Manager Active Directory
Resume:
Arbee Bethay
***** *** ******* **. ****, Live Oak, TX. 78233
*****@*****.***
Profile: QA Analyst/Network Admin
Network Administrator with more than 10 years in diagnosing and
resolving technical problems in a multi-user Environment. Advanced
knowledge of Windows OS, Active Directory, MS Office, Outlook Exchange,
TCP/IP, VPN, Cisco, Avaya.
Skills Windows OS Service Manager LAN
MS Office Wisdom Center WAN
VPN Dynamics AX\ERP CAT5e Termination
Avaya MSA IMS MAC
RSA Secure Token Cisco Routers UNIX
Infra Active Directory CMS Supervisor
Remedy Performance Edge IEX
Quality Mgmt Mentor SCCM Knowledge Center Support
BOE ITIL
Employmen
t Capital Group (Randstad MSA), San Antonio, TX
5/2012-10/2013
QA Analyst/Trainer
Identify recurring problems through collaboration with managers, leads,
and data analysis.
Inspect work to measure quality and correct defects before they become
problems.
Analyzed quality and other key performance measures to plan improvement
processes and get the greatest benefits.
Standardize company-wide quality system to ensure consistent quality
and meet client's expectations, codes, industry standards, and best
practices.
Introduced KCS Management and Knowledge Centered Support Principles &
Methodologies.
Introduced a Knowledge Base ticketing system to incorporate the
Shift-Left process.
Provided coaching and development feedback.
Administer schedule adherence plans and disciplinary warnings as
needed.
Trained all Teir1 and Teir2 analyst to remedy all applications with
proper documentation and escalations.
Trained all Teir1 and Teir2 analyst on technical writing.
Introduced the article writing style guide to insure uniformity and
consistency.
Introduced the KCS hierarchy starting from KCS1, KCS2, and KCS Coach.
Reviewed all articles to insure article guidelines.
Introduced the U.F.F.A. method. ( Use It, Flag It, Fix It, Add It)
Worked with Windows 7 project team to provide end
user/application/machine and other specific data to deployment prior to
scheduling
Worked after hours to assist with imaging of PCs with Windows 7 and
office 2010 and the installation of packaged applications using Altiris
Provided post-deployment support the day after migration
Insight Global (Dr. Pepper Migration)., San Antonio, TX & Houston
1/2012- 2/2012
Desktop Support
Deployed computers from XP to Windows 7 OS and Office 2003 to Office
2010
Test configured systems for appropriate functioning and troubleshooting
for any errors found
Followed customer personal computer system hardware and software
specifications based on the configuration services being performed and
the instructions supplied.
Updated or modify Wisdom solutions for common end-user issues for a
fast RTS.
Provided 2 Level Support to Internal Help Desk resolving issues
concerning various applications.
Documented and escalated to 3rd level Support when necessary.
USAA (TekSystems Contractor)., San Antonio, TX
11/2009- 1/2012
SERVICE DESK TECHNICIAN II
Troubleshoot research, diagnose, and document using Service Manager
Ticketing System.
Handle incoming calls simultaneously with Click-to-Chat.
Research end-user solutions through Wisdom solution center.
Updated or modify Wisdom solutions for common end-user issues for a
fast RTS.
Provided First Level Support to Internal Help Desk resolving issues
concerning various applications.
Documenting and escalating when necessary to 1st 2nd 3rd level Support.
Log, track, and document all calls through Service Manager.
Weekly reviews maintaining an average 82% initial contact resolution
rate in a very high volume call center taking 10-15 thousand calls per
week.
Reporting Major Outages and engaging all necessary parties for quick
resolution.
Maintaining excellent verbal, written, and documentation skills while
engaged in critical Outages.
SWI Mamangement Co.., San Antonio, TX
11/2002 - 11/6/2009
Call Center Manager
Coached, counseled, and developed Marketing Reps and Account Managers .
Track, monitor, and post daily sales transactions.
Acted as liaison to At&t providing service recovery.
Oversaw service manager and contract entry to ensure timely manner of
all processes.
Conduct analysis and strategic planning to penetrate regions and areas
to impact our revenue stream.
Worked in Unison with the CEO and GM to strategically penetrate
businesses needing At&t products for growth.
Setup and maintain profiles for entire staff using Active Directory.
Oversaw internal and external security of network.
Maximized use of all data collecting tools introducing new methods and
techniques.
Charged with the day to day maintenance and upkeep of network
operations with little or no supervision.
Monitored all Cisco switches and routers.
Build computers for new hires when funding was not available for new
equipment.
Freelance Faith Power Washing., San Antonio, TX
/ 11/2009 - Present
Sub Network Admin
Contracto Rebuild and upgraded entire system.
r Dropped and terminated all new CAT5e .
Setup new patch panel, switches and routers.
Setup Network with Peer-to-Peer file sharing
Remapped all shared drives, folders, with various permissions.
Monitor network on a daily basis by VPN to ensure system is running
properly.
Reported status, and issues monthly to CEO or as determined.
JADCAP Machine Shop, San Antonio
11/2012- Present
Managed Services
Providing Technical problem and resolution for Active Directory Network
Test configured systems for appropriate functioning and troubleshooting
for any errors found
Repair Domain Infrastructure including DNS, DHCP, and Active Directory
Isolate and Resolve Infrastructure issues by performing Root Cause
Analysis.
Managed Active Directory structure in creation, administration of OU
groups, containers, and sub-containers.
Set policies and permissions.
Performed system monitoring, verifying the integrity and availability
of all hardware and server resources by reviewing system and
application logs.
EDUCATION PBI Institute, Pottstown, PA
1/1989 - 1/1991
Associate of Business Accounting/Management
Major: Accounting
University of Phoenix
12/2008 - 3/2009
BA Information Technology
Credits LOA
Techskills
11/2009 - 6/2010
MCSE Training
St. Phillips
9/2010 - 1/2011
CCNA Training
HDI
6/2012
Knowledge Center Support Training
Certification Completion
HDI
12/2013
Knowledge Center Support Coach Training
Certification Completion
References:
Ron Hubbard CEO SWI Management Co.
2800 NE. loop 410 ste 115
San Antonio, TX. 78216
Kerri Olfers Exec Sec
2800 NE. loop 410 ste 115
San Antonio, TX. 78216
Victor Ricondo CEO Faith Power Washing
6345 Walzem Rd
San Antonio, TX 78239
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