Desktop Support Active Directory

STEVE RITCHIE

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

McKinney, Texas 75071

Telephone 972-***-****

Email: *************@*****.***

HIGHLIGHTS OF QUALIFICATIONS

- A+ Certified Service Technician-

- STI Knowledge Certified Help Desk Professional-

Experienced computer troubleshooter and technical support specialist for Windows XP/7/8 and Windows 10, Server 2003/2008/ 2012 and Microsoft Office applications-

- Many years of experience with computer operating systems and Microsoft applications along with extensive system level repair and training responsibilities-

- Provider of professional desktop and telephone technical support-

- Committed to excellent service and customer satisfaction

PROFESSIONAL EXPERIENCE

10/17-02/18 Desktop Support Technician Various Contract Agencies

- IMAC of computers and peripherals in manufacturing and office environments-

- IT projects worked and completed as assigned-

- Telephony and AV equipment installed and configured-

` Computer OS refresh projects including all data retention and restore processes-

- Resolution of helpdesk escalated tickets for all computer issues-

- Service Now and Remedy ticketing systems used-

06/17-09/17 Desktop Support Technician Stefanini Inc

Short term contract to onboard summer interns-

Configured and installed desktop computers for a large banking institution-

Configured laptop computers for corporate users-

Installed and configured Citrix client on Dell and Lenovo thin client VDI devices-

Corporate cell phone configuration and deployment-

Cisco IP telephone installation-

Video conferencing configuration and support-

Responded to issues from telephone and Email requests-

Resolved all issues escalated from the help desk-

03/17-06/17 Desktop Support Technician Apex Systems Inc.

- Short term contract to build out a call center setting up computers, monitors etc.-

- Imaging and configuration of Dell desktops and laptops-

- Hardware installation and repair as needed-

- Managed IMAC activities on a daily basis-

- Office 2013, 0365, MS Lync, Skype, Cisco VPN, IE and Chrome troubleshooting-

- Various proprietary applications installed and xonfigured-

- Active Directory used for configuring users, joining computers and printers on the domain-

- Service Now ticketing system used-

10/16-2/17 Desktop Support Analyst Indotronix Corporation

Level II desktop support contract role with a major financial corporation-

Resolution of all computer issues escalated from the help desk-

IMAC as needed on a daily basis-

MS Office 0365, Outlook 2016 support-

SCCM imaging of new computers for deployment-

Skype for business use and support-

Remote computer support using Dameware, RDP and Microsoft Remote Desktop-

ITSM and Service Now ticketing systems utilized-

05/16 –09/16 Desktop Support Analyst Allegis Group Inc.

Short term contact with major hospital chain providing all computer desktop support-

ITSM (Service Now) ticketing system utilized-

Providing computer support for entire hospital staff of approximately 1200 people-

Laptop and desktop reimage to current standards-

Hardware repair to the system board level-

SCCM used for imaging, application deployment and remote control of computers-

07/15-04/16 Senior Desktop Support Analyst Dell Services

Break / Fix of many types of computer issues daily-

MS Office 2010, 2013 use and troubleshooting-

Active directory as well as many other administrative tools used-

Remote access of end user computers with RDP, Dameware, Bomgar and LogMein Rescue-

Desktop computer support for all issues escalated from the help desk-

Remedy ticketing system utilized-

Citrix HDX and Dell thin client machines installed and configured-

24x7 on call support for all executive computer support activities-

Senior computer support escalation for computer issues-

Citrix administration for thin client computers-

Blackberry, iPhone and Android mobile phone support-

Windows Deployment Services used for computer imaging-

Mainframe support and administration-

Windows server 2008 administration-

12/14 -6/15 Desktop Support Analyst Randstad

Responsible for all computer issues escalated from the help desk-

SCCM used for application installation-

Windows 7 and Windows 8 machine deployment-

HP Service Manager for ticket tracking-

Active Directory used daily for employee access to computer systems-

Sophos encryption administration-

Remedy used for asset tracking-

08/14-10/14 Desktop Support Analyst KandilIT Inc.

Desktop support for any issues escalated from the help desk-

Deployment of new and replacement machines for employees-

Microsoft Surface Pro configuration and deployment-

iPhone Email configuration-

Active directory administration-

Member of desktop support team servicing large corporate environment-

C- Level executive support provided-

Cisco VPN support for travelling employees-

IP telephone support-

09/13 - 07/14 Desktop Support Analyst Safeguard Properties

Troubleshooting and repair of computer equipment in large office environment-

Responsible for maintenance and repair of all office equipment, printers, fax machines etc.-

Go to Assist and TeamViewer used for remote troubleshooting of EU computers-

Windows 7 operating system administration-

Use and troubleshooting of Microsoft Office 2013-

Lenovo, Dell and HP hardware repair-

HP Thin Client administration and troubleshooting-

Citrix server administration-

Windows server 2008 administration-

Active directory administration for group policies and all other domain account activities-

Support for entire organization remote RSA VPN access-

On call 24x7 technical support responsibility-

10/12-08/13 Technical Production Analyst Medassets Inc.

