Customer Service Active Directory

Tai Thompson

****

Ashfield Drive, #***, Baltimore, Maryland 21244

*************@*****.*** : 410-***-****

Innovative, results-oriented risk management professional with measurable

academic and professional achievements in technical project management,

network security support/administration, and providing guidance on

Information Security related matters. Problem-solver with a passion for

technology; skilled in grasping the big picture, conceptualizing,

developing, and implementing solutions, and partnering closely with

external customers, business leaders and C-level executives. Excels in

developing and motivating highly focused teams that successfully meet and

exceed company objectives

EDUCATION & CERTIFICATIONS

JOHNSON C. SMITH UNIVERSITY

May 2003

Bachelors of Science in Computer Science

security clearance

Network+ certified

April 2013

Expected to obtain Network Security +

September 2013

TECHNICAL PROFIENICES

Specialties:

Use Cases Functional Specifications, Requirement walkthroughs, User

Requirements, Software Requirements, Business Case Development, Process

Flows, Activity Diagrams Data Flow diagrams, Workflow Models, Facilitation

skills, Document Analysis Operations Management, Process Improvement,Policy/Procedure Development, Implementing long term solution to business

problems in any identified problem area, business process redesign, Systems

Analysis & Design test management, preparation & execution, security

awareness,network security, troubleshooting servers, Domain creations,

Coordinate system development tasks to include design, integration and

formal testing, vendor management

o Languages: C++, VBA, Scripting knowledge, JavaScript, OOP (Object

Oriented programming),C#, Relational Database Management Systems

(RDBMS), SQL Queries, XML, HTML,

o Operating Systems(OS):DOS, WIN 95/98/00/ XP

o Applications/Programs: MS OFFICE (Word, Access, Project, Outlook,

PowerPoint, Excel), WPM: 90-111, Sybase, UNIX, SOE Environment, MS

SQL Server, Novell, worked with Active Directories.

o Network Configurations: With Cables such as fiber optics, Cat 5 and

Cat 6 cables, working on cisco switches and routers. Learned how to

install and configure windows 2008 R2 Standard Edition, Active

Directory to windows server 2008 R2, and DNS installing.

o Network Security: Strong knowledge on Malicious Viruses, firewalls,

IP SEC, TACACS, PKI, Encryption, Port security, and Protocol

Analyzing.

PROFESSIONAL EXPERIENCE

Lockheed and Martin - Baltimore, MD

September 2013

Help Desk Analyst- Full-time

Receiving 30 to 70 calls from CMS employees and contractors that have

access to EUA and other applications, troubleshoot IT issues and record

information in Remedy ticketing systems. Assisting Users in password

resets, passwords locked, Tivoli Remote, VPN connectivity issues, VPN Cisco

any connect, wireless connectivity issues, LAN connectivity issues,

Microsoft Outlook, and PIV card issues, RSA Token resets, and End Point

Check point Security. Transfer calls to proper help desk offices to assist

Users. Checking User ID accounts in active directory, and using Sharepoint

to troubleshoot User's issues. Assisting User's with Network Printer

connectivity problems.

CAEI CORPORATION- WASHINGTON, DC

August

2011- September 2013

Help Desk Specialist -part-time

Receiving phone calls from students from a high volume of 30 to 70 calls

to troubleshoot IT issues using the heat ticketing system

Assist students with password resets, user ID accounts in Active Directory.

Assisting students with network connectivity issues.

Printer Support for HP 9050 and Canon GPR series high volume printers

iMac, G4, Mac Book desktop computing, application and with connectivity

support

Constant Interaction with users for PC and Mac application support issues

Collaborate with team members for possible solutions within scope of

duties

Monitor print queue for supply use and/or overage

Adhere to iLab usage policies as per university administration staff

FED EX CORPORATION- HALETHORPE, MD

October 2009 - September 2013

Delivery Driver -fulltime/part-time

Importing/Exporting packages, envelopes, and equipment from businesses,

homes, and government offices. Dispatch deliveries to other drivers that

are in route to pick up or deliver packages in a timely fashion. Develop

relationships and customer service with both internal & external clients.

Daily safety inspections on equipment & trucks. Currently provides

verification and complete required documentation and reports. Identify

potential issues and then follow through with making adjustments as

needed. Multi-tasking while working independently as well as with teams.

Rent-O-Wreck -Randallstown, MD

July 2008 - October 2009

Data Entry Clerk

Keeping records on car rentals on our database that consists, cars that

were rented from the date it was rented, and brought back, and also

recording the mileage on our rentals. Keeping Insurance records on

customers who are qualified to rent cars and then taking it out our system

once the car is back in our possession in good shape. Checking with our

mechanics, and Detail squad to see if any repairs need to be done on our

rentals, and if rentals are clean, and ready to be rented

LINE CARE-COLUMBIA, MD

October 2006 - July 2008

Service Technician

Van carrier for transporting oxygen tanks to patients with respiratory

problems. Setting up oxygen equipment for patients to use, and operate in a

safe manner. Repaired and modified supplies during malfunctions. Performed

weekly status updates with customers. Priority Setting/Multi-tasking.

DEFENSE CONTRACT MANAGEMENT AGENCY (DCMA) - SPRINGFIELD, VA

February 2004 - August 2006

System Engineer

Knowledge of development methods and applications. Complete understanding

of sensitive information and confidentially requirements. Effective

communicator who readily interacts with staff at all levels of an

organization, as well as clients and vendors, including mediating between

various business groups to ensure the achievement of corporate and project

goals. Administration in Novell products such as Netware 6.5, eDirectory,

ichain Web Security Server and Novell Portal Servers. Install and configure

Netware Servers on the enterprise network that consists of 12,000 users.

Applying integrated active Directory and Novell eDirectory using XML code.

Creating Domain user accounts and Local user accounts in Windows 2000 and

Windows XP for Active Directory. Configuring and troubleshooting

Application Servers, Member Servers, Standalone Servers, and Index Servers.

Support programming network features, device driver development, and new

architecture of network equipment systems ranging from switches and routers

to Web services and voice-enabled network applications. Coordinated system

development tasks to include design, integration and formal testing.

Oversees all transitions into production. Develop and complete actions in

system specifications, technical and logistical requirements and other

disciplines. Create and maintain programmatic and technical documentation

to insure efficient planning and execution Manage and document system

configurations.

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