Support Active Directory
Resume:
RONALD GEE
***********@*****.***
CERTIFICATIONS & TRAINING
CompTIA Server+, Texas Technical Institute
Dell DCSE-Associate Server Certification V9.0 & Basic Wireless Technology
SUMMARY
Setup new office builds internationally with minimal support and supervision.
Created and maintained SharePoint page for international shipping and logistics for Noble’s IT department to streamline and in some cases & enable worldwide equipment deployment.
PROFESSIONAL EXPERIENCE
Odyssey/MD Anderson, Houston, TX 11/2015 – 04/2016
IT Helpdesk & Mobile Support Technician
Provide remote and direct desktop/laptop support in a Windows Server 2012 (Active Directory) and Windows 7 environment, utilizing Bomgar for remote support. Also supported handheld mobile devices from Blackberries, Android and Apple iPhone 6s, 6 plus, 7 and iPad devices.
Supported computer technical issues from hardware, software, integration, and operating system-level problems.
Support Dell desktops and laptops computers by diagnosing, troubleshooting, and resolving computer hardware issues, and network system problems.
Supported software to installation and problem solving (MS Office 2010 to 2013 and Outlook email client, Trend Micro virus scan, Citrix, Cisco Jabber to VPN and etc).
Provisioned end users accounts utilizing Active Directory (Password reset to lockouts, adding and removing from Organization Units to updating contact information).
Supported handheld mobile devices for BYOD (Bring Your Own Device) mobile upgrade team. Utilizing “Air Watch Mobile Device Management” console and “HipLink Text messaging” console.
Configured and troubleshot smart phones (Android, iOS) for email.
Track all issues utilizing Cherwell Service Management ticketing system.
Sunnova Energy, Houston, TX 04/2015-09/2015
IT Support Specialist
Provided technical assistance and support for issues related to computer systems, hardware, and software in a Windows Server 2012 R2, Windows 8.1 and Apple iOS in Cloud network.
Created and managed users accounts in Active Directory, Cisco Meraki wireless accounts, Docusign, Office365 and ShoreTelSky Call Management Portal.
Managed installation of hardware, software, operating systems and office applications including, installing and removing options in PC's, installing and configuring software for Adobe PDF's and DocuSign.
Mainly provided support to corporate employees utilizing DocuSign. Implemented, tested, created and administered users accounts and trained user on how to use Docusign.
Imaged, installed, modified and repaired computer hardware and its peripheral such as printers, scanner and copiers.
Provided remote Desktop Support services for in house and external users utilizing GotoAssist for remote support.
Configured and troubleshot smart phones (Android, iOS) for email.
Created and set up ShoreTelSky phone VoIP telephony account.
Provision accounts for Cisco Meraki for wireless access.
Supported Audiovisual Conference equipment, and assisted users with the use of the AV and Video Conferencing equipment.
Maintained timely and accurate helpdesk request records utilizing Salesforce as the ticketing system.
Assisted with ongoing technical projects and tasks.
Noble Drilling, Sugar Land, TX 06/2011-04/2015
IT Helpdesk & Desktop Support Analyst
Supported both US and International users in a Dell computer Microsoft Windows 7, Office 2010 and Office 2013 environment, utilizing Active Directory, MS Forefront Anti-Virus, and Microsoft System Center 2012 R2.
Remote support desktop/laptop and Wyse Terminals, utilizing LogMeIn Rescue, Microsoft System Center 2012 R2 and Remote Desktop for configuration, software installation and end user training.
Supported local and network printer installation and configuration, PC peripheral installation and computer device hardware break-fix.
Day to day management of activities that includes PC request, PC/printer hardware break-fix, Application/Software support utilizing incident ticketing queue (Footprints) to ensure timely response and updates to all requests.
Travelled 15% to international branch offices and shore base Oil rigs participating in projects, computer upgrade, break-fix and printer upgrades.
Worked with IT Security groups to diagnose the vulnerability and resolve all malware, spyware and virus incidents on all desktops.
Interfaced with vendor support to resolve desktop technical issues and best pricing on standard computer hardware, and make recommendations for standard desktop environment.
Supported Smartphones (iPhones) utilizing Mobile Iron Admin console, Video Conferencing equipment other related devices that are inherit in both the network / wireless environments.
Created Cisco Guest wireless access accounts utilizing GUI Lobby Ambassador Guest Management/Guest Users List Window.
Monitored UMP (Nimsoft Unified Monitor Portal) board for Server systems/Application issues and monitor Solar Winds (Network Operations Center) for network outages.
Coordinated International disasters response teams via integrated software and telecommunication systems.
Performed Emergency Alert Support for all rigs that are in distress utilizing Alert Find by Dell (Alert Find is used to compose an alert document save and then send an email).
