Active Directory Systems

Dennis D. Magbata

760-***-**** / ********@*******.***

Summary of Qualifications

Extensive analytical and problem-solving skills and ability to achieve strategic objectives. Proven leadership skills with the ability to motivate others and encourage peak performance. Team player capable of also working independently in high demanding business environments. A result-driven and highly motivated IT professional with over ten years of extensive experience in technical support of Information Systems, telecommunication and systems administration.

Professional Experience

TaylorMade adidas Golf – Desktop Systems Supervisor 2012 – Present

Manage inventory and ensure capacity for remote access tokens and maintain accurate inventory and consistent configurations

Full ownership of Level 1 and 2 tickets and task queues, engaging with technicians that tickets are being handled and escalated as needed

Develop Service Level Agreements for Desktop Systems team including but not limited to: average ticket handle time, new hire computer request SLA, computer replacement SLA, etc.

Ensure that regular training and appraisals are provided to staff to ensure that each member of the team is able to provide the best level of customer support

Implement staffing and scheduling models to ensure guaranteed coverage to the business

Supervise a team of Level 2 desktop systems technicians, including the hiring and terminations of Desktop Systems employees

Responsibilities include employee career path, training, coaching, timesheet approvals

Drive all Desktop Systems projects; reporting milestones and key achievements to senior management

Ensure legal compliance by tracking and maintaining machine images and data back-ups, monitor and test performance/quality regularly, proving statistics and reports

Administer client hardware, virtual machines, operating systems, applications and infrastructure services, including: Complete proactive maintenance task and even-drive task or incident for ongoing health, resolved user-request task or incidents, patch and upgrade systems regularly to minimize business risk

Manage services provider vendors for daily support or long-term performance as needed

Manage SCCM DP for all clients; deploy packages, test packages prior to deploying to production.

TaylorMade adidas Golf - IT Service Desk Lead 2011-2012

Manage all escalation tickets in L1/L2 queues, all tickets are properly updated and solved with in SLA

Provide guidance to L1/L2 on finding resolution to resolve TSK and INC request

Manage CMDB and audit systems making sure inventory are properly tracked

Administer solutions and monitoring tools for orchestration, performance and capacity, ensure ongoing client security, including antivirus solutions, incident response procedures.

Resolve security incidents in partnership with IT peers as needed

Manage customize software and deploy silently throughout the company using Altiris

Manage Altiris RS to make sure clients are backing up clients data onto server

Manage large departments moves and finishing on a timely manner

Work in accordance with standard procedures in collaboration with Infrastructure Engineering team peers as needed

Resolved incidents, including 24x7 OnCall by automated alert or user escalation as needed

Complete operational task as requested buy users or peers or self-identified

Proactively provision client hardware and virtual systems to ensure capacity and performance for all users

Manage corporate image for clients and provide to technicians to deploy to new systems.

Document process: troubleshooting systems, software\application installation and configuration, and escalation

TaylorMade adidas Golf - IT Infrastructure Operations Technician Level 2 2005-2011

Manage phone queues, to ensure calls are being answered assisting internal customers and log tickets into Marval ticketing system

Provide walk-in support for users, while manning the phones and assist them with support.

Troubleshoot escalation tickets from L1/L2 tickets and resolve in timely manner

Rebuild laptops, desktops, MACs and upgrade systems transfer data

Manage administrative rights to clients systems and clients infrastructure services

Setup new hires and deploy new systems: Desktops/MAC, IP phones and enabling network connections

Manage print services: replacing toners, placing services call to vendor to fix printer, replaces production printers.

Support all shipping and manufacturing thing client systems and printers

Support and configure Citrix based applications

Add new user in Windows Server 2003 via Active Directory

Guide and mentor Level 1 Technicians on troubleshooting, creating process and documentation.

Procure and configure corporate cellphones: iPhones, Blackberry and setup corporate plans and setup emails on devices

Setup Outlook e-mail using MS Active Directory and user data archiving

Education

University of Phoenix - Bachelor Degree in Information Technology

Maric College - Associate of Applied Science in Networking Engineering Technology

Technical Expertise:

Operating Systems:

oWindows XP, Windows 7, Windows 8 and Mac OS\iOS,

Applications and Software:

oMS office suite (Word, Excel, Access, PowerPoint and Outlook) Marval ITSM system, Citrix, Apple Remote Desktop, Websense Secure email, Active Directory, Fedora, SCCM, CrashPlan

Contact this candidate