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Active Directory Customer Service

Nashville, Tennessee, United States
February 24, 2018

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John D. Havener

**** ******** ****** **, *** ***, Nashville Tn 37214

Mobile: 615-***-****


I am a dedicated and highly motivated professional with over twenty years of experience in the information technologies field. I have developed my talents for identifying customer needs and presenting appropriate company product and service offerings and continually demonstrate the ability to gain customer trust and provide exceptional support.

Professional Experience

Sr. Help Desk Analyst, OptumRx

2012 – 2017

Administer, and troubleshoots companywide computers remotely using RDP and Bombgar enterprise replace or reimage tablets/laptops as needed.

Administer Microsoft Active Directory account management and general daily duties.

Administer BlackBerry’s using BlackBerry Enterprise Management Server in conjunction with AD and a Verizon account.

Administer iPads using the zenprise server, with connectivity. Configure and administer zenprise Server As well as airwatch.

Administer EMR Systems - (Nextgen, Roadnotes, CareOne, and Inspirimed)

Maintain and troubleshoot all network related and end user related issues.

Actively manage helpdesk calls and tickets (tier II & III) for the environment.(Servicenow).

Strong call-center environment background & Interpersonal relation support

Advanced Troubleshooting skills in a multi-user high pressure environment

Order Equipment from approved vendors and manage those accounts.

On-call rotation, with remote access from home.

Manage and Coordinate Project teams as need be.

Prepare detailed reports for project management meetings and sit on management calls.

Prepare all asset tagging, and manage asset database and asset liquidation

Documentation creation for training and processes.

Helpdesk, Gaylord Entertainment

2012 – 2012

Provide support for all Gaylord properties internal and hotel guests

For internal users support for all office suites 2003-2010, Daylight, Reserve Anywhere, Ticketmaster,

Lms Password resets and printer issues (AS/400), Call Pilot, Audience view, McAfee endpoint encryption, Oracle password resets, RSA vpn tokens and resets

Resolve any Wireless or connectivity issues for internal users or Guests.

Helpdesk/Mobile support, Lifewatch


Provided mobile device support/maintenance for Windows Mobile Phone’s, Blackberries and Apple iPhone’s for over 625 end users.

Setup and maintenance of Blackberry Enterprise Server (BES) server.

Responsible for the creation of production Cabinet (CAB) files which are used in order to install multiple programs onto Windows Mobile devices.

Provide support for Ambulatory Cardiac Telemetry (ACT) phone services and cab functions on all phone types. This included the development and support of devices being monitored on Apple iPads and support for any arising issues.

Monitor all incoming helpdesk tickets within TrackIT and assign them to proper IT staff members using appropriate resources allocation judgments.

Demo and test all new phone models on all carriers (including Sprint, Verizon and AT&T) for future act and sales devices.

Provided level 1 and 2 support for 625+ end users.

Microsoft Active Directory management. Responsibilities included: account creation, deactivation, deletion, group memberships and share permissions.

Documentation creation for training and processes.

Responsible for review and management of phone bills for multiple carriers with a dollar value of over 100k per month.

Managed the Ambulatory Cardiac Telemetry (ACT) helpdesk which consisted of over 15 technicians. This included training, resource allocation and trending issues appropriately and providing feedback to the development team for future enhancements.

Trouble Ticket Management, Charter Communications


Provided product customer support and problem resolution for company products.

Received incoming calls, and resolved any customer or technical issues with Voip.

Configuration of telephone services through the use of Nortel and CedarPoint switches.

Set up trouble tickets to dispatch repair crews.

Level IV Customer Service Representative, ACS

2003 - 2004

Responsible for various customer software support and functions.

Promoted hardware and software sales.

One of the top 5 salespersons on a regular basis.

Trained staff and customers in computer-system setup and operations on Brother MFC’s and Printers.

Professional Certifications

Flextronics Design Diagnostic and Testing Software

A+ certified (verification#d5fdtt0565)

Certified IBM mobile products specialist

Education And Training

State Tech (Southwest Community College) Memphis, Tennessee

Courses included business math, computer science, communications, and human relations.

References available upon request

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