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Active Directory Technical Support

Location:
Batavia, NY, 14020
Salary:
40,000+
Posted:
March 05, 2018

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Resume:

Michelle Yun

**** ******* ****** **. *******, NY 14020

585-***-**** ac4piq@r.postjobfree.com

Career Goal

A talented Technical Support Representative: Help Desk Agent Level 2 is seeking a position as a

to utilize extensive knowledge of hardware, software and computer networks.

Education

Bachelor of Information Technology- Networks 2013

American InterContinental University Schaumburg, IL

GPA: 3.97/4.0 Suma Cum Laude Honors Recognition

Special Project: Created a Capstone Project on integrating a department into the newly designed network from build out of routers, switches, servers, Ethernet cabling, all peripheral equipment and using all concepts for the LAN infrastructure for a manufacturing company.

Associate of Arts in Business Administration- Information Systems 2011

American InterContinental University Schaumburg, IL

GPA: 3.92/4.0 Honors Recognition

Academic Training/ Coursework

Network Infrastructure

Relational Database Management Systems

Computer Networks

Data Structure and Implementation

IT Project and Team Management

Data Modeling and Design

Advanced Switching and Routing Principles/Practices

Advanced Network Administration

Implementing and Managing Networks

Computer Applications

Relational Database Concepts

Introduction to Operating System Interfaces

Certifications & Professional Development

Train the Trainer Certified; 2011

Technical Competencies

Programs MS Office 2007, MS office 2010, MS office 0365, MS Office Publisher, MS Visual Studio2010, MS Visio 2010,

Remedy Ticketing System, LMI, HPSM, Bold Chat, SDM

Servers LAN, Network Architecture

Protocols IP

Databases MS Access, Active Directory

Operating System Microsoft Windows XP,7, 8, 10

Professional Experience

Technical Support: Service Desk Agent Level 2 2017-Present

V.A Medical Center (Contractor) Batavia NY

Currently works the Veterans Health Administration from March 2017 – Present. This includes employees and contractors

Uses Active Directory to reset passwords and unlock accounts

Use’s Lync 2010 and Skype for Business 2016 to remote into user’s computer to troubleshoot issues with programs and latency.

Troubleshoot VPN issues with Windows PC’s and MAC’s

Troubleshoot network connectivity issues

Troubleshoot local and network printer issues

Support email accounts with Microsoft Exchange in MS outlook 2010 and Office 0365

Used company Knowledge database to resolve issues and escalate tickets to specific resolver groups

Uses Service Desk Manager to log user’s issues into the system. This would include writing up a detailed description of the issue the user is having and any troubleshooting steps that were taken. It also includes escalating any ticket to the next level if needed.

Average 40-50 First Call Fixes a Day – This includes Emails

Technical Support Representative: Help Desk Agent Level 1 2014 – 2017

Unisys Rochester, NY

Worked (AARP) account from April 2014 – February 2015 this includes volunteers – corporate employees and contractors (Had Domain Credentials)

Uses Active Directory to reset passwords, add computers to the database for the software to be pushed to the user’s computer, unlock accounts and update account information.

Use’s LogMeIN Rescue to remote into user’s computer to troubleshoot issues with programs and any latency Issue.

Troubleshoot VPN issues with Windows PC’s and MAC’s

Troubleshoot network connectivity issues

Troubleshoot local and network printer issues

Communicate with other resolvers and level 2 on issues that couldn’t be solved at level 1

Troubleshoot issues with Microsoft Windows.

Support email accounts with Microsoft Exchange in Outlook 2007

Used company Knowledge database to resolve issues and escalate tickets to specific resolver groups

Used Remedy to log user’s issues into the system. This would include writing up a detailed description of the issue the user is having and any troubleshooting steps that were taken. It also includes escalating any ticket to the next level if needed.

Uses Bold Chat to chat with the users about their issues and troubleshooting any issues as needed.

Used company Knowledge database to resolve issues

Average 30-40 Calls and chats per day. This would include any Bold Chat prompts and Phone Calls throughout the Day.

Worked (Capital one) account from March 2015 – August 2015 This includes Corporate employees and Contractors (Had Local Admin Rights)

Uses Active Directory to reset passwords and unlock accounts.

Troubleshoot network connectivity issues

Troubleshoot local and network printer issues

Troubleshoot VPN issues with Window PC’s and MAC’s

Communicate with other resolvers and level 2 on issues that couldn’t be solved at level 1

Troubleshoot issues with Microsoft Windows.

Support email accounts with Microsoft Exchange in Outlook 2007 and outlook 2010

Used company Knowledge database to resolve issues and escalate tickets to specific resolver groups

Used LogMeIn and Remote Desk Top to remote into user’s computer to troubleshoot issues with programs and any latency issues.

Troubleshoot VPN issues with Window PC’s and MAC’s

Used HPSM to log user’s issues into the system. This would include writing up a detailed description of the issue the user is having and any troubleshooting steps that were taken. It also includes escalating any ticket to the next level if needed

Average 30-50 Calls a Day. These were by phone only

Worked the (American Red Cross) account from August 2016 – January 2017 This includes Corporate employees, Contractors and Volunteers. (Worked the M&T Account at the same time)

Uses Active Directory to reset passwords, and unlock accounts

Use’s LogMeIN Rescue to remote into user’s computer to troubleshoot issues with programs and any latency Issue.

Troubleshoot network connectivity issues

Troubleshoot local and network printer issues

Troubleshoot VPN issues with Window PC’s and MAC’s

Communicate with other resolvers and level 2 on issues that couldn’t be solved at level 1

Troubleshoot issues with Microsoft Windows.

Support email accounts with Microsoft Exchange in Outlook 2010

Used company Knowledge database to resolve issues and escalate tickets to specific resolver groups

Used Remedy to log user’s issues into the system. This would include writing up a detailed description of the issue the user is having and any troubleshooting steps that were taken. It also includes escalating any ticket to the next level if needed.

Uses Bold Chat to chat with the users about their issues and troubleshooting any issues as needed.

Average 15 - 30 chats a Day.

Worked the (M&T Account) from September 2015 – March 2017. This includes Corporate employees and Contractors (Worked on American Red Cross account at the same time)

Uses Active Directory to reset passwords and unlock accounts.

Use’s LogMeIN Rescue to remote into user’s home computer to troubleshoot issues with programs and any latency Issue.

Used SCCM or Remote Desk Top to remote into user’s Corporate computer to troubleshoot issues with programs and any latency issues.

Troubleshoot VPN issues with Windows PC’s and MAC’s

Troubleshoot network connectivity issues

Troubleshoot local and network printer issues

Communicate with other resolvers and level 2 on issues that couldn’t be solved at level 1

Troubleshoot issues with Microsoft Windows.

Support email accounts with Microsoft Exchange in outlook 2010

Used company Knowledge database to resolve issues and escalate tickets to specific resolver groups

Used HPSM to log user’s issues into the system. This would include writing up a detailed description of the issue the user is having and any troubleshooting steps that were taken. It also includes escalating any ticket to the next level if needed.

Uses Bold Chat to chat with the users about their issues and troubleshooting any issues as needed.

Average 50- 80 Calls – Chats and the Self Service Portal tickets a Day. This would include any Bold Chat prompts – Tickets in the Employee Self Service and Phone Calls throughout the Day.



Contact this candidate