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Support Active Directory

St. Louis, MO
January 18, 2019

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**** ***** ********* **.

Las Vegas, Nevada 89166 314-***-****


I’m an experienced IT Professional with over 10 years of customer and client facing technical support experience in corporate environments. I am detailed oriented; possess exceptional customer facing and interpersonal skills accompanied by expert analytical hardware, software, and network troubleshooting abilities. EDUCATION:

Ranken Technical College St. Louis, Missouri

Major in Computer Science

Successful completion of CCNA1 Course work

Salary Requirement: $75,000 Annually


Office 2003,2007,2010 MS Power point MS Excel Jira Altiris Lync WebEx

MS Communicator Zen desk MS Office

ServiceNow Lotus Notes Remedy

BMC Service Desk Clarity Ticketing System Citrix

Go to Assist Putty Microsoft 365 Epic


Windows XP Windows Vista Windows 7

Windows 10 Unix MAC -OS


Wireless PC repair and upgrades Computer Hardware

Printers Remote Access VPN

Blackberry Support I phone, I-pod, I-pad Routers, Switches, Hubs Active Directory Cisco Networking Routing protocols Network Addressing TCP/IP configuration routers and switches Routers & Switches VOIP


Yash Technologies – St. Louis, MO – MSP IT Support Analyst 08/2018 – Current (3-Month Contract)

Provide Service Desk Backlog cleanup for one of Yash Technologies Automotive industry clients. Manage work load and project scope while adhering to project guidelines and timeline goals. Work cross functionally with third party support teams to coordinate and drive resolution for tier 3 support issues breaching SLA or taking extended time to get resolved. Follow up with users and other support teams with regular status updates on all open requests and incidents. Prepare and present reports to management on all outstanding issues and provide targeted timeline goals and expectations. Manage all request ques assigned to the Service Desk within Service Now CRM tool. Participate in data collection, reported technical issue trend analysis, and business needs assessments then report findings to integration and development teams to improve process and streamline support. Red Rook – Kennesaw, GA - IT Support Manager

05/2017 – 07/2018

Responsible for leading a team of 10 helpdesk support Analyst in the coordination and support of software, hardware. Network, mobile device, and all other reported information systems incidents and request. Direct staff and determine necessary technology advances and process improvements. Educate employees on the use of software and hardware used in the organization's day-to-day operations. Conduct one on one performance reviews with support team members. Assist in the hiring and termination of technical support staff. Provide metrics-based reports and updates to upper management and cross functional teams. Solicit and coordinate cross functional efforts with all other IT departments as needed to facilitate and streamline support of software and hardware roll outs as well as implementation of new technology policies and procedures. Manage the technical knowledge base content ensuring accuracy and relevance of polished support, instructional, and technical knowledge articles. Work Collaboratively with third party partners and vendors to establish SLA’s, SOP’s, KPI’s and create a cohesive business relationship. Macys Systems and Technology - SOC Analyst 2

03/2016 - 04/2017

Acts as single point of contact for providing technical skills in support of IT services and management of the IT Infrastructure. Independently identifies, assesses, and triages events that are identified through active monitoring or upon receiving a report. Determines course of action; resolves all level 1 and 2 events, escalates immediately as required, or escalates to Level 3 support all remaining issues. For events requiring immediate resolution (Incident Management), acts as event facilitator - determines and secures the appropriate personnel, makes initial assessment of issue to guide others in effort to identify an effective resolution, facilitates the meeting to ensure teams stay focused on immediately restoring service and publishes regular status updates to upper management on the status of the event. After Service is restored, follows up to ensure appropriate ownership for RCA and any follow up work has been assigned and accepted. Interacts with all Macy's associates across all divisions and all job titles/levels. Performs other duties as assigned.

