Active Directory Help Desk

ERIC S. SMART

Lithonia, GA ***** 404-***-**** *********@*****.***

SUMMARY OF QUALIFICATIONS

IT Professional with over ten years of professional service experience within the areas of IT Operations, Data Management and Technical Support. Strong work ethics and exceptional communication skills; Extremely motivated and committed to ensuring exceptional service; Offering proven leadership abilities, demonstrating problem-solving skills, and attention to detail; Possessing outstanding organizational skills, while continuously seeking to better develop practical strategies of improvement.

RELATIVE COMPUTER EXPERIENCE/KNOWLEDGE

Microsoft Excel Window 7/8 Java VM Ware

Microsoft Access Windows Server 2010 Basic SQL Microsoft Office Products

Stata SAS SPSS

PROFESSIONAL CERTIFICATIONS

Cisco Certified Network Associate (CCNA) Currently Studying

PROFESSIONAL EXPERIENCE

Georgia State Government 06/2014 - Present

Operations Analyst II/Application Support Supervisor

Maintains production Data Center health

Maintains, analyzes, troubleshoots, and repairs server and networking systems, hardware and computer peripherals

Deploy and maintains workstations and laptops including installing operating systems and applications

Respond to IT work orders requested via intranet, email or in-person requests for assistance and evaluates/prioritizes work and ensures end-user resolution

Log and tracks calls using IT tracking database, and maintains records and related problem documentation

Make departmental recommendations regarding technical relative support and effective workflow techniques

Create and maintain databases

Collect, compile, and analyze programmatic and operational data

Run standard and ad hoc queries

Evaluates data from forms, records, and/or reports and code information

Generate and publish summaries, reports, and trend analyses

Evaluates data for quality and completeness

Design reports, slide shows, and tables using standard office software

Update user systems as needed

Provide ad hoc training and continuous support

Monitor and ensure effective workflow process

Demonstrate reliability and attention to detail while participating in Data Center audit projects

Participate in the interview and selection of interested candidates

Computer Generated Solutions 05/2012–01/2014

Technical Support/Help Desk

Administering, configuring, and managing windows server/active directory services and hardware products

Maintaining the configuration of network equipment and services

Installing and maintaining networks, hardware, and software

Recognize, research, isolate, configure, and resolve informational system technical issues

Desktop troubleshooting/PC Help Desk

Update and maintain an accurate client database

Demonstrate quality communication skills and exhibit a high level of professionalism

Maintain up-to-date knowledge of supported hardware/software products and client entitlement options

Exhibit a high level of technical windows products comprehension

Vernelle Compton Management, LLC 11/2013 – 02/2014

Help Desk Analyst (Intern)

Support and maintain Active Directory and Microsoft Exchange setup

Setup PC configuration, troubleshooting, and basic networking

Monitor and investigate alerts using an array of monitoring tools and troubleshooting techniques

Provide remote assistance at retail locations to update and troubleshoot

Complete system migration of retail PC’s to most up-to-date platforms

Assist field techs with updating and testing Ingenico card swipe readers

Setup and support desk phones, video conferencing, voicemails, and voice recordings

Gwinnett County Public School System 2/2010 – 5/2012

Substitute Teacher

Direct the learning procedure in the direction of accomplishing curriculum objectives and goals as implied in the lesson plans for projects, lessons or units assigned

Adhere to all procedures, guidelines, and policies followed by regular teachers in line with recommended teaching procedure

Wells Fargo/Wachovia Mortgage Corporation 4/2006 – 1/2010

Senior Mortgage Management Analyst

Managed the mortgage loans application process, through funding, by clearly communicating and understanding customers’ needs and expectations

Reviewed and analyzed customer information to successfully execute loan application

Created partnerships with a variety of sources such as real estate professionals, builders, financial planners, etc. to support the mortgage loan process

Built and maintained relationships with Financial Specialists and other financial center employees to receive referral sources and proactively engage potential business

Trained and mentored new hires in the advantages of our offerings, programs, and products

Forecasted and consistently met monthly sales performance goals

Analyzed and developed financial budgets spreadsheets

Maintained sensitive personal data within the corporate network database locally

Fulton County Superior Court 11/1996 – 05/2006

Information Data Management Specialist

Troubleshot and maintained departmental local area network and equipment/configuring and deploying desktop hardware and software

Managing and maintaining system mainframe

Maintained the Core Competencies as established by the National Association for Court Management (NACM)

Ensured accurate quality public service within 5 departmental divisions

Analyzed, recorded, and reviewed recent and archived public documents according to Georgia Regulatory Standards

Relies on experience and judgment to plan and accomplish goals

Unlocked user accounts and reset passwords

Updated and/or replace desktops pc’s, laptops, and all peripherals

Maintain an up to date inventory of all onsite hardware

Maintained a weekly departmental financial report for record (accounting for daily collected proceeds)/balancing financial drawer within the proprietary database spreadsheet

Trained and monitored new hires upon divisional procedures

Cross-referenced and executed full chain title records/reports in accordance to the Court-wide database architecture

Created and monitored Superior Court Judge caseload calendar centralized reports

Spear-headed divisional safety procedures in accordance to the Safety Management Protocol

EDUCATION

Georgia Perimeter College Currently Enrolled

Associate of Arts, Mathematics/Computer Science

Pacific Institute of Technology May 2013

Enterprise Application Development & Administration, Microsoft SharePoint 2010

Capella University Dec 2010

M.S. - Master of Science, Educational Training

Georgia State University Aug 1995

Bachelor of Arts, Criminal Justice

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