Active Directory Support
Resume:
Christi M. Howell
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SUMMARY:
. Over ** years of proven Strong written and verbal communications,
interpersonal relations and analytical skills
o Accredited Editor of a CNRIC (Navy - Carswell) Process/Procedure
DVD(2007)
. 10 Years preparing written instructions: User Guides, Training
Material and Reporting Metrics.
. 15 years experience supporting systems, networks and users in an
Enterprise environment.
. 15 years Proven Strategy and Execution methods
. Proven Ability to resolve unique and complex problems
. Proven Ability to Research, Develop and Implement Solutions for
complex problems - and - to communicate them to the Team.
. Proven Effective Technical Skills: Over 15 years of expert experience
in hardware and software configuration, Training, installation,
testing, evaluation, computer troubleshooting, network printer
installations as well as setting up and configuration of workstations.
. Maintained and built client relations with site staff and executive
employees and customers, very client oriented and results driven with
deadlines that can impact production.
. Possess strong attention to Client and Customers' needs in order to
maintain a consistent vision of time management and follow up.
. Over 15 years of Proven Ability to quickly become familiar with net
products and technologies.
. Ability to obtain Certifications as required.
. Proven ability to work in a Team environment.
TECHNICAL SKILLS:
. Hardware: 15 Years Experience Diagnosing/Troubleshooting/Resolving
issues on PCs, Printers, Servers and more on site and virtually.
. 7 Years Experience Installing and Testing Personal Computers,
Printers, Servers and more.
. Exchange Server Management
. Software Support: Encryption SW; PKI Certificates; SCCM; SMS; Citrix;
LAN/Wi-Fi Connectivity; MS Office 2000 thru 2010, MS Outlook, Lotus
Notes, SAP, Adobe Products, McAfee and Norton, NetMeeting, Altiris,
Enterprise Applications and various other Microsoft Products like MS
Visio and Visual Studio
. CheckPoint VPN Client, iPass, Odyssy, Sierra Wireless
. 7 Years User Account Administration via Active Directory (3 Years with
various Elevated Administrative Rights)
. 15 Years Experience Desktop Support starting with MS WIN 3.x to
Windows 7, Mac OS and Microsoft Office 1998 to 2010.
PROFESSIONAL EXPERIENCE:
07/06/2010- 08/06/2014
Maintech - Lockheed Martin
Fort Worth, TX
Desktop Support Technician - EBS/DCT/Maintech for Lockheed Martin
Write up Technical Manuals for Team and Customer use.
Proven excellent interpersonal skills, effective team player and ability
to work independently
Hardware Support: Dell, IBM and HP Platform Desktops and Laptops and
Macintosh
Demonstrated expert ability in providing technical, operations, and
training support to users of company PCs either on-site or virtually on
desktop hardware and software packages for PCs.
3 Years' Experience with Incident/Problem Management processes and tools:
Remedy, AskIT, SLIM, Casper, latest MAC OS
Remotely push Software - SCCM
Load LM Aero Windows XP; Vista and Windows 7 Images
Demonstrate hardware diagnostic/troubleshooting skills confirmed by
related work experience.
Utilize Active Directory to maintain PCs connected to the Network
Confirm Network Connectivity at ports/jacks in Network Closets
Software Support: Windows XP/Vista/7; MS Office 2003/2007/2010, MS Outlook
2003/2007/2010, SMS Support, Enterprise Application, VPN/Remote Access,
Wi-Fi, Mobile Device, Encryption Software and PKI Certificates
06/22/2009 - 07/05/2010
ACS - Disney
Dallas, TX
Technical Support Representative - Disney
Corporate Phone Support
MS Office 2003/2007; POS Support; MS Windows XP; Backstage Pass/Two Factor
VPN Client; MS Outlook 2003/2007; Enterprise Application Support; Third
Party SMS and NetMeeting for Remote Services; LAN Connectivity on personal
PCs; Active Directory: User Profile Administration (administrative
rights); Exchange Server Management
Average Daily Statistics and Ticketing System
80 Incoming Calls
50+ Calls: First Time Resolution
Ticketing System Used: HP OpenView
05/30/2007 - 05/05/2009
S&A Computers - Rockwell Collins, Inc.
Richardson, TX
Field Service Technician - Rockwell Collins, Inc.
Created IT Related How To Documents for Rockwell Employees - they have
been officially added to the Rockwell Collins New Hire Packet.
