Active Directory Desktop Support

Jerome Hamwright

**** ******* ******, ************, ** 19138

Cell#267-***-****, **********@***.***

EDUCATION

New Horizons Computer Learning Center, (2008)

Microsoft Certified Desktop Support Technician (MCDST)

Certification Comp TIA A+ Essentials, IT Technician, Network+ Certification

Chubb Institute, Networking, and Data Communications (2001)

American Institute of Banking, (1995-1996) Community College of Philadelphia, General Studies, (1991-1993)

TECHNICAL SKILLS

Concepts: Raid configurations and employ striping, mirroring system fault tolerances Networks: LAN, WAN, Peer to peer, client server, bus, hub ring mesh topology Security, NTFS permissions, domains, group policies, workgroups, and users, OS/: Windows NT, Windows NT 4 Server, Windows 10. Windows 2003 2007 servers, Windows XP Professional Server, Microsoft Suites 200*-****-**** and Active Directory. Peripherals: printers, scanners disk drives, tape drives, MS SQL Server, Remote access, VNC, VPN, Remote Desktop PCs, wireless, iPhones, and Android phones Bluetooth. Routers and Hubs, VMware RSA ADMIN Hard Tokens Active Directory

CORE COMPETENCIES

Knowledge of diverse hardware including PC's, printers, Ethernets, DSL T1, and routers, TCP/IP, Servers, Hubs and Switches, frame relay, fiber optic DHCP, DNS, static IP address, subnet, IDE drives, laser printers, dot matrix printers and installing Hardware and Software Configuration. Knowledge in Of Active Directory for over Ten years (group policy, security, schema changes, etc.) Understanding domain level rights and privileges and perform changes after Upgrade to Windows 10.

WORK EXPERIENCE

Contract (Superior Group) Lockheed Martin Desktop Technician

June 2017 to Present

Work on-site of our customers in an end user support capacity providing exceptional customer service.

I perform a variety of duties in support of end users for IT hardware and/or software break/fix support, however under this specific role they will be engaged to support end user WIN 10 Migrations. Under general supervision, this position may require collaboration with technical and managerial staff. Work methods and/or sequence of work is governed by oral/written instructions and established procedures. Maintain Active Directory entries and services

Apply group and security policies, provide the User with Temporary Admin rights

Contract Desktop Core-BTS Technician, CSL Behring, King of Prussia PA

October 2016 to January 2017

Supporting 100+ staff members (employees, consultants) on large project initiative. Work consisted of imaging PCs and setting up workspaces for 50-100 computers, laptop, troubleshooting issues providing resolution, supporting other “remote access” alternatives that may be used i.e. virtual devices for this project team. Point person for IT support for this audience. Managed and maintain inventory of equipment, coordinate equipment moves to another building/ breakdown-setup. Provided support to project team in Windows7, Microsoft Office 2010, Microsoft Skype for Business/Lync, Remote Access, Office Moves, Standard IT services also supplied support to the Service Desk. Active Directory Configuration create it New user account for SAP Admin,

Contract Level I-II Desktop Technician, Accolade, Plymouth Meeting Pa

February 2016- September 2016

Installing, configuring and maintaining desktop and laptop PCs and peripherals such as printers and telephony headphones. Installing and configuring application and operating system software and upgrades. Troubleshooting and repairing hardware and network connectivity issues. Assist in the configuring of station equipment Resolving more complex issues requiring detailed systems and applications knowledge which have been escalated from Tier 2 Support. Researching, resolving, and documenting difficult and complex problems and their solutions Genesys and Avaya telephony technologies softphone.

Contract Technical Support Analyst, NHS Human Services, Blue Bell Pa

October 2015 – February 2016

Responsible for answering front-line/tier 1-2 telephone calls, emails from NHS employees. By talking end users through necessary troubleshooting steps or directly addressing issues through remote access tools, an analyst identifies the cause of hardware/software issues and guides the user to a successful resolution. Primary Responsibilities: Customer service/phone support, password resets, screen freezes analyzing and troubleshoot issues with migrated PC, laptop and desktop and iPhone, Outlook/windows XP and/or 7 support.

