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Active Directory Desktop Support

Sandy, Utah, United States
April 18, 2018

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Ronald E. Orr

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

Sandy, Utah 84094

Home: 801-***-****

Cell 801-***-****


Professional Highlights

I started doing desktop support with Packard Bell in 1990's I am a person who takes charge a hands on goal oriented support agent helping users. I am a true professional with successful experience in streamlining the time the end user is on the call while maintaining a high level of customer satisfaction. (References are available on request)


•A+ Certification

•CIW Certification

•MCP Certification

•Dell Certified System Expert - Dell ESD - Certification

•Dell Certified System Expert - Foundation 2005 Latitude

•Dell Certified System Expert - Foundation Desktops 2005


•Supported Software Summary: Lotus Notes, Microsoft Office Suite, Cisco VPN Client, Citrix and AD (Active Directory Manager)

•Supported Operating Systems: Windows 3.1, 95, 98, ME, 2000, XP, Vista, windows 7, windows 8 and windows 10 / Mac Yosemite, El Capitan and Sierra

•Supported Callers Using: Phone, Chat and E-mail


•Awarded top support agent for FY09

oAward presented by ACS for being the top agent in the call center

•CIA Star Award PIN (Courtesy In Action)

oAward presented by a Federal employee for an exceptional call (see pdf document)

•100% Quality Scores

oPresented by Teleperformace supervisor for having a perfect scores sent in by the callers for entire month


This covers 10 years of my 28 years in Desktop Support

United States Department Of Veterans Affairs

550 Foothill Drive Salt Lake City, Utah 84148 July 5 2015 to present

National Service Desk (NSD) Specialty Support

**Successfully passed E-Qip SF85p Federal Back Ground check. Going back 10 years**

1.Publish PKI certificates to the Global Address List for encrypted emails

Preforming this process I used Active Directory

2.Reset and unlocked active directory passwords

Preforming this process I used Active Directory

2.Reset Callers remote account using Remote Access Portal

VA uses a “remote Access Portal” for the VPN access

3.Setup PIV Card reader Software for mac and pc

VA uses website Portal ( ) to download card reader software

4.Coded Tickets in SDM (service desk manager)

I have used Remedy and SDM for ticket creation

5.Software install for citrix receiver / configure and setup IE and Mac safari

Upgraded and installed new versions of the citrix

Henry Schein Practice Solutions

727 E 930 S American Fork, Utah 84003 June 2 2014 to July 1, 2015

Tech Support I

1.Remote connected to employees computers for software troubleshooting.

Used remote desktop for connection to the computers

2.Performed software installs for Dentrix and Easy Dental software

Installed and upgraded dental office computers helped setup and configured

3.Help with running Reports

Dental office would call in to run a report about how many procedures was perform

4.Setup and configured Dentrix software for user passwords.

Dentrix is able to lock out access for some staff example: billing, schedule appointments etc…

5.Assist with making new patient account

Training on how to add patients into the Dentrix software

6.Helped resolved billing errors when dental office unable to post payments

I had access to vinous tools that would fix the data base of the software to resolve issues like this


11747 Lone Peak Pkwy #200 Draper, Utah 84020 June 3, 2013 to May 30th 2014

Scheduling and Dispatch Specialist

1. Processed Orders from network servers sent in by CE (Certified Engineer’s)

•Engineer’s would send in an email with the parts needed for repair

2. Created and configured CE routes using WFM (work force management)

• Paged out the address for the repair and parts needed for the repair

3. Pinned and paged out RCC tickets (Requires Customer Contact)

•These are request sent in by business needing a contact from a CE for repairs


480 N 2200 West Salt Lake City, Utah 84116 October 8 2012 to May 31 2013 801-***-****

Desktop Support Agent

1. Remote connected to employees computers for software troubleshooting.

Remote into the computer to reload software, training, and trouble shooting

2. Reset RSA Tokens

Unlocked and reset the VPN RSA token for remote users

3. Reset employees network passwords

Locked and reset callers windows log on passwords using active directory

4. Lotus notes support

Created lotus notes ID, installed software, setup applications apps

5. Microsoft Office support (outlook, excel, etc…)

Full support for Microsoft office suite

6. Created trouble tickets for printer tonner and ink

Created tickets for local IT to install printer tonners and inks


170 Election Road. South Jordan, UT 84095 August 1 2011 to October 2 2012

Trust and Safety Support Desk Agent

1. Feedback removal

Following company guide lines I took inbound calls and evaluated buyers feedback

2. Evaluate EBay accounts for suspension.

Based on the seller dashboard I would look at the account and decide if the account needed to be turned off.

3. Evaluate accounts for increase of selling limits

New and existing sellers call in to allow more items for sell on their accounts

4. Appeal accounts and UN-suspend accounts that are no risk

Reviewed and turned on accounts that meet requirements for renewal

5. Take action on accounts that are taken over by fraud

Reported accounts that was setup using fraudulent methods

CSS Corp

10975 Sterling View Drive. South Jordan, UT 84095 February 2010 to August 1 2011 801-***-****

IT support Desk Agent

1. Support In-bound phone calls, Email, and chat.

Employees would use one of 3 ways to speak with agents

2. Setup and configure Lotus Notes

Created Notes ID, install and upgraded if needed, setup app

4. Password resets for SAP accounts

Unlock and reset SAP accounts using Admin SAP account

3. Password reset for VPN accounts

Unlock, disable, setup VPN accounts

4. Password reset for windows AD accounts.

Using Active Directory unlocked, change password, and disabled windows accounts

ACS Inc.

510 W. Parkland Dr. Sandy, UT 84070 December 2008 to February 2010 801-***-****

Tier1 Help Desk Support

1.Take In-bound phone, Email, and chat calls from forest service employees.

Forrest service employee would contact the help desk by phone, chat or email agents was assigned duties based on experience and volume

2.Password reset for VPN and windows AD accounts.

Reset RSA token, verified account to reset windows active directory

3.Successfully passed E-Qip SF85p Federal Back Ground check.

The background covers 10 year history

4.Successfully passed Drug test – Finger prints on file.

The account required agents to have finger prints done at the police station

5.Completed Blackberry courses (required for forest service)

All the Forest service employees had blackberry this course thought the basics of the blackberry phone

6.Extensive knowledge for Lotus Notes 6 & 7

Installed, setup and configured Lotus notes using chat, phone and email

7.Winner of the "Diamond" top agent award for FY09 (More info about this award is shown in the Honors and Awards section)

This award for top agent of the year


Salt Lake Community, Salt Lake City Utah

Associate, Computer Science, Minor: Accounting

Alpha Computer Solutions, Salt Lake City

Certificate, Webmaster Certification

Alpha Computer Solutions, Salt Lake City

Certificate, Web Site Design

Honors and Awards

Perfect Attendance: Unisys. Perfect Attendance record for the first quarter April to May to August 2005

100% Quality Score: Teleperformace. Award of 100% on my QA scores from customers, team leads and customers.

Top Support Agent: ACS. Awarded top support agent for FY09 *** See Picture Below ***

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