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Active Directory Desktop Support

Location:
Virginia Beach, Virginia, United States
Salary:
Open
Posted:
August 13, 2018

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Resume:

Samuel Sandler

Desktop Support Engineer II

IT Support Specialists

**** ******** ***

Norfolk, Virginia 23503

757-***-**** • ac6niv@r.postjobfree.com

QUALIFICATIONS

CERTIFICATIONS

-Supervising IT Team-Training Staff

-Microsoft Outlook 2010-Troubleshooting mail flow/PST files/Configuring new mailboxes/Locating lost files/Mapping Users/Troubleshooting Calendar issues/Etc.,

- Advanced Technical Writing

-11 years experience Providing Desktop Support to executive level end users as well as high ranking military officers in Hampton Roads.

- COMPTIA SECURITY PLUS – SYS 201

- MCSE 2000

- COMPTIA A+• Hardware/Software

- Install and Admin 2000 Professional

- Network Infrastructure Design

- Designing Windows 2000 Active Directory Services

- Active Directory and Windows Server Administration

- Troubleshooting, Installing, and maintaining various workstation models, laptops, servers, Blackberry, peripherals, network connectivity, and software and printers/print servers

- Troubleshooting Software/Network Issues

- A+ Hardware/Software installation and troubleshooting

Network infrastructure design

- Installing DHCP, DNS, ICS, NAT, WINS, IPSEC and troubleshooting routers and servers

-Windows 7 Deployment

-Ghost Imaging

EDUCATION

ECPI College of Technology: A.A.S. Computer Science and Information Science

February, 2002 – GPA 3.8

EXPERIENCE

Cox Communications – Vision3 Inc September 2014 –

- IT Client Support Engineer II

• Responding to incoming calls as well Updating and Documenting trouble tickets using the Service Desk and BDC Ticketing software and desk-side requests to troubleshoot any and all IT related issue (i.e.: Network Connectivity, Hardware, Peripheral, Software,Etc.) Using remote software for resolving technical issues (Windows RDC)

• Installation, testing, repair, and troubleshooting for stand-alone PCs, PCs linked to networks, printers, Laptops and other computer peripherals.

• Support responsibilities include software installation, and configurations.

• This technician performs technical, operational, and training support to users of personal computers either by telephone, or on-site for PC desktop hardware and software packages.

• Job duties require the technician to install and test personal computers, printers, and other peripherals, configure Operating system, load shrink-wrap programs and other application software programs.

• In this position, tech troubleshoots computer problems, performs hardware and software diagnostics, coordinates needed repairs, resolves computer system problems, including coordination between users and components of a local area network, and participates in the evaluation of system configuration and software.

• Also develops, trains and provides, documentation for new processes and procedures to enhance functionality of the IT Team

Technical Environment: Windows 2007/, Apple Products, Outlook, Service Desk, Windows Remote Desktop Connect, Citrix, SCCM, DELL and HP Products. (1500 end users)

Army Corp of Engineers Ace-IT ABBTECH, INC – November 2011-July 2014

-Lead Desktop Support Engineer II

IT ACE-IT team Computer Support Technician II providing support to distributed PC/networking environment

Answers to incoming calls, emails, and trouble ticket via the Remedy Ticketing System trouble tickets and desk-side requests to troubleshoot any and all IT related issue (i.e.: Network Connectivity, Hardware, Peripheral, Software, Etc.)

Installation, testing, repair, and troubleshooting for stand-alone PCs, PCs linked to networks, printers, and other computer peripherals, Apple and Android phones and tablets

RE-Imaging of desktop and laptop Computers using a variety of imaging processes (Altiris,Norton)

Support responsibilities include software installation, and configurations.

Installing and configuring Encryption Software BITLOCKER

This technician performs technical, operational, and training support to users of personal computers either by telephone, or on-site for PC desktop hardware and software packages.

Job duties require the technician to install and test personal computers, printers, and other peripherals, configure

Operating system, load shrink-wrap programs and other application software programs.

In this position, tech troubleshoots computer problems, performs hardware and software diagnostics, coordinates needed repairs, resolves computer system problems, including coordination between users and components of a local area network, and participates in the evaluation of system configuration and software.

Also develops, trains and provides, documentation for new processes and procedures to enhance functionality of the IT Team

Technical Environment: Windows 2007/Windows XP, Apple Products, Outlook, BDC Service Desk Ticketing, Windows Desktop Connect, Citrix, Altiris Imaging and software distribution. (750 end users)

Delta Education/Tek Systems, Inc - April 2011 to October 2011 –

– Lead IT Support Specialist

IT Support Contractor for Nationwide Continuing Education Corporation.

