Technical Support Active Directory
Resume:
Michael D. Lindsey
Bowie, MD 20721
***********@***.*** or *************@*****.***
Education:
Strayer University In-Progress
BS, Computer Information System
Central Texas College May 1989
Assoc Degree, Criminal Justice
Oklahoma University May 1987
BA, Business Administration
Western Oklahoma State College May 1985
Assoc Degree, Applied Science-Electronic Engineering
Professional Experience:
Headquarters Baltimore City Public School – Baltimore, MD August 2014 - September 2018
Help Desk Technician (Temporary Contract)
•Tier I/II team responsible for providing customer support for all IT issues and services.
•Provide technical support to Staff, Instructor and Students (Computer Labs) throughout Baltimore City for over 100 schools (Pre-K, Elementary(s) and High Schools).
•Respond to requests for assistance by phone and/or email using HEAT Ticket System
•Active Directory and Domain User Account Administration- permission, disabling and enabling users accounts for Window and MAC operating systems.
•Provided technical support for Baltimore City Public School clients and end users; respond to all PC and Network issues for user via telephone and/or remote access
•Monitor the Active Directory and Domain User Account Administration- permission, disabling and enabling users accounts and add/deletion of PC/Printer to network.
•Respond to all Request Tickets and Change Orders submitted by the end users; required resolution and/or tracked until issue is resolved through HEAT
•Install and repair of PCs hardware and software (MSOffice 2013/ 2016; respond to all MS Outlook E-Mail issues (send/receiving, user’s permission and user profile); resolving OS issues and installs and PC Imaging workstation
•Deployed updates/service packs/hot fixes using Automatic Updates, and Group Policies
•Installation of printers (network and stand-alone printers); also, troubleshooting hardware issue for Xerox copiers and Sharp/HP Printers.
University Maryland University College (Randstad Technologies) Bowie, MD September 2012 - June 2014
Technical /Help Desk Support
•First level IT support using Salesforce Cloud ticketing, responds to calls from remote sites, troubleshooting connectivity and application issues; and installation of hardware (routers, printers…etc.) and update software.
•Manage and responsible for the recording in detail the nature and resolution of all calls; resolving customer problems when possible; educating customers on the ways of keeping the problem from reoccurring.
•Maintains security and integrity of databases by assigning users passwords and users rights and establishes user log-on requirements and performs all security functions for a computer system when required; working with UNIX environment and SharePoint, Wimba (Blackboard Collaborate), Active Directory, Edu-roam, Goldmine, and Learning Education Online (LEO/D2L).
•Works closely with the users to maintain/update their operating systems software, monitoring input/output, and interfacing with Windows and Apple OS knowledge, set permissions, setup webpage, and email in UNIX environment (Polaris and Nova access and connection and SQL plus (Webpage)). Providing support with Microsoft Office products standard suite and instructed user with internet browser configurations and understanding JAVA debugging/error consoles, etc. Other software: Adobe professional/reader, JAWS software and other screen readers.
•Provides technical support for encrypted VPN tunnels with the Cisco VPN Client for highly secure remote connectivity for mobile accessing for Staff, Faculty or Students. Supports Cisco Easy VPN capabilities and the Cisco AnyConnect Secure Mobility Client and support VPN Client.
•Provided technical support to UMUC users, to include one-on-one training on use of software applications such as Lotus Notes, Microsoft Office. As well as training users on how to access departmental software applications from remote sites using communication software.
Environmental Protection Agency (About Web LLC) Washington DC February 2012 - June 2012
Lead Help Desk Technician (3 months -Temporary Contract)
•Reimage, configure, and set up workstations for new and existing CTC staff members.
•Resolved End-users requests via remote desktop, phone and, in person.
•Maintaining printers/faxes and toner inventory as well as hardware/software requests.
•Setup Tandberg CISCO (Telepresence) audio/video conferencing and conferences for EPA staff meetings and training.
•Hands on training for staff on workstation and network-based software applications.
Med-Star Health (Dell Services) -Silver Springs, MD July 2011 - September 2011
Desktop Support (3 months –Temporary Contract)
•Provided 1st level Service Desk support to internal users and external clients on applications like Windows OS, Office package, Network and Wireless related problems, Lotus Notes, VPN and SAP transports.
•Troubleshoot and isolated issues on all calls before escalation to 2nd level for support
•Enter, managed, and followed-up tickets in Remedy until resolved
•Worked independently on a variety of problem-solving issues
•Immediate response and resolution to all clients/end-user problems, questions/requests.
•Desktop PCs and Laptops imaging; printers (network and stand-alone) installation
•Generate reports bi-weekly to monitor Analyst performance on resolution rate/calls to ticket ratio
•TCP/IP configuration, upgrades, MS Office products and Internet connectivity
•Active Directory and Domain User Account Administration- permission, disabling and enabling users accounts and add/deletion of PC/Printer to network.
Environmental Protection Agency (Metro Systems) Washington DC September 2010 - January 2011
Help Desk Analyst II (Temp Position)
•Technical support for end users; responded to Remedy (trouble tickets) troubleshooting user problems relating to Window 2003 and XP issues/ network connection; and responsible for maintaining secure VPN connection to EPA network
•Provided support for Lotus Note sending and receiving of email
•Provided Support for SharePoint and SharePoint Servers (MOSS ’07) issues
•Answered phones resolving user problems and documented solutions in Remedy
•Provided first level technical support to users; troubleshooting/resolving problems; additional responsible for maintaining VPN connection for client travel and conference
•Worked independently on a variety of problem-solving issues
•Imaging (Ghost) PCs and Laptops; and installed standalone and network printers
Walter Reed Army Medical Center (WRAMC) (SAIC) Washington, DC March 2008 – July 2010 Helpdesk Tier 2
•Provided technical support for 5,000 plus clients and end users; respond to all PC and Network issues for user by desk side and via telephone and/or remote access
•Responsible for on-call and after hour VPN connection and troubleshooting; ensuring access to VPN Mapper file installed on staff/military members laptop to pass-through onto WRAMC network
•Respond to all escalated Trouble tickets and Change Orders from Tier-I Team or submitted by the end user(s); required resolution and/or tracking until an issue is resolved through Uni-Center Universal Service Desk (USv1) call logging system.
•Install and repair of PCs hardware and software (MSOffice 2003/2007; Outlook issues of sending/receiving, users’ permission); also monitored designated KIOSK machines.
•Added printers to print server and troubleshooting/repaired printers and Xerox copiers.
Library of Congress (APEX) Washington, DC May 2006 - November 2007 Helpdesk Analyst (Temp Position)
•Library of Congress clients interface for technical support
•First level support for mainframe application, Client server applications, software applications, VPN troubleshooting, and connection and general technology inquires
•Provided telephone support to users which are entered into Remedy Ticketing System and monitored throughout all phases of the tickets and escalate ticket to Tier-II/III
•Inform clients (via E-mail and/or telephone) of tickets status
•Active Directory and Domain User Account Administration- permission, disabling and enabling users accounts for Window and MAC operating systems.
•RS System (UNIX)-Client login and authentication and system problems.
REI Systems, Inc. Alexandria VA February 2005 – September 2006 Helpdesk Tier II (Temp Position)
•Resolved computer software issues and network connection problems for End users
•Chosen for a demanding project in direct support of F.E.M.A Fire grant supported-Government grants for Fire/Rescue Department throughout the United States
•Troubleshooting user problems relating to OS issues (Win 2003/XP), and Network Connectivity
•TCP/IP configuration, upgrades, MS Office products and Internet connectivity
•User rights and permission, disabling and enabling accounts, file and folder permissions and configuring security templates as per need.
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