Active Directory Desktop Support

EDWARD REMBERT Jr.

**** ***** ****, ************ **

***********@*****.*** – 910-***-****

Summary of Knowledge, Skills, and Abilities

Active Directory Support

Cisco Remote Access (VPN)

Client Training and Teaching

Customer Service Communication Skills

Data Migration Support & Configuration

Group Policy Support

Incident & Resolution Management & Support

Internet Connectivity Support & Configuration

Inventory Management Support

Mobile Device Support & Configuration

MS Office 2003 - 2013 Support & Configuration

Printer Support & Configuration

Proprietary Software Support & Configuration

Remedy Ticket System Experience

Documenting process and procedures related to technical field support activities.

Remote Desktop Management

SCCM & Ghost Imaging Experience

System Hardware Troubleshooting & Resolution

Tier 1 & 2 Desktop-Phone Support Experience

Windows XP, Windows 7 and Windows 10 Migration

Professional Experience

State Farm Insurance/Compucom September 2009 – June 2018

Desktop Support

Assisted with server, network, hardware, and telephony upgrade work as needed.

Troubleshoot, diagnosed, and repair PC issues.

Provide detailed assistance to customers with procedural issues.

Active Directory support.

Data Transfers, Recovery and Backups.

Windows XP, Windows 7 and Windows 10 Migration.

AT&T/Randstad June 2016 – November 2016

Information Technology Support

Provid desktop and system support for Call Center Representatives.

Troubleshoot network connectivity.

Wireless Network Security/Troubleshooting.

Data Transfers, Recovery and Backups.

Active Directory support.

Utilized the Remedy ticketing system for documenting process and procedures.

Wal-Mart August 2015 – December 2015

POS Support

Responsible for participating in a regional POS/PC hardware upgrade projects.

Identify and resolve issues and problems.

Collaborate with customer/company pertaining to hardware installation, de-installation, moves and changes.

Department of Veterans Administration August 2015 – October 2015

Desktop Support

Participated in a migration / hardware upgrade project.

Data Transfers, Recovery and Backups.

City of Fayetteville May 2015 – July 2015

Desktop Support

Conducted a laptop migration and active directory cleanup project.

Data Transfers, Recovery and Backups.

Womack Army Medical Center March 2011 – March 2014

Information Technology Specialist

Provided desktop and system support for military command, medical providers, and administrators (1250+).

80% of the day included expedient hands-on desk-side support for military command, medical providers, and administrators.

20% of the day involved replying to emails, voicemails and remote support.

Windows XP, Windows 7 and Windows 10 Migration (1000+ PCs)

Troubleshoot network connectivity. Basic knowledge of TCP/IP, DNS etc.

Mobile Device Setup (iPhone, Android and BlackBerry). Any needed software installs.

Wireless Network Security/Troubleshooting.

Data Transfers, Recovery and Backups.

Active Directory support.

Utilized the Remedy ticketing system for tracking purposes

Independent Contracted Service Technician May 2008 – March 2011

Contracted by IT outsource companies to provide various type of services from installs to troubleshooting in a variety of workplace environments, including government, medical and financial facilities.

Perform manufacturer's Engineering Change Orders and Field Change Orders.

Collaborate with customer/company pertaining to hardware installation, de-installation, moves and changes.

Perform implementation of software and hardware solutions preparing new equipment, assembly of computer systems and peripherals, back-up/restore of user's data, installing standard software loads/images, initiating network connection.

Conduct site testing of hardware and software components in final checkout of installation to ensure defect-free installation.

Maintain a high level customer service to ensure customer satisfaction by advising on preventative maintenance and configurations which may impact product performance.

U.S. Army 08/2010 – 03/2011

Dept. of Veterans Admin 11/2008 – 06/2010

State Farm Insurance 08/2008 – 05/2017

Bank of America 05/2008 – 06/2008

Certifications

CompTia A+

Network+

Security+ (GFL)

Education

Cappela University

Computer Science (20 Credits)

Florida A&M University

Accounting (30 credits)

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