Customer Service Active Directory

Glenn Haynes

**** ******* ****** *********, ** **217

240-***-**** ***************@*****.***

www.linkedin.com/pub/glenn-haynes/a8/163/4a0/

Dear Hiring Manager:

Progressive organizations require staff who can think outside the box to find uniquely effective

network solutions. My technical, investigative, problem solving and time management skills

would greatly contribute to your continued success.

I am a recent graduate with an AAS in Information Technology – Computer Network Systems.

I am currently a student at ITT Technical Institute with an anticipated graduation date of March,

2016. I am currently pursing my B.S in Information Systems- Cyber Security. I have training

and a working knowledge of multiple operating systems. ITT Technical Institute has given me

valuable exposure to various hardware and software installations. I have attached my resume,

and would like to speak with you regarding how I could make an immediate and significant

contribution to your future growth.

Please feel free to call me at your earliest convenience to discuss my qualifications, and to possibly

arrange an interview, as my contact information is listed above. Thank you for your time and

consideration.

Sincerely,

Glenn E Haynes Jr.

Glenn Haynes

1907 Herbert Street Baltimore, MD 21217

240-***-**** ***************@*****.***

www.linkedin.com/pub/glenn-haynes/a8/163/4a0/

HELP DESK OR DESKTOP SUPPORT

SUMMARY OF QUALIFICATIONS

• Experience with TCP/IP protocol, Microsoft SQL 2008, Microsoft Exchange, SMTP, Telnet,

VMware, Microsoft 7-8, XP, Vista and Fedora 15, DOS, Linux, Firefox, Google Chrome

other Operating systems and Internet browsers.

• Configured DNS, Active Directory, Cisco routers/switches, and built/maintained a LAN

• Customer Service and Call Center experience

•

Work with and understand DOS and Linux fundamentals

• Experience with deploying of PC OS images based on requirements needed using

(WDS) Windows Deployment Services

• IIS Web Server (Internet Information Services)

• Outstanding grasp of Cisco IP Telephony network configuration, support and

troubleshooting

• Setting up Firewalls, Servers, Switches and Routers

ITT TECHNICAL INSTITUTE

B.S Information Systems- Cyber Security ITT Technical Institute Hanover, MD March 2016

AAS, Information Technology – Computer Network Systems, Hanover, MD June 2014

Internship

Netacom Communications Owings Mill, MD

Desktop Support Engineer 07/2014-01/2015

• Provided remote support and consulting for clients using N-able tool and Simple help

services to remote into servers.

• Utilized trouble ticket system (Connect Wise) to log all request and activities. Partitioned

hard drives and imaged workstations using Windows 7 to 8

• Created and maintained user accounts, Added and Deleted accounts using Active directory.

User Permissions granted to end user. Created Email accounts using Microsoft Exchange

2010

• Experience in removal of viruses and malware using Symantec endpoint protection,

Malwarebytes, C-Cleaner, and other virus protection tools.

• Provided 1st level desktop support for trouble tickets and managed those tickets that needed

to be escalated and assigned to level 2 support to meet SLA’s as required

Darwin TC Group Baltimore, MD

IT Field Service Technician 01/2014-07/2014

• Installed cable (CAT5,

CAT5e, CAT6 and coax (RG6, RG59 and RG11).

• Installed, terminated,

tested and labeled backbone and other cables.

• Set up hardware devices,

phones and system applications. Removed hard drives from servers and packaged to be

shipped to corporate office.

• Traveled to different

sites to conduct IT issues and addressed them in a timely manner.

• Trained, mentored, and

counseled various customers in the operation and maintenance of systems/equipment.

Murtech Consulting Internship 10/2012-12/2012

PNC Bank Refresh Project PC Technician

• Installed new PC’s for bank tellers, and back office personnel

• Validated the new PC’s installed using RAP program

• Cleaned the old PC’s with an automatic F Disk CD, or Floppy Diskette

• Installed the PC’s in a networked sequence to keep the network up and running

Cigna Health Spring Baltimore MD

Appeals Intake Specialist 01/2011 - 01/2014

• Researched and Responded to written inquiries, grievances, first level complaints

and first level appeals submitted by members and providers in accordance to CMS.

• Conducted thorough investigations of all member and provider correspondence by

analyzing all the issues involved and obtained responses.

Contact this candidate