Active Directory Technical Support

ANDRE RASHUN BENNETT

**** ****** **., *******, ** 27616 M: 919-***-**** ************@**********.***

PROFESSIONAL EXPERIENCE:

SoftPro via Piper (05/2015 – 03/2018)

Technical Support Analyst – Tier II - Raleigh, NC

Started as an Upgrade Tech and gained the knowledge and skillset to join the Classic Support Team as a Tier II analyst.

Resolved hardware and software technical related issues at a high-level of customer service support.

Spoke with customers and gained remote access using (ScreenConnect, Go to Assist, WebEx, and Join.me) to PCs, laptops and servers to resolve network related, software application issues.

Installed and upgraded the SoftPro application software product on customer’s Terminal and Main servers and workstation/clients supporting Windows features and 3rd party applications, in a physical or cloud-based network.

Accurately documented steps I took to resolve cases in CRM and Clientele ticketing systems also updating any contact information.

Recorded all errors related to causing the application issues which were documented and reported to our Business Service Group (BSG) and R&D Team for further resolution.

Troubleshoot issues within the company guidelines and timeframe allowed gathering the detailed information in order to resolve customer issues and schedule call back times to resolve issues.

Created backup of corrupted databases / broken relationships and moved data over to new blank databases for resolution.

Migrated data from old servers to new servers setting up new environments in SQL Server 2008 or later.

Ran SQL scripts in SQL Server Management Studio to locate ledgers and customer checks to restore or delete at customers request.

Accountable for following up on existing problems for resolution by escalating additional issues for investigation or assistance in order to resolve cases.

Supported and troubleshooting the following: Windows Server 2003 or later and Active Directory (all aspects), Familiar with VMware and virtualization technologies, Citrix Presentation Server, Microsoft Terminal Server

Guided customers hands-on through the application with remote access through our F1 help site on best practices to improve efficiency and minimize application issues.

Worked as a liaison for updating the Knowledge Base troubleshooting articles for internal and external.

Senior IT Analyst (04/2012 - 07/2015)

Astadia - Raleigh, NC

Delivered technical support to over 3000+ employees, contractors, and field agents in domestic and international locations.

Managed multiple projects with complete project documentation while developing and adhering to timelines in both individual and team environments.

Provided technical troubleshooting within an enterprise environment, including system crashes, slow-downs and data recoveries.

Resolved issues by utilizing internet resources along with remote access into systems and troubleshooting technical issues. Experience with remote desktop control solutions (Skype, Join.me, and LANDesk).

Held responsible for creating and terminating Active Directory user accounts, setting credentials, creating databases, distribution lists, VPN certificates, software installs and user profiles within standard company policy.

Accountable for updating Standard Operating Procedure (SOP) for the Service Desk.

SQL server and Oracle database access for RMS/LMS user accounts.

Troubleshoot Lenovo Tseries laptops, MacBook, iPads, iPhones, printers, email accounts, and Mifi devices according to company standards and procedures.

Document the details of each interaction utilizing the Remedy, Incident Monitor, Service Now Portal and VHD ticketing systems software.

System Test Technician (02/2012 - 04/2012)

EMC - Raleigh, NC

Perform various types of EMC tests in accordance with product specifications and EMC test requirements.

Set up and monitored complex hard drive test equipment, taking measurements; recording and analyzing acquired data, reviewing test procedures documenting test results, and maintaining accurate and precise test logs.

Building cable assemblies and moving heavy test equipment and test fixtures for test set up and tear down.

Quality Assurance.

EDUCATION:

ITT Technical Institute, Cary NC Graduated: June 2012

Associate Degree in Applied Science/ IT-Computer Networking Systems

Skills:

Hardware/Software Upgrades

Microsoft Office, Versions 2003 and Later

Installing Peripherals

External /Internal Customer Support

Troubleshooting

Deskside Support

Basic TCP/IP networking concepts

Windows OS XP and Later

Microsoft Active Directory

Teambuilding & Training

Problem Solving

Active Directory

Technical Support

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