Active Directory Support
Resume:
Summary: Desktop support Specialist
** + years setting up, maintaining, and repairing, Desktop, and Laptop computers.
** + years helpdesk support, taking calls from end users, troubleshooting, and diagnosing issues, to facilitate timely resolution to end use issues.
5+ years system administration, filling request for new user accounts, adding users to Active Directory, and Exchange
Incident management. Monitoring system, and application outages to assure timely resolution to issues from Severity level 1, to Severity level 3
5+ years Lotus Notes Support
Using imaging applications, Image cast, and Ghost
Prioritizing, analyzing, and determining the needs of end users.
Servicing and maintaining network, and local printers, scanners, and other peripherals.
Remote support, including using Lan-Desk, Go-To Meeting, Log-me-in Rescue, and PCAnywhere
Documenting, known issues and completing knowledge base documents to assist others is break/fix repair procedures.
Setting up, and maintaining mobile devices, including Blackberry, I-Phone, and Android platforms.
Assure 100% customer satisfaction and first call resolution.
EMPLOYMENT HISTORY:
American Airlines Enterprise Technology, Tempe AZ 8/2012- Present
Operations Analyst 2/ITHD
Level 2 Helpdesk Specialist
Supporting internal corporate users.
Utilizing SCCM, and Remote Desktop to access users PC’s remotely..
Managing Break/Fix tickets, and work orders utilizing SDE
Application support
Active directory
BitLocker Encryption Recovery
Incident management.,
The Arizona Republic, Phoenix AZ, Adecco Services 7/2000 - 7/2008. 9/2010-1/2011
Workstation Specialist II
Level 2 support specialist
Imaging new PC’s for deployment to end users
Inventory and Ordering new PC’s, and Printers, for deployment.
Department equipment moves
Worked on projects to upgrade to Windows 95, 98, NT OS, Through Windows 2000 to Windows XP, andWindows 7
Lotus Notes, to Exchange conversion
J-Curve Technologies, Phoenix AZ 12/2008-9/2010
Level 2 Technical support specialist
Outsourced phone support help desk.
Phone support covering several different Technologies
Active Directory support
Blackberry Enterprise and Smart Phone setup.
Focus IT, support for Calyx Point LOS application
Broadsoft VOIP support and configuration
DHL, Tempe AZ 11/1999 - 07/2000
System Support
Worked to assist DHL easy ship customers with issues involved with DHL owned hardware
Instrumental in testing and evaluation of Windows based Easy Ship application.
Call Center environment.
MCI, Chandler AZ 6/1999- 11/1999
Computer Phone Support for Hewlett Packard Pavilion Project
Kept up to date on latest technologies to aid in customer support
US Navy Veteran
Robert D Butler
5490 W Whitten St
Chandler AZ 85226
************@*****.***
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