Active Directory Desktop Support
Resume:
HERBERT DAVID FORTUNE
**** ******** ****** *** *** Raleigh, NC 27617
*******.*******@*****.***
Professional Summary of Qualifications
Information Technology professional with over 10 years’ experience in multiple disciplines. Areas of expertise include Help Desk support in troubleshooting and training solutions with end user software, hardware and network issues. Consulting support for applications including Windows 95 - Windows 7 and Macintosh OSX 10.5 operating systems. Excellent ability to communicate technical information to nontechnical end users. Ability to interact with clientele of diverse backgrounds and cultures. Strong work ethic, with eagerness to learn and willingness to contribute toward meeting company goals.
Education
Desktop Support Specialist, Certificate, 2009. Cleary University, Ann Arbor, MI
Bachelor of Science, Mass Communications, 1987. Norfolk State University, Norfolk, VA
Employment
Consulting Engagements
HCL Technologies Cary,NC
Senior Analyst August 2013 - Present
VDI
FPOS
COS Registers
Educate the End User
Login to Servers
Active Directory
Reset Passwords
Pfwem32
PC Anywhere
Sales Force
Service Now
• Windows Operating systems
• Clients: Windows7, Windows Vista, Windows XP, Windows 2000
• Servers: Windows 2000, Windows 2003, Windows 2008,
• Knowledge of Active Directory, Exchange 2003/2007
• ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
• User account creation for Active Directory, Exchange Mailboxes, Distribution lists
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
• MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
• Internet browsers (e.g. Explorer, Chrome, Firefox),
• VPN and remote dial-in users
• Support for laptop, desktops, and printers
• PDA and blackberry support
• Others: Adobe Acrobat and other common desktop applications like WinZip, etc.
• Able to deal with stress
• Good writing techniques (English)
• Good phone techniques (English)
• Customer-focused
• Thorough knowledge of troubleshooting remote access issues
• Excellent communication skills, (active listening skills)
• Able to articulate and speak with clear voice
Ann Arbor,MI
ROBERT HALF Jan. 2012 – August 2013
Lead Technician
Swap out hard drives
Enable PXE boot
Deep Freeze workstation
Activate Microsoft Office
Check account information against build sheet
Set default printer
Setup desktop computer
TOWERS WATSON Ann Arbor,MI
Migration Tech
Image and Test computers
USMT, Bit locker
Check account information against build sheet and password
Backup data and verify the data was copied
Restore data to new computer
Test each program and use the migration tool to transfer account information to new user id and password. Login as new user to check account
Install printer drivers
Check programs to ensure they are installed and working per build sheet
Participate with build and deployment and post deployment
Participate in the implementation of Full Disk Encryption on Mac and/or Windows-based end user desktop computers throughout the institution.
Follow institutional guidelines and policies and use standard procedures documented by the project team.
Perform full disk encryption preceded by full data backup computers join to Active Directory domain prior to encryption and precede encryption with Windows 7 migration from Windows XP
Identify problems, apply optimum solutions and communicate the resolutions to the customers, management and other support personnel.
Assigned ownership to maintain complete, accurate and up-to-date incident tracking information via institutional incident ticketing system through the lifespan of assigned issues, escalates to appropriate support departments where appropriate and follows up with those departments until a solution is found and customer satisfaction has been determined.
Document and track backup, migration and installation issues.
EASTERN MICHIGAN UNIVERSITY Ypsilanti, MI
Custodian Jan. 2007 – Aug. 2013
Clean class rooms, offices and rest rooms.
Input time into computer for payroll.
Help fellow employees input their time into computer and print checks.
Take apart and assemble rooms to clean carpets, inspect and replace missing parts.
COMPUTER OWL Ann Arbor, MI
Owner/Technician Jan. 2000 – August 2013
Refurbish and set-up computers.
Install software such as operating systems for Windows 95 to Windows 7, Mac OSX (10.3 Panther, 10.4 Tiger and 10.5 Leopard).
Install and configure parts.
Install LCD, memory, hard drive, dvd burner, cd burner and various other laptop and desktop parts. Instruct end user on how to use their computer.
Setup network and troubleshoot problems.
Answer user inquiries regarding computer software or hardware operation to resolve problems.
Install, configure, maintain and troubleshoot windows operating systems, software and hardware.
Perform hardware upgrades to existing computers.
Investigate error messages, and identify resolutions. Reinstall software or replace corrupt files
that are causing errors.
Install and configure peripherals, network, and dial-up connections. Install internal wireless cards.
KELLY SERVICES Ann Arbor, MI
Desktop Support/ Help Desk Dec. 2006 – Jan. 2007
Help end users repair their computer related problems.
Use Remedy to track problems. Input the results in detail escalate the problems to level 2 or level 3 technicians.
Setup printers and use Ghost, PC Anywhere and other remote software to fix problems. Use Active Directory to reset passwords and change account profiles.
THE WELLNESS PLAN Detroit, MI
Mail & Fleet Coordinator 2001 to 2004
Examined company vehicles, including buses, and trucks.
Planned work procedure and coordinated automotive repair and maintenance services.
Coordinated activities of workers in mail department engaged in mail processing.
Compiled monthly reports.
Interpreted company policies to workers and enforced safety regulations.
Inventory Control Coordinator/Mail Liaison 1999 to 2001
Ensured a smooth operation between outsource company and employees.
Compiled and maintained records of quantity, type and value of medical equipment,
and supplies.
Prepared reports, such as inventory balance, price lists and shortages.
Mail Operation Supervisor 1997 to 1999
Supervised and coordinated activities of clerks, and drivers, who opened, sorted and
routed and delivered mail.
Studied and standardized procedures to improve efficiency of subordinates.
Ensured all incoming packages were entered into the arrival system and delivered
in a timely manner.
3M HEALTHCARE Ann Arbor, MI
Mailroom Manager 1995 to 1997
Picked up and delivered mail for 50 departments
Programmed and set codes on the Paragon mail machine.
Transported mail to and from US Post Office.
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