Hardware Support: Dell Platform Desktops and Laptops - including
Workstation models
Re-built, replaced parts, ordered parts from Dell Direct under Warranty
Maintained Parts: Ordered, Cancelled, Deployed, Submitted Requests for
Parts to be Added/Removed from Enterprise Stock Application, Received
Parts (Included PCs and peripherals)
New Hire PC Deployments: Imaged, Enterprise Set Up for user profile,
Deployment, Confirmation employees were able to log in and function,
Answered any Questions and Created New Hire Basic How To Documents
Imaged PCs using Enterprise Bart/EVO Loadset (customized corporate version
of WXP)
Installed standard WXP Svc Pack 2 on Test/Lab machines (Government/DoD
Facility)
Utilized Active Directory for user ID verification
LAN Connectivity/Assisted with Server Issues
Conference Room Support
Software Support: iPass/CheckPoint VPN, HomeConnect, Juniper; Internal
Wireless, Lotus Notes; Windows XP; Enterprise Applications; IE v6 and 7;
Adobe Acrobat; MS Office 2003, MS Communicator
03/02/2007-07/30/2007
Navy CNRIC at Carswell
Fort Worth, TX
Technical Support Representative - DoD Secret Security Clearance
Navy Desktop Support
Contribution: Accredited Editor of CNRIC Policy/Procedure DVD
MS Outlook 2003; MS Office 2003; Citrix: Password Resets/Connectivity;
SharePoint: Password Resets/Connectivity; OS: MS WXP/2000; Active
Directory: User Profile Administration (extensive administrative rights);
CAC Support (Security Card Authentication etc); Video Conferencing; LAN
Connectivity; Dedicated Desktop Support for CNRIC
11/22/2006-05/02/2007
Ciber, Inc. - Army Reserve
Dallas,TX
Technical Support Representative - DoD Secret Security Clearance - Army
Reserve Help Desk
Corporate Phone Support
MS Outlook 2002/2003; MS Office 2002/2003; MS Windows XP, including
upgrading to Svc Pk 2; VPN Client; LAN Connectivity on personal PCs;
Active Directory: User Profile Administration (administrative rights); CAC
Support; Dameware (Used for Remote Services)
08/30/2005-11/20/2006
CompuCom - Rockwell Automation
Dallas,TX
Senior Technical Support Representative - Rockwell Automation
Corporate Phone Support
MS Office 2002/2003; MS Windows XP/2000, including upgrading to Svc Pk 2;
CheckPoint VPN Client; Tier II Lotus Notes Support; SecurID: Soft Token
Support; Enterprise Application Support; Altiris; LAN Connectivity on
personal PCs; Active Directory: User Profile Administration
(administrative rights); CAC Support; NetMeeting (Used for Remote
Services)
Average Daily Statistics and Ticketing System
20 Incoming Calls
10+ Calls: First Time Resolution
Ticketing System Used: Lotus Notes Database and HP OpenView
Contributions
Maintained Team Personnel Contact Records
Maintained Team Incentive Database
09/14/2004-08/29/2005
Computer Generated Solutions, Inc. - Ernst&Young LLP
Dallas,TX
Technical Support Representative - Ernst&Young
Corporate Phone Support
Lotus Notes; MS Office 2002/2003; MS Windows XP, including upgrading to
Svc Pk 2; VPN Client; Enterprise Application Support; SecurID: Hard Token
Authentication; LAN Connectivity on personal PCs; Active Directory: User
Profile Administration (administrative rights); Timbuktu and Lotus Notes
Sametime (Remote Support)
Ticketing System and Average Daily Statistics:
20+ Incoming Calls
15+ calls: First Call Resolution
Ticketing System: Quintis and Remedy
Contributions:
Created/Maintained Team Work Schedule
Assisted with Company Picnic Arrangements
10/1999-10/2001
Earthlink
Dallas,TX
Technical Support Representative
Private Sector Internet Service Support for MS Windows 3.x/95 a and b/98
and 98SE/XP and MAC OS 7.x thru OS X
Dial Up Networking Support; Assisted in Downloading Internet Browsers,
Email programs; Assisted with the installations/configurations of DUN,
Browsers, Email and there various Programs
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Christi M. Howell
*******.*.******@*****.***
17980 Cherry Ln.
Mabank, TX 75156
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