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Desktop Support Active Directory

Allentown, Pennsylvania, United States
August 22, 2018

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Highly skilled Senior Technician experienced in providing PC and Client/Server technical support for small, medium and large multi-site public and private corporations. Experienced in diagnosing, troubleshooting and resolving client issues within customer/client SLA’s for hardware maintenance, software installations and upgrades. Experienced in end user training and supervision of junior technical support staff. Experienced in technical call center operations and providing service by communicating effectively with technical staff and end users. Experienced in providing white glove support to C-level executives.Having good experience in all the phases of Software development life cycle, starting from analysis, design, coding, unit testing, solution testing, UAT.


Software: MS Windows 10/8.1/7, Active Directory, Account Lockout Status 1.0, Citrix Client Server, MS System Center 2012 R2, MS Server 2003, MS Office Suites 2016/2013/2010/2007, Office 365, MS Project, MS Visio, MS FrontPage, Lotus Notes 8.5.2, Remedy Mid-Tier 7.6/8.1, CA Service Desk Manager, Check Point Mobil VPN System, Cisco AnyConnect VPN, Symantec Ghost, Altiris Console & Backup System, Prosystems FX, ATX Tax software, TaxWise Tax software, SharePoint, Blackberry Enterprise Software, Tower Systems, Hardware Encryption (Sophos Safeguard, SafeBoot, LoJack for Laptops, PointSec), VMware, Malware Bytes, Bloomberg Services, Remote Assistance (SCCM Console, Sametime Connect, PC Anywhere, Go To Assist, Team Viewer Remote Utility, Avaya Aura® Call Center Elite, Web Ex – Cisco Unified Meeting, Jabber and Skype For Business), Hip Chat, SAP Siam Responsibility Manager Matrix, Procom, Symantec End Point 12 Anti-virus, Symantec VIP Manager, AirWatch Mobile Device Management

Hardware: Desktops, Laptops, Tablets (Android & iOS), Netbooks, WinTerm Servers, PDAs, smart phones (Android & iPhone), printers and multi-function copiers

Experienced with DNS, DHCP, HTTP, FTP, MS Exchange, VOIP phone systems and network printing solutions; ability to configure and troubleshoot remote access, video conference and Skype capabilities, VPN, wireless routers, air cards and cable modems.


Client: WOLTERS KLUWER, CCH Small Firm Services – Kennesaw, GA (via Aerotek ) 11/2017 – 4/2018

Role: Product Support Specialist

Troubleshooting proprietary software running on Windows Operating Systems

Troubleshooting sharing and permissions errors on home and office networks

Assisting customers with technical software questions and errors via telephone

Documenting all customer contact accurately and efficiently within specified guidelines

Client: COCA-COLA, INC. – Benicia, CA via Apex Systems 10/2017 – 10/2017

Role: Technical Lead

Disfranchising client location and asset inventory; responsibilities/equipment included:

Collection and data wiping of Lenovo laptops & desktops; Panasonic Tough Books; Lexmark, Ricoh & HP printers; HP Proliant ML370 G4 Servers; Access Points; time clocks; hand-held devices; projectors and Avaya system phones

Client: HARMAN INTERNATIONAL - Atlanta, GA via Wipro Technologies 8/2015 – 5/2017

Role: IT Service Desk Team Leader – Midday/Overnight Shift Support

Phone support and remote support using WebEx and Goto Assist for a 24/7 global service desk providing assistance for more than 10.000 Harman employees located in India, China, Japan, Singapore, Australia and Europe

Disburse service tickets to various technical support centers (i.e., Level 1 & 2 support, server, network, telecom, SAP Services, network security and website services) for escalation, response, resolution and follow-up

Responsible for Active Directory maintenance

Provide technical leadership to midday and overnight shift team members

Installation of Mobile Services (AirWatch) to mobile devices (Android & IOS)

Upgrade of MS Office from 2007, 2010, 2013 to Office 2016 & Office 360

Upgrade to Adobe Creative Cloud applications

Installation of Symantec VIP services for remote users

Provide software installations and upgrades using SCCM Console

Remote installs and configuration of Cisco VPN

Client: SANDVIK MINING & CONSTRUCTION - Smyrna, GA via IBM/EXPERIS 4/2014 – 8/2015

Role: Desktop Support/Service Desk Specialist

Provided Tier II & III Desktop Support for 150+ on-site, remote and satellite office end users in Georgia, Wisconsin, Pennsylvania, Montana, Nevada, Colorado and Washington

