Support Active Directory
Resume:
MIAMI, FL *****
*******@*****.***
Patrick Jean-Louis
Experience
**/****–Present CompuCom/FPL/RCCL Miami, FL
Desktop Support Technician
Break/Fix
Software upgrades
PC diagnostics and troubleshooting
Hardware repair
MAC OS X Support
Apple Support
IPad, tablets, and netbook support
Track tickets via Remedy/ ClearVision/Service Now
Provide remote support for users
Provided support for sales conferences in different states
Provided user education and training
Active Directory
Bitlocker encryption
Video Conference support
Dell/IBM Warranty
Remedy
Airwatch
Lotus Notes
09/2013–05/2014 HP Plantation, FL
Desktop Support Tech/ Windows Migration
Assist end users with Desk Side Support.
Communicate clearly with end users regarding their request
Install Hardware/Software as requested
Work tickets as assigned for either Break/Fix
Update tools appropriately to track productivity and assets
Attend meetings and training to ensure aligned with processes
Provide remote support to users (via approved tool) as requested
Assist/participate in projects as requested
Provide hands/eyes for other HP leveraged teams (ie, server, network)
04/2007–02/2012 Accelerated Broadband Fort Lauderdale, FL
Tier 2 Technician/Junior Administrator
Provided support for over 10,000 subscribers; Handled over 75 calls daily
Utilized HyperBand for tracking and ticketing
Assist in the configure, upgrade, deployment of commercial routers, switches, and hubs.
Cisco, 3COM, C9 and DSLAM.
Follow up on escalated tickets and callbacks for troubleshooting
Provided full hardware support, part replacement, and new user account setup
DishNetwork equipment troubleshooting: Signal loss, out of date software, customer education, receiver updating, configuring, and testing.
Installing and making RJ45 cables, coaxial cables, RJ11 cables
Home runs
Network build outs
Network Support
oEthernet, T1 LAN, Cable modem, DSL/ADSL, Wireless B, Wireless G, home and office environments, dial-up networking, TCP/IP, SNMP Network Management, SolarWinds
Account Administration
oMicrosoft Active Directory; MS Configuration
Remote Assistance
oSMS; VNC; Remote Desktop Connection; TeamViewer
Operating Systems
oWindows 95/98/2000/ME/XP/Windows 7
Hardware
oAll model laptops, desktops, HP printers; Gestetner Printers; (both home and office, PC and laptop peripherals, RAM memory cards, CD/DVD drives)
Web Browsers
oInternet Explorer, Mozilla Firefox, Google Chrome, Safari
Software
oMS Office (Word, Excel, Outlook Express), Internet Explorer, Google Chrome, Safari, Adobe (Acrobat Pro/Reader/)
Spyware/Virus
oSymantec/Norton Antivirus, McAfee, Spybot, Lavasoft AdAware, HackThis, TrendMicros, Combo Fixer, Stinger, manual quarantine and deletion
oMoved equipment and helped coordinate setup of all workstations into new corporate office
09/2006–03/2007 Atlantic Broadband Miami Beach, FL
High Speed Data Technician
Provided level I support for over 20,000 subscribers; Handled over 100 calls daily
Access putty commands to troubleshoot modems
Provides basic pc and router support
Access CVOSS/Net2Phone servers for phone support
Assisted techs on implementing correct DNS, IP Address, DHCP settings.
Education
01/2002–12/2004 Miami Dade College Miami, FL
A.A., Computer Information System Technology
08/2007 11/2007 Tec Pros Group Miami, FL
Microsoft Certified Systems Administrator
Microsoft Certified Professional
02/2012--04/2012 South Florida Academy Fort Lauderdale, FL
Cisco Certified Network Administrator
Certifications
Lenovo RAService, Lenovo RXWTech, Dell Warranty, CompTIA A+, MCP
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