines to repair/replace systems.
Trained new agents on new and ongoing issues. VM ware setup of windows ME, XP, Vista, apple OS 7.5
General Electric / National tech team
TSR level 2 Mar.1998 to Nov. 1999
TSR level 2 Verified all trouble shooting steps had been completed.
Take & resolve level 2 tech calls.
Dealt with non-warranty & irate customer calls.
Did quality case management for in-warranty customers.
Did extended warranty for Circuit City stores.
Supported all PC systems as Second Level Tech, and Mentor.
Used Circuit City's warranty guidelines to replace/repair systems.
Call coached and made sure agents stayed in the support boundaries.
Trained new agents on new and ongoing issues.
Cross trained on Gateway computers and their Warranty.
Training other Technicians on new OS and equipment.
Stream International Mar 1995 to Mar 1998
TSR level1 and 2 and Escalations Take & resolve level 2 tech calls.
Training other Technicians on new OS and equipment Did Quality for HP to help keep satisfied customers.
Dealt with non-warranty & irate customer calls.
Did quality case management for in-warranty customers.
Cross-trained in Desk Jet, Scan Jet, All-in-One Dell, Compaq, AST, and Packard Bell PC's.
Supported Pavillion PC as Second Level Tech, Mentor and Quality Case Manager.
Used HP warranty guidelines to replace/repair systems.
Call coached and made sure agents stayed in the support boundaries.
Trained new agents on new and ongoing issues.
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