Customer Service Active Directory
Resume:
ZAHN LEE
**** *. **** **, ******, TX 76039
********@*****.***
SUMMARY
IT Professional with 10+ years of collective experience working in fast-paced network and systems
support 24x7 environments; advanced knowledge of Microsoft and Mac OS X operating platforms, small
to medium server/client networks, ticketing systems and POS systems as well as stellar customer service.
Seeking to secure a Junior Network Administrator or Tier 2/3 Help Desk Support role that will utilize my
10+ years of IT education and experience in maintaining cost-efficient, high-performance, and cutting
edge network environments.
EXPERIENCE
Administration (10 years) – 24/7 data/call center, MS Windows 98 & up, MS Office Suite 2000 & up, MS
Outlook iOS & Android, MS Server 03 & 08, Windows7 deploy/update SCCM 2012, MS SQL DB,
NetBackup VMware vSphere ESX, ESXi HyperV, Citrix XenApp, Unix File System, Powershell,
Blackberry Enterprise Server (Lotus Domino), Active Directory, SharePoint, MS SQL, Mac iOS 7, OS X
10.6 Linux Redhat
Networking (4 years) – Basic Cisco Routing & Switching IOS, Cisco Routing Protocols, Cisco Packet
Tracer, Wire Shark, WinNet Monitor, Wireless Routers & Access points, DHCP, DNS, LogMeIn Remote,
CoRD, VPN, RDP, UltraVNC, Cisco CallManager Express, Load Balancing, Clustering, Virtualization,
Backups
Email (5 years) MS Outlook, Exchange Server 07 & up, Zimbra, GoDaddy Admin, Entourage Client
Ticketing Systems (5 years) – BMC Remedy, Spiceworks, CRM, MailFlow, Insite ChangeGear
Software (3 year) – Sony Vegas Pro 8, MyMicros Admin, CS Gold, Macromedia Design Studio
Mobile Support (5 years) Blackberry, iOS 7 (Apple devices), Android
EDUCATION
B.A. in Computer Information Systems, Jarvis Christian College, Hawkins, Texas 1/1999 – 12/2004
VMware Certified Associate – Data Center Virtualization Certification (VCA-DCA) 7/2014
EMPLOYMENT
CompuCom Systems, Inc. 07/2014 – Present
Tier 2 Help Desk Support Technician
• Provided Tier 2 support to end users on a variety of issues.
• Provided access and permissions to the users and groups in Active Directory
• Identified, researched, and resolved technical problems in a 24x7 Windows 7 environment.
• Used Outlook 2013 to coordinate meetings
• Used SharePoint to collect user data and coordinate Exchange email migrations
• Responds to telephone calls, email and ServiceNow Ticketing system requests for technical
support.
• Used Documents, tracks and network monitors to troubleshoot network problem to ensure a
timely resolution.
• Use of problem management databases and help desk system.
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Robert Half Technologies 11/2013-07/2014
Junior System Administrator, Help Desk Support, Win7 Migration,
Lincoln Properties (4) (Dallas, TX), Wells Fargo (4)(Irving, TX), CompuCom Systems, Inc. (2)(Dallas,TX)
• Optimized computer assets using anti-virus and anti-malware applications
• Provided helpdesk support to partnership housing managers in a Windows Environment
• Deployment and configuration of Cisco Routers & Switching protocols
• Helped resolve virus outbreak as member of a team that quickly isolated and removed virus that
had infiltrated systems
• Provide iOS iPad/Phone, AirPrint, Bonjour gateway, Apple Config Utility support
• Aided in the design, building, management and support of Microsoft Windows 2008/2003-centric
environments.
• Administrator of Active Directory and MS Exchange 2007 & 2010 services
• Assisted with the migration of 300 users from WinXP to Win7 (Wells Fargo)
• Assisted with DB and Server 08 Active Directory migration Wells Fargo)
• Provided access and permissions to the users in Active Directory
• Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities
• Racked, connected, and configured Cisco routers and switches
Sodexo (Food Retailer Contractor at TCU) Fort Worth, TX 9/2012 - 9/2013
System Support Administrator
• Provided support for over 250 Micros KW270, WS4S, & WS5 retail terminals
• Provided Active Directory and MS Exchange support for 25 WinXP, WinVista, & Win7 users
• Resolved helpdesk issues using Remedy ticketing systems
• Provided IPhone Provide iOS iPad/Phone, AirPrint, Bonjour gateway, Apple Config Utility support
and Android smartphone support
• Managed and support of Microsoft Windows Server 2008 environment.
