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Customer Service Active Directory

Norcross, Georgia, United States
$45,000 to $50,000
October 26, 2016

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Resume of Eric Daniel

Phone: 678-***-****



Competent and reliable, committed to top quality work.

Several years of experience in IT industry started with IBM Corporation

System migration and conversation with deployment

PC troubleshooting, both hardware and software

Strong work ethic, Loyal, quick learner

Well adjust to changes/flexible, efficient team player, multitasking, self-motivated, determined

Easy to get along with, patience, ability to prioritize, friendly and expressive

Love to learn new things, well organized, helpful, integrity, confident/intelligent


New Horizons Computer Learning Center, Atlanta GA - CCNA Exam In progress

Advanced Career Training Atlanta, Georgia, Diploma - Information Technology

Computer Learning Center, Chicago Illinois, Diploma - Information Technology

Shaw University, Raleigh, North Carolina – Bachelor’s Degree, Accounting

Technical Skills:

Dell models 486D/50,466/M, and 450/L. Packard Bell and Compaq 486/25m, 560XE, 400MMX5. Hewitt Package Printer models HP11-HP4 Compatibles in token ring environment, Timberline. NT Server, LDAP, Windows 2003/2008 Exchange Servers, Workstation, TCP/IP Networking, Norton Utilities, Windows NT, XP, Vista, 7,0,8,0 Novell 3, 12, and 4,1, Remedy, Netware 3,1,2, Clarify 4,15, NSS, Service Desk Ticketing systems. Foundry, Cisco, and Nortel switches.

Professional Experience

WellStar – Marietta GA

Network Operation Analyst

May 2016 – August 2016

Used Active Directory to reset user’s password,Login password for remote users and unlocked users password

Reset VPN password for Epic users

Used Active Directory for search and other troubleshoot related issues in IT Dept.

Refreshes Post Firewall IP addresses for easy packet delivery in the network

Provide technically phone support for 7,000+ users with issues related to PC, computers, printers, software, and hardware for a 39 clinic integration into Wellstar infrastructure

Assisted internal customers in a 24/7 Service Desk environment and maintained a high level of customer service

Field inbound calls (30-40 daily average) to provide support for users with issues related to login issues, Epic, Kronos payroll, and daily operations

Troubleshoot VDI access issues for users logging into the systems

Provided Second and Third level troubleshooting of IT related issues from local software support to hardware, network access, connectivity, laptops, PCs and printers.

Worked closely with EPIC application owners for support and documentation with any issues related to the application

Access Citrix Xen App (PGP) to remote in to reset, disconnect and log of locked computers and applications

Provide users with tokens and passphrases with Symantec encryption server administration

Provides support for users that are outside the network with remote capability tool

Troubleshoot users issues within Lawson

Creates, update and escalate tickets using Remedy

Worked on VMware Servers and Virtual Machines under DHCP and DNS protocols.

Setup LAN and WAN through DHCP and DNS

GA Dept. of Public Safety – Atlanta, GA

Network Operation Engineer (NOC)

November 2015 – May 2016

Network monitoring, incident response, communications management reporting and applies knowledge of network operation to assignment of moderate complexity

Configure routine testing for SQL, UNIX servers 2008 and 2012

Used Active Directory to reset user’s password, Login password for remote users and unlocked users password. Reset VPN password for users

Used Active Directory for search and other troubleshoot related issues in IT Dept.

Refreshes Post Firewall IP addresses for easy packet delivery in the network

Configure Cisco ASDM 5505 or 5510 Firewall and launched the IP Address through Webmail using latest Java version.

Refreshes Post Firewall IP addresses for easy packet delivery in the network

Built VMware Servers 2008 and 2012 under DHCP and DNS protocols.

Setup and Configure Router, Switches and cat5 for Network Connections

Used SolarWinds Tracker for IP Address monitoring and IT tracking system

Setup LAN and WAN through DHCP and DNS platform

Called back users regarding their ticket to troubleshoot issues for resolution

Add and delete users on email exchange server 2008

Answered users calls and resolved their computer related issues

E. Daniel General Enterprise- Doraville, GA


May 2014- November 2015

Specialize in computer repairs, hardware, software sales and upgrades.

Replace motherboards, hard drives, Ram and other peripheral as the case may be.