Provided primary support to 6 C-level executives (CEO, Controller & Directors)

Technical support of Windows 7, Microsoft Office Suite 2010, Active Directory, Check Point VPN, Lotus Notes and web-based applications

Coordination of network support for on-site domain servers

IMAC and RFS support requests

Troubleshoot, repaired and upgraded all software and hardware

Configured and deployed new user equipment from asset inventory

Inventory management of warranty equipment and replaced, as required

Resolved tickets assigned to CA Service Desk Queue

Client: ADP – Alpharetta, GA (via Clearbridge Technology) 12/2011 – 4/2012

Role: Service Desk /Regional Support Engineer

Provided Tier II Help Desk Support for 1000+ on-site and remote end users

Dispatched in coming help desk support requests to other IT team members

Configured and deploy new user equipment from asset inventory

Removed, changed and added equipment to the domain

Client: WASTEPRO USA – Atlanta, GA (via VACO Technology) 2/2010 – 10/2010

Role: Service Desk /Senior Regional Support Engineer

First point of contact for all IT regional support for a full-service waste disposal corporation with on-site responsibility for all offices in GA, AL, MS, and NC

Technical support of Windows XP/Windows 7, Microsoft Office Suite 2003/2007, Active Directory, Citrix Client Server and Citrix VPN software packages

Provided technical and logistical IT solutions for new and existing locations

Liaison between IT, telecom and facilities management to implement and maintain network infrastructure within a LAN/WAN environment

Maintained IT SOP manuals

Client: ULTIMATE SOFTWARE GROUP – Atlanta, GA/Weston, FL 5/2007 – 1/2009

Role: Service Desk /Senior Desktop Engineer

Provided Tier II Help Desk Support for 300+ on-site users and remote clients in addition to a regional training center

Technical support of Windows XP/Windows 7, Microsoft Office 2003/2007, Active Directory, VM Ware and Citrix VPN software packages

Maintained accurate and timely asset inventory, purchasing and “help call” tracking records associated with computer equipment and end user support

Configured and deployed new user equipment from asset inventory

Removed, changed and added equipment to the domain

Provided support for off-site technical meetings and conferences.

Client: CONTRACTOR – Miami, FL 10/2004 – 5/2007

Role: Service Desk /Desktop Support Specialist

Provided on-site technical, desktop and help desk support for various clients – VISA International, SkyChef, DHL and World Wide Web Tax via contingency staffing firms (Adecco Technical & Comsys):

Ran initial back-up of each laptop/desktop

Captured user profiles

Configuration of new laptop Bios settings

Installed new laptop/desktop image from the image server (Altiris & Ghost)

Installed hard drive encryption software (SafeBoot)

Removed, changed and added laptop/desktop names on the domain

Installed and configured user profile and required software applications

Client: MORRISON, BROWN & ARGIZ – Ft. Lauderdale, FL 2/2005 – 7/2005

Role: Desktop Support Specialist

Provided on-site technical support for the Ft. Lauderdale office of a multi-site CPA firm consisting of approximately 40+ end users

Technical support of Windows XP, Microsoft Office 2003, Prosystems FX, SharePoint, Active Directory, QuickBooks & Asset Keeper software packages

Technical support of all PCs, laptops, WinTerms, scanners, printers, copiers, IPAQ and Blackberry PDAs and VOIP telephones as well as all switches, routers and hubs

Client: US TRUST BANK, N.A. – Stamford, CT 7/1999 – 9/2004

Role: AVP/Sr. LAN/Desktop Support Specialist

Provided on-site technical support for the Connecticut Region of US Trust National Bank comprised of 4 offices with 100+ end users

Provided primary support to approximately 15 C-level executives (CEO, CFO, CAO, VPs & Directors) and their families including set-up and maintenance of home computing, networking and wireless capabilities

Technical support of Windows 2000 Professional & XP, Novell Client for Windows, Mainframe Applications, Microsoft Outlook, Lotus Notes and Microsoft Office 2000

Researched, planned and implemented new software/hardware products, system security, backups and disaster recovery and documentation

Planned, supported and implemented upgrades to servers, routers, workstations, laptops, telephone and voicemail systems

Provided supervisory support of the on-site Technical Analyst for the West Hartford and Essex, CT regional offices


Automotive Technology Courses: Braking, Electrical, A/C & Heating Systems & Engine Rebuilding Central Texas College – Killeen, TX

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