Brad Moncrief Scarborough, ON 416-***-**** acuuf2@r.postjobfree.com LinkedIn

Technical Support Professional / Systems Administrator

With expertise in Window Servers, Active Directory & Virtual Desktop Infrastructure

Dedicated and skilled Microsoft Certified Systems Engineer with sound problem-solving skills and 10+-years of qualifying experience. Leverage a broad knowledge of technologies to investigate and troubleshoot elevated issues, confirming problem validity, mitigating risks and seeking logical solutions.

Technical Skills: Servers 2012 DNS Citrix DHCP Microsoft Exchange Networking VPN SQL VMware View ThinApp

CAREER PATH

Technical Support Engineer – Enterprise Desktop, VMware - Burlington, ON 2013-2016

Provided customer support for VMware Horizon View and ThinApp while maintaining a high-quality rate and accuracy. Opened support requests, assisted customers with log collection and referred customers to applicable knowledge base articles or documentation. Managed upwards of 45 cases simultaneously, showcasing due diligence and ownership for each call.

Troubleshot provisioning issues of linked clones and automated pools; provided solutions with Composer SQL and Connection Server Adam databases; diagnosed PCoIP connectivity and performance issues using Teradici UDP Protocol.

Addressed all network connectivity issues related to Domain Access, DHCP pool configuration, DNS registration and lookup; corrected implementation of SSL domain local or 3rd party certificates and required open ports on all firewalls between endpoints; troubleshot USB redirection, ThinPrint and personal issues.

Technical Support Level 2, CompuCom – Mississauga, ON 2012-2013

Subcontracted to GE Power Generation Services to provide advanced level of technical expertise via telephone and remote network connectivity to Field Engineers. Successfully addressed extremely difficult, time-consuming and chronic issues. Managed Active Directory user accounts.

Supported multiple in-house applications running on SQL & Oracle databases; troubleshot network VPN access issues.

Provided remote desktop support for Windows XP/7 & Office 2010; performed remote installations of corporate software.

Technical Support Level 2, Xltek – Oakville, ON 2008-2011

Provided telephone and remote support for electroencephalogram and polysomnography medical devices to hospitals, clinics and sleep labs for Xltek Stellate and BioLogic systems.

Installed and upgraded software using Cisco WebEx remote connection services; repaired corrupted patient studies; rebuilt and merged Access & SQL databases.

Troubleshot network, Citrix and SQL-related problems; provided practical support for Data Devices, Wireless Handhelds, Home Phone and Cable TV.

Microsoft Support Engineer, 2nd Tier – Directory Services, Microsoft – Mississauga, ON 2005-2008

Resolved critical directory services issues on enterprise networks. Restored Active Directory objects and domains in disaster scenarios for corporate clients. Guided customers through Active Directory migration, domain and site deployment, trust configuration and domain rename procedures. Advised on best practices for designing, maintaining and securing Active Directory Structures.

Provided Windows 2000/2003/2008 Domain Support: Users and Groups, Security, Auditing, ACL's, Group Policy, Profiles, Terminal Server, Active Directory Service Interfaces (ADSI), Active Directory, Active Directory Disaster Recovery, Directory Replication, DFS/DFSR, USMT, ADMT, GPMC, ADAM.

Managed collaborative efforts with Networking, Messaging, System Performance, IIS, Internet Security and Acceleration (ISA), SharePoint, SQL and Small Business Server (SBS) teams.

Simulated Active Directory in Virtual PC and Virtual Server; wrote solution objects for the Microsoft Knowledge Base Supported and coached less experienced personnel, acting as Subject Matter Expert (SME) for Group policies and DFS.

EDUCATION & CERTIFICATIONS

Unix System Administration Certificate Microsoft Certified Systems Engineer

Micro Computer Repair Technician Certificate Information Technology Diploma