Desktop Support Active Directory
Resume:
Steven M. Dam
Armada, MI 48005 *****.***@*****.***
Summary
Experienced eDiscovery Team member with the understanding of various collection tools and Lotus Notes server database repositories. Experienced Systems Administrator with Active Directory knowledge encompassing multiple forests and domains. Interfaced with various IT Enterprise organizations in the collection and processing of a multitude of electronic database types. Strengths include an ability to assist clients including Executive Level personnel in resolving complex IT related issues, making time-sensitive decisions, working with Legal staff and extremely sensitive information, and resolving complex hardware/software technical issues while providing outstanding customer service.
IT Skills
Win XP, Vista, Win7, Win8, Win10, Office 2016, Single Sign-on, Win Registry, Active Directory, IE, Chrome, Lync, Skype, WebEx, Lotus Notes and Domino Admin Server
Data mining via remote access of multiple pc/server platforms via various network domains worldwide
Remote desktop support of client computers using phone, email, MS Lync, Skype, WebEx, desktop virtualization tools
Hardware / Operating System (OS) troubleshooting experience
Active Directory experience creating/modifying/deleting user accounts across multiple forests & domains.
Experience with GPO management
Software patching of servers across global domains
Training in multiple program languages (Assembly, C+, SQL, Java, JavaScript, VB, Adobe Flash, Web-based apps, HTML, Windows programming/Data Structures/MS Access/Visual Studio
Training in all facets of A+ cert hardware/software troubleshooting
Back up of data storage to both local and shared drives
Troubleshooting experience with various government and private industry vendors, along with many different Help Desks covering various IT systems (Level 1/2/3)
Professional Experience
Alix Partners, Southfield, MI 2016 - 2018
Operations Support Technician – Systems Administrator
Supports the Engagement Technology Services (ETS) business unit in Southfield, Michigan. This position is a key member of the ETS R&D team, and is responsible for day-to-day operational and technical support in the area of systems & Active Directory platform operations across all data center environments.
Provide onsite and remote engineering and support for all eDiscovery Data Center services, including managing the servers, storage, systems monitoring, replication & backup, specialized software applications for the ETS business unit, user/group account creation/modify/disable permissions via Active Directory, and ticketing (Service Now).
Involved in the design, configuration, build, implementation, and maintenance of computer servers, operating systems, related hardware and peripherals, and specific application software
Analyzed server and application architecture and configurations, as well as the SAN/Storage solution, and reconfigures systems and data for optimal performance
Created/modified Active Directory user accounts & group policy across multiple forests/global domains.
Experience with Microsoft Distributed Files Services (DFS)
Utilized SCOM/SCCM enterprise monitoring solutions
Administered systems security and assigns appropriate access privileges to end-users
Stanley Black and Decker, Chesterfield, MI (via TEKsystems) 2016
Operations Analyst
Responsible for Level 2 Onsite Desktop service support and service delivery disciplines for Stanley Black & Decker’s technology infrastructure. Focusing on businesses as IT’s customer, concentrates on proactive services IT must deliver to provide adequate support to business users.
Responsible for execution of core IT service management processes such as incident management (Service Now), change management, problem management, service level management, and configuration management within assigned area
Assists with conducting cross-functional root cause analysis studies for high severity problems
Assists with imaging and deploying of hardware assets in support of a major migration
Deployment of Office 365 upgrade in support of a major software migration
Hewlett Packard Enterprise Services, Pontiac, MI 2011 – 2016
eDiscovery Team, Functional Solutions Representative – Systems Administrator
Forensic computing & data mining experience with an Enterprise IT eDiscovery Team, supporting GM Legal Staff and the GM worldwide server/client domains. Collected various types of data sources utilizing Data Radar Collector (DRC), OnTrack, Domino Admin Server and Lotus Notes User Change Log (UCL) ID file repositories. Performed remote desktop support of client computers using phone/email/MS Lync/desktop virtualization tools. Managed WinXP, Win7, MS Office, Adobe Products, IE, MS Lync configurations. Edited Windows registries, performed system boot/backup/restore procedures of user files & directories. Managed the troubleshooting and repair of many client VPN issues, involving broadband, dial-up and SATCOM connections. Performed troubleshooting involving Active Directory permissions & configurations, SCCM remote software repair and reinstallation.
Performed workstation/server and server/server data mining and forensic computing.
Managed extraction, processing and collection of eData involving many Executive Level clients, extensively using Skype and WebEx for remote access and support.
Ticketing management via Service Manager (eDiscovery/MetLife/BCBSM) and Service Center (Global Shell).
Chosen as eDiscovery Team sole Windows 8.1 Beta tester. Responsible for all installation, configuration, application testing & evaluation.
Trained of several new eDiscovery Team members in the decryption and processing of a vast array of electronic data types.
Functional Solutions Representative for MetLife, BCBS and Global Shell clients worldwide. Performed Level 1 IT Support: Resolved account issues involving a multitude of mainframe applications & virtual desktops. Performed Level 2 overflow call support of overseas support teams.
oSelected as one of six MetLife Service Desk Agents responsible for Level 1 and 2 overflow calls
oAppointed Peer Mentor for all current and new Level 1 Support Desk Agents.
oLed training in the installation/repair of SSO, Internet Explorer, Remote Access Support (RAS), Live Meeting, Livelink, HAT, DRA, Citrix, Win2000, WinXP, Vista, Win7, MS Office, Adobe Products, MS Lync, Skype configurations.
oAppointed Blackberry SME for all L1 Agents, and trained the team in Blackberry advanced troubleshooting procedures and secure email processes.
Military
305 ARRS/927 ARW (USAF/Retired), Selfridge ANGB, MI
Education
Central Michigan University, Southfield, MI 2014
BSIT (Information Technology)
Organizations
InfraGard Michigan Alliance 1/2016 – Present
A partnership between the FBI and private sector, sharing information to prevent hostile acts against the United States.
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