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Support Active Directory

Miami, Florida, United States
March 12, 2018

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** ** ** **

MIAMI, FL *****


Patrick Jean-Louis


**/****–Present CompuCom/FPL/RCCL Miami, FL

Desktop Support Technician


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



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DishNetwork equipment troubleshooting: Signal loss, out of date software, customer education, receiver updating, configuring, and testing.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


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


oMS Office (Word, Excel, Outlook Express), Internet Explorer, Google Chrome, Safari, Adobe (Acrobat Pro/Reader/)


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.


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


Lenovo RAService, Lenovo RXWTech, Dell Warranty, CompTIA A+, MCP

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