Customer Service Active Directory

Christopher J. Lucas

*** ****** **. ***********, **. 01073

home#: 413-***-****

Email: *******@*******.***

WORK EXPERIENCE

United Health Group - Contractor

September, 2013 - January, 2014: CONTRACTOR:

HELPDESK ANALYST

- Supporting internal customers in an International environment

- Password trained - support of 4000 systems and applications utilizing

HPSM and Knowledgebase to triage, fix and document problem resolutions or

escalations

TDBankNorth - Contractor

June, 2012 - December, 2012: CONTRACTOR: DATA

SECURITY ADMINISTRATOR

- Diamond Project: Performing user terminations from multiple applications

and network resources (Novell environment)

- Deprovisioning user access in Active Directory via ARS (ActiveRole

Server), termination of email access, Blackberry deactivations via BAS,

access termination of many other end user level applications

ING - Contractor

December, 2011 - May, 2012: CONTRACTOR: APPLICATION

SUPPORT

- Helpdesk / Application support for MultiFactor Authentication Project -

Security initiative

- Supporting customers nationwide: verifying access rights,

unlocking/resetting accounts, train/educate end users in new security

guidelines and enforcing those guidelines

Fresenius Medical Care

November, 2000 - April, 2011; HELPDESK ANALYST

- Providing Second level telephone support for WinXP Desktop hardware,

software, systems and applications to Corporate end users and Dialysis

clinics in a high volume, nationwide environment

- Troubleshooting and supporting clinical, financial, and technical

applications, both client based and web-based, as well as basic MS Office

applications. Subject matter expert: Clinical applications, Lexmark

installation, configuration and troubleshooting

- Active Directory Security administration including account creation,

deletion, password modification, portal security

- Support of both office-based and wireless end users, desktops, laptops,

and docking stations

- Troubleshooting Lotus Notes software, database and administration issues

- First line support and diagnostics for Lexmark/HP/Dell printers in a

nationwide networked environment

- Configuration/Installation of Kronos timeclocks, browser

troubleshooting/java installation to facilitate Kronos use, End user

support in the daily use of Kronos Timekeeper/Workforce Central software

- Use of ARWeb (Remedy) application to document, escalate and resolve

issues between departments in a timely manner

- 24 hour On-call duties troubleshooting, escalating and resolving off-

hours issues

Blue Cross / Blue Shield of Massachusetts

June, 1992 - June, 1999: CLAIMS/CUSTOMER SERVICE

- Customer Service, national accounts; addressing claims processing errors,

policy questions and procedures - Member Satisfaction Acton committee to

enhance customer quality experience

- Claims data entry, accurate data entry of medical procedure codes,

diagnostic codes and medical modalities

- Dental specialist; processing and adjusting dental claims based on

contract, staff education in dental claims processing

- Fraud Specialist; indentifying, reporting potential fraud cases, liason

to Fraud Investigation unit, educating staff in fraud

identification/prevention

SOFTWARE EXPERIENCE Active Directory, ARS (ActiveRole Server), BAS

(Blackberry Administration Service), Mainframe applications, Intranet-

based clinical reporting tools (Progress Notes, patient lab/treatment data,

Quality Status Reports and Patient Report Cards). Support of Seimens

eCubeTM Clinicals/Financials Suite, other proprietary applications, Active

Directory console. Altiris, Remedy (ARWeb), Lotus Notes client and Web

interfaces, Sametime, Cisco VPN Client, SAP, PCAnywhere, Install/config of

Citrix client, some experience with Sharepoint, Kronos Timekeeper / Kronos

Workforce Central, Peoplesoft

HARDWARE EXPERIENCE PC Installations, Printers: Lexmark T/X series, and

HP. Installation and configuration of networked printers. ChairsideTM

touchscreen wireless interface devices, Diagnosing / Resolving / Escalating

"all systems down" crises at clinical locations

CERTIFICATIONS Novell CNA Certified, NetWare 4.11 (certified

August, 1998)

*Installation and Configuration of NetWare

4.11 Servers

*Administration of File/System Rights and

Security

SKILLS/TALENTS Excellent Communication skills; written and verbal,

documentation

Excellent Customer service skills, customer

satisfaction, resolution focused

Problem Focused, Creative and analytical thinking

Contact this candidate