Customer Service Active Directory
Resume:
TECHNICAL SKILLS
Windows ****/NT Server/Workstation Windows/2000/NT, MS Exchange 5.5/2000, MS Office 2000/2007, Active Directory, Norton Antivirus, Remedy, Tivoli, Active Card Gold
Excellent Customer Service and Communication Skills
Fluent in French and English
EDUCATION
2001 – 2002 Unisoft Technology Hyattsville, MD; Certificate: Network Engineering and A+
1994 – 2002 Prince George Community College Largo, MD-Computer, Marketing Business.
1990 – 1993 University Gamal Abdel Nasser Conakry – Guinea; Fassona Faculty of Social Sciences; Diploma: Sociology
WORK EXPERIENCE
Windows XP Migration to Windows 7
Transfer user information
Regularly communicate with the end-user to convey the status of service request and the expected resolution time
Support new standard software or hardware
Troubleshoot from fist level or team lead and resolve remotely
Coordinate problem resolution with other resources as required
Train Support for resources on county-specific processes and procedures including:
Deploy and recover computer hardware; laptops, tablets, docks, monitors, printers and other related peripherals
• Deploy and support Windows 7 and Windows 8.1 operating systems
• Create OS images and deploy using standard industry tools.
• Use Windows Intune for antivirus deployment and monitoring
• Deploy and support Microsoft Office 2010/2013 Professional
• Create software packages for deployment using Windows Intune
• Approve and deploy operating system and software updates
• Configure and support office printers and copiers
• Troubleshoot end user issues related to Microsoft Remote Desktop
• Provide basic support for Avaya desk phones which includes port assignments, user assignments, and voicemail box setup
• Configure and deploy company mobile phones
• Maintain accurate hardware and software inventories
• Provide initial support for conference room A/V systems and escalate issues to third-party support provider when needed
• Conduct new hire orientations on IT systems and provide additional training when needed
• Create instructional documentation for IT systems
• Assist Network Administrator with offsite classroom computer issues
• Other duties as assigned
ABBTECH Inc/Lockheed Martin
Sept 2014-April 2015
Lockheed Martin/Health and Human Services
Team Lead. Data Migration windows 7.
Troubleshooter desktops and laptops computers. Monitoring all tickets on Remedy.
Performed imaging, pre-staging, upgrading memory and troubleshooting outlook email.
Training new employees.
Installed costumes software, and hardware.
Cybercore Technology
May2013-Jun 2014
Data Migration Windows 7 and outlook, upgraded memory and network, pre-staged laptops and desk tops using tools such as: CDM, Ghost, USB Drive
Conducted assets inventory by using SCCM.Help desk troubleshooting issues .Outlook, Microsoft office.
Replaced hardware and upgraded operating systems
Installed various customs software
Improved knowledge of, and ability to operate, all customer support tools and technologies
Used tools such as Remedy to document all calls
Proficient skills with support tools including: Active directory, Microsoft Suite
In-depth understanding of information systems technology to include common computer applications, operating systems, hardware, networks, and messaging systems of the types used in customer environment
USPTO/Evolver-Alexandria VA
2012-2013-Help Desk Tier 2
Provided escalated help desk support to all staff
Worked with DFS, providing hardware and software support
Used tools such as Remedy, Active Directory and Avamar
Maintained, analyzed, and repaired computer systems, hardware and peripherals
Documented, maintained and upgraded or replaced hardware and software systems
Troubleshot and resolved incidents tickets (required knowledge of WIN 7 and Outlook 2010 including implementations/conversions)
Provided remote desktop support
Responded to users’ calls in a timely matter
Install customs software for different users and department
Lockheed Martin/Health and Human Services-Washington, DC
April 2011- February 2012– Help Desk
Troubleshot and resolved hardware and software issues
Provided excellent Service to difficult users
Conducted software reconnaissance and settings before migrating data to ensure suitability
Used SCCM and USMT tools
Install customs software for different departments.
Troubleshoot outlook email issues
Dell & Lockheed Martin/Housing & Urban Development-Washington, DC
september2010 –February 2011- Help Desk
Data Migration Windows 7 and outlook, upgraded memory and network, pre-staged laptops and desk tops using tools such as: CDM, Ghost, USB Drive
Conducted assets inventory by using SCCM
Replaced hardware and upgraded operating systems
Installed various customs software
Improved knowledge of, and ability to operate, all customer support tools and technologies
Used tools such as Remedy to document all calls
Proficient skills with support tools including: Active directory, Microsoft Suite
In-depth understanding of information systems technology to include common computer applications, operating systems, hardware, networks, and messaging systems of the types used in customer environment
Multiple Contracts: Midtown Group, S & A Computers, American Systems Inc., and Marketing General, Inc.DC
May 2003- 2009 – Help Desk 1-2
Installed all QST’s in all DC/MD/VA Bank of America locations and certified all PCs
Troubleshot hardware and software by using tools such as Dameware, VPN connections; RSA Tokens and a ticketing system
Built laptops and desktops for new users
Backed up network: Novell, Exchange, SQL, NT (Windows)
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