Technical Support Active Directory
Resume:
Ricky Merrell, JR.
***********@*****.***
EXPERIENCE
Computer Support Specialist, FTI Consulting [through TFI Resource & Strategic legal] Oct. 2013-Feb. 2016
Provide technical support for desktop/laptop users – using proprietary document review technologies. Diagnose, implement and resolve technical issues, within the following scenarios:
Installed and troubleshot enterprise level: network switches and routers
Resolved printer and network connectivity issues (i.e WSD, SMB, etc)
Reimaged, updated, and deployed desktops
Setup multiple sites in key states (i.e NY, CA, FL)
Authored and implemented technical support guidelines
Tracked tickets through Salesforce
Desktop Support, Smart Source Mar 2013-Aug 2014
Replaced defective or warn hardware parts, such as: Motherboard, chassis fans, Serial Ports, Power switch, etc.
Helpdesk Support, Plumchoice Oct 2012-Apr 2013
Serviced multiple tickets using Bomgard remote desktop tool. Implemented and resolved technical issues for the following scenario(s):
Viruses, Malware, and Spyware removal
Data migration
Client side backups using third party software, or Windows tools
Resolved Printer issues
Microsoft Windows Operating System issues (window updates, etc.)
Troubleshoot Outlook (versions: Windows XP/ 2003/2007/2010), Windows Live
mail ( Windows Vista/7/8)
Technical Support Engineer, Teleperformance Sept 2010-Jun 2012
Provided Tier 2 Technical Support for clients using the Microsoft Online Service(s) platform (MS Office365) - for both business and home implementations. Provided technical support for the following technologies:
MS Exchange 2007/2010
Outlook Web App (OWA)
Active Directory Federated Services (ADFS)
Single Sign On 2.0 (SSO)
Active Directory Synchronization (DirSync)
Outlook client (Windows/Mac users) and Entourage
EDUCATION
Computer Network Engineering, Associates Degree July 2009-June 2011
Florida Career College, Pembroke Pines, Florida.
Business Clerical, Certificate January 2003-April 2004
Miami Job Crop, Miami Gardens, Florida.
Microsoft Certified Technology Specialist: Windows 7 Configuration, Certification Sept. 2011
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