Desktop support for all issues escalated from the helpdesk-

Troubleshooting using Dameware, RDP, SCCM, Microsoft System Center 2012, examination of log and event files of all types-

C level executive support responsibility-

Production support for servers running Windows server 2003/2008-

SCOM, WhatsUp Gold and Site 24x7 diagnostic tools-

VMWare vSphere, SQL Server Management Studio 2008 R2 used on a daily basis-

iPad, iPhone and Blackberry support-

Remedy and Salesforce event tracking systems-

07/12-09/12 Desktop Support Vdart Inc.

Desktop lead support role for all customer computer issues-

Windows Server 2003, 2008 administrative responsibilities-

Active directory used for user account maintenance-

Hardware repair for HP laptops an desktops-

Operating system and software support for Windows 7/XP/2000 and Office 2010-

Computer issue support by desktop visit, phone and Email-

Bomgar, Dameware and RDP use for remote support-

Use of Remedy ticketing system-

02/12-06/12 Systems Support Analyst AmerisourceBergen

System administration including employee on/off boarding responsibilities-

Responsible for desktop, telephone and Email service requests-

Troubleshooting and repair of all computer systems and office equipment-

Wyse terminal configuration and troubleshooting-

Executive employee computer support responsibilities-

Active Directory and Citrix administration and troubleshooting-

Juniper and Cisco VPN solutions-

McAfee ePolicy Orchestrator for virus protection, data encryption and inventory control-

Dameware and SCCM used for control of remote machines-

HP, Dell and Lenovo hardware repair-

ITSM and Remedy ticketing systems used-

12/11-02/12 Desktop Support SGA Inc.

Resolution of all issues escalated from the help desk-

Windows XP/7 system issue troubleshooting-

SCCM administration for software distribution, inventory control and remote access of client computers-

Troubleshooting log files for determining hardware/software issues-

Computer hardware repair of HP and Dell laptop and desktop machines-

MS Office 2007/2010 issue resolution responsibilities-

Microsoft Server 2003, 2008 maintenance responsibilities-

10/11-12/11 Support Analyst Technisource Inc.

Responsible for resolving system issues with Windows 7/XP/Vista-

Daily Active Directory and SCCM administration-

RSA Secure ID, Citrix, Symantec Live State Recovery administration-

Bomgar used for remote control-

Hardware troubleshooting of IBM, Dell, HP and Lenovo laptop and desktop equipment-

Use and troubleshooting of Office 2010-

1/11-8/11 Desktop Support SNI Inc.

Contract desktop support responsible for Windows 7 rollout initiative on customer computers-

Active Directory management and administration-

Desktop, telephone and Email support for Windows 7, XP system and software application issues-

Hardware support for Dell desktop and laptop computers-

7/10-10/10 Desktop Support Disys Inc.

Contract desktop support position for all software and hardware issues-

Diagnosis of Windows XP and Windows 7 operating system issues-

HP desktop and laptop computer hardware and software support on a daily basis-

McAfee ePolicy Orchestrator admin responsibilities-

MS Office 2010, Outlook 2010, Cisco VPN and Lotus Notes 8.5 troubleshooting responsibilities-

Computer imaging using Symantec Ghost 11-

Utilized Remedy call and incident tracking application-

Use of Dameware remote desktop tools in resolving offsite computer issues-

4/10-6/10 Application Support Enterprise Staffing Group

Active Directory, FTP, RDP and Regedit used for diagnosing issues-

In depth diagnosis of enterprise application suite issues for corporate customers-

Use of Windows 7, Vista, Server 2003, VMWare, Outlook 2007 and Office 2007 in daily activities-

7/06-3/10 PC Systems Support Specialist Bank of America / Countrywide Bank

Desktop hardware, software and server support-

Resolution of all types of hardware and software issues escalated from the helpdesk-

Research and resolution of Windows 7/XP/Vista/2000 and Server 2003 system issues, Microsoft Office 2003//2007, Outlook and Lotus Notes Email, Microsoft Office Communicator, several wireless solutions, VPN, Aspect, AS/400 and various proprietary applications-

Resolution of TCP/IP networking issues-

BlackBerry initialization and troubleshooting-

NetIQ Active Directory and Resource Administration-

Support for HP and Dell desktop and laptop computers-

Network and local printer issue resolution-

Use of Remedy, Tivoli/Maximo, SalesForce and Peregrine incident tracking systems-

Application support specialist and system administrator for Fair Isaac TCL loan servicing product-

Active Directory administration including user account creation/deletion, passwords, group policies and access levels-

Troubleshooting and analysis of system and application log files-

ODBC configuration and troubleshooting-

SCCM inventory management and software distribution-

SQL and Sharepoint administration duties-

Exclusive IT support for Countrywide Bank executive management team in nationwide headquarters of business unit-

Built, managed and maintained local servers housed in corporate office-

Provided 24/7 on call support for all system processes-

Resolution of application issues and training in use for end users-

Executive support for all Countrywide Bank management team-

Responsible for all IT needs and issues for a Countrywide home office and four regional offices-

A+ CERTIFIED SERVICE TECHNICIAN

Verification number BFEDTT1904

STI Knowledge Certified Help Desk Professional Certification 01/2004

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