Courion Corporation Roswell, GA - Junior Technical Support Analyst/Tester 03/2015 - 03/2016

Provide Technical support for Identity and Access Management software suite. Provide support for all aspects of the Courion IAM security suite software package and internal technology users. Support all implementation, integration, and configuration issues of the Courion Security Suite. Effectively work cross functionally and Collaborate with Professional Services, Development, and Product Engineering teams to resolve client issues. Manage change control, change testing, manage deployment of new hardware, manage release of tested and approved changes into the production environment. Complete assigned manual testing, regression testing, and QA of all developer changes and releases prior to release to production. Create and manage test cases, test plans, and document all testing activity’s. NCR Alpharetta, GA –Technical Project Manager (1-year Contract) 02/2014 – 03/2015

Communicate effectively Via phone and email with all Project associated parties to collaborate and facilitate project details and requirements while adhering to project timeline and specifications. Communicate and coordinate with onsite technicians and store management personnel to outline project schedule and server upgrade process. Communicate with third party vendors to ensure parts and technicians were available and onsite for scheduled server upgrades. Remotely perform server swaps and upgrades from existing XP and Windows 2000 POS servers to Windows 7 POS servers and related upgrades/updates to POS registers. Direct onsite technicians to assist in the completion of the server upgrade process. Backup and Transfer all required data files from old server to new server. Provide Software support and configuration support for POS equipment such as cash register terminals, receipt printer, handheld scanners, ECT. Perform SQL database queries to obtain and verify data and information. Interface Securities Earth City, MO - Systems Support Analyst (6-month contract) 06/13 – 01/2014

Respond to incoming phone calls, emails, and voicemails from commercial customers experiencing technical issues. Troubleshoot Issues with Commercial customer locations VOIP service, WIFI/ Network connectivity, WAP’s, Monitor Customer network state and manage network signals in the Manitou network monitoring tool. Proactively contact client sites when issues are noticed in the monitoring tools. Utilize SSH command line to test and trouble shoot VOIP and Network Issues. Configure VOIP phone line setting using the Star2Star portal. Document all client issues, troubleshooting steps, and support efforts for every case Maintain client records and contacts. Monsanto St. Louis, MO - Service Desk Analyst (3-month Contract) 02/13 - 05/13

Provide remote technical support to all internal and external customers via phone and email Support remote users with vpn connectivity issues. Provide remote support for local and networked printer configuration and issues Support/resolve print driver functionality and compatibility issues. Support the RSA token application for remote vpn security. Configure, and Support Altiris System Recovery. Support users with Good Mobile enterprise email application on their Mobile devices. Support users with Microsoft communicator and Lync. Provide I phone and BlackBerry setup, activation, and configuration support. Manage user’s mobile device accounts in the BES server Manage user accounts in Active Directory. Support all general Microsoft Office application issues and Questions. Troubleshoot all reported network, Hardware, and application issues. Manage and Route Remedy tickets to appropriate support teams and perform resolution follow ups.

American Red Cross Columbus, OH - Site Lead I.T. Technician (6+ months Contract) 02/12-11/12

Connecting and setting up hardware. Installing work stations. Install and configure network and local printers, copy machines and scanner devices Support print driver and printer functionality issues. Providing network and resource access and connectivity to staff. Troubleshooting all issues in a timely manner and maintaining a checklist of necessary maintenance and repairs. Researching both current and potential services and resources to improve the IT proficiency of the local chapter. Identifying and preparing hardware for safe disposal and managing asset lifecycle. Troubleshooting network connectivity, wireless, hardware, and software issues reported by users. Work within Zen desk ticketing system and create documentation for issues and processes. Provide training to staff. Conduct new hire technology orientation. Provide additional end user training upon request. Maintaining an updated inventory of software, hardware and resources. Communicate and coordinate support efforts cross functionally with outside vendors and internal staff. Perform server backups. Perform pc builds and re-imaging. Rehab Care Group Clayton MO - Team Lead Helpdesk Coordinator Mar 2010 – Jan 2012

Manage incoming Phone calls Voicemails and emails from users Requesting assistance Act as fist point of contact for all pc hardware and software issues. Answered 35 inbound calls as well as emails and voicemails. Act as first point of contact for all black berry, I-pod touch, and I-phone issues. Provide first level support for software/driver/configuration related printer issues Restore I phone, iPod, and I pad devices from backups. Configuring email accounts on I-phone, I- Pod and I-pad devices. Complete software updates, and installs on I phone, I pad, and iPod devices. Troubleshoot wireless network connectivity issues on iPod, iPhone, and iPad devices. Assist users with device password and voicemail issues on all mobile devices. Provide Tier II technical support to all end users. Assist user with Kronos Time management system issue. Respond to end users request and issues via E-Mail, Voicemail, and incoming phone calls. Track ongoing issues using BMC Service Desk incident tracking software. Effectively communicate and coordinate projects. Manage/coordinate disposal of IT equipment. Manage/coordinate support functions with 3rd party vendors. Grant users access and permissions in active directory. Apply policies and restrictions using active directory. Perform asset management duties. Create and update reference material and knowledge base documents. Remotely configure software, load hardware drivers, and map network drives and printers Provide users with status updates for all open issues.

