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Active Directory Help Desk

Zebulon, North Carolina, 27597, United States
May 21, 2018

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*+ years of experience with help desk and desktop troubleshooting and resolution

2+ years of experience with service ticketing systems

2+ years of experience with networking protocols and communications

2+ years of experience with Active Directory and security

Experience with laptop imaging and setup

Associates degree in Computer Information Systems


Dependable, diligent IT professional managing multiple tasks and works well under pressure; self starter willing to put in the hours when

necessary in order to meet customer demands; willing to assume responsibility, operative skills, initiative, punctual, loyal employee, hard

worker, and multi tasker. Very patient; offers clear and simple explanations and works closely with people to develop solutions to their

computer problems.

Make available direct support in all infrastructure matters from the desktop (laptop, desktop, tablet, etc…) to the network,

technical assistance for application and Citrix related issues, and other application matters.

Experience in some/all of the following is also beneficial: Active Directory, SCCM, TCP/IP, remote support tools such as

GotoAssist, VDI, antivirus and data encryption tools

Ensures adherence to Service Level Agreements (SLA) and Service Level Objectives (SLO) via regular follow up

Conversant in diagnosing and resolving complex technical problems using available tools and resources; positive attitude and

ability to prioritize; willing and able to learn new skills.

A general understanding of TCP/IP principles, DNS, user level experience with at least one OS and general computer system

hardware setup and troubleshooting skills

Knowledgeable with using Active Directory for administrative functions; laser printers, Windows O/S and client/server technology;

ability to troubleshoot, identify, analyze, and solve problems at customer sites for POS hardware, software, and

telecommunication related issues.


Adobe Acrobat MS Servers

• •

Linux/UNIX Active Directory

• •

MS Exchange GoToAssist

• •

Firefox/Chrome/Explorer VMware

• •

TCP/IP Citrix

• •

MS Project/Visio Windows 7, 8, 10

• •


• •

POP3 / IIS 7.0 MS Lync

• •

VPN ServiceNow

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MS Office SharePoint

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Attention to Detail WebEx

• •


ETeam, Raleigh, NC 7/2017 to Present


Customer Solutions Representative

While attached to DXC Technologies and assigned to the US Postal Service project to provide basic support via Customer

Relationship Management (CRM) system technical and customer service to over 600 to 700 customers regarding passwords

resets and if necessary to diagnose, identify and analyze problems utilizing historical database records to be forwarded to Tier 2

for further troubleshooting and resolution.

Evaluate information from multiple sources to develop an understanding of the external customer requests and needs and

translates them into application and operational requirements.

HCL America, Cary, NC 9/2015 to 11/2016

Help Desk Support Analyst

Assigned to the FedEx Ground project to work with the ticketing system for over 10,000 personnel and taking over 600 calls per

day as well as being the customer liaison for Tier 2 and the main contact for the customers throughout the ticket cycle.

Generate work tickets via ServiceNow for issues not capable of phone, email or remote desktop resolution.

Limited experience supporting and configuring mobile devices (iPhones, iPads, tablets, androids); working knowledge of ITSM

application for incident tracking.

Use of Active Directory with administrative issues for passwords resets/logins/security; Respond and follow up to tickets

regarding computer and monitor troubleshooting; Conduct computer diagnostics to investigate and resolve problems and provide


HCL America, Cary, NC 7/2014 to 7/2015

Help Desk Support Analyst

Assigned to the S.C. Johnson & Son project to work with the ticketing system for over 5,000 personnel and taking over 500 calls

per week as well as being the customer liaison for Tier 2.

Provides a single point of contact for S.C. Johnson end users for reporting/resolution of various hardware/software/application

and IS provided service issues; Monitors email and ticketing system for service requests and responds, resolves or dispatches as

appropriate; Answers and logs incoming telephone calls to the S.C. Johnson Help Desk, provides issue resolution or assigns

dispatch requests.

Perform trouble triage to include fault isolation, cooperative testing with domestic and international end users.

Creates and assigns IS request work tickets via ServiceNow for issues not capable of phone, email or remote desktop resolution.

Supported migration in a Windows 7 environment troubleshooting issues as needed; able to explain policies and procedures and

how they are applied within system functionality to end users/clients; provide network support with various networks including


Fidelity Investments, Durham, NC 1/2014 to 4/2014

Technical Support Analyst

Assigned to Fidelity Investments to read and update Toner Low Reports using MS Excel diagnostic tools, service aids and,

product schematics to assess and, resolve equipment and, system failures.

Provided hands on maintenance to copiers and printers and remote hardware, software and infrastructure technical support

Mindlink Communications/Global Training Center (Part time), Cary, NC 8/2013 to 10/2013

Help Desk Associate

Provided end user support and troubleshooting network issues.

Input Footprint/Remedy tickets regarding computer and monitor troubleshooting

Used Active Directory with administrative issues for passwords resets/logins/security.


ewlett Packard (Contract), Raleigh, NC

H 3/2013 to 5/2013

Tier I Support Analyst

Performed Windows 7 migration of all Eastern Region based customers; initialized VTC for meetings setup.

Provided end user assistance utilizing PBX and voice communications to include VOIP infrastructure and session initiation

protocol (SIP).

Setup computer equipment for personnel use while maintaining operating systems and appropriate software with Windows XP/7.

Coordinate with coworkers in utilizing MS Lync 2010 in areas of password re verification installation/security and configuration of

voice hardware.

Recited and directed personnel in both interpreting technical and non technical manuals in conferring with users.


6/2012 to 9/2012

Program Support Assistant (Intern)

Maintained, updated administrative personnel manuals throughout various departments as served as Minor Property Coordinator

for all inventory printers, copiers and computers within the departments for report submission

Be responsible for additional technical Support to senior executives in other Association offices/locations

Set up meeting/conference support for the conferencing equipment including video conferences, audio

bridge conferences, Zoom, and combinations

Set up and imaged laptops

Removed the de installed components and all related components from the replaced workstations to an area designated by the

local site contact

Respond to remedy calls regarding computer and monitor troubleshooting; assists in the Windows 7 migration of all Eastern

Region based customers; initialized VTC for meetings.

Employment Security Commission, Raleigh, NC

2/2011 to 1/2013

Employment Advisor

Assisted the unemployed with filing status, job searching, resumes reviews, and career counseling.

Utilized Win XP desktop, Resume Wizard, and NC Works software to manage candidates.

Command Management Service, Raleigh, NC 3/2008 to 10/2010

Contract Liaison

Provided guidance and assists organizational personnel on such matters as travel arrangements, training, pay, correspondence,

filing, problem identification and resolution, data entry, supplies, security clearance submissions, mail and records management,

and forms control.

U.S. Navy

10/1986 to 10/2006

Human Resource Assistant

U.S. Navy, Honorable Participated in writing and revising policies and procedures for the HR Handbook which is distributed at


Served as liaison and supported command shipboard activities in the Pacific areas of human resources and employees, human

resource managers, and staff to resolve problems or make referrals.


Certifications in Progress: MTA (networking, server, security, OS), A+, Network+, MCSA

ITT Technical Institute Cary, NC

Associate, Computer Information Systems 2013


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