Support Active Directory
Resume:
David McKeithen P.O. Box ****
wyandanch, N.Y. ***98
************@*******.***
SKILLS SUMMARY Advanced Skills
I am a Sr. Desktop Support Engineer in Enterprise level environments in Adobe Acrobat
various industries for 15+ years. My background includes sitting on Adobe Flash
24/7 Enterprise helpdesk Environment in a Sr.Technical support role. I Unix, Linux
served as escalation point for 1st level helpdesk/desktop techs. I am Microsoft
also responsible for building desktops, deploying applications and Office Suite
operating systems, printers, antivirus and more. I have been 2003,2007,2010
responsible for building over 3,000+ desktops. This involved creating Macintosh
master images & utilizing SCCM as a resource & deployment tool to make Safari
sure every user has a secure, unified desktop as per company policy. I CS Suite for
also install & support MS Office, Windows (XP, 7, 8.1). In my last two Mac.
positions, I rolled out Windows 7. I also converted Windows OS from XP Active
to 7 or 8.1 and MS Office from 2007 to 2013. Personal Storage Tables Directory
(PST) were moved and backed up during OS conversions, which allowed Novell,
executives to keep vital information in Outlook. VNC and Dame ware are GroupWise
used to perform remote access support for virtually every position Outlook Express
held, I was part of the team responsible for selecting and implementing
mobile devices including Androids, iPhones and Blackberry's Windows 7
company-wide. This meant setting up enterprise activation of devices Windows
after testing, making sure they met QA standards and specifications. I Vista/XP
also worked with the WINTEL Infrastructure team on Projects including Desktop &
Application Deployment, software packaging, Desktop & Server upgrades & Server
maintenance. I set up permissions, created user accounts & group policy Lotus Notes
in Active Directory following company standards and best practices. I HTML/XHTML
made sure backups were in place, securing data storage for 50 laptops SQL
in case of disaster. Redundant backups were created using batch file AIX/Linux/UNIX
scripts I am a US Citizen with excellent communications skills. Remote Software
Advanced Skills
Adobe Acrobat, Adobe Flash, Unix, Linux, Microsoft Office Suite SCCM, VNC, SMS
2003,2007,2010,office365 Lotus Notes Mac OS, Safari, CS Suite for Mac, Remotely
Active Directory, SCCM,Citrix,VMWare, LDAP Novell, GroupWise, Outlook, possible
Outlook Express, Windows 7, Vista/XP,HTML/XHTML, SQL, VNC, SMS, Dame Remote Desktop
ware, Remedy & HEAT Copycat
Helpdesk
Software
CERTIFICATIONS Remedy & HEAT
A+ Certified, Net+, Server+, Windows 7 Professional, XP Professional,
Windows 2000 Desktop, Windows 2000, 2003,2008 Server, Track it!
Dell Desktop Service Provider, HP Printer Maintenance, HP Desktop Helpdesk
Service Provider Software
Legal&
EXPERIENCE Financial
Sr. Desktop Support Administrator II May 2014- February 2015 Office Software
State of New York (DOHC) Farmingdale, N.Y.
Responsible for Providing 2nd & 3rd level Support for over 7500+ users Thompson One
in over 14 locations through out the State. Both onsite at the 7 Imanage
locations throughout Long Island & New York City software
Worked with Active Directory to create & edit user accounts such as NexGen
changing passwords and resetting passwords. PC Law
Set-up & deployment of VOIP Cisco & turret phones systems including Juris
Activation & programming Time Matters
Strong knowledge of and hands on experience with Microsoft operating Perfect
systems including Windows 7, Practice
2003, 2008 R2 including Software Distribution Experience using SCCM as
a deployment tool.
Responsible for Deploying & installing Office 365 to all end point
users.
Responsible for iOS & Android phones & Tablet support & deployment
Responsible for troubleshooting & resolving all Desktop related issues
with Office 365
Hands on Experience setting up & supporting Printer Server & network
printers
Responsible for creating & making administrative changes for local
groups and creating group policies in AD.
I also worked with the WINTEL Infrastructure team on Projects including
Application Deployment, software packaging, Desktop & Server upgrades &
maintenance.
Directly responsible for imaging & Deploying Hp T-510 thin clients
Responsible for providing 2nd & 3rd level support for migrated user to
the Citrix environment
& providing Support for Responsible for creating & making
administrative changes for local groups as well as creating group
policies in Active Directory & Citrix
Strong Hand on Knowledge of Virtualization technologies: VMware,
XenServer, Citrix XenDesktop, Citrix Presentation Server / XenApp
Technology.