Duties include, but not limited to:

On a daily basis work to support 1800 faculty and staff at 40 different school locations Nationwide.

Provide Remote phone support using a Remedy ticketing systems and Bomgar as a remote access tool. Work involves supporting Windows 2007/XP, PC and Servers and various printers.

Advanced Troubleshooting of Network Connectivity issues, Active Directory, Print Servers, Install, images, troubleshoot, and maintain various devices to include: laptops, tablets, printers, PCs, handhelds

Software Installation and Troubleshooting

Technical Environment: Windows 2007/XP, Outlook, Remedy, Bomgar,

TEK Systems – for Sentara Leigh Hospital - Dec 2010 to March –

Leader Desktop Support II

TEK Systems Contractor providing Advanced Technical Support to the IS support staff at Sentara Leigh Hospital. Duties Include but not limited to:

Create and maintain end-user accounts, permissions, and access rights using Active Directory.

Install, images, troubleshoot, and maintain various devices to include: laptops, tablets, printers, PCs, handhelds, and wireless Flo carts.

Own and Manage issue through resolution, working with business or development groups

Implement new desktop applications and assist with migration of existing applications.

Interact with the Help Desk and customers to quickly and accurately diagnose technology issues.

Open, maintain and close trouble tickets in accordance with standard processes and procedures. Maintain timely, accurate logs of all troubleshooting activity and interactions and conversations related to issue resolution.

Work with Office Automation software, thin client technology, browser based applications, and mainframe-to-PC emulators.

Provide Level 1 LAN/WAN and supplemental Level 1 Communication Technology support to include data jack troubleshooting, network switch troubleshooting, hardware replacement, DHCP/DNS administration, and Level 1 protocol analysis.

Perform technical and managerial escalations to assure that customer problems are resolved within the necessary timeframe.

Collaborate extensively with peers, including Application support, WAN, and Communication Technologies to resolve client issues while actively contributing to a growing Knowledge Base that improves the effectiveness of our team and the information available to our customers.

Create and execute project work plans and revises as appropriate to meet changing needs and requirements. Coordinate various LAN/Desktop projects as assigned.

LifeNet Health – Aug 2010- Dec 2010

Senior Desktop Engineer II

Lead Support Specialist for national medical/tissue recovery health facility.

Provide end user technical support which includes but is not limited to: Install, image, troubleshoot, and maintain various devices to include: PCs, Laptops, Printers, Handheld Devices, and Wireless mobile Devices. Install, troubleshoot, and upgrade New and Legacy Software applications.

Create and maintain end-user accounts, permissions, and access rights using Active Directory.

Respond to Remedy Trouble Tickets. Manage Remedy Ticket Queue. Handle break/fix issues ranging from Hardware to Software, to Network and Printer, Email break fixes supporting an average of up to 1000+ end users.

EXPERIENCE SUPPORTING WINDOWS ENVIRONMENTS (WINDOWS XP AND W2K,Windows 7)

Provide LAN/WAN Connectivity support to include data jack troubleshooting, network switch troubleshooting, hardware replacement, DHCP/DNS configurations.

Work independently or with a team environment to develop new plans/projects to better assist the day to day needs of the company IT Environment

ARMY CONTRACT - FT Eustis - Ross Technologies, Inc. October 2008 – October 2010

Help Desk Lead-Systems Engineer/Supervisor of Command Operations Center

Develop, lead, and manage projects, staffed by IT Help Desk contract personnel

Provide end user support for the Classified and Unclassified DOD Information Systems Network; including Troubleshooting, Installing, and Maintaining all Workstations, Servers, Peripherals, Network Connectivity, Software Installations, as well as Printer and Server Functions.

Close 35-50 break issues per week, on average

Constantly work to improve processes and develop methods for accomplishing repetitive tasks

Act as a liaison between Ross Technologies management and the contracted Help Desk staff

Work with Government executive staff and military personnel in order to provide a higher functioning Help Desk Support Team to the end user community at the SDDC at the Ft Eustis Army Base in Ft Eustis, VA

Develop IT Service Desk Standard Operating Procedures and provide reports required to demonstrate compliance with the contract standards and SLA’s

Routinely build new systems by installing Army Gold Master (AGM) approved operating system, baseline software applications, and adding required security patches, to include but not limited to the following: MS Office Professional, MS Outlook, Adobe acrobat, Approvelt, PureEdge Viewer, WinZip, Tumbleweed Desktop Validator, Active Client

Enforce DOD, DA, and command IA Policies for the development and introduction of new IT systems.

