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Customer Service Active Directory

Bloomfield, NJ, 07003
November 20, 2018

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** ******** ***

Bloomfield, NJ *****

Phone 908-***-****


Melvin Teasley

Professional Summary

Results-based IT professional specializing in an array of services including email, Active Directory, and Windows server administration. Experience supporting corporate IT infrastructure including installation, maintenance, and upgrade of systems. Developing and implementing standard operating procedures to ensure optimum performance. A strong problem solver and client management skills to provide technical and troubleshooting support for issues of varying complexities. Completes assigned projects in a timely manner, while delivering high service standards.

Core competencies/areas of expertise include:

Compliance Management/Audits Business Process Improvement Sarbanes-Oxley; Business Transformation Management Reporting Staff Development; Cross Team Collaboration; Project Management; Leadership/Training System Design/Development Performance Management / Change Management

Versatile Windows System administrator skilled in front-end technologies, including VMWare. Dedicated to providing the highest quality customer service and maximizing company profitability. Possesses active security clearance. Personable team player offering advanced technical knowledge and a can-do attitude focused on cultivating positive and productive

relationships both internally and externally. Excellent customer service and product support abilities. Analytical IT professional who applies hardware and software design, installation, administration and configuration knowledge to support growing businesses and increase productivity.


Exchange Administration;, Remote access support,, User account creation, Preventative maintenance expert, Print servers maintenance, Data backup and recovery systems, Superb interpersonal skills, FTP servers knowledge, Mobile devices, Firmware upgrades knowledge, MS Windows Server including Active Directory, Account security maintenance


1981 - 1985 Philadelphia University Philadelphia, PA

BS Accounting

Professional experience

07/2017 – Current Altice USA Newark, NJ

Technical Support Rep

Provided technical support with the day to day activities associated with cable, phone, internet problems

07/2009 – 12/2016 Linde Gases Bridgewater, NJ

Regional Messaging and Directory Services Administrator

Provided technical support with Lotus Notes administration, created Active Directory user accounts, File server administration, share creation and maintenance and data backup/restore in excess of SLA timeframes, enhancing the customers’ ability to achieve and surpass their targets.

Ensured end user/client satisfaction and optimal system performance

Developed, published, and maintained administration and support standards and procedures for email and Help Desk, as well as Best Operating Procedures for the department.

Supported infrastructure projects and application updates, implementing and mapping strategy to rollout Outlook to 3,000 users. Enabling a more efficient and cost reduction to company wide collaboration.

Monitored 5 company wide trouble ticket queues ensuring all requests and incidents were handled expediently and effectively.

Communicated with vendors and service providers to minimize and resolve outages and periods of reduced performances.

Documented all server problems and unusual events in detail.

Diagnosed system hardware/software problems using advanced root-cause analysis.

Completed remote repairs involving software issues.

Served as liaison between user community and software providers.

12/1994 – 06/2009 Linde Gases Murray Hill, NJ

Exchange/NT Administrator

Provided infrastructure support including installation, administration, maintenance, training, and end-user support for ccMail, Exchange, and AT&T Mail. Provided technical guidance and operational support, managing and troubleshooting issues to ensure timely resolution to minimize work disruptions.

Successfully rolled out ccMail Mobile to 150+ sales force staff which reduced client communication time, resulting in 26% increase in client contract signings.

Installed and configured mobile maintenance scripts for all Senior Executives and provided training minimizing remote down time.

01/1986 – 12/1994 American Express New York, NY

Email administrator/Help Desk Analyst/Accounting Superisor

Provided email administration for the New York and Phoenix, AZ Financial offices.

Monitored 2 trouble ticket queues for the Accounting and Finance departments.

Provided monthly accounting reports for over 100 Business Travel clients used for supporting documentation to prepare client payments and General Ledger entries.


Awards received

Received 95% or higher positive customer service rating for 36 consecutive months.

Promoted to Technical Team Lead for department after just 24 months.

Received the 2013 Rise Support Superstar Achievement Award for outvice.

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