Customer Service Active Directory

Edward Bernard Cunningham

336-***-**** • acr6y3@r.postjobfree.com •

A customer focused and detail oriented professional, with 2+ years IT experience at Dell. Utilizes and applies technology to solve business problems and improve customer experiences. Currently seeking a position that utilizes my skills of upgrading, repairing, and maintaining network equipment.

Core Competencies

Technical Service and Support

Hardware and Software Troubleshooting

Network Troubleshooting

Network Configuration

Active Directory

Hardware Configuration

New System and Process Implementation

Hardware and Software Installation

Education

Central Piedmont Community College (CPCC), Charlotte NC

Network Pro Certificate

CompTIA A+ Certification

CCNA Certification, expected May 2016

Experience

Innovative Technology Solutions

January 2015-Present

Utilized windows deployment service to upgrade computers from windows XP to Windows 7, which resulted in improved user interface (UI) and experience by easier file searches, updated Internet Explorer and excellent customer service.

Install and configure operating systems, software applications, utilities and service packs

Provide first level response and support services for incoming calls and emails to a high-volume IT HelpDesk team.

Resolve technical problems and answer questions received via telephone or ticket portal

Provide technical guidance and direction to users on inbound questions, issues, and/or concerns

Perform hardware diagnostics and coordinate repairs as needed

Research and troubleshoot end-user issues and provide documented solutions to those issues

Create, update and resolve all issues within the trouble ticket tracking system(s)

Ensure a timely resolution and/or escalate non-resolvable issues to other teams as appropriate

Alert management to recurring issues and problem patterns. Work with other internal teams to keep them informed of on-going issues

Perform miscellaneous technical and administrative tasks in support of the LAN or PC

Test PC Hardware Components to ensure client satisfaction and seamless operation.

Active Directory Profile

Management Group Policy Administration (GPO)

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