Customer Service Active Directory

Katherine S. Chadderdon

**** ******** ***** ***** **** Phone: (719)

***-****

Colorado Springs, CO E-mail: *******@*****.***

80923

HIGHLIGHTS OF QUALIFICATIONS

( Solutions-focused, team oriented Help Desk System Administrator

Specialist with experience and hands-on skill in the successful

operations of several highly effective Help Desk Customer Service

Environments.

( TS/SCI + Poly DoD/ TS DHS Security Clearance

( Security+ Certified as of July 2014; Microsoft Vista Certified as of

August 2010

( Over ten years of experience in installing, configuring, managing,

troubleshooting, and supporting a

variety of computer hardware and software, as part of a number of both

generalized and highly specialized support teams.

( Experienced in a wide range of server/client support environments,

network printer services, data backup systems, and end user/helpdesk

support.

( Great personality, team player, innovative, ability to lead.

COMPETENCIES

Software Hardware

Microsoft Office Suite 2000, 2003, 2007, 2010 Desktops

Remedy Laptops

Active Directory Printers/Network Printers

Symantec Antivirus Scanners

Adobe Acrobat Label Writers

Blackberry OS/BES Network Drops

NetMeeting Media Converters

Windows Mobile Fiber Connections

Remote Desktop Control Wireless Aircards

HP Printer installation and troubleshooting Monitors

Internet Explorer 6 & 7 Common Access Card Readers

Windows XP, Vista & 7 Internal PC Components

Microsoft Sharepoint Digital Senders

Simple NMIS CISCO Routers/Switches

Microsoft Exchange 5.5 Fiber Optic QA

Tivoli NetView Pulling & Running Cat5/5e/6

EMPLOYMENT HISTORY

InfoZen, Inc. April 2012 to November 2013

Desktop/Systems Administrator

o Duties: Provide single point of contact for technical support and

troubleshooting to network, desktop and/or systems hardware and software

for both CSOC and AJ sites.

o Develop, maintain and provide OS Image installations across various

networks amid multiple teams.

o Screen, refers and diagnoses internal inquiries and work requests as they

relate to maintenance of computer and related systems and peripherals.

o Installs, configures and upgrades computer hardware and software to

ensure optimal workstation performance.

o Provides end-user software troubleshooting, support and moves across

multiple locations.

o Applied advanced diagnostic techniques to identify problems, investigate

causes and recommend solutions.

o Provides phone, desk side and remote support for local and off-site

users.

o Provides guidance and work leadership to less-experienced technicians and

provide detailed documentation of procedures.

o Analyzes customer needs to determine functional and cross-functional

requirements according to priority.

o Maintains current knowledge of relevant technologies as well as ensuring

ongoing continuing education.

o Assesses the need for and implementation of performance upgrades to PCs,

including hardware, software and peripherals.

o Liaise with third-party support and equipment vendors as necessary to

maintain efficient work flow without interruption.

o Remains available for proactive and improvised support in areas not in my

usual scope in order to expand my knowledge base and to ensure the most

efficient and effective work environment possible.

Environment: Windows VISTA & 7; Microsoft Office 2007 & 2010; Remedy- ARS

User; Symantec Anti-Virus; Adobe Acrobat Reader 9, Standard 7 and

Professional 9; Remote Desktop Assistance; Microsoft Sharepoint; Microsoft

Office Communicator; Microsoft Windows AIK; Windows Deployment Services.

JMARK Jan. 2012 to

April 20 12

Position: Systems Administrator, Level II

o Duties: Provided experienced day-to-day administrator of Windows Server

2003 and 2008, Active Directory & Microsoft Exchange Server backend and

client support.

o Prioritized and executed tasks in a high-pressure environment.

o Affectively and efficiently worked alone and as part of a team.

o Provided excellent customer service via telephone and remote technical

support.

o Exemplified the provision of detailed record keeping in a ticketing

system of the steps taken during technical work as well as step-by-step

documentation of technical procedures.

Environment: Windows XP, VISTA & 7; Microsoft Office 2007 & 2010; Remedy-

ARS User and Admin; Active Directory; Symantec & McAfee Anti-Virus; Adobe

Acrobat Reader 8 - 9, Standard 7 and Professional 6 & 9; Blackberry

Enterprise Server; Remote Desktop Assistance; Dameware Remote Utility;

Microsoft Sharepoint; SCCM; CISCO routers and switches; HP WebJet Admin

Tool.

LockheedMartin at Cheyenne Mountain Air Force Station

April 2011 to Jan. 2012

Position: Help Desk Specialist, Contractor

o Duties: Resolve technical issues and answers queries by telephone in

support of internal and/or outside customer computer hardware, software,

network and telecommunications systems.

o Diagnoses, identifies, isolates and analyzes problems utilizing

historical database records.

o Route calls to product line specialists as needed as well as working with

3rd part vendors to facilitate functioning configurations of specialized

hardware and software.

o Maintains and updates records and tracking databases including alerting

management to recurring problems and patterns of problems.

o Exemplifies extensive knowledge in specialized functions utilizing a wide

and comprehensive acquaintance with, and understanding of the technical

phases of the job and their practical application to resolve problems and

situations ordinarily encountered.

o Works with minimal supervision and without established procedures both on

standard and off shifts.

o Leads and mentors other and lower level employees, may assign work and

schedule work flow.

o Usually works without established procedures, performing and wife variety

of nonstandard complex tasks using advanced techniques and requiring

extensive knowledge of discipline.

o Analyzes requirements for special projects and recommends methods and

processes to accomplish them successfully, as well as conducting research

and assisting in investigational studies.

o Supports the design/development of new or modified equipment or

methods/systems for improved performance through analysis and check-out

in addition to evaluating and resolving calibrating and troubleshooting

problems.

