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Active Directory Desktop Support

Worcester, Massachusetts, United States
April 03, 2018

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Alexander Parsley

** ****** **., ***.* Worcester, MA 01602



15+ years managing multi-office IT operations as well as multi-domain infrastructures (IBM) utilizing Dell & IBM Servers and storage equipment.


Teksystems – Desktop Support Analyst 7/17 – 10/17

UMASS Memorial Medical Center and affiliates

Used LANDesk for imaging and inventory

Involved all current and feature state Inventoried devices for all facilities and all the departments in UMass Hospital and School.

Involved in Deployment of all workstation and peripherals for the department.

Data Team: Created all Visio floor plans, for current and future device deployments. Input and analyze all data within Share Point.

Installed Imprivata Single sign on badge reader for user login.

Construction Team: Managed the physical layout of all departments, worked with construction contractors to install all data and power outlets, PC wall mounts and status boards.

Future State Team: Analyzed UMASS infrastructure, determined the proper scope for Epic compliance.

Installed thin client machines from site-site and supported the VDI team

Involved Troubleshoot end user issues with Epic work station.

Involved work with Epic application for the user.

Dell – Data Encryption Analyst 6/15 – 6/16

Owned and monitor customer issues from beginning until resolution

Interfaced with multiple groups (e.g., Sales, Resolution Managers, Senior Engineers, etc.) to provide timely information ensuring the best support experience for the customer

Used troubleshooting techniques and tools to identify software defects and provide applicable service based on entitlement and warranty

Advised and educate customers on best practices as related to the DDPE security suite (e.g., Providing documentation, answering technical questions)

Provided input, recreate, and identify unique or reoccurring customer issues

Stay up to date and knowledgeable on Dell's latest security software offerings

Dell - Enterprise Tech Support Analyst, Dell Computers 8/14 – 6/15

Interfaced with multiple groups (e.g., Sales, Resolution Managers, Customer Care, etc.) to provide necessary information to provide the best support experience for the customer

Used troubleshooting techniques and tools to identify defective hardware and provide applicable service based on entitlement and warranty

Assisted customers with diagnosing problems and providing resolutions for software and service concerns

Advised and educate customers with correct procedures to obtain their technical goals (e.g., Providing documentation, answering technical questions)

Hawkins Personnel Group – Enterprise Technical Support Senior Associate, Dell Computers 8/13 – 8/14

Directed incoming calls from customers to appropriate queue for troubleshooting.

Created and dispatch selected parts to customers.

Created and email warranty quotes on selected products to customers.

Sold parts and warranties to Dell customers.

TDCJ – Correctional Officer at Stiles State Facility 8/12 – 7/13

Maintained offenders via feeding, showering and recreational activity within a secure environment.

Maintained documentation on offender activity.

Managed offenders in a general population environment.

A+, Network +, Security + Instructor 2/12 – 5//12

Excel Learning Center, Austin TX

Prepared weekly syllabus.

Instructed students via demonstrations and literature on CompTIA’s A+, Network + and Security + curriculum.

Senior Desktop Support Specialist 3/11 – 6/11

HNTB, Austin TX

Installed and configured software to include: MS Office 2010.

Supported Cannon printers and copiers.

Trained software to include: MS Office 2010.

Configured and manage Symantec Backup Exec 2010.

Managed software and hardware inventory via Dell KACE Box.

System patching and anti-virus management.

Systems Management Specialist Microsoft, Consultant to IBM 9/10 – 3/11

ARTECH Information Systems LLC, Cedar Knolls, NJ

Configured and deploy Windows 2003 and 2008 Servers.

Configured and deploy Quest Recovery Manager.

Migrated servers from Windows 2003 to Windows 2008.

System Administrator 1/98 – 1/10

Cutler Associates, Worcester MA

Developed a strategic vision for future growth which incorporates current Microsoft and Citrix technological advancements.

Administered, configure and deploy Windows 2003, Windows 2000 servers utilizing Active Directory.

Administered, configure and deploy Exchange 2000 and Exchange 2003.

Administered, configure and deploy OWA and Microsoft Office for corporate smart phones.

Administered EMC NS22 SAN.

Administered, configure and deploy Sonicwall Pro Firewall products.

Network operations and user security utilizing Active Directory and Advanced TCP/IP networking concepts.


CertificationsTraining in CompTIA A+, Network+, Security+, and Microsoft MTA-New Horizons, Lincoln, RI 2018

University of Phoenix Online - Masters of Computer Technology and Management

Worcester State College - B.S. Business Administration/minor in Computer Science


Clark University, Computer Career Institute, a Microsoft Certified Training Center, Framingham, MA

Exchange 2003 Administration; Citrix Presentation Server Administration; Active Directory Administration;

Citrix Metaframe Administration; Microsoft Windows NT Administration

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