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Customer Service Active Directory

Ontario, California, United States
February 11, 2018

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*** **** ********* **. #**, Ontario, CA 91761 Mobile: 909-***-**** Email:


Highly motivated IT professional with 15+ years of diversified experience, spanning in technical support and helpdesk operations. Proven ability to communicate and collaborate with other business groups, and explain technical information in an easily understandable manner. Demonstrated commitment to superior customer service through positive attitude and teamwork. Resourceful, creative thinker, able to multi-task and prioritize deadlines.

Key Strengths: Vast technical knowledge, problem-solving, Customer Service-oriented, quality-focused, exceptional phone etiquette


Extensive knowledge of Windows Server 2003/2008/2012 and Windows OS XP/7/10

Active Directory Administration

Microsoft Office, Outlook and Exchange

Powershell and Visual Basic Scripting (VBScript)

Knowledge of Hyper-V Virutalization technologies

Networking - Print Servers, Routers, WiFi Access Points, Patch Panels, IDF/MDF, Switches

Printers – Ricoh, HP, Dell, Xerox, Zebra Label Printers

VoIP and Mobile Phone support such as Android and Blackberry

Remote Desktop Support

Professional Experience:

Desktop Support Technician Performance 06/2011 – 10/2017

Performance Team LLC, El Segundo, CA

Served as the primary desktop technician for six Inland Empire warehouse locations

Implemented Powershell and VB scripting to automate system admin task and various desktop support functions

Created images for desktop and laptop machines used for mass deployment and replacement

Supported daily operation of Windows network composed of Windows Server editions 2003/2008/2012 and Windows PCs varying from XP/7/10 with adherence to SLA standard

Application support for Microsoft Office, Outlook E-Mail, and other business applications

Supported AS400 dumb terminals

Supported the WiFi network, RF scanners, printers, and multi-function scanners

Telecommunications support - Performed adds, moves, and changes on VoIP system; configured patch panel to IDF/MDF connections for office network connectivity

Overseen building startups

oCoordinated power, network installation, and troubleshooting for network infrastructure. This included working with network team to test, configure, and tune wired and wireless network.

oInstalled and configured user workstations, printers and ensured connectivity to Active Directory

oActive Directory Administration

Desktop Technician 03/2011 – 06/2011

Ennabe Property Management, Los Angeles, CA

Desktop support of all Windows based business applications including Microsoft Office, virus remediation, and break/fix of user machines and printers

Provided remote support for external users with RDP and pcAnywhere

Active Directroy administration including User accounts and Group Policy

Desktop Technician 04/2008 – 01/2010

Housing Authority City of Los Angeles, Los Angeles, CA

Key team member for mass migration rollout of Windows XP to Windows 7

Key team member for the Novell to Windows Active Directory migration

Key team member for migrating Enterprise E-Mail from Novell Groupwise to Microsoft Exchange Server

Provided 2nd level support onsite and remote Troubleshoot desktops, laptops, printers, and switches. Supported Active Directory 2003 and Exchange 2003.

Asset management: Responsible for adding items in inventory control application, updating equipment moves or decommissions, reassigning assets to users. Also responsible for generating inventory reports in WASP

L3 Senior Technician 09/2007 – 01/2008

Kaiser Permanente

Performed workstation and user account administration on Active Directory network enterprise of over 240,000 workstations/accounts

Provided Level 3 senior technical and problem-solving support to all users in assigned facilities

Areas of support included desktop hardware and operating environments, printers, network operating systems and end-user software applications

Team member handling large scale application deployments, patch management and updates.

Helpdesk Technician 03/2007 – 08/2007

City of Riverside, Riverside, CA

Served as a communication bridge between end-users and Information System department

Responded to user inquiries regarding on line systems and personal computer related issues

Key team member for the Novell to Windows Active Directory migration

Key team member for migrating Enterprise E-Mail from Novell Groupwise to Microsoft Exchange Server

Configured desktops and laptops with Microsoft SMS Server

Technical Support Representative 06/2003 – 02/2007


Mentored and trained new technicians

Trained employees on new technologies being implemented

Provided support for hardware, software, telecommunications and standard customer service related issues

Provided software training to customers and sales representatives

Installed and configured RF connectivity on customer computers and routers

Interfaced directly with programmers to resolve program bugs, as well as research application enhancements


MCSA 2000, MCDST, MCP XP, A+, Net+, Server+


Platt College Ontario, CA - Associates of Science in Information Technology Networking

Graduated November 2000 with 3.93 GPA

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