Technical Support Active Directory

OBJECTIVE

Self-motivated business minded professional seeks position with challenge and growth that will utilize my knowledge, experience, and skills to become a valued asset within the company.

SUMMARY OF QUALIFICATIONS

Ten plus years of experience building, implementing, troubleshooting, supporting and monitoring user’s computer, servers and networks.

Experience with SCOM, Solarwinds, Symantec NetBackup, Site Scope and other monitoring applications.

Experience with Microsoft products and Operating Systems such as Windows 7,8 & 10 Microsoft Office 2013.

Experience with VPN, DNS, DHCP, Citrix and Active Directory.

Extensive customer service training on how to work with customers, use everyday language to explain complex technical issues and handle irate users.

CERTIFICATION/ TECHNICAL SKILLS

Certifications: CCNA VOICE (exp), CCNA SECURITY (exp), A+, Net+, & AMCT

Networking: VPN, DHCP, TCP/IP & OSPF

Systems: Windows 7, 8 & 10, Server 2003, 2008 & Active Directory

Hardware: Cisco Switches & Routers.Meraki, HP & Dell Desktops and Laptops

Software: VMware, HP SIM, ILO 2 & 3, & Solarwinds

EXPERIENCE

Allsaints –Bolingbrook, IL April 2017 to Present

Distribution Center IT Coordinator

Configure, implement, maintain and troubleshoot 50+, desktops, laptops, Zebra wireless and Epson wired printers, Motorola bar codes scanners, Mitel phones, network cables and network devices.

Primarily responsible for providing top-level technical support, including problem resolution, technical change implementation, telephone and one-on-one technical support within defined service level agreement.

Provide detailed and effective communications to internal and external customers.

Document and track troubleshooting steps, incident solutions and support requests.

Provide desk side support for issues in a distribution center environment as well as onsite support of the retail stores throughout North America and U.K.

Maintain and track hardware and software inventory

Resolve incidents and service requests within the required SLA.

Keep clients informed throughout process and follow up with them to ensure satisfactory resolution

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Nuveen Investments/TIAA, Franklin Park, IL September 2013 to April 2017

NOC Technician 2

Resolve issues on first contact for the IT engineers and other support staff resources to ensure data center services levels are met.

Monitor servers, networks and applications utilizing standard tools including Microsoft System Center Management, SCOM, Solarwinds and VMware vSphere.

Took ownership of the incident/request and drive for resolution.

Support and escalation of operational issues including network, hardware and software.

Serve as primary initial responder within the Network Operations Center in notification, identifying, troubleshooting, and resolving network and application issues.

Thorough documentation of incident and problem details in near real-time utilizing Service Manager Console ticketing system.

Provide 24x7 support staff rotation at NOC facility of data center.

Business Only Broadband, Westmont, IL Aug 2011 to July 2013

NOC Technician

Perform initial tier 1 troubleshooting techniques to attempt to resolve incidents in regards to multipoint or point to point wireless internet access.

Responsible for managing service request and executing standard changes with minimal supervision. Communicates, collaborate and act as a team player with others to insure continuity and coordination of services.

Configure, programmed and bench tested wireless radio and Cisco catalyst 2960 switches for installation.

Accept on-call responsibilities on a rotating schedule with other technicians.

Independent Consultant Aug 2010 to Aug 2011

Purchase / Installation /Maintenance: Motherboard, CPUs, Memory, CD Rom Writers, DVD Burners, Cases, Keyboards, Mouse, CRT/LCD Monitors, Laser Printers, Scanners, Desk Jet Printers, Power Switches.

Software Installed: Windows XP & 7, Office 2003 & 2007, McAfee, Norton, and multiple programs specific to each client’s requirement.

Designed and Installed computer network system with broadband internet connections.

Valcom, Itasca, IL June 2006- April 2010

Computer Technician/ Break - Fix

Maintain, configure, and troubleshoot PC’s for such client as Pepsico, American Dental Association, HSBC, and several large clients.

Setup processes and procedures for imaging, configuring many types of client systems.

Provide desktop support via phone and at customer desk.

Configure Blackberry

Installing of local and network printers.

Owner and Operator, M&A Technologies, Westmont, IL Jan 2003- May 2006

Computer Technician/ Independent Consultant

Repair, deploy, maintain, troubleshoot and upgrade all types of Pc's and Peripherals.

Load software and drivers.

Installing and maintaining local and network printers.

R.S.S. Enterprise, St. Charles, IL Oct 2001 - Aug 2002

Computer Technician/Cable Installer - High Speed Modem

Install cable television and high speed modem for home and business.

Utilizing all computer operating systems and hardware settings

Installation of a network interface card and the configuration of TCP/IP to receive an IP address.

3Com/ US Robotics, Rolling Meadows, IL Apr 2000 - Sep 2001

Computer Technician/ Technical Support

A contractual position that provide technical support for end users analog modem nationwide to improve their overall perception of U.S. Robotics and interface software being used.

Continuously diagnosing, addressing and resolving difficult technical issues of analog modem in operating systems such as Windows, Mac and Linux.

EDUCATION

28 Week Training Course - MicroTrain Technologies – Lombard, IL

Cisco Certified Network Associates (CCNA) Training Program

Cisco Certified Network Associates Security (expired)

Cisco Certified Network Associates Voice (expired)

Microsoft Certified System Engineer – MCP (expired)

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