Desktop Support Active Directory
Resume:
John Hodge
Durham, NC *****
********@*****.***
Authorized to work in the US for any employer
Work Experience
Desktop Support Specialist
Greene Resources (Cree) - Durham, NC
March 2018 to Present
Understand internal employee needs and provide solutions to help enable the user or process Be a customer advocate and relay customer feedback, needs and wants to the rest of the IT organization
Receive IT support requests through various channels including phone, chat, e-mail, and employee self service
Provide remote IT support for quick resolutions to software, OS, telecomm, and network related issues Log and prioritize tickets based on the impact and urgency of the incident reported Resolve backlog of support requests by priority, then on a first in first out basis, providing detailed documentation and updates of troubleshooting performed. Escalate and/or route tickets to appropriate IT Teams or team members as needed Ensure business defined incident SLAs are met
Deliver and reclaim IT hardware, peripherals, and telecomm equipment to/from various office and manufacturing locations around the clients campus
Perform remote software installations
Perform desktop computer backups and OS migrations Patch network ports in wiring closets Deliver and retrieve IT Hardware to/from shipping as needed Check in and retire IT hardware inventory and update asset management database Update central knowledge base with workarounds and known issues Ramp Agent
DAL Global Services - Raleigh-Durham, NC
August 2016 to Present
Marshalls aircraft on the ramp including directing, assisting and parking all arriving, departing and towed aircrafts in accordance with safety policy and procedures. Performs wing walker duties to protect the aircraft wing from equipment in the path of pushback and maintains visual contact with the pushback driver to alert the driver of any danger. Lifts, loads/unloads, sorts and transfers passenger baggage, airmail, freight and company material in and out of aircraft bins, belt loader or baggage carts in a safe manner and within specific time constraints.
Maintains safety and security of the ramp at all times and complies with safety procedures and station policies.
Reads and verifies the city and flight number for every bag to ensure correct loading of customer bags. Communicates with Operations, Flight Crew personnel and other ground personnel concerning arrival/ departure information in a professional manner.
Drives/operates ramp equipment, including but not limited to bag tugs, belt loaders, aircraft tow tractors and water and lavatory servicing vehicles in a safe manner. Services aircraft as needed to include cleaning lavatories and cabin and restocking items. Arrives to work on time and at assigned post to ensure prompt servicing of the aircraft and on time departures.
May work in the baggage make-up area and prioritize baggage load for delivery to the proper aircraft for loading.
Ensures GSE equipment is in proper working order.
Other duties as assigned.
IT Technician Specialist
NSC Global - Cary, NC
October 2016 to March 2018
Handle technical troubleshooting within an enterprise environment utilizing Alliance ticketing system. Receive trouble calls on equipment and diagnose problems. Perform all functions required to prepare and install microcomputers and related equipment, including connections to the data communications network.
Assist in preparation and installation of software and peripheral devices. Assist in the diagnosis and resolution of software problems.
Perform daily operational customer support activities for technical email service support incident and restore requests.
Information Technology Field Technician
Luihn Companies - Morrisville, NC
May 2015 to April 2016
Responsible for maintaining and fixing all technologies within a restaurant environment. Maintain PCs, point of Sales systems and networks at remote locations Troubleshoot and solve IT issues quickly and calmly via phone, remote access, or on site Maintain CCTV systems
Work an on-call rotation
General knowledge of phones, computers and networking as well as excellent communication skills, strong time management, and self-motivation.
Technology Support Technician
Office of Information Technology Services (State of N.C.) - Raleigh, NC October 2007 to May 2015
Handle technical troubleshooting within an enterprise environment utilizing Remedy and Track-it, including system crashes, slow-downs and data recoveries Engage and track Priority 1 issues, responsible for the timely documentation, escalation (if appropriate), resolution and closure of trouble tickets Receive trouble calls on equipment and diagnose problems Monitor system-processing activities by observing computer console, peripherals, input, and output to ensure maximum throughput of data
Perform local and remote testing on equipment, including running computer programs to diagnose faults
Perform equipment repair, builds cables, replaces boards and components to identify or remedy failures
Perform all functions required to prepare and install microcomputers and related equipment, including connections to the data communications network
Assist in preparation and installation of software and peripheral devices Assist in the diagnosis and resolution of software problems Prepare and coordinate sending equipment out for repair Order and inventory spare parts, including stripping surplus equipment for usable parts Evaluate requests for microcomputer services, develop alternate proposals, and recommends new applications
Implement systems and provide for ongoing maintenance and enhancements Train users in the basic operation and maintenance of microcomputers and related components Assist in the development of proposals for the procurement of information systems and services Operate other information technology related equipment such as scanners, printers, plotters, graphics equipment, etc.
