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Active Directory Help Desk

Sanford, NC
October 07, 2018

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Christopher H. Shover

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

Sanford, NC



●An established help desk analyst looking to upgrade his career to new challenges.


● July 2009

oTechnical Diploma: CompTia Server + 2016, CompTia A+ (603), Microsoft Certified Professional

●Penn State University at Harrisburg, May 1994

oBachelors, Mathematics Education

Work Experience

HCL America, Inc.

11000 Regency Parkway, Cary, NC 27518

May 28, 2018 to Present

Service Desk Analyst

●I triage inbound calls and emails from SyneosHealth employees.

●Our desk has a typical Level 1 scope of Active Directory password reset, Windows and Outlook troubleshooting as well as application support.

●Since this desk sits off-site, Citrix, Remote Desktop, and Team Viewer are the tools used for diagnosis of client issues.

●Tickets beyond the scope are routed to the appropriate team.

Community Care of North Carolina, Inc.

2300 Rexwoods Drive, Raleigh, NC 27607

February 12, 2018 to April 30, 2018

I.T. Infrastructure Support Coordinator

●My responsibilities include generating purchase order requests and assisting internal employee's with computer issues.

●Dell Hardware Support requiring diagnostics and part replacements.

●Windows 7/10 support of imaging, troubleshooting drivers, screen resolution, printers.

●Mitel IP Phone configuration for phone number assignments.

●Active Directory User Administration for account unlocks, password reset and account creation and expiration.

●Office 365 migration and administration

●New Employee On-boarding using all the above systems to make employees productive on the first day.

CompuCom, Inc.,

8106 Calvin Hall Rd, Fort Mill, SC 29707

June 10, 2010-February 10, 2018

Global Data Help Desk Analyst

●CompuCom provides staffing for IBM providing Help Desk services to Cisco Systems RTP.

●Composing Trend Reduction reports from the BMC Remedy 8 Service Tracking System Universe of SAP BusinessObjects and Microsoft Excel to drive initiatives based on metrics.

●Quality Team Leadership Committee Member Data Analyst responsibilities include monthly and ad-hoc reporting of data generated by the criteria inside quality assessments.

oThis activity drives high customer satisfaction.

●Supporting Cisco end-users with regard to Enterprise Information Technology Systems:

oLenovo Hardware - break/fix and asset management requests

oWindows 7 & 10 - imaging, system configuration, troubleshooting, data back up

oMac-OS - imaging, configuration, troubleshooting, VMWare Fusion, data back up

oMobility iOS and Android - enterprise configuration for security and connectivity

oMicrosoft Active Directory - checking password expiration and group membership

oMicrosoft Outlook, and Exchange – account, email delivery, calendar, delegate, archive.

oMicrosoft Office Suite – Word, Excel, Power Point,

oOracle ERP – java, authentication, database content delivery, Supply Chain Support

oNetwork Connectivity – DNS, DHCP, AnyConnect VPN, Home and Office connectivity

●I have the unique role of resolving cases that are of a non-routine nature.

oSolving varied business problems where the work may be somewhat difficult, requiring evaluation, ingenuity and responsibility

●Morale Team Co-Chair to organize activities to brighten the workplace.

Ajilon Consulting,

5400 Trinity Road, NC. 27607

January 20, 2009 – June 8, 2010

Help Desk Analyst (Part-Time)

●This desk provided focused application support for pharmaceutical sales representatives.

References available upon Request.

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