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Active Directory Desktop Support

Tallahassee, FL
March 19, 2019

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Richard David Reeves Tel 850-***-****

Experience: 2015-Jan 2017-Feb


Feb 2010-2015

July 08-Jan 2010

Dec 06-July08

Dec 07-March 08

Sept 03-Dec 06

May 98-May 00

Grand Strand Regional Medical Center

HCA Information Technology & Services

Technical Support Analyst

Serves as first-level contact for employee support functions leveraging

phone, email, ticketing system

11 years in help desk support environment

Mentors, trains and supports entry-level technical analysts

Knowledge in desktop virtualization and thin client technologies

Develop and maintain processes that optimize Active Directory performance

Exchange management activities, Office 365 administration

Leads projects with management, business users, IT staff, and external users to efficiently configure conversions,

Executes test procedures to ensure configurations are correct pre-go-live

Maintains documentation for each incident or request, and escalates complex problems to the next level of support per documented procedures

Analyzes and provides hands-on support for simple to moderate inquiries. Determines appropriate technical area or vendor to resolve the problem and coordinates with other technical areas, as needed

Performs preventative maintenance

Performs facility-based moves, adds, and changes as needed

Reports findings, root cause analysis, action plans for remediation to leadership

Knowledge of managing an OSD image for large corporate environments including unattended/silent installs of Window operating systems and workstation software

Extensive Knowledge and experience in the implementation, administration, reporting, and configuration within the SCCM Enterprise environment

Experience installing, maintaining and supporting 3rd party applications

Responsible for making sure that all Pyxis Medstation (automated medication dispensing system) upgrade within all departments went as planned.

Southeast Regional Service Desk

HCA Information Technology & Services

Service Desk Analyst

Excels in the sensitive method of working with physicians Installing/Supporting applications and process of obtaining access to applications

Addresses and resolves basic to advance incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility

Process Flow/Call-Tracking via Calabrio and Remedy,

Creates a positive customer support experience and builds strong relationships through understanding, ensuring timely resolution or escalation, communicating on progress, and handling customers with a professional attitude

Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact

Maintains and protects confidentiality with regard to all aspects of patient care and employee information

Mastery of Windows operating systems; thorough understanding of advanced network concepts, application interoperability, AD architecture, group policies, and Windows security.

Demonstrated ability to learn customer support processes and techniques

Strong analytical skills. Ability to solve problems

Competency in MS Office Suite

Strong understanding of HCA security-related procedures

Prior experience supporting customers in use of application software

Responsible for project organization and documentation

Enjoys working with employees and physicians

Service Plus Office Machines Tallahassee, FL

Printer/Network Technician

Setting up and configuring Canon iR 1023 to iR 105 network and stand alone

printers by way of ISP’s SMTP and DNS servers manually or RUI using DHCP

Installation included but not limited to running RJ -11, RJ-45 cables, switches and routers, shared drivers, all types of boards and memory,

reformatting HD, flashing HD with updated system software

Maintained, repaired, and trouble shot all desktop printers in the field and was responsible for all shop machines diagnosing repairing and warrantees

Troubleshooting problems with clients in the filed or over the phone

Scott’s Fertilizers Inc. Tallahassee, FL

Desktop Support

Setting up and configuring initial LAN network, wireless network and WAP’s

Responsible for maintaining good hygiene of entire network

Trouble shooting and system issues reported by customer

RJ-45 installation, routing to network closet trouble shooting

Active Directory password resets, permissions, and groups

Formatting HD (desktop/laptop)

Troubleshooting /Assisting users in layman’s terms patiently and professionally at all times.

Smartsource Inc. Tallahassee, FL


Setting up and configuring network printers with multiple trays

Maintaining customer relationship via problem-solving and people skills

Hart Lawn Care Tallahassee, FL

Crew Leader

Supervising team of 4 crew members for mowing, trimming and fertilizing

Responsible for all customer interface on the job

Administering and Managing chemical applications for treatment of lawns

Florida State Archives of Florida Tallahassee, FL

Records Manager

Interacted with other state agency officials on behalf of Records Department for vault entrance

Fulfilled requests from customers by duplicating maximum security microfilm

Answered 75 line switchboard of incoming calls

Alphanumerically and electronically logged all incoming and outgoing state records with 100% accuracy

Managed all microfilm deliveries via shipment trucking services

Scheduled mass disposals based on retention schedule


Jan 06–Nov 07

Jan 02-June 04

Computer Skills:

Keiser University Tallahassee, FL Associate of Science Degree: Computer Networking and Security Management

Tallahassee Community College Tallahassee, FL Associate of Arts: Sociology (2 classes needed)


LAN and WAN, VPN Remote


Port to Patch panel experience



All Internal PC Components

Impact/Inkjet/ Printers (all makes)

Networking Devices

Telephony Systems

Configuring and Implementing Firewalls and IDSs

Cisco (configuring Routers and Switches

Cisco CM and Cisco VM

Cisco Cameras


Share Point


Operating Systems:

Microsoft Windows Server Environment

Windows 10/8/7/XP/2000/NT



Active Directory (Extensive and Repetitive Experience)

Exchange Server Experience with Office 365 administration

Microsoft Office Suite


Smart Draw

Macromedia 8

GE Centricity

Personal Skills:

Excellent self-managerial and interpersonal skills, independent thinker, self-motivated, creative problem solving, funny, easy-going and hard-working.


Salt water fishing, sharing knowledge with novice users


Canon ‘s Systems & Technical Support Division Applied Technology

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