Perform miscellaneous functions as required, including (but not limited to) calling vendors to report/resolve problems, assisting with demonstrations and site preparations, assisting in changing microcomputer location, and assisting electricians in determining necessary wiring changes. Help Desk Support for 150+ users at my assigned agencies utilizing Remedy application. Assisted in migration project during ITS consolidation. Update information in ITAM application regarding inventory lifecycle (from PC purchase and issuance to PC disposal or surplus).
Perform user account maintenance in Novell and MS Active Directory. Troubleshoot network, computer hardware and software problems. Troubleshoot and support any number of email and active sync clients to include smartphones, tablets, pc's and laptops
Perform daily operational customer support activities for technical email service support incident and restore requests
Fulfill incoming requests for email and calendar services using the Microsoft Exchange administrative consoles and custom administrative web page
Technology Support Technician
N.C. Dept. of Commerce - Industrial Commission (State of N.C.) - Raleigh, NC September 2006 to October 2007
Provided desktop support for 150+ users (remote and local clients)using Track-It application. Assembled, installed, setup, configured and troubleshot IBM compatible personal computers (hardware and software).
Maintained inventory of computers and other peripheral devices. Technology Support Technician
N.C. Dept. of Environment and Natural Resources - Division of Environmental Health (State of N.C.) - Raleigh, NC
May 2005 to October 2006
Supported 200+ users (remote and local clients) with varying degrees of computer background and liaison for state and its vendors.
Assemble, install, setup, configure and troubleshot IBM compatible personal computers (hardware and software).
Hardware includes hard drives, cd-roms,zip drives, usb drives, memory, ethernet cards, sound cards, video cards, SCSI/USB/Firewire cards, printers, web cameras, and scanners. Software includes MS-DOS, Windows 3.1/95/98/ME/NT/2000/XP/Vista, Ubuntu, Fedora, OpenSUSE, Novell Netware, Microsoft Office Suite, Internet Explorer, Mozilla Thunderbird, Norton AntiVirus and Ghost, and Acronis TrueImage.
Supported 200+ users (remote and local clients) with varying degrees of computer background and liaison for state and its vendors.
Route Salesman
Maola Milk and Ice Cream Company - Durham, NC
March 2002 to May 2005
Delivered and sold diary products over an established route consisting of 50 customers. Solicited new orders from businesses within route area. Provided customer support by responding to customer's complaints and requests. Education
BS in Business (Concentration in Accounting)
North Carolina Central University - Durham, NC
1992 to 1997
Skills
Desktop Support, Help Desk, Active Directory, Tech Support Additional Information
Business & Office Productivity (Adobe Acrobat and Acrobat Reader, Microsoft Office 95/97/2000/ XP/2003/2007, Quickbooks, Quicken, Microsoft Money, and OpenOffice) Communications (AOL Instant Messenger, Yahoo! Instant Messenger, MSN Messenger, ICQ,mIRC, Skype and Trillian)
Databases (Filemaker Pro, Microsoft Active Directory, and Oracle Database 10g) Multimedia & Audio (Adobe Audition, Apple iTunes and Quicktime, CDBurnerXP, Cyberlink PowerDVD and PowerDirector, Intervideo WinDVD, Nero Burning Rom, Songbird, Winamp, and Windows Media Player)
Operating Systems (Windows) (3.1/95/98/ME/NT/2000/XP/2003/Vista/2008/7/10) Operating Systems (Linux) (Fedora, gOS, Kubuntu, OpenSUSE, and Ubuntu) Security & Privacy (AntiVir, aVast AntiVirus, AVG AntiVirus, Kaspersky AntiVirus, Lavasoft AdAware, Malwarebytes, McAfee Viruscan, Symantec Norton Antivirus and Personal Firewall, TrendMicro OfficeScan, and ZoneAlarm)
System Utilites (7zip, Belarc Advisor, Camtasia Studio, CuteFTP, Foxit PDF, PartitionMagic, PDFCreator, SnagIt, WinRAR, WinZip, and WS_FTP) Virtualization Software (Parallels, VirtualBox, VirtualPC, and VMware) Website Design (Adobe Dreamweaver, Microsoft Expressions and Frontpage, KompoZer, and Nvu)
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