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Microsoft Office Active Directory

Milwaukee, Wisconsin, United States
February 05, 2018

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Paul Sierra

(414) ***-**** Email:

Highly driven and motivated Information Technology professional with a diversified technical background in supporting high volume end users with minor networking issues, managing active directory, support in migration and refreshing, managing inventory and asset tracking and helpdesk support. Exceptional performer with 14 years of experience in always exceeding expectations with remarkable consistency.


Operating Systems: Microsoft Windows 95, 98, ME, 2000, XP, Vista, Windows 7, Windows 8, Windows 10 Microsoft Server 2000, 2003, 2012 and DOS

Hardware: NAS & DAS file servers, Exchange servers, domain controllers, desktop, laptop & thin-client workstations, SCSI, IEEE-1394 FireWire & USB 2.0 PnP devices, Ethernet IEEE 802.3 & Fiber optic connections, Cat.5 & Cat.6 Cabling, HP MFP, HP LaserJets, HP Deskjets, HP OfficeJets, Brother HL Series, Brother MFPs, Copiers & MFP by Canon, Konica Minolta, Sharp, Xerox, Kyocera, Ricoh, Multifunction Printers, Scanners, and other computer peripherals

Software: Compose 2.0/3.0 Architecture, Windows Terminal Server, Active Directory, Acronis, Symantic Ghost, Veritas Backup Exec for Windows Servers, MS Office 2000/2003/2007/2010/2013/365 (Access, Excel, Outlook, PowerPoint, and Word), Lync, MS FrontPage, Skype for Busniess, Dameware, Mini Remote Control, RDP, Remote Desktop Connection, BMC Service Desk Express, Remedy, Taske Desktop, Active Directory, NetScan, Citrix, Altiris, SCCM, SpiceWorks, ServiceNow, SalesForce,

Networks: TCP/IP, WINS, DNS, SMTP, POP3, Ethernet LAN, WAN, VPN/Remote Control, VOIP, Wi-Fi, DHCP

Microsoft Office: Microsoft Office 2000/2003/2007/2010/2013/365


CompTIA - A+

Ulysses Service Mentor

Dell Americas Desktop Proficiency

Dell Americas Notebook Proficiency



DAN FOSS – MILWAUKEE, WI 08/2017 – Present

IT Technician

Engage customers using technical skills to help customers with their electronics’ problems.

Explaining services and technologies to help them achieve business goals

Schedule customers for appointments: drop-off, pick-up or speak with Users

Product support and educating customers with any needs

Setup new PC, D&R and turn-ups PC, Virus removal, Install and update new PCs

Create and complete work order

Perform other duties as assigned

Using Remedy SalesForce for documenting incidents and tracking customers issues

Installed and supported Windows 7/10/Mac OS X/ Microsoft Office 2010/2013/365

Provided IT support to internal users through walk-in, email, and on the phone

Conducted research to improve users’ experience with latest Microsoft Office Suite and Windows 10/365

Configured switches and routers to give the right IP address to internal users

Setup and managed account for new users and existing users

Supported both Android Phones and Tablets and Apple iPhones and Tablets

Setup/Supported LAN, WAN, TCP/IP, VOIP

Backup and data recovery/Imaging/upgrading PCs

Used VPN to support long distance clients with their pcs’ issues.

Supported other devices such as printers/faxes/security camera/tablets/other electronic devices

Deployed Software using SCCM, local media, internet download and navigating to server

Using Remedy SalesForce Help Desk Software for ticket system

COMPUTER SCIENCE CORPORATION (CSC) – Milwaukee, WI 02/2014 – 03/2017

Desktop Support Manager

Support clients in the South Eastern WI. Area. Support 400+ employee’s across multiple sites.

Imaging, sanitizing, refreshing, Hardware & software issues.

Managed and maintained inventory (1000+ assets).