• Created Videos for TCU’s daily menu boards using Vegas Pro 8
• Created and supported users, menu items, prices, reports & revenue centers using MyMicros
• Maintained TCU dining services website using Macromedia studio
• Strategized a way to eliminate the use of external credit card machines saving the company
$20,000 per month in analog phone line usage
Robert Half Technology 12/2010 - 8/2012
Junior System Administrator
(Quality Trailer Products(4)(Azle,TX), Heritage Highland FMS(3)(Dallas, TX), Think Finance(6)(Fort
Worth,TX), Checkpoint(4)(Irving,TX), Pier 1(4)(Fort Worth,TX), ExamSoft(1)(Fort Worth,TX), Southwest
Media(4)(Irving,TX)
• Provided first response to all incoming incident reports, request for change, password resets
through using BMC Remedy, CRM, and ChangeGear ticketing systems
• Managed access and rights to all employees via Active Directory and product websites.
• Maintain multiple VMware instances
• Supported and maintain Cisco Routers & Switches
• Provided support for Cisco VoIP phones using CME
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• Provided Blackberry, IPhone, and Android smartphone support
• VPN token access and support
• MS Exchange Administrator
• Provided access and permissions to the users in Active Directory Services
• Provide iOS iPad/Phone, AirPrint, Bonjour gateway, Apple Config Utility support
• Re-imaged old HP computers with Ghost, installing new computers.
• Citrix administration for 27 users
Tandy Leather Factor, Fort Worth, TX 12/2008 - 11/2010
System Support Administrator
• Provided system support for over 100 stores and 400 users in the US, Canada, and the UK.
• Supported Outlook 2008
• Provided support for Retail Pro 7.63 and 8.0 POS software.
• Managed users using Active Directory and RDP/VNC in a Windows 7 environment.
• Performed Blackberry Support
• Mac OS x administration
• Imaged PC’s with Ghost
• Supported machines using helpdesk tickets generated by Spiceworks.
• Managed data to insure proper polling from Stores to Warehouse and Accounting Departments
American Airlines, DFW, TX 11/2005 – 12/2008
Help Desk Support
• Managed incoming domestic calls facilitating sales and generate company revenue.
• Provided customers with superior customer service
• Supported Lotus Notes
• Supported and maintain Cisco Routers & Switches
• MS Exchange Administrator
• Provided Blackberry & IPhone Support
• Supported VPN clients
• Provided access and permissions to the users in Active Directory Services
• Managed and troubleshot various system issues under a high call volume call center.
• Managed trouble ticket database using Remedy Ticketing System
Best Buy Geek Squad, Fort Worth, TX 09/2006 –
05/2007
Counter Intelligence Agent (Help Desk Support)
• Provided in- store solutions to various personal computer problems.
• Troubleshot hardware malfunctions.
• Diagnosed, eradicated, and protected computers against all forms of mal-ware and viruses.
• Recommend the best most cost effective way to optimize the customer’s home PC functionality.
• Protected customer data from malicious attack and infection.
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• Repaired all hardware and software issues encountered on the job.
Colo4Dallas, Irving, Texas 01/2004 - 07/2006
Help Desk Support (Contractor)
• Server collocation used to provide broadband access
• Remote helpdesk
• Business server security management
• On-Call network support technician and command line support for Windows 2003 and Linux
Redhat servers and associated networks.
• Connected and configured terminals to existing data networks
References
Eric Davis
Retail Manager
Sodexo at TCU
2901 Stadium Dr
Fort Worth, TX 76129
Phone: 817-***-****
Email: ****.*****@******.***
Heather Rodgers
Procurement Manager
Sodexo at TCU
2901 Stadium Dr
Fort Worth, TX 76129
Phone: 214-***-****
Email: *******.********@******.***
Alexis Evans
Lead Technician
Allied Digital
Irving, Texas
Phone: 469-***-****
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