Provide Multiple Active Directory Server Administration Tasks Various Tasks within Active Directory Users and Computers, Creating Users and computers, Adding Workstations and users to local and Global Groups, Running Login Scripts, Configuring Group Policy Objects

Provide Active Directory specific technical support that contributes to the Problem, Change, Configuration and Release Management Processes

Consistently provide monitoring, tracking, analyzing, and reporting of IT network operations

Conduct or direct scans and analysis of network vulnerability

ESC, INC. Jan. 2007 – July 2008

VIP CSR Lead Support

Respond to Remedy Trouble Tickets and manage Remedy Ticket Queue.

Handle break/fix issues for High Ranking US Naval Officers and VIP Government officials, ranging from Hardware to Software, to Network and Printer break fixes on the NMCI Network

Responsible for supporting an average of up to 2700 end users

Implementing and supporting LAN and desktop hardware and software

Provide user orientation on hardware, software and network operations as well as keep abreast of emerging operational support technologies and industry trends

Dataline, Inc. March 2006 – Dec. 2006

Lead System Help Desk Support

Log Remedy Trouble tickets and respond to IT customer support calls concerning the following: Network issues, Security, Application errors, SAP application problems, Mapping Drives, Implementing and supporting LAN and desktop hardware and software, etc.

Act as a liaison between the customer and other technical groups to resolve network and hardware problems

Provide user orientation on hardware, software and network operations as well as keep abreast of emerging operational support technologies and industry trends

APEX Systems Inc. Sept. 2005 – Dec. 2005

IT Specialist

Installation, Networking, and Migrating Windows and Unix Based Equipment in conjunction with the NMCI Project at various Naval Bases for the US Navy in Hampton Roads.

Install Desktop Workstations and Laptops

Migrate software and hardware into offices and connect them to the Navy’s Secured and Unsecured Network

Train end users to use the new equipment, and offering support.

Speed of Sound Production & Designs, Inc. July 2004 – June 2005

Network Engineer II

Designed and built an infrastructure for "Speed of Sound Recording Studios"

Maintaining and configuring of Routers, Switches, etc.

TDS Inc. June 2003 – Feb. 2004

Network Engineer II

Monitoring, Designing, Maintaining, and Configuring of Routers, Switches, Etc

Received Trouble Calls and lend support to entire Network

Worked a secured lab environment building, testing, and implementing state of the art networking devices

Performed routine checks of Windows and UNIX based Server as well as various Firewalls, Routers, Switches, Web Caches, Load Levelers, and Mail Relay Devices that make up the entire US Navy Communications Network

CACI International July 2002 – June 2003

NT/Unix Operator

Received calls and lent support to the Network on the NETS NEMAIS project for the US Navy

Premier Microsoft member of the NT/2000 Operations Team

Perform routine checks of Windows and UNIX based Servers, which included the following: File system Usage & Mounts, Print Queues Status, Network Interface Information, Relevant Processes, Error reports, Mail Check, Login & Logout History, User Activity, Sudo Activity, Security Audit Logs, Security state of system.

Assist in the briefing and training of fellow Team members and Shift leads

Design, create, and document new procedures, as needed, to develop a more proficient team environment

Landstown High School Dec. 2001 – March 2002

Assistant System Administrator

Network workstations with Windows 2000 and Novell Servers

Maintained connectivity, File systems, Loading and configuring software and hardware

TARMAC America, Inc. April 1996 – Aug. 2000

Marine Towing Vessel Captain/Pilot Operator

Captain of marine towing vessel, responsible for the Safety of a crew of up to eight men and millions of dollars worth of materials

Licensed by The U.S. Coast guard to Captain a vessel of 200 Tons on Inland waterways

REFERENCES:

(Additional References available upon request as well as recent Performance evaluations and letters of recommendation)

Brian Keith Simpkins, MIS, PMP, SEC+

Ross Technologies, Inc. (RTGX)

8825 Stanford Blvd. Suite 306

Columbia, MD 21045

ac6niv@r.postjobfree.com

Cell: 301-***-****

ac6niv@r.postjobfree.com

Donald Broadbent GS-15

SDDC-Scott Air Force Base IT Operations Director

ac6niv@r.postjobfree.com

618-***-****

*Col Reginald Horton US ARMY

FT EUSTIS OPERATIONS

757-***-****

ac6niv@r.postjobfree.com

*Patrice Smallwood (EDS, INC)

Department of Defense Queue Management

NSA/NOB (Hampton Roads)

757-***-****



Contact this candidate