Customer Service Active Directory

John Krug

** * ******** ***.

Johnston RI, *****

Phone 401-***-****

E-mail *******@*****.***

Specialized Training or Computer Skills

Windows 7,8,10, MS Office 2010/2013/2016, Windows XP, Office 365, Cobol, RPG II, MVS/SO

NT 4.0, VAX, UNXI Sys. Administration, AS/4000, CA, SQL, VPN/Citrix, VMware, Active Directory configurations, PACS, PeopleSoft, LADAP, Front Range(Heat), BMC, MS Exchange 2007,10,13, and batch Scripting among others

Work Experience

IT Consultant, IT Adviser

2014- Present

Participated in special projects and provided diverse levels of customer service.

Identifying trends and developing systems to facilitate enhancements in operational quality and productivity

Service Desk Analyst Level II / Asset Analyst

Lifespan Corp. Providence, RI

2000-2014

Promoted to strategically analyze and manage escalations from level I /II Serviced Desk as well as System Administration Engineering, and Development platforms.

Department lead of troubleshooting and configuring AD GPO’s.

Reviewed, and process multiple daily request for changes to network systems. Created or modify existing profiles as needed throughout the network, and make recommendations to the Security team.

Provided process analysis / improvement, prepared process flow diagrams for management presentations, generated reports, supported application development group, and represented Production Support in Technical Advisory Board meetings.

Troubleshoot Hardware & Software issues (Remote desktop to end user, and assist or evaluate the issue)

Performed trend analysis, developed interdepartmental OLAs, maintained SLAs and function as SME in the areas of vulnerability detection, remedies distribution, PCI / DSS compliance, and patch processing

Evaluate and implement security solutions (Update the Service desk procedure to meet the network needs.

Computer Operations

Women & Infants Hospital Providence, RI

1993-2000

Process & print daily operations (Schedule processing, and Oversee Daily Operations of the Data Center)

Troubleshoot (Help Desk & system problems)

Maintained Novell 4.0 Servers (Backing up the network, and application that supported it) Daily data entry (Processed daily AR entry, and update user profile with proper rights within Active Directory)

Data Processing

Supervalu Inc. Cranston, RI

1990-1993

Run Daily Billing process (Maintained daily process, and reduced lost time in the warehouse)

Backup system information (Created the backup log system, and daily off site procedure)

Print & maintain reports (Updated the network with daily reports, using a receiving procedure)

Troubleshoot (Software & Hardware) issues LAN & WAN (Updated warehouse for better use of workstations)

Shift Lead Direct Mailing Computer Operator 3rd shift

Direct Mailing Co.

1985-1990

Successfully supported goal attainment within this major Fortune 500 company through continuous provision of top IS support services

Processed 20k Clients Database through a varieties Flowcharts, and job flow it eliminate threat of data loss weekly.

Purpose Code C Clerk

USMC

1981-1985

Purchase and disposed of government equipment as needed.

Maintained over 4k pieces of Weapons & field supplies.

Processed daily transactions for company controller.

Education

1996 Community College of Rhode Island

Providence, RI

A.S. Computer Science

Graduated Lyons Township High School

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