Environment: Windows XP, VISTA & 7; Microsoft Office 2007 & 2010; Remedy-

ARS User and Admin; Active Directory; Symantec & McAfee Anti-Virus; Adobe

Acrobat Reader 8 - 9, Standard 7 and Professional 6 & 9; Blackberry

Enterprise Server; Remote Desktop Assistance; Dameware Remote Utility;

Microsoft Sharepoint; SCCM; CISCO routers and switches; HP WebJet Admin

Tool.

TekSystems/SAIC at PAFB June 2009

to March 2011

o Position: Help Desk Technician, Contractor

o Duties: Respond to phone call queries from users and CSAs, assisting

with issue response and focusing on first call resolution.

o Perform front desk duties providing face to face contact to setup

new user accounts (NIPR & SIPR) and communicating usage details.

o Provide field and on-site support for users and CSAs for

connectivity, printer setup and cabling configurations.

o Create and maintain trouble tickets through Remedy ticket tracking.

o Troubleshoot and tone network line for connectivity, cable breaks

and port management as well as new line running and termination

utilizing CAT5, CAT5e and Fiber Optic cable.

o Provide remote assistance for first hand troubleshooting and

interactive problem resolution.

Environment: Windows XP, VISTA & 7; Microsoft Office 2003 & 2007; Remedy-

ARS User and Admin; Active Directory; Symantec & McAfee Anti-Virus, Adobe

Acrobat Reader 8 - 9, Standard 7 and Professional 6 & 9; Blackberry

Enterprise Server & PDA OS; Remote Desktop Assistance; Dameware Remote

Utility; Microsoft Sharepoint; SCCM; Simple NMIS; CISCO routers and

switches.

NCI, Inc. Technologies at PAFB Oct.

2007 to May 2009

o Position: Help Desk Specialist II, Contractor

o Duties: Provided Tier 1 (phone, walkup, desk-side) technical support

to critical operations center customers. Support includes, but is not

limited to, PC (NIPR, SIPR, Relcan & SIPR-R) and peripheral

installation and troubleshooting, basic telecommunications

troubleshooting, audio/visual systems troubleshooting, network account

management, problem/incident recording, and problem

resolution/escalation.

o Resolved as many user-reported problems as expertise permits using

available tools and following procedures and policies for the handling

of support cases.

o Facilitated contact and problem resolution for all users and

Enterprise technicians with hardware, software and applications

problems.

o Courteously obtained and conveyed concise problem information to users

while maintaining communication with customers during the problem

resolution process.

o Provided accurate and timely logging of problems and resolution for

problems in the Remedy management database.

o Assisted NetOps in troubleshooting and configuring network drops,

fiber optics and Cat5/5e/6 connections, port security, VLAN

management, correct network assignation of computers and printers.

Environment: Windows 2000 & XP; Microsoft Office 2003 & 2007; Remedy- ARS

User and Admin; Active Directory & Quest Utilities; Symantec Anti-Virus,

Adobe Acrobat Reader 8 - 9, Standard 7 and Professional 6 & 9; Blackberry

Enterprise Server & PDA OS; Remote Desktop Assistance; Dameware Remote

Utility; Microsoft Sharepoint; SCCM; Simple NMIS; CISCO routers and

switches;

VMC/Sitel Corporation at HP for USPS July 2006

to Oct. 2007

o Position: IT Help Desk Agent

o Duties: Provide verbal and remote desktop support for all of the

United States Postal Offices.

o Participate in selected team to support USPS Head Quarters and VIP

clients

o Provide support as Backlog ticket agent to resolve chronic issues and

assist with quality feedback

o Support team as back up Team Lead by training new agents, providing

ongoing mentor support, coaching on trouble ticket quality issues &

providing team with ongoing statistical data on performance and daily

trends in production.

o Follow established policies and procedures for call handling, both

with known issues and outages.

o Effectively utilize troubleshooting abilities to ascertain and correct

new and unusual problems and then forward on new information for

knowledge base expansion.

o Used exceptional customer service skills during demanding client

environment to increase customer satisfaction and self help knowledge.

Environment: Windows XP; Microsoft Office 2003; Remedy- ARS User; Active

Directory; Symantec Anti-Virus, Adobe Acrobat; NetMeeting; Remote Desktop

Assistance; Blackberry OS; Internet Explorer 6.

EDUCATION

Attended The University of Tennessee at Chattanooga for

Psychology/Computer Science

GPA of 3.3 and a member of Psi Chi Honors Society.

Completed general computer courses at ABC Computer Learning. Attended

Roan State Community College and Chattanooga State Community College for

general courses.

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