Performed other tasks as requested.
CSC/BHP Billiton, Houston, TX 10/2010-06/2011
Desktop Support Analyst
Installed, configured, maintained and tested computer hardware, thin clients, software and peripheral equipment.
Answered users call when directed for phone support.
Supported OS Windows XP on desktop/laptop commuters.
Acted as a technical resource to end users and other information technology staff and troubleshoot, diagnose and resolve moderately complex hardware, software and network connectivity problems, including problems not covered by established procedures.
Utilized Iron Mountain Connected backup Agent for Desktop/Laptop computers.
Used AppSense Management Suite v.8.0 for managing Citrix XenDesktop v5.0 profiles, deletion of cache and personalize setting… hardware using Wyse (Thin Clients) Terminals R90L model.
Identified trends in the reported problem calls and implements improvements.
Supported and tested user configurations for system compatibility and provide work guidance to team members.
Assisted in hardware and software configurations and standards to meet customer needs, and develop specifications to purchase new hardware, software and other peripheral devices based upon established departmental standards.
Provided central admin support (password reset and give authorization access to customers).
Created users Blackberry hand-held wireless account utilizing Blackberry Enterprise Manager 5.0.
Documented and pertinent information via Remedy ticketing call tracking software.
BMC Software, Houston, TX 11/2009-10/2010
Sr. Desktop Support
Provided senior lever support for the Sales team from VPs, Regional Managers, Managers and Senior Consultants too in office and home office users.
Supported a Microsoft Windows XP and Windows 7 Professional environment.
Utilized Microsoft Office 2003 and 2007, McAfee Security Center Software 8.5i and Citrix Xendesktop, and VNC client.
Acted as a technical resource to end users and other information technology staff.
Troubleshot, diagnosed and resolved moderate complex hardware, software and network connectivity problems which consisted of problems not covered by established procedures.
Resolved problems regarding system configurations, setups and debugs.
Identified trends in the reported problem calls and implements improvements.
Analyzed and made recommendations regarding user support needs or improving customer satisfaction.
Utilized Iron Mountain Connected backup Agent for Desktop/Laptop computers.
Salesforce Administration-supported Mobile hand-held devices… Blackberry ran Salesforce mobile Saas (Software as a Service).
Used tools such as BES (Blackberry Enterprise Server, Appsense used for Xendesktop, Bart PE and Ghost, Partition Magic, Iron Mountain Connected backup for safe data recovery, using remote software such as Net Meeting, and Microsoft Communicator.
Recorded all incidents in Remedy.
JPM Chase, Missouri City, TX 07/2009-07/2009
Lead Computer Technician
Managed and provided QA and QC for processes and procedures, and deliver on-site IT services and support for JPM Chase rollout/conversion.
Led a technical team in implementing hardware and software for the JPM Chase/Washington Mutual branch conversion.
Trained Technicians to perform jobs duties; Installed and test new software and Teller hardware.
Hardware consisted of Panini POS check scanner, Ithaca POS receipt printer, and the Magtek POS key pin pad for debit/credit card reading.
Utilized HP Compaq dc5800 computer that was being use for testing, and for production upgrades with the new Windows OS.
Provided QA to integration team of processes and procedures for implementation.
Coordinated with Branch Manager to perform technical environment readiness.
Provided customers with assistance, guidance, and advice to ensure good practices in standards.
Produced deliverables within timelines, and provided on-site support to make sure users’ computer software and hardware were working proficiently.
Performs other tasks as required or assigned by supervisor.
Statoil Hydro, Houston, TX 01/2009-06/2009
IT Support Technician
Tasks were incorporated of Desktop/Laptop, Wireless Devices, Telecommunications, Audiovisual and Network Support.
Provided Level III support on software, PC, network components and database connectivity.
Supported Mobile hand-held devices such as HTC s710, HTC s740, HTC TyTn II.
Configured, tested, maintained, and troubleshot hand-held devices Active Sync to receive wireless emails from the Exchange Server.
Utilized Desktop/Laptop OS platform Windows XP Professional and Microsoft Office 2003 Professional.
Configured Outlook with use’s profile to connect to the email server.
Imaged desktops/laptops utilizing Ghost image.
Configured desktops and laptops.
Installed and set up desktop/laptop at users’ desk.
Recorded all Computer Hardware Equipment Assets in SAP.
Maintained inventory count within company standard.
Provided second level support for phone and network issues (Voice & Data patching) and support IP Telephony phone (VoIP), and audiovisual conference equipment; Crestron Control Systems.
Documented, tracked and monitored solutions to common issues utilizing Service Center ticket application.
