Technical Support Active Directory

Matthew Thomas

**** ******* ***** ***** * Ellenwood, GA 30294

770-***-**** ò **********@*****.***

Network Operations ò Technical Support

On-Site Technical Support ò Technical Proficiency ò Troubleshooting ò Solution Focused

Accomplished Technical Support Professional with 10+ years of experience is seeking a new position with a progressive company.

Core Competencies

Windows Operating Systems

Windows Server 2008/2003

MS Office Suite

Complex Problem Resolver

Active Directory

Power Shell

Hardware/Software

Multi-Task/Prioritize Effectively

Remote Access

Imaging Tools (WDS, Symantec Ghost)

Exchange 2010

Technical Support

Professional experience

PCM ò Roswell, Georgia ò 2009 - 2014

Network Operations Center Analyst

Acted as the Point-of-Contact for customer managed systems, service, and device failures/alerts.

Identified and resolved issues per Service Level Agreements using proper internal and vendor resources.

Provided thorough maintenance, management, and administration of systems, networks, and infrastructure.

Daily preventative maintenance checks and services with RDP and Vision App tools.

Processed Moves, Adds, Changes, Deletes (MACD) on systems, application, and infrastructure services.

Provided backup and tape rotation administration and coordination with third-party vendor.

Coordinated with Engineering Level 2 and Engineering Level 3 for issue escalation.

Helped identify recurring performance issues; Interpret and identify performance trends.

Provided NOC Support Desk Analyst services during schedule gaps.

Coordinated Data Center and premise security monitoring via console.

Utilized Kaseya and Microsoft SSCM 2007 to keep PCs updated.

Assisted and monitored activities of any users conducting business in any of the Data Centers.

Configured GPOs for new or existing clients in Active Directory.

Tech Rentals ò Norcross, Georgia ò 2006 - 2009

On-Site Technical Support

Provided focused support for the configuration and maintenance of client computer running Symantec Ghost.

Coordinated upgrades with appropriate software packages.

Steered adequate communication and updates pertaining to status and completion.

Satisfied user requirements by identifying and procuring necessary hardware and software.

Instawares ò Kennesaw, Georgia ò 2006

Technical Support

Troubleshoot desktop computers, printers, scanners and scales.

Provided regular maintenance for user computers.

Administered network using Active Directory group policy.

DDU Express ò Atlanta, GA ò 2004 - 2006

Technical Support

Maintained and mitigated problems pertaining to desktop computers, printers, scanners, scales, and the SQL 2000 Server.

Provided backup and tape rotation.

Installed and managed all software and produced reports using SQL queries.

Certifications

MCSA: Windows Server 2012 (Ongoing)

ITIL v3

MCTS Exchange Server 2010

Server Visualization with Windows Server Hyper-V and System Center

References: Available Upon Request

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