Contract Level 2 Help Desk, AstraZeneca, Wilmington, Delaware

April 2015 – August 2015

Provided phone support for all deployment/refresh issues that occur within the support time frame. Troubleshoot complex issues with laptops and moving users to new OU in Active Directory, IPads, hardware and software issues. Provided proactive support to end-users related to data plan consumption, application installations, and other items as required. Manage and support incidents escalated from Level 1 support. Utilize Service Now ticketing system to create, track and monitor all customer issues. Transfer New user account for Window7 schema in active directory

Contract Migration Tech, Subaru of America, Cherry Hill NJ

March 2015 - April 2015

Primary job function - imaging desktops using Symantec Ghost from the network and managing the inventory of the machines. Desktop and laptop refreshes, PC imaging large scale rollout, refresh, upgrade in a Windows XP, Windows 7 environment.

Contract TEKsystems (Aqua America), Desktop Support, Bryn Mawr PA

January 2014 - September 2014

Maintained backup of all critical data, shares and in compliance with the organization’s restoration process. Test and imaged desktops and laptops backed up end user data. Assisted Corporate Desk Side Support technicians with regular help desk tickets. Documented issues that improved current processes also trained coworkers with resolution of end users' technical issues. Setting up and removed user profiles and computer names from Window XP domains to Window 7 domains granted administrative rights via active directory, created, tested Active Directory group policies. And domains.

Contract Insight Global (Astra Zeneca) Backup Support\Migration Tech, Wilmington DE

September 2013 - January 2014

Troubleshooter and repaired Lenovo’s computers and peripherals devices Document thru remedy level 2. Upgraded end user’s PCs and laptops to Windows 7. Performed hardware services and repairs and troubleshooting application and computer issues. Deliver install and configure PC equipment and peripherals. Imaged new desktop using scan states & load states. Installed HP local printers and troubleshooting network printers using TCP/IP.

Contract Desktop Technician Renner Brown (Merck), Lansdale PA

February 2012 - July 2013

Maintains, analyzes, troubleshoots, and repair computers systems, hardware and computer peripherals. Documented migration issues, maintain upgrades and replaced hardware and software system. Maintain user’s security accounts and access control. Trained employees, analyzes, and repairs system failures, order and replace parts as needed. Recommended new products and services that best fits the customer’s needs. Provide User with Temporary Admin Rights

Consultant Desktop Support, Robert Half (Parente Beard), Philadelphia PA

November 2011 - December 2011 Diagnosed and resolved hardware, software problems and network connectivity issues for computer deployment. Swapped Dell Latitude 630 computers for approximately 1200 Users and also documented issues thru Remedy Tracking system. Reviewed license agreement with third party vendors also contacted customers to take screenshots of their programs and static IP addresses for printers.

Contract Desktop Support, INSIGHT GLOBAL: (Pep Boys), Philadelphia PA,

September 2011 - November 2011

Installed Brother Thermal printers, switches and configured networking printers’ static IP addresses, default gateway and subnet mask. Lifting of computers and related equipment, Q&A printers before delivered to retail store provided technical support to the store.

Contract Fixed Desktop Support, INSIGHT GLOBAL (Pfizer Pharmaceuticals) –, Collegeville PA, March 2011 - August 2011

PC Deployment Pick-up and deliver client’s laptop and desktop... Test all software applications and reinstalled HP printers and scanners. Configure customer specific applications related to client job function. Troubleshooted of Blackberry and iPhone devices also performed Q & A check after deployment. Provide the client with 2nd and 3rd tier support laptop\desktop. Ghost Explorer tool to initiate a Ghost Backup of the old PC. Performs Build Q/A before PC is staged for Delivery.

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