Deloitte & Touché, Houston, TX 06/2008-12/2008
IT Support Analyst
Provided office level Desktop, Remote Services Support within a team of Ten (10) support technician in a Microsoft Windows XP, Windows Vista and Citrix Client environment.
Provided Level support on Computers Hardware, Dell, and HP and IBM laptops, and infrastructure environment (network components).
Supported Mobile hand-held devices, Verizon 750 Treo, 700 Treo, 8525 slid, T-Mobile Samsung i750 with Windows Mobile 6 Sync, and Blackberry 8310, 8700, 8800.
Refreshed operating systems performance, troubleshooting operating system configurations and hardware, and replaced OEM parts.
Imaged laptops utilizing Ghost image and configured laptops
Upgraded laptops OS from Windows XP to Windows Vista.
Utilized software application (Linchpin Prep/Linchpin) to backup data to storage area on server and deploy data back to new OS hard drive.
Utilized Iron Mountain Connected backup Support Center to Administer Agent (Users’) accounts.
Supported and configured applications utilized Remote Assistance and Microsoft Communicator 5.0 and 6.0.
Configured, tested, maintained, and troubleshoot hand-held devices.
Utilized Active Directory by giving users rights, resetting and unlock passwords, adding and removing computers.
Monitored and documented computer issues to ensure a timely resolution using ticketing application Uni-center Service Desk.
Copano Energy, Houston, TX 05/2007-06/2008
IT Support Technician
Provided 3rd Level Support services in a Microsoft Window XP Citrix Client environment.
Technically assisted users’ with computer, printer maintenance, mobile devices, and telecommunication hardware.
Supported Microsoft Office 2003 applications and configured Outlook with user’s profile to connect to the Exchange email server.
Supported Blackberry devices.
Configured, test, maintained, and troubleshoot hand-held device issues and updated software.
Created users domain and wireless hand held account utilizing Active Directory and Blackberry Manager on the Blackberry Enterprise Manager 4.0 & 4.1.
Created users phone extensions and voicemail box accounts utilizing Nortel Call Pilot Manager (web browser), setup and configured Nortel IP phones.
Supported critical enterprise system issues, as designated by the Network Administrator.
Administered McAfee Enterprise Virus Scan.
Monitored daily activity of virus risks or threats utilizing Symantec System Console.
Led a technical team for a computer roll-out project for two new field offices.
Rolled out computers and network hardware for two new field offices- Dell Power Edge 1950 servers, desktops and laptops computers.
Staged desktops and laptops to install company image utilizing Ghost.
Configured File and Print server for field office to communicate on network.
Effectively managed scope and time, while ensuring high customer satisfaction.
Transocean Deepwater Drilling, Houston, TX 10/2006-03/2007
Desktop Support Technician
Provided Desktop Services Support in a Dell Computer Windows XP Professional environment.
Built and configured desktops and laptops with standard image utilizing Ghost.
Configured MS Outlook XP and 2003 for Desktops users and configured Outlook XP and 2003 for synchronization offline folder Laptops users.
Utilized Remote Assistance for supporting users’ software issues and instructing.
Hardware support of desktops/laptops break fix.
Configured Dell laptops for wireless connection.
Supported Hp printer and plotters, configured printers for network, troubleshoot printer issues and preventive maintenance.
Altiris was used for Remote Desktop Assistance support for users’ software issues.
Administered user’s logon accounts utilizing HYENA/Active Directory.
Support local area network (LAN) services when required as related to desktop systems interfaces.
Document, track and monitor issues to ensure a timely resolution using ticketing application Heat and ITSM (Information Technology Service Management) escalate issues appropriately.
Ameriquest Mortgage, Houston, TX 06/2004-03/2006
Field Engineer I
Provided Desktop, Telephony and Field Support for Houston offices.
Configured and troubleshot Desktop and Wyse Thin Client (Terminals) in a Windows XP Professional Citrix Client environment.
Supported Citrix Thin Client 8.0, Microsoft Office XP and configured Outlook with user’s profile to connect to the email server.
Supported local area network (LAN) services when required as related to desktop systems interfaces.
Troubleshot HP printer issues, preventive maintenance for printers, configured printers for network use.
Created users telephony account utilizing ASA (Avaya Systems Administrator). To their voicemail, ads and moves chhanges within ASA.
Assisted Avaya Engineer with provision ISDN circuits for Voice and Data along LEC (Local Exchange Carrier).
Wired punch down block, color coded wiring workstation to PBX.
Provided 2nd level support for phone and network issues (Voice & Data patching).
Supported IP Telephony phone (VoIP).
Used Peregrine to document and monitor user’s computer issue, and track company computer Assets.
Provided on call support 24 hours x 7days with Black Berry.
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