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Active Directory Technical Support

Auburn, Nebraska, 68305, United States
May 16, 2018

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Scott L. Burkey - Desktop & User Administration

**** * **.

Auburn, NE 68305

(417) ***-**** (mobile)


AAS/IT, Network Administration, Kaplan University, Fort Lauderdale, FL


ITIL v.3 Certified, 2014

Security Clearance:

Public Trust, via USDA, OCIO/CTS/SDO

Related Skills:

Build/Break/Fix: I have built desktop computers from scratch for over 25 years, and am familiar with hardware from various manufacturers. These include, but aren’t limited to:












Experience with laptop break/fix is limited to diagnosing issues with hard/software and replacement of modular internal parts.


Hewlett Packard




Windows OS Administration:

Windows 3.1

Windows 98 SE

Windows XP

Windows 7/Vista

Windows 8.1

Windows 10

Linux OS Administration:

OpenSUSE – desktop/server

Fedora – desktop/server

Ubuntu – desktop/server

Server Administration:

Windows Server 2003 – 2016

OpenSUSE 6.x

Ubuntu 6.x through current

Email Administration:



Exchange CMP

VOIP Administration: AllWorx systems

FOIP Administration: MyFAX & eFax server and user account administration

Wireless Networking: 802.11 g & n emphasis

Ethernet Networking: LAN & WAN construction and maintenance

End-User App Support:

Micosoft Office 2003-2016

Microsoft Office 365

Internet Explorer 6 - 11

Outlook/Outlook Express 2003 – 2016 Productivity Suite 6 – 8.x

Libre Office Productivity Suite 1.0 – current

Mozilla Firefox v.6 to current

Mozilla Thunderbird v.3 to current

AutoCAD Civil 3D, Map 3D 2009 - 2013

Adobe Acrobat (Pro and St) v. 9 – 11

Microsoft Lync 2012 – 2014

AutoDesk ArcGIS and ArcMAP v.9.0 – 10.3

Citrix Desktop Receiver v.4.0 – 4.2.1

Citrix Online Plugin v.11.3 – 12.1

IP and RF Network Testing:

Microsoft on-board tools

Linux on-board tools


Qualcom Qchat

X-Cal Diagnostics

Database administration: MS Transact SQL, MySQL

Mobile Support and Encryption administration:

Mobile Iron


Microsoft Bitlocker

McAfee Enterprise Encryption

Ticketing Systems: Remedy, Dovetail, Kayako

Remote Administration Tools: Microsoft on-board applications, Linux on-board applications, Bomgar Remote Support, Microsoft Lync Shared Desktop, MyPC (proprietary to Cargill/TCS)

Active Directory: Entry-level to Intermediate-level experience.

Recent Work Experience:

Cargill Inc.

490 Rd. 9, Schuyler, NE 68661

via F2 Onsite/WWTS (contractor)

Supervisor: Richard Bowlsby, 651-***-****

9350 Excelsior Blvd., MS 122, Hopkins MN 55343

Field Services IT representative, embedded in Schuyler and supporting 4 other localities. Providing Tier 2 Desktop support, as well as break-fix and deployment of new devices. Support was both in-person and via remote support tools. Assist in training plant office personnel during migration from Office 2013 to 2016/365. Early lead on PC Lifecycle Management project for 74 workstations.

March 1 2017 through April 16, 2018

H & R Block Corporation

1 H & R Block Way, Kansas City, MO 64105

*Direct hire, Technical Support Centers – Tier 1 Technical Support for H&R Block field offices

TSC Tier 1, Technical Support Specialist, 10/2015 – 4/2016 (seasonal position)

Site Supervisor: Lisa Ruby,


TSC is an internal support organization for H&R Block field retail tax offices. Tier 1 is purposed with documenting, troubleshooting, and resolving common IT issues reported directly by the retail office personnel via phone or chat.

Daily support issues ranged from account access problems to software installation issues, hardware failures, network access and availability, printer issues, and tax preparation software functionality. HRB utilizes Bomgar servers for remote support services.

Hardware manufacturers serviced: HP and Dell desktops, HP servers, Lexmark network multi-function printers, Kodak scanner/copier, Netgear and Cisco switches and routers.

Powertek Corporation:

9420 Key West Ave, Rockville MD 20850

(301) ***-****

*Contracted positions at USDA Regional Office, 6500 Beacon Dr. Kansas

City, MO

SDO - Tier 1, Technical Support Representative, 7/1/2012 - 3/19/2013

SDO - Tier 2 and 3, Technical Support Representative, March 2013 to April 2015

Site Supervisor: Beth Tyburski - see my Professional Reference sheet for

her preferred contact information.


The Service Desk Organization (SDO) is a division of the Office of the

Chief Information Officer (OCIO) for the United States Department of Agriculture (USDA).

Its purpose is to document, troubleshoot and resolve escalated IT issues which are

submitted to it from either the Customer Technology Services (CTS) Tier 1

Field agents, or the CTS Tier 1 Help Desk phone center.

The areas of responsibility for SDO are as follows:

• Foundational software of the endpoint device - e.g. BIOS, drivers,


• Operating System (Windows, OSX, Droid, iOS) - including laptop, desktop, and mobile devices

• Third-party installed software (see the “Related Skills” section -

SDO did not support agency-designed/agency-specific software).

• Troubleshooting customer Active Directory accounts - if an error or

omission was found, and was within SDO purview, it was resolved at our level. If

the issue was security related it was escalated to Access-SAAR

• Troubleshooting customer Exchange accounts - if the issue was

within Active Directory account information, or the account data of the Exchange Customer Management Portal, it was resolved within SDO. If the issue was security related, or required creation of new accounts, it was documented and then escalated to Access-SAAR and Microsoft.

• Escalated support for mobile devices - iPad, iPhone, Android and

Microsoft Mobile. Issues within SDO purview were the mobile OS and USDA account access, as well as issues with mobile mail access and encryption services (Mobile Iron). Installed applications - whether agency-specific or third party - were in the purview of the application's creator.

• Troubleshooting and resolution of issues reported by network monitoring systems for customer endpoints and local office servers - the degree of support within SDO purview for servers is the same as for user devices.

Device manufacturers supported: HP desktops & laptops, Panasonic Toughbook, Toshiba laptops. Apple Mac laptops, Apple iPhone 5 and 6, various Droid-based smartphones, Apple iPad and Windows Mobile tablets.

Global Telecommunications Systems, LLC

Lenexa, KS October 2011 to June 2012: this business is now closed


System Administrator

Advantage Tech – Contracted position with H&R Block

Overland Park, KS

Digital Support, Tier 1

September 2008 – April 2009, September 2009 – April 2010, September 2010 – April 2011

Workforce Strategies, Inc. - Contracted position with H&R Block

3497 S 9th St, Kalamazoo, MI 49009

(269) ***-****

Description: Seasonal contract to H&R Block, Digital Support

Thank you for your time and kind consideration! Should you have any

questions, or require additional information, please feel free to contact me at any of

the means listed above.


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