Reload and reimage operating systems.

Remove antivirus for customers using malware bite and Symantec suite

Troubleshoot on printers, replace and install new printers with drivers downloads for customers and clients.

Troubleshoot POS for customers with migration and deployment.

Troubleshoot wireless connectivity issues for customers and firmware downloads.

Reset customer’s computer passwords and user names.

LexisNexis-Key Technical Group – Alpharetta, GA

Network Operation Engineer

January 2014 – May 2014 (Contract)

Inbound calls daily configuring and troubleshoot network connectivity’s in the IT Dept.

Used Active Directory to reset password, Login password for remote users.

Reset VPN, PCI, passwords, installed new user VPN authentication password with key-fob for remote users.

Daily loading and mount nightly and supplemental tape drives using IBM mainframe with vendor, Iron Mountain.

Swapped and hot-swap drives when it fails, using Configure Servers 2003 and 2008 with IP addresses using routers and switches.

Monitored Bridger, Preflight, and SNA and CYST applications for dashboard.

Answers users phone calls, assist users and Customers resolve their PC related issues

Setup network through DHCP and DNS platform.

WellStar Hospital – Marietta, GA

Helpdesk Analyst

March 2014 – January 2015 (Contract)

Inbound calls configuring and troubleshooting network services hardware and software for onsite reps

Remotely control reps laptops to perform diagnostics and successfully communicate

Responsible for troubleshoot and upgrade of Healthcare Company’s reps laptops, printers and other peripherals

Reset and Unlocked reps password using DNS and SQL database

Assist on-sight reps to export and import messages, files from outlook to MS word, excel and windows 07.

Goodwill Corporation – Duluth, GA

IT Helpdesk Support

March 2013 –October 2013

20-30 inbound calls installing, troubleshooting, testing and configuring, as well as customized Cisco, Hpux Windows’s servers system.

Rebuilt and reimaged machines to original factory contents.

Assisted customers to setup, browse and surfing into the internet.

Login customer when system automatically times out.

Answer customer questions on how to reboot and reset system when it freezes.

Assist customer on how to save files and attach files from word to flash drive.

Assisted to setup career center client/server network and create email account users

Develop processes and methodologies to enhance problem determination and root cause analysis.

Served as point-of-escalation for complex technical issues.

IBM Corporation – Atlanta, GA

Network Engineer

October 2009 – February 2013

Consulted with clients to provide maximum assistance and support regarding the Setup network and configure through DHCP for network connectivity and POS Device

Performed cat5/cat6 cabling installation including patch panel, terminate

Successfully develop a comprehensive QA system for verifying the accuracy of data migration and conversions.

Troubleshot on POS (Point of Sales).

Refreshed and configured Servers 2003/ 2008.

Assisted customers troubleshooting computer hardware & software and resolving their issues. Secured Remote Access Connectivity

IBM/Lenovo Corporation, Atlanta, GA

Help Support Desk Engineer

March 2003 – December 2009

Troubleshoot IBM Laptop issues over the phone with clients and provide solutions

Troubleshoot and provide solutions to wireless connectivity issues

Investigate and resolves IBM ThinkPad software and hardware problems of end-users

Answer phone calls, Interpret problems and provide technical support

Troubleshoot software (Laptop & Desktop application) problems

Listen to customer questions and problems provide answer courteously

Combine customer service, technology training and computer troubleshooting abilities

Answers questions, applying knowledge of computer software and hardware

Ask users with problems to use telephone and participate in testing procedure using diagnostic software & listening to and from following instructions, troubleshoot.

As team player, working very well with colleagues for special project and researching problems.

Performed server builds, patch installations, system upgrades and maintenance of computer hardware and software issues.

Performance monitoring, performance tuning for Cisco, Windows environments.

Installations, configuration, and general system administration and testing of Apache, Tomcat, and MySQL web servers.

Performed server management for both physical and virtual environments.

Troubleshot issues with clustering and networking such DNS, NTS.

Trouble both desktop and laptop Computers including wireless connectivity.

Migrates and converts the entire hospital manual system to computerization system.

Monitors and evaluate user applications for performance issues.

Installs system security firewall settings to ensure security requirements.

Reference: Available Upon Request

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