Active Directory Customer Service

TECHNICAL SKILLS

Symantec Cloud End Point Protection Cisco Any-Connect VPN – Juniper Networks VPN

KeePass Password Safe Active Directory Administration WebEx Meeting Client MSO Suite 95-2013

MSO 2013 Cloud based Webmail accounts BMC-FootPrints

RELEVANT EXPERIENCE

American Institutes for Research (07/2017 – 11/2017)

Service Desk Technician

Providing technical support via phone, walkup, and email. (800 local DMV users) Domestic and international End Users.

Supported MSO 7, 8, 10, 13, and O-365 Cloud-Web Application. Install, Troubleshoot, and Repair.

Conducted Desktop imaging with specific MSO office packages on Dell, Lenovo, HP, Surface Pro devices.

Administered and Managed Windows Outlook for MSO 7, 8, 10, and O-365 Cloud-Web Application.

Conducted New Hire Orientation for Windows Office Exchange Outlook usage and O-365 Cloud-Web Application.

Provided full support of Microsoft Office Suites for Windows 7, 8, and to include Lync.

Cisco Any-Connect VPN Support. ISP and Network setting support, with remote assistance.

Administered SCCM for Active Directory User Accounts, Remote Assistance, Software Delivery and updates.

Cisco CUCM and install and troubleshooting of Cisco IP Communicator/Softphone.

GoToMeeting account support, installation, and specified access/additions.

DUO Secure Remote Access application account management, installation, PING, new device activations.

Managing user account matters through Manage Engine AD Manager Plus (Unlock, Password Reset, and Password Refresh).

Virtustream/EMC Cloud Technologies (09/2015 – 03/2017)

NOC Escalation Monitor-Analyst

Monitoring Outage Escalation Incidents and ticketing with Opsmart, Nimsoft, and Exchange Email Requests.

Ensure all outages are properly annotated with RCA. Bridge Conferencing TAM’s, Engineers, and Technicians as needed.

Provided support for ‘ xStream’ Cloud computing platform via telephone, email, and ticketing and monitoring systems.

Monitor the status of the xStream cloud computing platform using operations monitoring tools and procedures.

Provide hands on assistance in configuring and troubleshooting data centre equipment as needed.

AFSC - Armed Forces Services Corp (2/2014 – 09/2015)

Jr. Systems Administrator

Supported roughly 600 (Local DMV users) Windows devices to include IMacs, surface tablets, iPads, and MAC air books.

Administered SCCM for Active Directory User Accounts, Software Delivery and updates and patches,

Supported MSO 7, 8, 10 and O-365 Cloud-Web Application. Install, Troubleshoot, and Repair.

Conducted Desktop imaging with specific MSO office packages on Dell, Lenovo, HP, Surface Pro devices.

Administered and Managed Windows Outlook for MSO 7, 8, 10 and O-365 Cloud-Web Application.

Provided full support of Microsoft Office Suites for Windows 7, 8, and 10.

Conducted New Hire Orientation for Windows Office Exchange Outlook usage and O-365 Cloud-Web Application.

Supporting VPN software install and application troubleshooting over Juniper Networks and Cisco VPN client.

Supporting and troubleshooting Wireless Access points, Verizon Jetpacks and Air Cards

WebEx Meeting Client Meet assignment (up to 500 users per meeting).

COA – City Of Alexandria (8/2013 – 1/2014)

Technical Support Engineer III

Managed Active Directory staff accounts and device management. (1200 Alexandria users) Emergency Services-Law Enforcement, and Staff.

Provided Technical support and delivery of laptop/desktop units for Windows 7 deployment.

Provided full support of Microsoft Office Suites for Windows XP and Windows 7.

Administered SCCM for Active Directory User Accounts, Software Delivery Push and updates.

Supporting the full Microsoft suite, to include, Lync and Outlook Mail 2010 matter during and after migration

Provided technical support for staff members VPN, Verizon Access Manager, High-speed remote connections.

Provided Desktop support, to include device repairs, external hard drives, and printer share (network/local).

Provided iPhone/Droid/iPad replacement, support, setup, and configurations for City of Alexandria/City Hall Staff.

FRB - Federal Reserve Board of Governors (9/2011 – 6/2013)

Technical Support

Assisted with Active Directory staff account and device management. (500 Local Washington DC End Users)

Supported MSO XP, 7, 8, and O-365 Cloud-Web Application. Install, Troubleshoot, and Repair.

Conducted Desktop imaging with specific MSO office packages on Dell, Lenovo, HP, Surface Pro devices.

Administered and Managed Windows Outlook for MSO XP 7, 8, and O-365 Cloud-Web Application.

Conducted New Hire Orientation for Windows Office Exchange Outlook usage and O-365 Cloud-Web Application.

Provided Blackberry replacement, support, setup, and configurations for Federal Reserve Staff.

Provided technical support for staff members VPN, CiscoAnyConnect, High-speed remote connections.

Provided troubleshooting and technical assistance with all SecureDoc Token matters.