Strong knowledge of Windows 2003/2008 Enterprise components &
Technologies such as domains, DNS, Registries DHCP/WINS, Exchange
Knowledge of Windows 2003/2008 Enterprise components & Technologies
such as domains, DNS, Registries DHCP/WINS, Exchange
Helped end user set-up Android based Smart phones, I-phones & I-pads
to Sync with Novell &/or Outlook Corporate E-mail accts.
Responsible for Imaging, Configuring, Installing Windows 7 Professional
for Desktop computers, laptops.
Strong Understanding of Firewalls
Responsible for Support of all peripheral equipment within established
standards and guidelines. During conversion from Windows XP to windows
7 as well as upgrading Microsoft Office Suite from 2003,2007 to MS
Office 2010 & 2013
Also worked with HP Legal content Management Software for the legal
Dept.
( Imanage software for the desktop as well the App via iTunes )
Fully documenting all calls & user inquires for new & replacement
Equipment & service.
Created Documentation for troubleshooting scenarios as well as the
fixes for 1st level techs to use as reference.
Responsible for Backing up user & system files for files user
migration to Windows 7
Knowledge of VB scripting & some application packaging.
Sr. Desktop Support/ Systems Administrator December 2012 -
February 2014
North Shore Long Island Jewish Health Care System - Sr.Desktop Support
Admin.
Provided 2nd & 3rd level Support for over 1400+ users both in corporate
environments as well as remote users.
Worked with Active Directory to create & edit user accounts such as
changing passwords and resetting passwords.
Responsible for Deploying & installing Office 365 to all end point
users.
Responsible for troubleshooting & resolving all Desktop related issues
with Office 365
Responsible for creating & making administrative changes for local
groups and creating group policies in AD.
In-depth knowledge of and hands on experience with Microsoft server
operating systems including 2003, 2008, 2012 and Microsoft Desktop
operating systems including Windows 7.
Software Distribution Experience using SCCM as a deployment tool.
Responsible for setting up & supporting Printer Server & network
printers.
Knowledge of VB scripting & some application packaging.
Knowledge of Virtualization technologies: VMware, XenServer, Citrix
XenDesktop, Citrix Presentation Server / XenApp Technology.
Responsible for iOS & Android phones & Tablet support & deployment
Strong knowledge of Windows 2003/2008 Enterprise components &
Technologies such as domains, DNS, Registries DHCP/WINS, Exchange
Strong Knowledge of VM Ware, vSphere & associated products
Responsible for Configuring, Pre & Post Deployment support as well as
performing software updates for Desktop computers, laptop &, peripheral
equipment within established standards and guidelines. During
conversion from Windows XP to windows 7 as well as upgrading Microsoft
Office Suite from 2003,2007 to MS Office 2010 & 2013
Created images for both Desktop & Laptops for Deployment in windows 7
environment
Utilizing Remedy & CA ticketing system to track issues and resolve
them.
Provided Extensive phone support& desk side support for all levels in
the hospital.
Resolved technical problems with LAN and WAN connectivity.
Created Documentation for troubleshooting scenarios as well as the
fixes for 1st level techs to use as reference.
Responsible for Backing up user & system files for files user
migration to Windows 7
Provided hardware and software training for all levels of end users.
Performed both Pre & Post Migration tasks for all Desktop & wireless
devices in the Enterprise setting.
Helped end user set-up Android based Smart phones, I-phones & I-pads
to Sync with Novell &/or Outlook Corporate E-mail accts.
Configured, Deployed and provided me & II support for computers,
peripheral equipment and software within established standards and
guidelines.
Systems Support Analyst August 2012 -
December 2012
The City of New York City Health and Hospitals Corporation
Provided 2nd & 3rd level Support for 15500+ users both in corporate
environments as well as remote users.
Responsible for Configuring, Pre & Post Deployment support as well as
performing software updates for Desktop computers, laptop &, peripheral
equipment within established standards and guidelines. During
conversion from Windows XP to windows 7 as well as upgrading Microsoft
Office Suite from 2003,2007 to MS Office 2010
Created new images as well as used existing images for Dell Desktop
workstations & laptops using Ghost imaging Software.
Configured, Deployed and provided II & III support for computers,
peripheral equipment and software within established standards and
guidelines.
Helped end user set-up Android based Smart phones, I-phones & I-pads
to Sync with Novell &/or Outlook Corporate E-mail accts.
Set up end users with New & existing Blackberry Devices on the BES
Server. Walked user thru Configuring Device to Sync with Novell &/or
Outlook Corporate E-mail accts.
Created Active Directory Accounts for new Employees & Created Group
policies & Security groups in Active Directory
Identify and resolve technical issues related to Workstation software
packages and releases.
Deep technical understanding of Windows infrastructure services (e.g.
AD, GPO, CIFS, and DFS) within the enterprise.
Set-up videoconferencing equipment & setup Laptop projector
Presentations & Webinar conferences.
