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Help Desk Active Directory

Houston, TX
September 15, 2018

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Nakeya Lancaster

Fresno, TX *****



IT professional with 11 years of experience in leading teams in diagnosing and resolving technical/customer inquiries seeking to support an IT department surpass business objectives.

Proficient in Windows-based environments, Internet, and MS Office applications.

Strong working knowledge of Telecommunications Products and Services.

Able to clearly understand problems and find positive solutions through the use of troubleshooting, problem-solving, teaming and communication skills.

Key Focuses: Help Desk Support, Software Documentation, Management, Incident resolution, Customer Service, Executive client support,


Technical Skills

Operating Systems: MS Server 2003; 2008; 2012; Windows XP; Vista; 7; 10; Linux Ubuntu, Kali Linux, Mac OS X

Programming Languages: C+, Python; Ruby

Hardware: Mobile Devices Android, IPhone, Mitel Phone Systems, Cisco VoIP phones, Remote Desktop

Software: Altiris Ticketing System, ServiceNow, Oracle's integrated (CRM), Cisco VPN, Symantec, SharePoint, Helpdesk Software, Office 365, Active Directory, Cisco Unity Connection, Cisco Unified Communication, Dameware, VMware vSphere, Remedy, iSigma.

Management/Soft Skills

Asset Management

SWOT analysis

ITIL Ready

Excellent Communication skills


CompTIA Network+ Certification


B.S., Information Technology, 2008

AIU University, Houston, TX

Security IT Associates Program (CompTIA A+, Net+, Sec+), 2016

New Horizons, Houston, TX


February /2017 – August/2018, IT Analyst Service Desk II

Just Energy, Houston, TX

Provide Technical support and guidance for executive level employees

Perform on boarding process for new hires as well as contract employees

Maintain up to date asset inventory

Resolve service desk incidents and request in compliance to established SLA’s.

Reimage desktops and laptops for various departments.

Manage and deploy assets for all United States Regional offices.

August /2016 – November/2016, Desktop Support Technician (Contract)

Lucas Group – Birkman International, Houston, TX

. Provide desktop and server support in a mixed Windows / Linux environment

Perform software installations and resolve issues with computer software and hardware.

Provide technical support and guidance for company employees and contractors.

Assist with inventory management.

Assist with the administration of data protection suites, including disk encryption and backup monitoring applications.

Maintain various security systems to include patch management, antivirus, and vulnerability management systems.

Monitor lab management systems.

Assist in configuring, monitoring, upgrading and supporting multiple software stacks supporting core business applications.

Perform and present research analysist on considered technologies to support the business need.

December /2012 - April /2016, Lead Service Desk Analyst

Williams Energy, Houston, TX

Manage day to day operation for an assigned group.

Troubleshoot and resolve end user system and network issues using remote desktop tools.

Support business partners with day to day activities as needed.

Create and resolve service level tickets and escalate as needed.

Monitor critical situation management alerts and respond accordingly.

Conduct end user training of new and updated IT policies and applications.

Manage and reset Active Directory accounts.

Maintain and updated Service-Now knowledge base.

Assist hiring managers with on-boarding of new employees.

October /2007 – November /2012, Information Technology Specialist Help Desk

American InterContinental University, Houston, TX

Manage and train IT personnel on policies, procedures of help desk.

Manage Help Desk personnel scheduling to accommodate operation needs.

Analyze and evaluate Help Desk team performance.

Manage help desk and ticketing system.

Manage, maintain and update network infrastructure Win 2003, 2008 servers.

Assess IT business needs, prepare purchase requisitions with justification.

Prepare, manage and maintain company asset inventory.

Create and implement campus access clearance and schedules via Ccure 9000 security and badging software.

Image and deploy desktops and laptops using Symantec Ghost software.

Create and request new hire access and network accounts.

Manage Blackberry Enterprise server, smartphones and users.

Manage Active directory to modified personnel changes within the organization.

August/2005 – July /2008, Wireless Data Tech Support Analyst

Verizon Wireless Company, Houston, TX

Resolve technical issues with smartphones and data devices for consumers.

Assist with install of software for end users.

Update and maintain knowledge base systems.

Create user tickets with remedy ticketing system.

Answer and resolve all technical questions for consumers and update accounts as needed.

Order and ship replacement devices as needed.

Test cellular devices, applications and related software and report results.

Educate customers on sales options of Verizon Wireless products.


Key Focuses: Applications, Systems, Troubleshooting, Microsoft, Network, Support, Technical, SCCM, Service Desk, Systems Troubleshooting, Software, Hardware, Users Support, Technical Resolutions, Network Monitoring, Users, Software & Hardware Troubleshooting Technical Problems, Configuring, Troubleshooting Support, Networking CISCO, Systems Technology, Software, Network Security, Data base, Network Administrator, TCP/IP, Business Continuity, Disaster Recovery, Virtualization, Cloud Computing, MS Office 365, Compliance, Help Desk, Knowledge of LAN and WAN protocols including OSI Model, Encryption, Retention, Intranet, Extranet

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