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Active Directory Manager

Chicago, Illinois, United States
April 19, 2018

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Evon L. Baker



Level II/III Support Preferred

(Seeking opportunities in the Downtown Chicago Area)


Extensive experience providing Help Desk Levels I through III, Hardware/Application Support and Installation

Supported various environments utilizing Windows 2000/XP/Windows 7,through 12, MS Office 2000 through 2012, Microsoft Office 365, Lync 2010, 2012, Lotus Notes 8, Outlook 2003 through 2016, in a desktop Windows – Unix, Novell, Linux,Windows 2010R through 2013 server environments

Trouble Ticket software applications: Peregrine/Remedy/People Soft SQL, HPSM, Webspoc, Service Now

Also responding via email, Skype, Skype video conference, telephone and remote assistance, as well as walkups

Strong Experience with Active Directory Assistance with over 3000 application installations

Experience Ghosting/re-imaging using Altiris, Ghost, USMT, Microsoft GImageX and Lite Touch

Computer Troubleshooting, Dell, IBM, Lenovo, HP

Directly assisted company personnel, Presidents, VP and staff with desktop operation, including both hardware and software – Provided employee training and instructions (through presentations, as well as graphic instruct ions via email) regarding company operation of software and hardware, technical support and quality standards.

Install, physically move, change, and dispose of computers, hardware and software

Provide virus removal and systems upgrades for Microsoft Defender, Symantec Endpoint Protection, McAfee, & Malware applications

Knowledge of networking protocols such as DNS, TCP/IP, DHCP, Remote Access

VPN, Citrix and Remote Access Capabilities

SCCM Configuration Manager and Tools

Terminated personnel and contractors to include disabling accounts, services, and collecting company equipment and sanitizing equipment for archive and/or reallocation

MS Outlook 2007 to 2016 configuration and troubleshooting

Outlook exchange server 2008 backup files and restored profiles and created free busy schedule for managers

Outlook Exchange mailbox user profiles, multiple mailboxes

Active Directory 2003 to present


Central YMCA Community College, Chicago, IL – Psychology


(MCP –Certified) Microsoft Certified Professional (2007)Windows OS Application Specialist (Certiport)

A+ Certification Specialist (pending)


Avanade. Inc., Chicago, IL 05/2015 – 11/2017

Systems Analyst

Contractor Enablement Management and

IT Productivity Specialist

Re-image /build and deployment of Dell laptops and Surface Pro’s, for approximately 200 laptops for Microsoft End Users per month, including deploying backpacks, chargers, dongels, headsets and other Peripherals as required.

Was held as project lead as Enablement Management for USA, Canada and Brazil for reporting purposes for all new contractor employees reporting start date of deployed laptops and return of laptops when contract ended or were released from the contract. Reporting directly to the Manager and Director of IT Avanade in Seattle, WA

Responsible for Onboarding New FTE Hires – Building – reimaging and deploying laptops for FTE,s, Contractors. Microsoft Sub K Employees. Onboarding new hires via Skype Teleconferencing, approximately four times per week. Also assisted with the New Hire Onboarding classes with approximately 20 to 40 users per class every week.

Assisted and trained Level 1 and 2 Help Desk when request either by the individual employer or management when issue could not be resolved or training/advise was needed.

Worked with VP Presidents of the Corporation on priority troubleshooting issues

Worked directly with the Mangers of HR when hiring full time employees and Contractors computer imagining an deploying laptops, using UPS as deliverable on a daily basis.

Made sure the laptops were out at a timely manner

Opened the IT Office each work day morning.

Was responsible for contacting Dell for end user computer problems, when hardware issue could not be resolved in house ensuring that troubleshooting issues were resolved per company extended warranty with the vendor.

Troubleshooting users via email, Skype when directly contacted for help as well as walk ups

Working continuous overtime each week to meet user demands.

Was responsible for contacting DELL for hard drive issues and other hardware problems. Approximately 15 laptops per week

Video Conference Meetings with Seattle Manger and the Director directly, three times per week. To review updates and progress within the Chicago Office. As well as set established meetings with HR managers to review their progress and weekly goals as needed.

US Railroad Retirement Board, Chicago, IL 06/15 – 07/15

Desktop Systems Administrator

Re-image and build deployment for 500+ laptops for Federal end users

Migration of federal applications to new laptops – security sensitive information – i.e., SS#’s and

Salary Allotment information, requiring Homeland Security Clearance and Background Check to be approved for assignment.

Windows 7 OS system

Replacement of desktop computers

Edited registry for security sensitive application data.

Added secure Group Policy additions

Troubleshooting Exchange Outlook Email accounts and information to adhere it Federal Standards and guidelines.

Prepared delivery of new laptops and installation

Prepared old desktop for redeployment or to be sent offsite

Xchanging Inc., Chicago, IL 05/15 – 06/15

IT Technician II

Using Login Service Now remote application to migrate users from UK servers to US servers

Changing IP addresses for new server use

Project entailed the Microsoft Office 365 migration process from windows with Server upgrade to 2013.

Upgraded systems applications to Windows Microsoft Office Suite 2013

Microsoft Exchange server upgrade to 2012. Approximately 200 users upgraded.

Microsoft Lync, Virus upgrades and all company in-house applications.

