Customer Service Active Directory

STEVE SCHMIDLAP

***** * ************* *****, *******, AZ 85086

Cell: 314-***-**** Email: *****.*********@*******.*** Summary

Self-starting IT professional with design and troubleshooting skills for Windows networks, VMware vSphere and Desktop Support with a strong track record of providing excellent customer service. Proven ability to prioritize, manage and resolve high priority requests while meeting business critical deadlines. Personable and friendly team player with experience and a high comfort level in dealing with diverse personalities at all levels of the enterprise. Skill Highlights

• VMware vSphere, vCenter Server 5.1 • VDI, Unidesk, VMware View

• Group Policy & Active Directory • WSUS, WDS, MDT & WAIK

• Windows Server 2003/2008/2012 • Exchange 2003

• Windows 7/8/10 • ISA 2006, TMG 2010

Accomplishments

• Managed moves/adds/changes for 260 users, 75 desktop/network printers and 7 Toshiba copiers

• Trained and developed a new hire without any prior IT experience into a full time Desktop Support role

• Implemented PaperCut and PrintAudit which automated usage tracking and reduced costs over $6K annually

• Designed hardware agnostic images of XP and Vista for the resale of retired assets with a 100% success rate Experience

VMware & Windows Systems Administrator

February 2013 to December 2015

binaryrush.com: Self Established Training Lab – Phoenix, AZ

• Designed and implemented all elements of a VMware vSphere lab comprised of 6 ESXi hosts in 3 clusters

• Designed and implemented a fully virtualized multi-site Active Directory domain with replication across firewalls

• Clustered Exchange Server 2003 and SQL Server 2005 on separate ESXi hosts for high availability

• Segmented network traffic into 6 VLANs and configured management and iSCSI networks for high availability Computer Support Specialist

July 2012 to June 2015

Nautilus Insurance – Scottsdale, AZ

• Responsible for all aspects of Desktop and Helpdesk support for 260 employees

• Managed a company initiative to change managed print vendors and provide transparency of print environment

• Provisioned new hires with the software and access needed by various departments

• Responded to user inquiries concerning system operation and diagnosed system hardware, software and LAN problems

• Troubleshot and resolved simple to intermediate hardware and software problems on end user desktop PCs

• Conducted and managed every stage of the annual computer refresh independently

• Designed an infrastructure to support the automated deployment of hardware independent images of XP and Vista utilizing WDS, MDT and WAIK

• Provided administrative support for system backup software including the scheduling and monitoring of tape backups and tape library maintenance

• Designed and implemented a WSUS solution for patching of physical workstations

• Migrated users from physical workstations to virtual workstations, created OS and app layers in Unidesk Technical Support Specialist – Contractual

December 2010 to May 2012

Moss Adams – Scottsdale, AZ

• Served as the local point of contact for end users in person, by phone and email providing timely support and maintenance of their desktop computing environment

• Supported the provisioning of users by tracking inventory, ordering equipment, managing cost and assigning and deploying new hardware

• Performed laptop repairs ranging from replacing a keyboard to the system board PC/Server Technician – Contractual

August 2010 to September 2010

Avnet – Phoenix, AZ

• Assembled computers per build instructions in a lean manufacturing environment while meeting quality assurance standards

• Imaged completed systems using Ghost and configured Windows system settings in preparation for delivery to the customer

Technical Process Specialist

April 2009 to July 2009

Early Warning Services – Scottsdale, AZ

• Designed, installed and configured a virtual two-site, single domain Active Directory network with a core LANDesk Management Suite server in a lab for testing purposes

• Researched, developed and deployed automated and silent software distribution packages for Microsoft Office 2003, 2007 and Visio

• Imaged and installed desktops and laptops using Norton Ghost and Acronis products AML Compliance & Fraud Analyst

December 2001 to June 2008

Western Union – St. Louis, MO

• Earned several written commendations and the Annual Quality Award in 2007

• Enforced AML Compliance controls and completing Suspicious Activity Reports

• Reviewed and analyzed transactions for compliance with the Bank Secrecy Act, Patriot Act and OFAC regulations requesting additional documentation when necessary

• Prevented thousands of dollars in losses due to fraud by contacting customers proactively and identifying the purpose of the transaction

• Made decisions to approve or deny online auction payments after evaluation the risks posed to both the buyer and the company minimizing chargebacks and disputes

• Interviewed customers for the purpose and source of funds on Large Principal Money Transfers up to 40,000 USD and making recommendations to management for approving or declining these transactions based on customer’s responses and transaction history

Education & Certifications

Abilene Christian University – Abilene, TX

Major: Computer Science

Minor: Mathematics

TechSkills – Phoenix, AZ

Certifications: A+ IT Technician, Network+, MCSA 2003: Messaging, MCSE 2003 Interface – Phoenix, AZ

Training: Cisco ICND1

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