Converted multiple sites to VoIP

CONTRACT ASSIGNMENTS 06/2008 – 01/2014


Refresh Tech; Level 1 & 2 Helpdesk Support; Junior Network Admin; Deskside Support Level II; Refresh Tech Lead; Refresh Support Lead; Deskside Support Level II; Helpdesk Support Team Lead; Deskside Support Specialist; Technical Support Specialist II; Desktop Technician ;Network Operations Technician; Technical Support Specialist I;

Support refresh and migration project onsite and remotely. Refresh older and existing desktops and laptops.

Supported everyday trouble calls, minor networking issues, and calls more specific to Windows XP, 7 and 10 issues and questions.

Migrations from Windows XP, 7 and to Windows 7, 10 and Microsoft Office 2003, 2007, 2010 and 2013 to 2007, 2010, 2013 and 365

Conducted orientation and training to end users on new operating system and Microsoft Office Suite.

Communicate with Dell, HP and Lenovo tech via phone/email/online chat with any warranty questions and/or requests.

Lead upgrade project from Windows XP to Windows 7 and from Windows 7 to Windows 10

Helpdesk Support Technician for over 600 buildings and 7000 Client PC’s including Thin Clients and a VPN and Laptops that work through a VPN for home users. Maintains and helped trouble shoot, all network software & hardware issues, the intranet, and extranet, VPN.

Solved 95% of trouble calls on the first call.

Created, solved, closed, and edited trouble tickets.

Helped with Sys prep and Imaging thousands of laptops.

Used Active Directory to add/create, remove/move/delete, & edit: end user accounts, distribution lists, and assets, edit network entries, change user passwords, disable accounts, and add remarks on accounts.

Swapping out Cisco Routers and verbally assisted other techs with swapping out previously configured routers at Kohls store across the nation.

Assisted in pushing new configurations to routers.

Traveled and Supported 12 schools and scheduled on-site support for each school at least once on a bi-weekly basis checking computers, printers and some A\V including projectors, Smart boards, and TV’s assuring that it is working and functional at all times.

Managed tickets using Remedy, Altiris, ServiceDesk Express, TWOs, ServiceNow

Managed the inventory and asset tracking.

Managed computer user agreement forms, looked over, signed and made the accounts for all the new students.

MILITARY: USS RONALD REAGAN (CVN-76)- San Diego, CA 2004- 2008

Information Systems Technician 2nd Class (E-5) (Manager)

Administrator of a Local Area Network (LAN) comprising 2 domain controllers, 2 Exchange servers, 4 file servers, Monitored over 5,500 Accounts and Kept inventory and status report of over 3,000 unclassified and classified laptop & desktop.

Meticulously maintained Over 500 end-user accounts on two separate domains.

Provided 9/16-hour daily technical helpdesk support and resolved over 3,500 documented trouble calls.

Used an Access based trouble ticket system.

This Network consisted of Windows XP & Windows Vista, & & Microsoft Office 2000, 2003, & 2007.

Automated Data Processing Supervisor (Information Technology Work center Supervisor (Manager))

Supervised IT Work Center, personally occupying 3 positions.

Accounted for over $400,000 worth of information systems assets.

Composed upwards of 15 Standard Operating Procedures’ (SOPs) and routinely conducted workshop training.

Balanced $10,000 annual budget allocated to procure essential IT consumables and computer peripherals.

Reported 100% compliance with information assurance directives, end-user training requirements, and regional inventory tracking semi-annually.

Trained, supervised, evaluated and qualified 10 aspiring IT apprentices.

Information Systems Security Manager (ISSM)

Advisor to the Division Officer (Divo) on all matters of information security.

Enforced information security measures mandated by the Department of Defense (DoD.)

Examined and verified the integrity of classified systems as the command designated Protected Distribution System (PDS) Inspector.

Safeguarded sensitive and classified material on a regular basis.

Used Active Directory to add/create, remove/move/delete, & edit: end user accounts, distribution lists, and assets, edit network entries, change user passwords, Disable accounts, and add remarks on accounts.

Managed the inventory and asset tracking.

References available upon request

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