Active Directory Customer Service

Andrea Solomonson

972-***-**** *************@*****.*** https://www.linkedin.com/in/andreasolo

PROFESSIONAL SUMMARY

•Successfully resolve Help Desk/Technical issues for end users.

•Resolve, document and proactively prevent reoccurring tech support calls.

•Work within a ticketing system to track and resolve all computer related calls.

•Repair or resolve hardware issues such as printers, mobility devices, computer hardware components or connectivity issues.

•Able to support users using both Windows as well as Mac operating systems.

•Troubleshoot/Configure/Provision Citrix or VPN issues.

•Database administration or creation within SharePoint.

•Working knowledge Active Directory/Exchange.

•Experience setting or changing profiles, permissions/security within Windows, Mac, Active Directory, Exchange etc…

•Aware of need to adhere to Change Management procedures.

•Experience setting up web conferencing, audio/video conferencing.

•Working knowledge of networks with regards to IP addressing, DNS, DHCP.

•Management of over 5000 lines with regards to Optimization, Provisioning, Troubleshooting using a wide array of wireless technologies/smartphones. including Blackberry, Android, iPhone, iPad, Air Cards, Galaxy Tablets, etc.

•BYOD deployment manager, facilitator and ongoing administrator for roughly 2500 cellular lines migrating off of company account and onto BYOD.

•Day to day maintenance and user administration with networking issues, wireless connectivity issues, Windows IS 7/Mac support. as well as Good Messaging Server, SharePoint, SOTI MobiControl MDM and procurement/inventory/user admin software.

WORK CHRONOLOGY

Applecare Advisor

Apple, Inc. March 2015 May 2015

As the customer's first point of contact, At-Home Advisors assess issues and troubleshoot. Specifically, they provide support for iPhone, iPod, iPad, iMac, MacBook, MacBook Pro, Mac Pro, AirPort, and Apple TV.

Wireless Mobility Specialist/ Service Desk Tier 2-3

Accentcare - November 2011 February 2015

Mobility Specialist responsibilities include interfacing with AccentCare's mobile device users (over 5000 lines/ devices} providing procurement services, support and technical expertise to a large variety of end users. • Build and maintain enhanced rapport with account managers so as to work closely on plan optimization for cost savings, billing and report running. Constant management of all carriers usage, mitigating any overages or extra costs. Ongoing analysis of wireless spend. Work as a resource for the Help Desk to improve overall customer satisfaction.

•Provide technical support to end users via email, remotely or in person for a variety of computer or device related issues.

•Procure mobility devices, identify, troubleshoot and resolve basic and complex technical end user issues for all wireless mobility products, printers, hardware, Windows OS or Mac trouble tickets.

•Serve as a Level 2-3 point of escalation for the help desk as well as train help desk team members. Work with Network Engineer, IT team and appropriate channels for unresolved complex issues. Provide support to users for VPN issues or any technology related ticket request.

•Setup, synchronization/configuration of server and domain information as well as permissions/security/profiles within Active Directory and Exchange.

•Actively engage in continuous improvement recommending content, solutions, or alternative processes that may improve the customer experience or our operational efficiencies. • Use the correct tools, resources and processes such as the online Knowledge Base and escalation paths. Comply with applicable legal requirements, standards, policies and procedures including, but not limited to the Compliance Program: Code of Conduct, HIPAA, and standard Operating Procedures. Provide a high level of customer service to users/customers to ensure a job well done.

Telecommunications System Specialist

Hunt Oil Company - August 2002 to October 2010

Responsible for procurement of phones, internet air cards, Blackberry's, PBX cards, wireless phones (iPhones, Android all smartphones and data devices) wireless headsets and ordering and installing desktop phones, laptops and printers.

•Supported over 500 Blackberry users as well as maintained the Blackberry Enterprise Server 5.0.

•Ordering T1, PRI, DSL lines and working with Central Office to provision.

•Coordinated and provided wireless service with various carriers (Nextel, AT&T, T-Mobile, VZ Wireless) for about 800 different users/cost centers in various locations.

•Added user accounts to the Active Directory and adjusted for various policy settings.

•Manages ticketing queue making certain to prioritize, document and close all Service Desk troubleshooting tickets in a timely manner.

•Troubleshoot laptop hardware and replace as needed, as well as printers.

•Managed large scale projects with complex moves intra office as well as difficult large scale moves to remote offices. Supported 1,000+ users with all technology related issues and documented resolution and steps taken.

•Was responsible for telecom billing reports and configuration of server software.

•Ensured PC software was installed and configured properly. Submitted weekly activity reports keeping upper management aware of current I.T. Help Desk tickets and action items.

Communication System Specialist

WorldCom/Allegiance Telecom/Shared Technologies - September 2000 to August 2002

Installed, upgraded and maintained large/small companies' PBX systems as well as all of Nortel telephony software add on suite of products.

•Assigned accounts and territories, provided maintenance, training for end users. • Configured and engineered Nortel Meridian SL1 PBX systems as well as BCM systems.

•Administer moves, adds and changes per customer request. Developed phone templates and customized training guides on the new system install.

•Initiated opportunities with customer contacts to discuss improvements to systems. Designed and implemented ACD Call Centers as well as reports using Call Accounting software. Set up installation and training on both Call Accounting/OTM/Symposium/CallPilot. Implemented menu services, announcement services and various ACD route features and call through services using the Nortel Call Pilot system or various other Nortel ACD capable products.

•Worked closely with technicians as a team to resolve any software or PBX issues.

EDUCATION

Global Knowledge Learning Center

Various telecom/Nortel courses

Brookhaven Community College - Richardson, TX

Tyler County Junior College – Tyler, TX

References Provided Upon Request

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