Service Active Directory

EL AMIN DAOUDA

Oakland Falls Court • Lawrenceville, GA 30044 • *********@*****.*** • 770-***-****

PROFESSIONAL SUMMARY

A creative thinker with strong analytical skills, sound reasoning capacity that possesses professional

experience in technical service, database maintenance and development including knowledge in

different programing languages.

TECHNICAL SKILLS

MySQL, Development, RightScale, HTML5, CSS, JavaScript, Network, SKILLS Operating System

Windows Server 2003-2008, Windows 2000 Professional, Windows XP, Windows 7, MS DOS, Working

knowledge of Linux. Software and Utilities Active Directory, Symantec anti-virus, MS Exchange, MS

Server 2003, MS Office, Microsoft Anti-Spyware, Management Console, Remedy, SQL Database, HTML,

FTP, SSH, Telnet, Outlook, Microsoft Remote Desktop, and AS400

WORK EXPERIENCE

Technical Operations Support Engineer 2014-Present

Classworks by Curriculum Advantage Lawrenceville, GA

• Created T-SQL stored procedures to automate our day to day activity and query requests for reports

• Use SQL and different forms of coding to query our database to get accurate and formatted

information for users

• Conduct extensive testing of developed stored procedures with other departments to make sure that

the calculations posted by the stored procedures are 100% accurate.

• T-SQL query, query the database, import the results into excel and access tables, then post the

results on our IT data share

• Document and provide technical insight to Classworks defects using back office tools

• Perform identification and troubleshooting of recurring platform issues Provide pre-sales and

implementation

• planning and technical consultation

• Troubleshoot Linux host issues, including operating system and application interaction

• Troubleshoot basic server-side networking/connectivity issues

• Install, configure SQL Server2012

• Good understanding of SQL Server Backup and restore processes

• Experience with database triaging, tuning and monitoring

• Querying SQL server, views, Triggers, Stored Procedures, and Functions

Help Desk Analyst "Epic Go Live" 2013-2013

WellStar Health System (Contract) Marietta, GA

• Provided telephone based support for the “EPIC Go Live” rollout at Wellstar

• Logged all calls with detailed information in Remedy ticket system assuring accuracy

• Provided excellent customer support and follow-through resolution with perfect telephone etiquette

• Reset user passwords using Novell ConsoleOne and Active Directory

• Managed security rights in memberships of Active Directory

Help Desk Analyst 2013-2013

Sage Lawrenceville, GA

• Provided technical support for all service tickets entering the Service Desk

• Restored service to affected user(s) in the course of resolving tickets, using different methods

• Performed remote troubleshooting via provided tool sets (WebEx)

• Used the ServiceNow knowledge base system to determine the root cause of a problem

• Assisted with system configuration and diagnostics, hardware and software diagnostics, and

processing requests for hardware repair or replacement

• Notified the Incident/Problem Management group of trends in incidents

• Reviewed and recommended changes to support processes to ensure continuous improvement

of the incident handling process

• Collaborated with other Service Desk personnel on projects for Service Desk improvements

• Lead Service Desk training to keep the team collective knowledge up to date

Application/Support Analyst 2010-2013

Cox Enterprise (Manheim) Atlanta, GA

• Troubleshoot and resolved application issues related to IT users and services

• Experience with Windows 2003/2008, XP/Vista/7 operating

• Reviewed Windows event logs and windows administrative tools

• Installed operating systems, formatted hard drives, and set up computers on network

• Set up permissions, access, creating and maintaining user groups, reset username and

password using active directory

• Experience troubleshooting Network issue (Ping, Network Trace, Network Monitor, Nslookup, etc.)

• Logged and tracked tickets with BMC Remedy and CRM Ticketing system

• Troubleshoot database and custom application issues, create stored procedures, advanced queries

• Experience writing and troubleshooting SQL Database

• Use SQL select queries to find issues and use UPDATE and ALTER statement to fix them

• Assisted 1st level support internally as well as providing external support for customers

concerning complex requests

Application Support Analyst 2008-2010

Innosource Business

• Provided Technical Support to all customers

• Installed operating systems, formatted hard drives, and set up network printers

• Outlined program improvements for better functionality

• Allowed different to access secure file on the servers, secured file transfers

• Remotely controlled users PC's Microsoft Remote Desktop

• Assisted team members with spyware, Outlook, printing issues, and various other technical

support using

EDUCATION

Bachelor of Information Technology, Network Administration 2014

American InterContinental University Atlanta, GA

CERTIFICATIONS

Oracle Certification Associate, MySQL 5

Oracle license 1Z0-870

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