Customer Service Active Directory

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INFORMATION TECHNOLOGY HELPDESK Analyst/Desktop Support

Job Objective: To become an indispensable member of an Information Technology organization where my experience of helping people solve challenging technology problems will be fully utilized.

JOB SKILLS

Windows XP/Vista/7/8, Windows Server 2k3/2k8/2k12.

HTML, Tomcat, Apache, Web App change control

Extensive experience setting up, installing, imaging, and repairing desktops, laptops, & printers.

DNS, FTP, SFTP, SSH, RDP, POP3, IMAP, SMTP, HTTP, HTTPS.

McAfee, Symantec Antivirus and various anti spyware applications.

PC desktop/workstation Hardware. Dell/IBM/HP.

Dell server hardware 2950/R710/R720.

Issue ownership, detailed documentation, knowledge transfer, & resolution.

Professional customer service and people skills.

Excellent spoken and written communication abilities.

Excellent problem solving skills; ability to visualize a problem/situation and think abstractly to solve it.

Proactive systems/environment monitoring.

PROFESSIONAL EXPERIENCE

February 2015 – March2016: Koch Industries/Georgia Pacific. Atlanta Ga

Senior Desktop Analyst assigned to Georgia Pacific integration team for Koch Industries. GP was purchased by Koch Industries and I was an integral part of the integration process. Responsible for decommissioning older Desktop/laptops/mobile devices/other peripherals. Imaging of over 1300 new desktops and laptops as well as reimaging and upgrading existing systems. Creating backup processes and tools for imaging when server based imaging systems were down. Performed bios/driver/hardware/OS updates on over 2000 systems. Led small team of desktop support technicians to properly dispose of hardware containing company data using DBAN. Worked with venders to coordinate on-site repairs of various hardware that was under support contracts. General desktop support duties include remote support using RDP, installing software and updates, triage of any customer issues. Responsible for setting up conference rooms for meetings and ensuring projectors and other equipment is configured and working properly. Triage support for mobile devices running Android, iOS, and BlackBerry OS. General network and Active Directory domain issues. Manage trouble tickets through Remedy and training other FTEs on the switch to Service-Now. Encrypt user profiles through EPO console. General customer service and a positive attitude.

September 2014 – February 2015: Genuine Parts Company (NAPA). Smyrna Ga

Duties included supporting remote and local users. Managed call queue and incoming problem tickets. Updated or created knowledge base articles to increase team resolution efficiency. Managed day to day support duties while managing department projects. Lead for hardware replacement and imaging project. Installed new hardware and software per approved requests. Provided afterhours monitoring of services, created trouble tickets, and escalated to on-call systems person. Managed, installed, supported departmental printers and network connections. Assisted users with new software features, system upgrades, and software upgrades. Lead for the Java software security updates and in house application functionality project. Supported and increased user awareness with regards to phishing emails, trojans, viruses, spyware, and other methods of social engineering to protect company assets.

March 2014 – September 2014: Grady Memorial Hospital. Atlanta Ga

Duties included customer issue resolution via phone and in person. Primary support for the WOW stations (workstations on wheels). Managed user profiles and migrations. Managed and supported all Hyperspace mobile carts for patient data such as prescriptions, patient care, and medical records. Troubleshooting network issues and tracing bad lines back to the patch panels using a toner. Primary printer setup and support (Assigning network ports, running lines, assigning ports, and Troy chips for prescription paper watermarks). Troubleshoot print queue issues with the print servers. Imaging hundreds of desktops, laptops, and thin clients. Troubleshoot remote login issues to published applications, servers, etc. Replaced batteries in WOW think client stations and UPS backups. General desktop hardware and software troubleshooting. Traveled to clinics across the Metro Atlanta area to support IT operations.