SSM Health Care Clayton, MO - CRC Technical Support (6month contract) Mar 2009 – Sep 2009

Manage incoming Phone Calls Voicemails and emails from users Requesting assistance Build and maintain relationships with different entities and support teams. Act as first point of contact for user request and issues. Create/Update technical procedural documentation, and knowledge base entries. Document User requests and create tickets using Remedy. Manage user requests to completion while meeting established SLA’s. Track ongoing support issues and customer request to completion. Provide status updates regarding user request in a timely manner. Update user database and check for accuracy. Respond to an average of 30 calls per shift along with emails and voice mails. Provide technical assistance and problem resolution to users. Dispatch tickets to onsite desktop support teams. Ralcorp Holdings Saint Louis, MO - Service Desk Lead Feb 2008 – Sep 2008 (6-month contract)

Provide Tier II technical support to end users. Assist Users with setup of projectors. Assist in roll outs of new Printers, desktop PC’s, Laptops, etc. Provide first level Black Berry support. Provide support for VPN connection issues and remote access. Mentored new hires on helpdesk support tools and practices. Perform agent coaching and call monitoring. Prepare and present agent statistic reports reviews. Monitor agent schedule adherence ACD state adherence and productivity Respond to end users request and issues via E-Mail, Voicemail, and incoming phone calls. Track ongoing issues using proprietary request tracking software. Coordinate projects with Telephony and desktop services teams. Manage/coordinate disposal of IT equipment. Manage/coordinate functions with outside vendors. Grant users access and permissions in active directory. Apply policies and restrictions using active directory. Perform asset management duties. Keep track of inventory and supplies. Assist with IT purchasing including software licensing and hardware purchases. Coordinate Travel arrangements for IT staff members. Assist with vendor and supplier contract and renewals. Update reference material and knowledge base documents. Remotely configure software, load hardware drivers, and map network printers for users. Act as fist point of contact for JDE Financials and Business Objects users. Amdocs Chesterfield, MO - Tier 2 Helpdesk Analyst (1-year Contract) Aug 2006 – Aug 2007

Provide level 2 Technical support to end users. Remotely install network printers and drivers Document calls and create tickets using Remedy TTS. Update, and write new technical documentation, and knowledge base entries. Configure user’s access, permissions, group policies etc. in active directory. Remotely configure network settings. Remotely configure Hardware/programs through Timbuktu. Handle incoming phone calls, emails, and voice mails. Troubleshoot Outlook and Outlook Express email issues. Manipulate settings within the Firewall and Anti-Virus software for security issues. Troubleshoot supported Proprietary software. Configure IP addresses and DNS server addresses. Associate calls and tickets to outages using Remedy. Troubleshoot network Printer. Troubleshoot internet Connectivity issues. Escalate calls to appropriate authority for further investigation and resolution. Comcast Hazelwood, Missouri - Helpdesk Supervisor

May 2004 – May

Mentored new hires on helpdesk support issues and tactics. Perform agent coaching and call monitoring. Prepare and present agent statistic reports reviews. Monitor agent schedule adherence ACD State, productivity and other Metrics Conduct team meetings. Conduct performance reviews with assigned team members. Participate in the Hiring and interview process for new call center agents. Handle escalated inbound support calls, emails, and voice mails. Manage product and service sales initiatives. Sell new and upgrade products and services to existing customers Troubleshoot internet Connectivity and security issues. Troubleshoot Outlook email issues. Troubleshoot modem issues. Troubleshoot proprietary software. Manipulate settings within the Firewall and Anti-Virus software. Troubleshoot network connections. Route calls to appropriate internal departments.

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