Customer Service Active Directory

D an iel Genao

*** *. *** ** * t #*b, B ronx, N.Y. 10454 P hone : 646-***-****

E ma il :acb1vi@r.postjobfree.com

EXPERIENCE:

Li & Fung Group: Computer Service Desk

Service Desk Support level 1, June 2012 – September 2012

• Assist 10,000+ Mac/PC users nationwide including China & newly acquired companies

resolving about 60 tickets a day with diverse hardware and software issues via phone calls and

email inquiries

• Create/track incident tickets through Service Desk Express (SDE)

• Manage permissions, policies, and passwords of users/groups through Active Directory

• Reference/Create/Edit/Disable Email Accounts & Distribution Groups in 2007 & 2010

Microsoft Exchange Server

• Create/Manage users accounts, lockouts, and activation passwords for blackberry users

using the BES Server

• Manage accounts, permissions, policies, and passwords to SAP & Citrix accounts

• Troubleshoot OS/software/printer issues and pushing software upgrades through LanDesk

Remote Control

• Personally responsible for creating/disabling users through Active Directory, following a

strict protocol with HR

• Provide remote Mac support using Casper Remote Control

• Setting up international voice conferences for all employees using Cisco Meeting Place

• Voicemail Account administration and password reset using Cisco Unity

• Interpret, analyze, research and resolve simple to moderately complex incidents and

determine appropriate solution.

New York City Law Department: Computer Helpdesk. New York, NY

College Aide Level 2, June 2011 – June2012

• Log, delegate, and close help calls directed to the Agency’s centralized Help Desk.

• Calls related to Microsoft Office, E-forms, Windows XP Professional, Hardware and

Agency office equipment.

• Delegate Help Calls that cannot be solved over the telephone to 2nd level or higher support.

• Resolve 1st level problems while communicating clearly and effectively with callers.

• Use Active Directory to reset passwords and update user profiles.

Profile Agency Inc.: Customer Service Department. New York, NY

Underwriter Assistant, June 2008 – June 2011

• Review and upload and process customer applications with brokers

• Sort and index all outgoing mail

• Assisted with answering phones and helping customers

• Assisted underwriters with their projects and various tasks

• Taught new employees how to use ImageRight insurance software

• Ran occasional errands when needed

SKILLS:

Operating Systems: Windows 95/98/2000/XP/Vista/7, Linux; Mac OsX (10.5.8, Lion, Leopard,

Tiger),

Proficient in Microsoft Office Suite, Active Directory, Microsoft Exchange, Network

Printers/Scanners

EDUCATION:

Pace University, Seidenberg School of Computer Science and Information Systems, New York,

NY

Bachelor of Science: Computer Information Systems, Minor: Business

Graduation Date: May 2012

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