October 2013 – March 2014: Contractor HBS Computer Services, LLC. Atlanta Ga

Duties include customer issue resolution via phone and in person. Migration lead for XP to Windows 7 of over 300 desktops and laptops. Imaging new laptops and desktops. Update system BIOS and set admin password. Troubleshoot hardware, network, software, and driver issues. Install printers and printer drivers. Configure mobile devices (iPads/iPhones) for company email and security. Install and support MS Office applications such as Outlook, Word, and Excel. Maintain/Install/Configure standard peripherals such as external Hard drives, CD/DVD Rom drives, monitors, scanners, etc. Install and verify systems have latest virus definitions. Manage asset tag database. Maintain user account information and password reset/unlock in Active Directory. Maintain SOP documentation.

June 2013 – September 2013: Contractor Horizon Software, Inc. Duluth Ga

Duties included User support and customer service. Answer helpdesk phone. Specialized software provisioning for k-12 schools using the following technologies: Vboss, kidserve, onesource, central office fastlane. Remotely connected to client machines and servers using GoToAssist. Created, archived, and restored MS SQL and dBase databases. FTP upgrade files for applications and student lists.

March – May 2013: Contractor Ricoh IT Services. Tucker Ga

Duties included answering the help desk phone, Troubleshooting customer issues that ranged from Outlook not connecting to Exchange Server to not being able to log into the MS Active Directory Domain. Resolved customer issues with MS Office applications and their documents. Used the IT Services Ticketing system to track all incidents and user requests for IT services. Used Kaseya agent to remote login to servers to perform maintenance. Supported the Citrix portal for users to access services in our private cloud. Maintained documentation and SOPs in our department’s SharePoint site. Cleaned up malicious malware, spyware, & viruses from systems on site and remote. Managed accounts in Active directory. Supported customer’s hardware and peripherals such as laptops, printers, fax/copy/scanners.

October 2012 – Jan 2013: Contractor Alcon Laboratories. John’s Creek Ga

Upgraded all PC’s and laptops from Windows XP to Windows 7 for over 1,000 employees. Used Bit locker encryption. Flashed the BIOS and firmware for upgrade. Loaded and installed device drivers for networked printers and other peripherals. Customer service duties included teaching users to understand how the new installed software packages work. Also showed employees how their company’s new proprietary software works in addition to the installation changes.

June 2012 – September 2012: Contractor Horizon Software, Inc. Duluth Ga

Duties include User support and customer service. Answer helpdesk phone. Specialized software provisioning for k-12 schools using the following technologies: Vboss, kidserve, onesource, central office fastlane. Remotely connected to client machines and servers using GoToAssist. Created, archived, and restored MS SQL and dBase databases. FTP upgrade files for applications and student lists.

August 2007 – June 2012: Contractor Network Communications, Inc. Lawrenceville Ga

Duties included User support and customer service. Answer helpdesk phone. Collect caller information, identify the exact problem location, document all case details, and provide troubleshooting within the guidelines of the client SLA. Provide telephone and in-person support to over 1200 end users, troubleshooting, diagnosing, resolving, and documenting hardware, software, and network related technical issues. Create, respond to, escalate, and close tickets. Deployed new workstations and printers, install operating systems, applications, drivers, and configure network properties and hardware. Upgraded 200 existing laptops with Windows 7 with bios updates. Perform routine user requests such as resetting passwords and unlocking accounts in Active Directory. Assist server engineers with day to day backup tape duties.

November 2002 – August 2007: Georgia Department of Natural Resources. Rutledge Ga

Facility support analyst – Assisted 40+ users in resolving diverse hardware and software issues. Ensured quick resolution of user concerns and escalated more complicated support issues to senior desktop technicians. Trained departmental staff in the use of systems and applications. Installed applications and coordinated all hardware/software upgrades. Managed ticket queue, issue resolution, and communication to end users. Deployed new hardware, installed applications and operating systems, printers, scanners, and other components.

November 2001 – November 2002: Network Communications, Inc. Lawrenceville Ga

Worked with infrastructure modernization team to roll out new servers, workstations, and networking cables. Ran network cable bundles to server room patch panels. Unboxed, imaged, and deployed new workstations/laptops. Assisted server engineers with unboxing and racking new servers in the datacenter and in the offsite DR location. Assisted with troubleshooting network cabling issues by tracing lines with a toner.

EDUCATION

Bachelor of Arts degree at Georgia State University with a major in History and minor in political science, Dean's list.

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