Ensure desktop computers interconnect seamlessly with diverse systems
including associated validation systems, file servers, email servers,
computer conferencing systems, application servers and administrative
systems.
Did Production Support, design enhancements & projects. While working
with in house Project Mangers internal Technology Team & other Business
partners with the City of New York as well as a variety of third Part
Vendors.
Logged all calls to the Help Desk using the Remedy ticketing system.
Coordinated Service calls for onsite Support as needed.
Monitored user requests and system issues.
Assisted with critical system outages, software upgrades, and capacity
planning.
Interacted effectively with internal customers and appropriate system
vendors to conduct necessary research to resolve issues.
Coordinated onsite technical support for customer's end user during
off-hours and Holidays
Helpdesk/Desktop Support Analyst June
2011 - August 2012
Morgan Stanley/ Smith Barney
Responsible for Configuring, Deployment & software update, and ongoing
usability of computers, peripheral equipment and software within
established standards and guidelines. During conversion from Windows XP
to windows 7 as well as upgrading Microsoft Office Suite from 2003,2007
to MS Office 2010
Responsible for providing 1st& 2nd level Support to Executives, Top
Earning Brokers& area Mangers with Service Desk to determine and
resolve & all Hardware, Software&/or, Network Infrastructure problems
received.
Set-up & activation of the iturret phone system for traders. As well as
support & programming
Provided technical Team lead Support for users thru phase 2 of account
conversion to Windows 7 & Microsoft office suite 2010.
Identify and resolve technical issues related to Workstation software
packages and releases.
Provided user Support for financial applications such as Thompson One &
Next Gen.
Provided user support for Citrix. Identifying and resolving technical
issues related to Workstation login & connection to the Citrix
Database.
Trains and orients staff on best practice use of hardware and software.
Set-up videoconferencing equipments & setup Laptop projector
Presentations & Webinar conferences.
Set up end users with New & existing Blackberry Devices on the BES
Server. Walked user thru Configuring Device to Sync with Novell &/or
Outlook Corporate E-mail accts.
Sr. Systems Analyst/Desktop Support Engineer August 2011 - June 2012
Various Clients, (United Health care, August 2011 - October 2011,
Weightwatchers October 2011 - February 2012, Amazon Inc. February 2012-
April 2012, Shearman & Sterling LLP April 2012 - June 2012) New York,
N.Y. 10001
Configure, rollout, and ongoing usability of computers, peripheral
equipment and software within established standards and guidelines
Assist staff with the installation, configuration and ongoing usability
of desktop computers, peripheral equipment and software.
Escalate complex or troublesome issues to Level III technical support
or to management for guidance when all Desktop Support resources have
been exhausted
Ensure desktop computers interconnect seamlessly with diverse systems
including associated validation systems, file servers, email servers,
computer conferencing systems, application servers and administrative
systems.
Identify and resolve technical issues related to Workstation software
packages and releases.
Worked with & support IMANAGE software for legal Dept
Deep technical understanding of Windows infrastructure services (e.g.
AD, GPO, CIFS, DFS) within the enterprise
Good understanding of Application Packaging and Virtual Applications
Used SCCM client support, VNC, Dameware to remotely connect to end
users.
Created Active Directory Accounts for new Employees &Created Group
policies & Security groups in Active Directory.
Set-up & deployment of VOIP Cisco & turret phones systems including
programming & Activation,
Provided 2nd Level Troubleshooting & Support for Mac OS X Tiger and
Leopard.
My duties include help desk support, troubleshooting, installation and
setup of equipment, configuration of desktop applications.
Provided Support for users upgrading Office Suite 2007 to Office Suite
2010. Helped user set up & configure all existing Documents. Also
supported Visio & Office Project.
Set-up videoconferencing equipments & setup Laptop projector
Presentations & Webinar conferences.
Set up end users with New & existing Blackberry Devices on the BES
Server. Walked user thru Configuring Device to Sync with Novell &/or
Outlook Corporate E-mail accts.
Helped end user set-up Android based Smart phones, I-phones & I-pads
to Sync with Novell &/or Outlook Corporate E-mail accts.
Enterprise Sr. Systems Analyst/ User Support Specialist
March 2009 - August 2011
Health & Hospitals Inc. - City of New York, New York, N.Y.10021
Responsible for providing 1st& 2nd level Support for over 7500 various
users both in corporate environments as well as remote users.
Perform basic to advanced troubleshooting to determine true nature of
problem successfully interpret and capture information for classifying
requests.
Addressed Help Desk phone and email requests, generating, resolving and
routing service requests accordingly.
Track and report high severity incidents involving the companies
critical distributed server infrastructure. Single point of contact for
escalation and resolution of incidents. Monitor and run weekly batch
jobs
Analyzed problems and sent technicians as needed. Gave up-to-date
information to people regarding software and hardware changes. Entered
Help Desk requests through Top of Mind, a user support application. Ran
administrative applications when needed.
