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Desktop Support Active Directory

Fayetteville, Georgia, United States
February 13, 2019

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Dexter L. Hand

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

Fayetteville, GA 30215 678-***-**** – Cell



MS Authenticator

Cisco VPN Client

Cisco AnyConnect

Juiper VPN Client



Office 2013/2016

Active Role Server

Active Directory

Operating Systems:

Server 2008/2012

Windows 10

Windows 8

Windows 7

Remote Tools:



Remote Desktop

Skype for Bus.


CDC LSEP Project – Chosen as one of seven subject matter experts/team leads to encrypted all laptops both new and used throughout the CDC. In charge of a 3-member team tasked to encrypt the laptops.

CDC Windows XP Migration – Operated as part of a 40-member team tasked to upgrade over 10,000 PCs throughout the CDC. Also, upgrading hardware along the way and reinstalling previous and additional software.

Prenova Inc Building Renovation – Pulled Cat5 cable throughout the building to rewire cubicle furniture. Also terminated, punched down, and tested the wiring for the building, which saved the company over $30,000.00.

Prenova Inc PC Upgrades – Did the necessary upgrades in the company for all the desktop computers by replacing bad hard drives, upgrading the RAM, and upgrading the operating systems.

Bachelor of Science, Computer Information System

DeVry University - Atlanta, GA

Graduation: June 2002 – GPA: 3.46


July 2007 to InComm (Interactive Communications)

Current Desktop Support Level II

Work as part of a 4 person desktop support team supporting 2500+ users.

Trained to handle issues from both C-level, in house, and remote users – US/Int.

Duties include setting up new hires with laptops\desktops and phones.

Use of LiveTime & Service Now tracking system to work, open, and close tickets.

In charge of setting up and deleting accounts in Active Directory/ARS.

In charge of granting permissions to shared drives, distribution lists, and mailboxes.

Duties include repairing printer issues and adding printers to network.

Use of ghost software for imaging as well as using PXE boot from the server..

Duties include using inventory tracking of laptops, desktops, and monitors.

Duties include administering Symantec VIP and MS Authenticator.

In charge of tracking any network issues from patch panel to wall jack.

November 2006 to Perot Systems

June 2007 LSEP Team Lead/SME

Trained as a subject matter expert tasked to learn and oversee the laptop encryption project.

Currently in charge of a 3-member team that is tasked to encrypt all laptops at this campus using the Pointsec encryption software and the Pointsec Media Encryption software.

In charge of making sure that any new procedures are passed down to the team.

Responsible for making sure that every step is followed and double checking to make sure.

In charge of making sure that the customer is served in a proficient and courteous manner that meets the SLA.

In charge of making sure that sufficient coverage is supplied to meet our daily quota.

August 2006 to QSS Group Inc

November 2006 XP Migration Tech

Operating as part of a 40-member team being used to upgrade all desktops for the CDC.

In charge of replacing hardware and software that does not meet ITSO standards.

While not upgrading laptops or PCs, the responsibilities also include Level II/III technical support.

Responsibilities also include printer troubleshooting.

Used the Peregrine ticketing service as tickets are assigned to techs.

Installation and troubleshooting of both wired and wireless Blackberries.

Responsible for contacting the Service Desk Liaison when issues need to be escalated to a higher support group.

Responsible for installing applications such as Monarch 8, SAS v10, and Image Edition.

Responsible for upgrading PCs and laptops using Win PE disk and using the ghosting utility for backups and restorations of images.

March 2005 to BellSouth

April 2006 Help Desk Support Specialist

Responsible for technical and administrative issues with BellSouth employees.

Responsible for handling supervisor and tech calls from nine southern states.

Troubleshoot issues with GoBook units ranging from Windows 95 to Windows XP.

Responsible for setting techs up in TAG (TechAccess GUI). TAG enables the user to use his/her GoBook (laptop).

Also responsible for the administration of setting techs up in GPS. GPS allows the supervisor to track the location of a tech.

Responsible for logging all tickets into the NOSG program manager, which allows all the requests to be tracked.

When GoBooks need repairing, the supervisor, the unit, and the ship to address are sent to the Itronix website to be sent in for repair.

Responsible for support of TechAccess 9.14, 9.12, 9.07, and 8.05 software issues.

Responsible for support of some software installations and downloads.

Primary support for all service tech or field tech issues as well as supervisor inquiries.

May 2003 to Prenova, Inc.

January 2005 Systems Support Specialist

Managed help desk and all requests.

Responsible for all technical support issues for approx. 80 end users.

Responsible for all PC/Laptop repairs and setups.

In charge of migration of all PCs and laptops from Windows 98 to Windows 2000 or Windows XP.

Daily testing of conference bridges and data connection in all conference rooms.

Monitored daily and weekly backups using Veritas 9.1 Backup Exec.

Also installed Cisco VPN client.

Setup new users/passwords and email accounts in Active directory.

In charge of software auditing using Audit Wizard software.

Pulled, punched down, and tested all new or previously installed CAT5 cabling.

Experience with Terminal Services and Windows XP remote access.

Assisted in the setup of any offsite company meetings.

Responsible for the setup of users’ phones in the NEAX mail messaging service that allowed them to have voicemails show up in their email inbox.

Also responsible for troubleshooting any phone issues.

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