Customer Service Active Directory

Fedner Elisma

*** ****** *****, ****** ******, MD 20904 * 202-***-**** * ********@*****.***

OBJECTIVE

Obtain a position where I can maximize my computer software/hardware configuration, training, technical assistance

and PC Operations/Repair skills experience.

Qualifications

• •

Windows 7/8 Microsoft Office 2007/2010/Office 365

• •

Lotus Notes Remote Access

• •

Outlook A+ Certified

• •

Track-it Econsult2

• •

Remedy Active Directory

• •

ITSMS RSA SecurID Management

• SAP

EDUCATION

Bachelor of Science, Computer Science

Johnson C. Smith University: Charlotte, NC December 2007

WORK EXPERIENCE

XA System Inc- NIH

Mid-Level Desktop Technician July 2013- Present

• Primarily responsible for ensuring timely and professional response to incident tickets received from the

customer.

• On average received 15 new tickets daily per tech on support staff.

• Large-scale data migrations were needed on a periodic basis.

• Tickets generally ranged from reimaging of machines, to hardware replacement. User assistance with

software, to software updates.

• Great understanding of hardware within a PC, ability to replace, repair and recommend based on needs.

• Recovery of customer information off of secured severs when data went missing.

• Familiarity with office printers, Xerox machines, multifunction units, and desk side printers.

References Upon Request

Fedner Elisma

916 Venice Drive, Silver Spring, MD 20904 * 202-***-**** * ********@*****.***

• Used remote tools to assist customers with issues that did not require desk side support.

• Helped to implement new procedures in regards to documentation, response time, and handling of customer

incidents.

• Excellent customer service skills. Agency was primarily composed of higher profiled individuals, experience

dealing with VIP customers.

• Used Active Directory to configure, join, and edit items in domain.

AAC Inc- NIH

Desktop Engineer October 2011- July 2013

• Supported the National Institutes of Health National Library of Medicine as a desktop support

technician and computer deployment specialist.

• Utilized Altiris to image desktop and laptops and also perform data migration for users within the

National Library of Medicine.

• Performed Active Directory maintenance by deleting and adding computer accounts and ensuring

computer accounts are in their correct OU’s.

• Performed installs and imaging of Windows XP and Windows 7 computers.

• Utilized Remedy to receive and update trouble tickets and also VMware IT Service Management

System to perform PC builds to their specifications such as hardware and software specifications.

• Performed work with Altiris Deployment Solution to push software packages such as Adobe Pro,

Microsoft Office 2010, SQL Server, and Oracle to existing and newly imaged PC’s.

• Used Bomgar to perform remote assistance to onsite and offsite users.

• Performed desktop support for onsite users troubleshooting printers, software/hardware issues, and

also network connectivity issues.

• Performed Windows updates of computer systems through WSUS and also updated standard

software such as Firefox, Adobe Reader, Flash, and Java to ensure they meet minimum criteria for

standards set by National Library of Medicine.

Helpdesk Analyst. SAP and General Support Teams

World Bank: Washington, DC November 2008- August 2011

References Upon Request

Fedner Elisma

916 Venice Drive, Silver Spring, MD 20904 * 202-***-**** * ********@*****.***

• Provides Tier 1 and Tier 2 Helpdesk support to all World Bank staff and their representatives.

• Logs all incoming problems and requests and actions taken to resolve them

• Correctly referred unresolved problems to higher level support work groups

• Provides follow-up status to Bank end-users in accordance with specified support policies and procedures

• Ensures closed problems are adequately documented

• Increased personal knowledge of Bank business and technical environment with the goal of increasing first-

call resolution rates

• Improved knowledge of and ability to operate, all Bank support tools and technologies.

Helpdesk Support

AIR Georgetown: Washington, DC February 2008- September 2008

• Provided phone support for approximately 3000 users (faculty, staff, and students); about 25-30 calls or work

orders per day

• Supported Microsoft Windows XP, 2003

• Troubleshoot Microsoft Office and Outlook issues

• Used the Contractual ticketing system to track issues

• Used Active Directory to perform password resets and add/delete user accounts

• Administered the University's network and email by creating new user accounts, maintaining older ones,

troubleshooting

• Troubleshoot browser issues primarily for Internet Explorer 6

Helpdesk Desk Technician

Johnson C. Smith University: Charlotte, NC March 2005 - December 2007

• Take helpdesk calls and log information via the Track-it ticketing system.

• Reimage laptops and desktops using Norton Ghost

• Troubleshoot Microsoft Windows 2003, XP

• Connect remotely to the problem workstation via SMS

• Administer user’s email and NT accounts using Virtual PC to access the Active Directory system

• Supported entire IT department monitoring virus scans, computer speed, IP addresses, Operating systems,

References Upon Request

Fedner Elisma

916 Venice Drive, Silver Spring, MD 20904 * 202-***-**** * ********@*****.***

• Installed and administered Microsoft Office service packs and critical updates for 2000/2003

• LAN and WAN printers and workstations not communicating with the server

• Perform rollouts of new computer systems for employees

References Upon Request

Contact this candidate