Active Directory Customer Service

ROBERT BROWN

**** ******* ***** *****, **** Forest NC 27587 1-919-***-**** **********@*****.***

IT PROFESSIONAL

Proficient in a wide array of computer systems on both hardware and software/ application levels. Strong installation and troubleshooting knowledge on all Windows and Server versions.

COMPUTER SKILLS

Proficient in PC maintenance and hardware upgrades, including peripheral devices.

Wide Microsoft OS knowledge base including installation, upgrading, and configuring XP, Vista, Windows 7, and Windows 10.

Provide support for both wired and wireless LANs.

Knowledgeable in Windows Firewall configuration as well as Norton and McAfee security software.

Strong Mac OS X knowledge base, including installation/ upgrade, as well as usage.

EMPLOYMENT

05/16-03/18

Network Administrator, Bailey’s Fine Jewelry

Performed various duties providing IT support to 100+ users within the organization. Managed and executed the company wide upgrade of PCs to Windows 10. Used remote desktop tools to monitor and troubleshoot issues at various store sites. Performed and supported business specific software installations and upgrades. Supported various HP laser jet printers, including installation and updating. Administered company IT policies through active directory and group policy. Supported users and maintenance issues on Allworx phone system. Installed and monitored security solutions in a domain environment. Responsible for administration of Office 365 accounts and user support.

03/15-09/15

Help Desk Analyst L1, HCL America

Provided 1st contact IT support and customer service from a remote help desk. Used remote desktop software solutions and a variety of monitoring tools to troubleshoot client problems. Most common issues concerned VPN access, Active Directory account support, software support, and hardware support including mobile devices. Calls were logged and tracked using a web based ticketing system. Routed/ escalated issues to next level support when necessary for resolution.

05/07-12/12

Folder Operator, Challenge Printing Company

Set up and maintain Vijuk Pharmaceutical folders and peripheral equipment. Performed production data entry and monitoring using Dell workstations.

06/05-11/06

Lead Man/ Senior Operator, Mead Westvaco

Set up and maintain Vijuk Pharmaceutical folders and peripheral equipment and ream cutter. Supervised department personnel and directed staffing of machinery. Trained department personnel in company and OSHA standards and regulations, including MSDS coordination.

EDUCATION

03/14-12/14

IT ProCareer Program Graduate, MyComputerCareer.com Raleigh NC Campus

Certifications Completed- A+, Net+, MTA-OS Fundamentals, MTA-Networking Fundamentals, MTA-Security Fundamentals, MTA-Server Administration Fundamentals

Additional Courses- Windows 7 Configuring, MS Server 2008 Server Administration, 2008 Active Directory, Network Infrastructure

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