Provided Desktop support, to include device repairs, external hard drives, and printer share (network/local).

IMF/IFC - The World Bank Group (9/2008 – 12/2010)

Sr. Laptop-Desktop Technician

Configured/install Laptops, PC’s, and Network-Local printers. (1200 Local End Users).

Active Directory account setup with user profile management, PC and Laptop adds to Active Directory domains.

Provide IT support and analysis, i.e. informal training on hardware/software in response to clients request.

Provide support for Microsoft Office 2007 (Word, PowerPoint, and Excel), Lotus Notes Mail.

Ticketing and tracking functions performed with Remedy.

Freddie Mac (10/2007 – 07/2008)

Desktop Support-HW-SW Migration

Installation of all hardware to include; laptops, flat screen monitors and printers.

Data transfer, backup, and restoration of client data with current corporate image HDD using Norton Ghost 8.0.

Conducted Laptop repair to include; system board replacement, modems, PCI/NIC, HDD, keyboards, etc.

Assignment and mapping of specified share/network drives requiring additional permissions.

Conduct replacement and removal of refreshed hardware devices on schedule listings.

Full assist with MS Office suite, Lotus Notes Mail, Webmail login, and user account domain login matters.

Ticketing and tracking functions performed with Remedy. Providing professional customer service to all clients.

Unisys Corporation

Network Operation Center Analyst (3/2006 – 4/2007)

Management and monitoring of level 2 &3 servers and switches for multiple WAN and LAN networks.

Troubleshoot network performance matters and provide 24hr monitoring or specified server platforms, monitor errors and alerts and document as required.

Utilizing server applications: Open View, EM7, SMARTS Server, and Port Monitoring tools.

Nightly data compiled and distributed via email. Ticket and tracking data all entered in Remedy system.

VERITAS consolidated backup and restore operations with shift turnover reports.

Intellidyne (Tri-Care MHS)

Enterprise Help Desk II (10/2005-3/2006)

Support provided with Active Directory and account management and user domain-password word matters.

Provide VPN and Network Dial-Up assistance to include connectivity or account activations.

Provide support for PKI and CAC Card assistance with Litronic 5.5.7 (Digital Signatures, Public & Private Keys).

Outlook Exchange KVS Vault account management of archived files or storage.

SMS remote utilized for client PC optimization and software installs, updates, or security patches.

World Bank Group (IFC)

Desktop Support Coach –ED4 Rollout (1/2005– 8/2005)

Monitor and managed rollout technicians with the deployment of Hardware and software for ED4 migration.

Assistance provided with Lotus Notes archive, Data, and User ID Files in error during migration process.

Assisted and monitored client data backups and re-image process.

Conducted desk side orientations for Lotus usage and Microsoft Office Suite.

Installation of internal web Based applications and network servers.

Ticket and tracking performed using Remedy.

Liaison to the corporate client for management, the migration team, and as assurance of a seamless and professional client migration with the best customer service provided.

US Customs and Border Protection

Technical Operator (File Reproduction) (7/2004-12/2004)

Conducting secure tracking and scanning of corporate files via Lotus Notes archived or restored encrypted files.

Active Directory account setup with user profile management, PC and Laptop adds to Active Directory domains

Transfer of Archived files for decryption and backup or specialized client access.

Assisted with custom imaged platforms and HHD encryption with RSA Tokens (Biometrics-Card keys)

Provided technical assistance to various clients (agencies/organizations) monitored by US Customs.

Provided assistance local and network printers, memory upgrades and hard drive optimizations.

MCI - UUNET

DSL Tech Support (Enterprise HD II) (1/2003-6/2004)

Provided assistance to residential clients’ wireless routers and firewall configurations found in error.

Support provided to client Outlook Exchange 2003 account profile settings.

Creation and maintenance of Active Directory accounts migrated from XP accounts.

Assisting with the providing of mapping and sharing of secured network drives based on user privilege.

Support provided for all VPN and Dial-up Remote access matters.

Remote Service provided via On Command Remote and Windows Net Meeting.

Ticketing and tracking performed using Remedy, Phoenix, or Mantis depending on department.

Fannie Mae

Help Desk Support II (08/2001-12/2002)

Assisted with Active Directory staff account and device management

Provide phone support for technical matters related to Laptop, Desktop, modems, NIC cards, and network printers.

Provided support via Remote access for VPN- net end users (ERS Dial-UP, AT & T VPN, and ACE clients).

Provided administrative support for Outlook POP3 and LDAP Exchange server accounts matters.

Assistance provided for Microsoft Office Suite. Assistance also provided for Novell Account matters.

COVAD Communications

IDSL Network Specialist (9/1998-07/2001)

Assisted Field technicians and collocation engineers with circuit activation, cable line errors, DSLAM cards continuity, and Red Backs in central office proper or complete continuity.

Utilized Sun-Bert Test capabilities, Diamond view to ensure continuity on DSL electronic Loops.

Supported WAN and LAN DSL Clients.

Provided professional customer service to the corporate and residential clients.

Contact this candidate