Customer Service Active Directory

Joel Valdez Navy Veteran Fluent In Spanish

713-***-**** *******************@*****.***

Career Summary

A technology professional with on-going success providing effective and

efficient solutions for reconfiguration and software requirements.

Strengths include excellent troubleshooting abilities, application and

desktop support, software conversions, migrations, analysis and planning

skills. Efforts produce time and expense savings and impactful issue

resolutions.

Success includes participation in one of the largest and most successful

mergers in the technology industry, between Chase and BankOne, as well as

mergers with Bear Stearns, Bank of New York and Washington Mutual. Provide

support for the installation, maintenance and upgrade of office

applications, LOB applications, software and clients typically found on

desktop PCs.

Interact and communicate effectively with customers, team members and

management while resolving issues within a fast paced, high pressure

environment.

Technology Experience

> IBM AS400, direct support for JD Edwards accounts

> Compaq, Dell, IBM Desktop and Laptops

> Superior knowledge of Lotus Notes, Outlook, Blackberry, Remote Access,

Windows 7 conversions, Active Directory VDI and printer support

Professional Experience

Interlinc Mortgage Services 281-***-****) 2013-2014

IT Specialist

1. Coordinate deployment of company's wide hardware and/or software

according to corporate technology-directives.

2. Manage asset management application. Execute critical upgrades;

maintain data integrity, and facilitate-usability-and-reporting.

3. Perform diagnostics on PC hardware failures and resolve any problems

with software applications,

Work closely with HPSD Help desk Support software on company-wide

hardware and software ticketing-system-(SLA's)

4. Work quickly and accurately to provide a fast turnaround on build and

change requests

Document-and-communicate-verbally-to-project-managers.

5. Maintain Microsoft System Center Configuration Manager (SCCM) 2007 to

stage software for delivery - including the creation of packages,

programs, collections, and advertisements

6. Execute client and profile management solutions such as Group Policy

Preferences.

Desktop and application virtualization with Microsoft, Citrix, VMware,

Quest, etc.

7. Independently and effectively manage own time to meet committed dates

to customers

perform Quality Assurance testing of own work across various target

scenarios, to ensure minimal issues-with-package-delivery-to-customer-

Virtual Desktop Infrastructure (VDI) solutions including VMware View,

Citrix XenDesktop with application compatibility testing and

remediation using tools such as ACT and various remediation

technologies (shimming, virtualization, Citrix, repackaging, etc.)

8. Use Microsoft Deployment Toolkit (MDT) to automate Operating System

Deployments Windows Vista/7 Image Development and Deployment utilizing

Microsoft Deployment Toolkit (MDT 2010).

9. MS Active Directory including setting domain policies, Group Policy,

site definition, replication, trusts etc.

10. Implementing Windows 7 features such as Bit Locker, AppLocker, Branch

Cache, Federated Search, etc.

11. Support MS OS Windows Server environment 2003/2008.

JPMorgan Chase, Houston, TX 2005-

2012

Service Desk Agent

Excellent communication/interpersonal skills.

VM- Virtual Machine

Migration MS operating systems- XP windows 7 wIndows 8

Obtain data according to a supplied checklist

Workstation configuration skills

NIC card settings

Power settings

Services

Understanding of workstation user profiles - important

Understanding of login scripts

Tech will not edit or change login scripts

Understand drive letter and printer mappings - Tech will update drive

letter and printer mappings

General understanding of application installations on workstations

AD Aware

Installation: Local, Server, Web based

Testing apps in preparation for the migration

Good interpersonal skills and appearance - Will physically be at user's

desk

obtain information with busy department managers

Organized - handling and submitting data

The configurations of workstations

Detail oriented

Observe patterns and lessons learned: things that work,

Responsive

Ability to physically visit all sites

Full project duration, including the migration itself - at that time:

Understanding of the concept of a workstation migration from one Active

Directory domain to another

Support the migration

Workstation troubleshooting skills

Application troubleshooting skills

Flexibility as to location and work hours

Team leadership

Understanding of the workstation domain AD migration process - via ADMT

(Active Directory Migration Tool)

ADMT supporting its execution

High level understanding of AD Group Policies

Configure or edit Group Policies

High level understanding of DHCP (Dynamic Host Configuration Protocol)

Past AD migrations

High level knowledge of networking, TCPIP, subnets, NATing, etc.

8 years' experience supporting Windows XP, Windows 2007 and Windows 8

desktop/laptop PCs in MS Windows Active -- Directory Environment

Experience troubleshooting hardware issues and replacing hardware on both

desktop and laptop PCs

Able to install software, patches and updates on desktops, laptops and

servers

Ability to resolve basic network, software and printing issues

Possess excellent customer service skills to meet the needs of a variety of

users

Burnett Staff, City, Houston State Texas

2003-2005

Specialist

On site at Novartis

Responsibilities

. Preparation, configuration and deployment of desktop computer systems

including desktop imaging technologies

. Installation of software and hardware

. Remote User support and troubleshooting SSL-VPN Technologies

. Proposal, maintenance and enforcement of computing policies

. Support and maintenance for company printers and faxes

. Demonstrated ability to manage confidential corporate data and

security of staff networks

. Management of multiple email accounts, aliases and distribution lists

. Management of user setup and security for Active Directory on

corporate domain and corporate portals

. Management and Configuration of Server and Desktop Backup Software.

. Knowledgeable, friendly and professional End-User Sup

.

CEMEX,

Houston State Texas 2001-2002

Desktop Support

extensive knowledge of and experience with desktop technology including,

but not limited to, desktop operating systems, desktop applications,

desktop hardware, laptop systems, desktop printer support, supported

wireless devices and peripherals.

United States Navy 1980-

1990

Sonar Tech Nuclear Submarine

> Advance electronic

> Micro mini repair

> Top Secret Clearance

> Sound Navigation and Repair

> BQR 5 subject manner expert

> Passive and active sonar

> Fire control

> Military Police, Shore Patrol

> Qualified Nuclear Weapons

> Weapon Security Guard

> Sonar Supervisor

> Fire-Control tracking Party

> Maneuvering Watch Supervisor

> USN Nuclear Submarine USS Tecumseh SSBN 628 STS1

> USA Navy Decorations, Medals, Citations and Ribbons awarded

> Battle "E "

> SSBM Deterrent Patrol, Meritorious Unit Commendation

> Good Conduct Medal, Sea Service Deployment Ribbons

> Honorable Discharge DD214 RE-R1

> Granted Top Secret Clearance on board USS Tecumseh SSBN 628

Education, Languages

Houston Downtown University 2 years of Electronic Technology

A + Certified

Steven Covey Training, completed Windows XP training

Certified Computer Repair Diagnostics

Compaq Computer Peer hiring training

Christopher Newport News College

Naval Trainer Center San Diego, Sonar Technology

Fluent in Spanish.

Member of

Navy Veterans

A plus certification

Windows Certification

School volunteer as Junior Achievement teacher

Coach middle school basketball and Softball teams

St Jerome member

Knights of Columbus

Bubblehead---Submarine Veteran

ISO Internal Inspector at Compaq

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