Customer Service Active Directory

Mark A. Merriman

**** ***** ***** ** ***** Jamestown Ohio 45335 937-***-****

**********@*****.***

Objective

To continue a fulfilling career as a Network Technician and gain

experience as an Administrator

Qualifications

. AAS in Cybersecurity/Information Assurance

. AAB in Computer Networking Technology

. CompTIA A+, Network+, Security+ Xerox, HP, Dell and MCTS: Windows 7

Configuration Certified Network technician, MCTS: Windows Server 2008

Network Infrastructure, Configuring Certified Network technician, MCTS:

Windows Server Active Directory, Configuring

. I am an Analytical, detail oriented and punctual individual, I am also

a fast learner and highly skilled in all facets of computer network

hardware, protocols, security and systems.

. Experienced with Cisco Routers and WAP's. Microsoft Client/Server,

Active Directory, LAN, WAN, Subnetting, TCP/IP, Cybersecurity,

Switches, VPN Connects, Routers, SOHO Routers, Modems, Network Storage,

Firewalls, Web Servers

. Experienced with Windows 7, Windows XP, Windows Server 2008, Outlook,

Excel, Norton Ghost, McKesson Garth, Footprints, Carecast, DameWare,

CheckIt

. Established high quality, prompt, results-driven, and proficient

customer service and assist to inspire confidence in a technical

suggestion and managements.

. Assembled systems and software product documentation, reporting to

users of preparation opportunities in business learning center.

. Made, maintained, and fixed computer systems to enhance speed,

efficiency and reliability of operation.

. Stick to departmental processes to buy, build up, and fit new and used

hardware systems, retaining corporate norms for the system

compatibility.

. Security studies to recognize and deal with faults.

. VBScripting

. Image Capture and Deployments

. USMT backup, Restoring and Configuring

. .Net Development - VB

Skill Sets

. Software: Software Installation. Active Directory. Virus Prevention.

System Installations and Configurations. Software Configuration. S/F

Conversion. Windows XP/7 Installation/Upgrades. Software Diagnostics.

Statistical Reporting. System Upgrades. FTP/HTTP. Backup and Restoring

Data. Internet Explorer 6/7/8. Outlook 2007. Mozilla. MS Office

Suite. Lotus Notes. Microsoft Visual Studio 2008/2010. Adobe

Dreamweaver.

. Hardware: Repairs, services, and restored parts, boards, and equipment

for Dell, Hewlett Packard. Arranging workstations and printers.

Constructing and Testing of PC's. PC H/W Designs and Arrangement.

Desktop Maintenance & Repair. Installation & Configuration of Scanners,

Printers, Webcams, Optical tools and Routers. Access-point setup,

configuration & authentication.

. Networking & CISCO: The Communications Security. OSPF. PPP. EIGRP/

IGRP. Cisco Firewalls (PIX). CHAP. Multi-level Security Sys. PAP.

IPSEC. RIP. CSU/DSU. ISO/OSI Levels. Precautionary Maintenance. Cisco

2600, 3000, Routers. System upgrading. Cisco 2900, 3500, 5000 Switches.

LAN. Wireless. Networking Technologies. Network Security. WAN &LAN.

VPN. N/W + TCP/IP. Firewalls. Ethernet. Peer to Peer N/Ws. Router

Configuration. ADS/ISDN. Client-Server Technology.

. Client Service: Consultative Relationships. Customer Care. Customer

Technical Supports & Training. Troubleshooting. Desktop & User Support.

Support series. Able to transmit technical info to the users of all

abilities. Self-provoked to preserve understanding of existing

technology. Done full practical and over the telephone troubleshooting

on several different systems, platforms, and h/w configurations. High

direction towards the customer service. Skilled to manage aid desk

requests under a pressure. Skill of help-desk processes like problem

rise procedures, problem resolution script and severity stages. Very

tolerant. Offers clear and easy explanations and performs closely with

the people to build up solutions to its computer difficulties.

Utilizing logics and study to recognize strengths and limitations of

different methods.

Professional History

. 2011 - 2014 Insight Global Contractor for HP (Supporting Metlife)

Web Jet server Administrator Tier II Pc Technician

. Monitor WebJet printer interface

. Diagnose and resolve technical hardware and software issues

. Installed and Configured desktop PC's and printers, determined

hardware/software problems, troubleshoot connectivity problems

Advise user on appropriate action

. Collected all client data on accessible PCs, produced new

computers, transferring offered applications, and modifying

configuration settings.

. Log all help desk interactions

. Xerox, HP and Zebra printer repair

. Repetitive administration through VBscripting

. Project management of new user asset allocation

. 2011 - 2014 Atos Information Technology and Services (Supporting

Metlife)

CSS IT Support SES2- 2nd line Support Engineer 2

Administrator Tier II Pc Technician

. Refresh and replace workstations

. Diagnose and resolve technical hardware and software issues

. Installed and Configured desktop PC's, determined

hardware/software problems, troubleshoot connectivity problems

Advise user on appropriate action

. Collected all client data on accessible PCs, produced new

computers, transferring offered applications, and modifying

configuration settings.

. Log all help desk interactions

. Xerox and Zebra printer repair

. Repetitive administration through VBscripting

. Creating user menus in .Net and HTML

. 2011 - 2011 Kettering Medical Center, Miamisburg OH, Internal

Support Department

System Educator / Software Support (Contractor)

. Active Directory New user and Securities setup

. Remote administration

. Respond to requests for technical assistance in person, via phone,

electronically

. Diagnose and resolve technical hardware and software issues

. Research questions using available information resources

. Advise user on appropriate action

. Follow standard help desk procedures

. Log all help desk interactions

. Administer help desk software

. Redirect problems to appropriate resource

. Identify and escalate situations requiring urgent attention

. Track and route problems and requests and document resolutions

. Prepare activity reports

. Stay current with system information, changes and updates

Education

. 2009 - 2012 Clark State Community College, Network Administration /

Cybersecurity.

Contact this candidate