Ensure desktop computers interconnect seamlessly with diverse systems
including associated validation systems, file servers, email servers,
computer conferencing systems, application servers and administrative
systems.
Experience with LINUX/UNIX environment for providing Support.
Perform data analysis as required for EOM Reports and Management
Requests.
Provided Support for all end users in the City of New York Health &
Hospitals Network via telephone, remote access & e-mail. Utilizing
network and system tools for trouble resolution.
Provided Support for LAN, WAN, PC's, peripherals, & smart phones
Provided efficient day-to-day operational support for all
PC/Desktop/Blackberry/End-User Devices.
Provided effective & efficient 1st Level Troubleshooting & Support for
Mac OS X Tiger and Leopard.
Provided support for all PC/Blackberry/End-Use Devices, including
off-hours for critical issues.
Performed Administrator duties for end users in Active Directory.
Did Production Support, design enhancements & projects. While working
with in house Project Mangers internal Technology Team & other Business
partners with the City of New York as well as a variety of third Part
Vendors.
Logged all calls to the Help Desk using the Remedy ticketing system.
Assisted with critical system outages, software upgrades, and capacity
planning.
Coordinating with business executives, software experts, help desks,
and data source teams in a 24x7 availability environment.
Interacted effectively with internal customers and appropriate system
vendors to conduct necessary research to resolve issues.
Coordinated onsite technical support for customer's end user during
off-hours and Holidays
Client Support Analyst January 2007 - February 2009
Data Solutions Inc., Melville, N.Y. 11747
Provided 1st & 2nd level Support in a large corporate environment to
end users & employees throughout the NY, NJ, and LI & Conn.
Track and report high severity incidents involving the companies
critical distributed server infrastructure. Single point of contact for
escalation and resolution of incidents. Monitor and run weekly batch
jobs
Took ownership of tickets assigned to other technicians and ensured
proper follow-up and follow through on Support issues.
Provided day-to-day support for all PC / Desktop / Blackberry /End-User
Devices throughout the company.
Provided and maintained system maintenance and support for
desktop/laptop computer systems. This included setting up desktop units
& other locations as well as setting up new desktop units.
Rolled out hardware and software to end user based on existing policy.
Provided full Support to all end users for the Windows Office suite,
Setup & configure Email clients (Office Outlook as well, Outlook
Express, windows mail for Vista)
Setup new user & email Accts in Active directory for new employees.
Took over calls from Level I tech concerning non-connectivity issues
rebuilding TCP/IP, configuring E-mail clients for both Windows & MAC
users.
Logged all calls to the Help Desk using the HEAT ticketing system
Sr. Helpdesk/Desktop Support Technician November 2005 - January 2007
Barnes & Noble Booksellers Inc. Westbury, N.Y. 11590
Provided 1st & 2nd level Support to users via telephone, remote access
& E-mail for both Customers & Employees.
Responsible for providing 1st& 2nd level Support for over 3500+ users
both in corporate. Retail store environments as well as remote users.
Coordinated Service calls for onsite Support.
Installed and set up Hardware and software as required and provided
training to end-users.
Troubleshoot standard desktop applications (Microsoft Office, Microsoft
Outlook, Anti-Virus software, Adobe Acrobat, etc.)
Evaluate, test and maintain network printers and AV equipment
Recommended and implemented new design for Desktop Support/Server
Operations Lab, which resulted in improved equipment maintenance and
operations.
Performed Support tasks involved work with AIX RS/4000 servers,
Infinity Net Servers, DB2 databases & Enterprise reporting tools.
Information Systems Technician
September 2001 - November 2005
US NAVY, Great Lakes, IL.
Maintained the Navy's global Satellite telecommunications systems,
mainframe computers, local and wide area networks and micro-computer
systems. Used in the fleet.
Handled the responsibility of working with system maintenance and
support for desktop & laptop Computers and applications.
Installed and set up Hardware and software as required and provided
training to end-users Monitors user requests and system issues.
Ensured all-important communications link between units at sea and
stations ashore.
Coordinate telecommunications systems including automated networks,
data links and circuits
Applied diagnostic, corrective and recovery techniques to integrated
information systems. Worked with highly technical material.
Provided technical support to deployed units. Collect and analyze
communication and non-communication signals.
Provide telecommunications and computer-related training and
assistance.
EDUCATION
New Horizons Learning Ctr.
Melville N.Y. 11747
A+, Net+, Windows 2000 Desktop, Windows Server 2000, Windows XP
Professional, Windows9x,
New York University
Bachelor of Science
Business Mgmt./Computer Science
Salary requirements
I am negotiable on salary. This can be further discussed during the
initial interview phase.
Contact this candidate