Technical Support Active Directory

Jeff Evans

Lancaster, SC ***** 803-***-**** *******@*****.***

Technical Support Analyst

Technical Support Technician with over 14 years’ experience in technical and troubleshooting repair expertise. Extensive knowledge of designing, developing, configuring and implementing enterprise networks in a diverse environment. In-depth knowledge of network design and technical project management. Engaging personality with skill in interacting effectively with A-level executives and senior business managers. Excellent command of written and oral communication. In-depth knowledge of developing Wide Area Network and Local Area Network. Possess excellent logical and analytical skills. Experience as team lead, managing four technicians.

The main focus has been in local area networks such as MS 2000 and 2003, 2008 and 2012 Server support, desktop support, and experience with more than 4000 desktop, laptop, and 3000 physical to virtual server migrations. Proficient in MS office suite. Will travel up to 50%. Technical support for many wireless devices (Blackberry, Motion Tablets PC’s, Panasonic Toughbook PC, Bluetooth devices. Experienced with Active Directory and SMS.

Technical Competencies & Certifications

O/S: 98, NT 4.0, 2000, XP, 2000, 2003. 2008 server

Hardware: Dell, HP, Compaq, Gateway, Blackberry, Iphone Motion, Panasonic Toughbooks

Software: MS office suite, Visio, PC anywhere, Ghost, VMWare, Bladelogic, etc.

Protocols: TCP/IP PPP, SLIP, FTP, SMTP, Ethernet, Telnet

New Horizons Worldwide Inc.

Microsoft Certified Systems Engineer, (MCSE) A+ Certified Technician Certified Novell Administrator (CNA)

HP Certified Technician

Experience

Systems Field Engineer – Contract, Diebold Nixdorf Sept 2017 – Mar 2018

Traveled to client sites throughout the United States to conduct software upgrades. Performed de-installations, installations, and updates, and downloads of software and application that meet users’ everyday activities. Installed Diebold proprietary upgrade software to replace existing software on ATM machines. Troubleshoot network issues using Ping, Tracert, and NSLookup. Achieved exemplary client satisfaction, consistently going above and beyond expectation on solving end-user issues. Trained local bank personnel on how to sue upgraded software for transactions on ATM. Created and maintained databases, network accounts and programs for specific department needs. Backed up images of the local drive using Ghost v. 12.0. Installed SED’s (Secure Encrypted Drive on ATM and create partitions.

Level II Technical Support – Contract, Schaeffler Group, Fort Mill, SC Jun 2017 – Sept 2017

Conducted the planning, research, testing, configuration, licensing, and installation of hardware and software systems on Windows PC. Provided technical support onsite for more than 1300 hundred users in a campus environment working desk side and remote. Imaged HP laptops, desktops and Microsoft Surface Pro tablets and desktops using SCCM imaging software via the intranet. Performed troubleshooting on Microsoft Windows 7 and Windows 10 operating systems, on proprietary software for Engineering, and network connectivity issues. Utilized Service Now ticketing application to track incoming issues. Accountable for equipment inventory control via proprietary software. Oversaw the setup and administration of Siemen’s VoIP phone system and related Phone software. Utilized toner tool to trace wire paths and cables in common wiring system. Supported fixing any issues with MFP printers, desktop printers, and Zebra Printers.

Level II Technical Support – Contract, Founders Federal Credit Union, Lancaster, SC Aug 2016 – Apr 2017

Directed technical support for more than 650 end-users onsite and 35 branch offices using Windows 7 OS and MS Office 2013 and 2016 using the Service Desk ticketing system. Performed imaging via KACE and configuring each laptop/desktop to the designated specifications. Resolved banking software issues and hardware device issues (ID Scanners, Receipt printers, PIN Pad, Card readers, Signature Pads). Supervised deployment of replacement PC’s out of warranty. Resolved and setup Conference room equipment. Created scripts for Knowledge Base on how to deploy software and resolve issues with hardware/software as well as supporting Outlook and Skype issues.

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Jeff Evans Resume p. 2

Level II Technical Support – Contract, Pike Engineering, Fort Mill, SC Mar 2016 – Aug 2016

Resolved technical issues for over 1300 end users in locations throughout the US via remote access and onsite visits, with Windows 7 and Windows 10 OS using “Remedy” ticketing system. Responded quickly to technology outages affecting employees to restore service as quickly as possible. Work in partnership with the Desktop Support area, understand the established technology guidelines and available support processes as appropriate. Imaged desktops and laptops using Kace and configured the OS to designated specifications. Loaded software via Kace Labels and Scripts. Created Shortel phone accounts, building phones and resolving issues with VoIP phones. Created and supporting new user accounts and Outlook mailbox accounts using Exchange Management Console. Utilized Active Directory to place accounts in correct OU’s for Printing and resetting PW’s. Resolved issues with Engineering software (AutoCAD, POLE, PALADON), MFP Printers, Plotters and BluePrint Design Jets. Acting Lead Tech for Deployment of Office 365 upgrade Upgrading Outlook 2013 to 2016. Provided feedback based on employee input and usage; propose solutions based on needs and emerging technology. Strong understanding and ability to offer solutions of the newest versions, platforms, operating systems, and upgrades. Oversaw the hardware repair for HP Desktops and Laptops.

Jr. System Administrator, Westmed Practice Partners, Charlotte, NC Dec 2011 – Mar 2016

Identified and troubleshoot basic network problems including switches, routers, Wireless, and Bluetooth. Assisted with Data Recovery, Data Integrity, and Data Backups. Installed and administer Servers 2008 2012, UPS’s, Switches, VoIP Equipment. Oversaw the deployment of Dell PC’s, HP Network MFP Printers, and Wyse Thin Clients for over 350 agents. Accountable for the creation and configuration of PC and Thin Client images. Utilized Active Directory for user creation and administration. Resolved problems with Business related software (EMR, Centricity Business, Precision BI, Microsoft Office Products including Outlook, Word, Excel, Adobe, Skype, Verint, Skype, Openscape, etc.) and OS problems with XP and Windows 7. Administered setup and administration over Siemen’s VoIP phone system and related Phone software. Supervised conference room setups and problem resolution with Conference room equipment.

Liable for the ordering of all Equipment on site (PC’s Thin Clients. MFP Printers, Consumables, etc.) and Vendor relations. Operated McAfee Enterprise Security to administer virus protection and Service Now ticketing application to track incoming issues.

Education

York Technical College, Rock Hill, SC

Associates in Science in Electronic Engineering

Associates in Science in Computer Science

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