Active Directory Customer Service

Kristoffer Furnace LinkedIn

Cedar Hill, TX (Dallas)

**********.*******@*****.***

U.S. Citizen

OBJECTIVE

Seeking a long-term/permanent technical role fits my background, experience, & potential for growth. I am open to working shift work including nights.

HIGHLIGHTS

Supported many levels of end-users from non-technical to highly technical, and from the bottom ranking up to executive personnel.

Provided hands-on support, remote support, phone support, and traveled to sites to give support.

Worked in mostly Windows environment, to include Lenovo, Dell, HP PCs; Cisco routers and switches; basic support for iPad & Android tablets and mobile phones.

Used Remedy, Service Manager, Service Now, Cherwell, & SalesForce for trouble ticket management.

Used VNC, Dameware, RDP, Team Viewer, Go2Assist, Infinity remote tools.

CERTIFICATIONS

Server+, Network+ CE, A+ CE, ITIL, VCE Certified Associate

EDUCATION

11/2012 College Certificate in Computer Systems & Networks, American Public University

4/2009 Information Technology Specialist, U.S. Army Center of Cyber Excellence

05/2000 Diploma, Hazlehurst High School, Hazlehurst, MS

PROFESSIONAL EXPERIENCE

Technical Support Engineer 05/16 – 07/16

The Select Group Resigned

Richardson, TX

Provide customer service support for virtualized storage systems.

Address questions and concerns customers have regarding component upgrades.

Communicate between account managers, customer advocates, and customers how to proceed with parts replacements, code upgrades, and scheduling on-site engineers.

Technical Consultant 01/16 – 05/16

TOAS Consulting Released

Dallas, TX

Provide local and remote technical support for desktops, laptops, printers, VOIP & mobile phones.

Setup & support ShoreTel phones, communicator software, & internal applications accounts.

Troubleshoot Skype for Business, Outlook 2010/2013 connection issues.

Support accounts, groups, & permission access using Active Directory.

Utilize Dameware, Go2Assist, RDP, and Infinity remote tools.

IT Field Support 03/15 – 11/15

APAC Texas Inc., Released

Dallas, TX

Provided desktop, system, and network support for local & regional plant sites across Texas and the Midwest.

Perform system installs & upgrades.

Troubleshot, analyzed & repaired problems related to desktop computers, laptops and various components/peripherals.

Utilized Cherwell software for trouble ticket management and for remote troubleshooting.

Setup, support, & replace Cisco routers, switches & Ubiquiti wireless access points.

Maintain printer, file, & domain services in a Server 2012 environment.

Troubleshoot print servers & statically assigned networked printers.

Manage user/security/distribution groups, & group policies via Active Directory.

Provided basic mobile device support for iPad and iPhone.

Desktop Support Specialist 10/14 – 02/15

Cognizant Technology Solutions End of Contract

Irving, TX

Perform desktop support, including installation, move, add, and change (IMAC) maintenance.

Managed on-site print server and static networked printers.

Install and troubleshoot software applications and upgrades.

Manage user accounts, groups, and access control in Active Directory database.

IT Systems Support 01/14 – 10/14

Department of Homeland Security End of Contract

Dallas, TX

Managed user/workstation/distribution/security groups, polices & shared drive permissions.

Provided various IT related support to broad end-user community including Executives and VIPs. Troubleshot, analyzed and repaired problems related to desktop computers, laptops and various components/peripherals.

Supported end-user access using through Citrix client.

Evaluate and test software applications & patches before deployment.

Managed OS installs, software upgrades & patches using SCCM and LANDesk.

IT Support Administrator 10/12 – 10/13

Exelis Mission Systems End of Contract

Overseas Assignment

Created & maintained for Active Directory user, device, groups, access policies & groups.

Provided desktop support for Windows 7 PCs.

Troubleshoot networked & stand-alone printers.

Created & manage Microsoft Exchange accounts and .pst files.

Supported the installation & maintenance of Cisco VoIP phones.

Run vulnerability scans and conduct service desk IT audits.

IT Technician 12/11 – 10/12

Southwest Research Institute End of Contract

San Antonio, TX

Provided technical resolutions for end-users, network issues, VPN access, & mobile devices.

Conducted initial setup of Windows & MacBook machines to join company network.

Enforce Role-base access controls for accounts and groups in Active Directory.

Support and troubleshoot Cisco VOIPs and wireless access points.

Asset control for hardware and software products.

Maintain Microsoft Exchange database.

Information Systems Analyst 08/05 – 11/11

U.S. Army Honorable Discharge

San Antonio, TX

Served as military Help Desk manager and Information systems support for Windows XP & 7 operating systems & software applications.

Configure Cisco router/switch deployment packages.

Managed communication projects by understanding the need of PCs and VOIPs requirements, surveying layouts, and setting up the equipment to provide services.

Provided various IT related support to broad end user community including Executives and VIPs.

Troubleshot, analyzed and repaired problems related to desktop computers, laptops and various components/peripherals.

Maintain printer, file, & domain services in a Server 2008 environment.

Supported networked & statically assigned printers.

Perform vulnerability & virus scans using Retina, McAfee, & Nessus tools.

Administered Active Directory users, workstations, distribution groups, security groups, access policies.

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