Technical Support Active Directory
Resume:
-Mark Daugherty
*******@*****.***
http://www.linkedin.com/in/markwdaugherty
SUMMARY
Experienced systems technician with advanced expertise in desktop support and PC applications
Adept at resolving hardware/software issues with minimal downtime
Provides superb customer service with internal/external customers.
At Rolling Hills Hospital, through my discovery of failing Domain Server, kept the hospital from losing
computer access
TECHNICAL SKILLS
Operating systems: Windows XP Professional, Windows 7 Professional, Enterprise
Experience with MS Office, Ghost Imaging, LAN connectivity
CERTIFICATIONS
Microsoft Certified Professional (MCP)
A+
Security +
Network +
PROFESSIONAL EXPERIENCE
Windows Desktop & Deployment Specialist, HP/TN Bureau of TennCare (contract employee) 2015-2016
Provided IT support for over 400 users, using Remedy ticketing software
Troubleshot desktop, laptop computers to resolution
Coordinated moves of employees, their computers and phones to new locations within TennCare buildings
Involved in the change of all computers to Internet Explorer 11, determined proprietary software
was compatible with it
Used Asset Management in order to maintain employee data bases of the three TennCare buildings
Imaged computers with Windows 7 Professional Operating system using Ghost Imaging software
Added/removed users, computers in each department using Active Directory
Desktop Technician, Dell /Vanderbilt University Medical Center, (contract employee) 2014-2015
Provided IT support for various VUMC facilities, Nashville, TN
using the Pegasus ticketing software
Per incidents, resolved hardware/software issues with desktop, laptop computers, printers, etc.
Per requests, moved computers, monitors, peripherals to new locations
Using proprietary software, determined specifications and locations of VUMC computers
Imaged computers with Windows 7 Enterprise Operating System
Added/removed users, computers in each department using Active Directory
IT Consultant, Rolling Hills Hospital, (contract employee) 2012-2014
Provided IT Support for over 200 users
Troubleshot issues involving desktops, laptops, printers, etc. to resolution
Used Active Directory, assigned host names, reset passwords, unlocked accounts
Verified computer information, installed software, using Remote Access using Windows Server 2008 R2
PC Support Technician, Department of Veteran Affairs, (contract employee) 2011
Deployed computers, monitors per users’ specifications
Ensured network connectivity
Inventoried all hardware, reported any discrepancies
PC Technician, Wells Fargo Advisors, (contract employee) 2011
Collaborated with other technicians on Personal Equipment Replacement Project
Staged desktop computers for encryption by backing up data
Encrypted desktops that remained in office using PointSec encryption software
Encrypted desktops scheduled for removal using WinMagic encryption software
Restored data to incoming laptop computers
Configured new laptops, assisted users with new software, encryption procedures
IS Consultant, Renal Advantage, Inc., (contract employee) 2009
Troubleshot incoming PCs, primarily Dell desktops and laptops for nationwide users
Repaired computers experiencing hardware issues by replacing defective components
Rebuilt both desktop and laptop PCs
Installed Windows XP Professional Operating System using Ghost Imaging software
Repaired Lexmark printers and a variety of monitors
IT Support, Vanderbilt University Medical Center 2008-2009
Provided technical support for inbound phone calls regarding hardware/software issues
Dispatched support for hardware issues, such as malfunctioning computers and peripherals, printers,
servers
Informed all necessary personnel when computers were down and monitored situation
IS Consultant, Nissan North America (contract employee) 2008
Provided Desktop Support for over 1,500 users at Nissan North America Headquarters in Franklin, TN
using Remedy ticketing software
Replaced defective hardware in Dell computers, both desktop and laptop
Ensured connectivity to the network
Maintained wireless access for laptop computers
Installed Windows XP Professional Operating System using Ghost Imaging software
Technical Support Specialist, Dell, Inc. 2006-2008
Provided technical support for inbound phone calls from Small to Medium Business customers
Resolved customer technical issues on multiple products (Optiplex, Dimension, Latitude, Inspiron,
wireless and software applications)
Troubleshot hardware issues, dispatched technicians to replace malfunctioning parts
Sr Systems Technician, Tech Team Global, Inc. 2001-2005
Provided Desktop Support for 1,800 users at PRIMUS/Ford Motor Credit, Franklin, TN using
Remedy ticketing software
Provided on site troubleshooting for hardware/software issues
Repaired Dell computers with defective hardware by running diagnostics and replacing the components
Maintained users’ network connectivity from computers to Cisco switches
Installed Windows XP Professional using Ghost Imaging software
EDUCATION
Nashville State Technical Institute- Nashville, TN
Associate of Applied Science-Communications Technology/Networking
INDEPENDENT COURSEWORK
Certified Ethical Hacking
Certified Hacking Forensic Investigator
ASSOCIATIONS
Association of Information Technology Professionals (AITP)
Information Systems Security Association (ISSA)
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