Help Desk Active Directory

Patrick Zeda

912-***-**** ***********@*****.*** *28 Windsor RD, Savannah GA, 31419

Summary

A skilled Help Desk Analyst with over 4 years experience providing user support and solutions in high

demand work environments. In depth knowledge of a range of software applications and operating

systems. Independent and results driven worker with a strong commitment to increasing staff productivity.

Technical Proficiencies

Platforms: Windows 9x/NT/2K/XP/Vista/7/8, MS Exchange Server, Mac OS,

Active Directory, Server 2008 R2

Networking: LAN / WAN Administration, VPN, TCP/IP, DHCP, 1000BaseT

Ethernet, DNS, Secure ID, VMware, Cisco.

Tools: Active Directory, Symantec Endpoint, Symantec PGP, Citrix, NetBackup,

MS Server Suite, Microsoft Office Suite (Word, Excel, PowerPoint, Outlook,

Access),Track It, Remedy, VOIP.

Experience

Jan. 2014 Present

Help Desk Analyst, St. Joseph Hospital Services, Savannah, GA

Provided end user support to all users via phone and remote assistance

•

and desk side assistance.

Logged, documented, and answered help desk calls using Magic Service

•

Desk, Remedy and Excel.

Supported users by submitting escalated ticket issues.

•

Weekly and monthly reported open cases in the ticketing system and

•

updated all cases

Installed, assembled and configured computers, monitors, network

•

infrastructure and peripherals such as printers, scanners and related

hardware

Performed metrics reporting, imaged and deployed pc’s using Symantec

•

ghost

Performed hardware and software inventory using SCCM running on

•

Windows and Mac OS, Unix

Performed backups and disaster recovery for windows servers

•

Troubleshot and supported Windows OS, Vista, XP, 7, 8 and Microsoft

•

Office products.

Provided Active Directory support and reset user accounts, passwords

•

and permissions for over 1200 staff members.

Created and Maintained asset management documentation

•

Set up users Outlook accounts as well as webmail access.

•

Set up users VPN accounts and access for all remote users.

•

Configured and supported Windows Mobile, Blackberry, Android and

•

IPhone devices.

Ensured network, system and data availability and integrity through

•

preventative maintenance and upgrades.

Help Desk Technician (Contract), American Income Life, Conyers, GA Jun 13 Dec 13

Attended inbound Help Desk calls (40 call on average), processed tickets (20

average).

Assisted nationwide agents with password access into the VPN network.

•

Supported Agents with web Insurance applications delegated to AIL

•

environment, as well as assisting with Microsoft7 Migration.

Logged and tracked IT incidents using Track It

•

Performed firmware upgrades and other hardware and software

•

configuration tasks as required.

Reset Active Directory password, rebooted and assigned virtual

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desktops.

2

Conducted file transfers over remote desktop software (TeamViewer)

•

Monitored mail queues, network logs, mail queues, space and back ups

•

management via AD and servers.

Jan 12 May 13

Help Desk Assistant (Student Worker), Savannah State University,

Savannah, GA

Supported faculty, staff and student by phone, email

•

Installed, reinstalled, troubleshot and replaced software/hardware on

•

Students, Faculty and Staff computers.

Installed student course software for students

•

Distributed, swapped, and returned laptops for faculty & staff

•

Wrote ticket reports using Remedy and Incident reports in Service Desk.

•

Set up clients email accounts on smartphone/phone, Outlook 2010/2013

•

Used Office 365 to install software and use other applications

•

Diagnose laptop, desktop computer and network problems

•

Trained Students, Faculty and Staff on how to use Desire To Learn or

•

WebCT

Surplus laptops, desktops and accessories

•

Installed, configured and troubleshot Windows Operating Systems

•

Windows XP, Vista, 7, 8,8.1

Performed data Backups with Norton Ghost and LANDesk

•

Deployed Windows 7 on students, faculty & staff machine

•

Set up new local & network printers for faculty/staff including physical set

•

up, getting a new static IP from Tier 3 support, changed the static IP and

tested the printer.

Mapped network devices.

•

Web Design Inter, Savannah State University, Savannah, GA May 11 Aug 11

3

Performed validation of completed sites including the debugging and

•

testing of code.

Developed and designed user friendly interface.

•

Created graphics including icons and logos using Fireworks and

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Photoshop.

Designed and optimized graphics.

•

Math and Physics Tutor, Savannah State University, Savannah GA

Provided tutoring services for students in all college level Algebra and

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Calculus courses.

Facilitated tutorial sessions with individual students or small groups.

•

Prepared and presented workshops or projects.

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Helped peer students review and study for tests and provided good study

•

skills.

Assigned homework to peer students to help them master concepts of

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study.

Employed variety of assessment tools and strategies to improve

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instruction methods.

Education

BS Computer Science, Savannah State University, Savannah, GA 2010 2013

Cuma Laude 3.35

•

Recipient of STEM and MSEIP Scholarship.

•

Dean's List, Savannah State University Spring 2010, Fall 2010.

•

Honor Roll, Savannah State University Spring 2011, Fall 2011, Spring 2012

•, Spring 2013

Affiliations

Institute of Electrical and Electronics Engineers, IEEE. SSU Chapter

4

National Society of Black Engineers, NSBE

Georgia Tutoring Association, GTA

5

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