Upgraded Mobile devices applications for new Outlook 2013 use

Mesirow Financial Firm., Chicago, IL 9/14 – 2/15

Help Desk Specialist II

Active Directory use, resets group, distribution list member installation, moves

Password resets, unlocking accounts

Extensive SCCM usage. Used to RDP remote access, application installs, public folder creations

Terminated personnel and contractors to include disabling accounts, services, and collecting company equipment and sanitizing equipment for archive and/or reallocation

Exchange Management Console for creating email accounts, distribution list, allowing full permission

Worked with Asset Management team inventory hardware, software licensing.

Side Desk environment for Microsoft and other applications associated with the firm for VP and staff throughout the organization.

Directly assisted company personnel, Presidents, VP and staff with desktop operation, including both hardware and software – Provided employee training and instructions (through presentations, as well as graphic instruct ions via email) regarding basic operation of software and hardware, technical support and quality standards.

IPhone, Android, IPAD technology. Creating and Registering phones, for email and corporate

Work environments. Reset passwords, trouble shooting phone email accounts.

Creating Tickets and troubleshooting via email, ticketing and phone for resolution in a very professional manner required.

Symantec Virus Protection, Malware, Adware Protection.

VPN setup and troubleshooting

IPhone, Blackberry troubleshooting and application installs

Extensive Active Directory use, resets, install applications, moves,

Exchange Management Console,

Creating new mailboxes user accounts shared mailbox, distribution list

SCSM Ticketing System.

Troubleshoot via tickets, phone and email.

DNS, DHCP server creations, IP Address creations

Microsoft Exchange Console Outlook, Lync Access, DNS internal /external access, VPN establishments and troubleshooting from my computer.

Provided internal and external customers including file permissions, folder permissions, account permissions, and password resets/unlocks.

Schawk Inc., Chicago, IL 8/2012 – 1/2014

Help Desk Service Support

Windows XP, 7 Installs and Migrations

Installation of VPN and access

Citrix Xen Application and Remote Access

Exchange Management Console Support

Exchange PowerShell

Added users to Entrust Identity Guard Setup, to ensure maximum security to company’s applications and servers

Created new users/employees in Active Directory as well as Distribution Groups and Security Groups

OutLook Troubleshooting

OWA Setup access and Troubleshooting

Ensured functionality of desktop systems via deskside support throughout departments through frequent evaluations and routine maintenance.

Verizon Conference Calling Call Setup

Handled companies High volume Ticketing System, with customers/employees around the Globe

ITL base, and Sox Policies environment

Work 24/7 rotation weekends for Helpdesk service on call

State of Illinois, Chicago, IL 4/2011 – 6/2012

CMS Help Desk Support

Windows XP, Windows 7 Installs and Migrations

Troubleshooting HP, Lenovo, Dell, Compaq, Laptop and Desktops

Installation of Air Cards, Printer Troubleshooting, IBM, Xerox, Compaq

This requires travel throughout the State of Illinois and its Departmental Facilities. i.e. Statesville Prison, Lottery Distribution Department, Department of Finance, Human Health, Human Resources.

Remote Access Troubleshooting. Novell and Windows Exchange Server knowledge

VPN, Air Card installation for state police vehicle laptops.

Windows 7 migration process, via server, USMT, AIK, or USB process

Troubleshooting HP, Lenovo, Laptop and Desktop

Troubleshooting and ensuring all application migration was successful

Windows 7 migration process, via server, windows application, or USB process

Troubleshooting, Dell, Lenovo, HP

Windows SCCM Configuration Manager

Windows SCCM Client Tools

Active Directory

Migration for 1000 Clients

De-installation of banking computers

Disk wipe all computers to ensure maximum security of all banking information

Re-image computers when required

Contact Chase Help Desk when complete

Complete CMS ticket information, fax to appropriate Chase personnel

DePaul University, Chicago, IL 9/2010 – 11/2010

Desk Technology Support Specialist (contract)

Respond to all tickets via PeopleSoft Ticketing system, email, telephone and remote.

Handle Priority Tickets with respect and professionalism for Presidents, Vice Presidents and other Upper Management staff as well as staff Priest and tenured Professors to ensure troubleshooting was met on time an accurate. (several e-mails sent to manager on my customer service and technical expertise from Presidents, and Professors, requesting my services again)

Ensuring that all other tickets are completed in a timely manner as to guarantee SLA’s are met.

Response to all software and hardware issues for desktops/laptops, Apple Mac computer systems. Troubleshoot Blackberry Cellular phones internal software, as well as IPhones, all BES issues resolved.

Diagnosis and repair all printer, network issues, Windows XP Pro/2010, MSOffice 2007/2010, Outlook Exchange, within standard guidelines.

Phone system setup, voicemail activation.

CIGNA Health Insurance, Chicago, IL 5/2010 – 8/2010

Computer Systems Analyst III (contract)

Uninstall/Reinstall and move all new computer workstations, Laptops and Printers

Patch installation for all computers

Reconfiguration/installation of software either manual or via Active Directory

Installation of telephones, including wiring

Upgraded necessary manual software applications, not in database

Initiated a twice weekly meeting with Executive Assistant to President of CIGNA Health, which was welcomed, regarding all technical issues, resolutions, weekly trouble ticket targets. and proposed system and application upgrades for Upper Management and staff

Weekly and monthly Server backup tape management.

All hardware upgrades and fixes as needed for workstations as well as Servers.

Ordered new hardware as required including pc’s, servers and LAN printers

HPSM Ticketing system for request for troubleshooting support and new purchases.


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