Active Directory Desktop Support

JAMES L. BURGESS

**** ******* *** ***. **

Bronx, NY 10467

Cell: 267-***-****

E-mail: ***********@*****.***

Experience:

**/**** – Present LIINC/Unidata/Prudential Newark, NJ

Senior IT Support Technician Level II

• Performed desktop support duties by troubleshooting various computer related issues.

• Imaged desktops, laptops, & terminals

• Managed service request tickets through Service Now ticketing system

• Maintained an above 90% Service Level Agreement (SLA) rating

• Used Bomgar and Remote Desktop to troubleshoot remote issues and install software

• Installed newly configured computers, printers and peripherals

• Troubleshoot connectivity issues of wireless devices such as Android phones and laptops

• Performed desktop support duties by troubleshooting various computer related issues.

• Light troubleshooting of issues for Mac users

• Used Active Directory to create or unlock user accounts and to unlock and reset user passwords

10/2016 – 04/2017 Jefferson University Hospital Philadelphia, PA

EPIC Migration Technician

• Imaged desktops, laptops, terminals and printers.

• Used Altiris to push require applications to PCs

• Installed newly configured computers, printers and peripherals

• Managed service request tickets through Service Now ticketing system

• Ensured EPIC's Citrix based applications were properly working

• Troubleshoot issues with Citrix based applications

• Performed wire maintenance at locations where machines were deployed.

• Used Active Directory to create or unlock user accounts and to unlock and reset user passwords

02/2015 – 10/2016 IBM/ PHH Mortgage Mount Laurel, NJ

Senior IT Support Technician Level II

• Performed desktop support duties by troubleshooting various computer related issues.

• Used Bomgar and Remote Desktop to troubleshoot remote issues and install software.

• Troubleshoot connectivity issues of wireless devices such as Android phones and laptops

• Ensured Citrix based applications were properly working

• Ensured EPIC's Citrix based applications were properly working

• Performed basic troubleshooting and repair of printers.

• Managed tickets through Service Now and CA Service Desk ticketing systems.

• Maintained an above 90% Service Level Agreement (SLA) rating.

• Installed and tested hardware and software including data migration.

• Used Active Directory to create or unlock user accounts and to unlock and reset user passwords

• Performed Windows XP to Windows 7 deployments

09/2009 – 02/2015 CONTRACTOR

Senior IT Support Technician Level II

• Performed desktop support duties by troubleshooting various computer related issues.

• Used Bomgar and Remote Desktop to troubleshoot remote issues and install software.

• Performed basic troubleshooting and repair of printers.

• Managed tickets through Service Now and CA Service Desk ticketing systems..

• Created and deployed images using Symantec Ghost & Altiris, SCCM 2007 and 2012 and USMT.

• Maintained an above 90% Service Level Agreement (SLA) rating.

• Installed and tested hardware and software including data migration.

• Performed Windows XP to Windows 7 deployments for Amtrak, AECOM HoneyWell, WellsFargo, Lehigh Valley Academy, Morgan Stanley Smith Barney, and others.

• Light troubleshooting of issues for Mac users

• Setup conference and video calls and troubleshoot issues with Polycom systems

• Installed and configured Windows based software applications for various clients.

• Created and deployed images using Symantec Ghost & Altiris, SCCM 2007 and 2012 and USMT.

• Setup and troubleshoot issues with SmartBoards.

• Performed post migration support and troubleshooting for end users.

• Performed Lead Technician duties for the migration team on some projects.

4/08 - 9/09 Verizon Freehold, NJ

Verizon Fiber Support Analyst

• Performed telephone tech support for Verizon's Fiber Optic System (FiOS).

• Trouble shooting customer problems with telephone, internet and video services using various proprietary troubleshooting systems.

• Escalated and created trouble tickets to proper departments for resolution.

2/07 - 4/08 Verizon Jersey City, NJ

Installation and Repair Technician

• Installed and repaired various Verizon products and services including telephone, DSL and FiOS (Fiber Optic) using various meters (i.e. Digital Volt Meter, and ADSL meter)

• Handled and repaired Cat5, Coaxial, and telephone cabling at customer premises.

11/05- 12/08 Patriot Technologies, New York, NY

Temporary Contractor

• Installed and tested hardware and software including data migration.

• Provided floor support after deployment plans were implemented.

• Installed and configured Windows based software applications for various clients.

11/02- 03/06 Transportation Security Administration, Newark, NJ

Airport Passenger and Baggage Screener

• Screened airport passengers and their luggage for dangerous and hazardous items

• Lead a team of 8 screeners

• Used X-ray machine to detect dangerous objects

• Used Explosive Detection Devices to check for explosive material

1982-1986 United States Navy

Electrician’s Mate

• Performed preventive and general maintenance on shipboard electrical equipment.

• Performed general sentry duties.

Skills: A+ Certified, Proficient in Windows 7, Various versions of MS Office, Active Directory and Windows Server 2008 & 2012

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