Customer Service Active Directory

Dereka Smith

Fullerton, Ca, ***** Cell 310-***-****

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

Education

Associate Degree of Applied Science in Electronics and Computer Technology

Technical Skills

Operating Systems - Android, XP and Win 7,

Microsoft Office -Word, Excel, Outlook, PowerPoint

Web Browsers -Internet Explorer, Firefox, Safari

Virtual Private Network (VPN)

Remote tools -Dame ware, Remote Desktop,, CCMS

Ticketing systems - CMIS, Remedy, Service now, Altiris, Foot Print, HP Service manager

Active Directory, SCCM Clients, Juno Pulse, Remote Ad Injector, HP OVO, Citrix Xen App,

Messaging Applications – Same time, Microsoft Lync

Lotus Notes and Microsoft Outlook exchange

Work Experience

UCLA Medical Center Los Angeles, CA 2/2015-01/01/2016

Help desk analyst level 2/ contractor

Unlock user’s account through QUEST

Verifying user account info through FIM

Assist user’s with connect to their email through there IPHONE & Android

Access Splunk to see what devices lock out user’s account

Microsoft Outlook to access email

Service now to complete 15 to 20 tickets a day

Assist users working in an XP and Windows 7 environment supporting users from 2 different hospitals under the UCLA umbrella for example, Santa Monica & Ronald Reagan

HNTB Santa Ana, CA 11/2014-01/2015

Tech support/Contractor

Reimaged Desktop PC’s and Laptop‘s installing windows 7 and various programs for user’s

Mapped the users printers and network drives

Add the user’s profile to their computers

Reset passwords in Active directory

Add pc’s to Active directory along with the user’s name and pc’s serial number

Add computer back to the domain

Reset the computer in Active Directory once it’s off the domain

Remove user’s email address from the distribution list in active directory

Enable the user’s WIFI on their laptops

Add memory to their laptop

Remote support using remote assistance

Outlook email to communicate with users

Run diagnostic test desktop computers

Setup user’s VPN and WIFI

Provide excellent customer service

Cherwell ticketing system to complete 10 -20 tickets

Kaiser Permanente Bellflower, CA 07/2014- 08/2014

Help desk Support / Contractor

Window 7 environment

Remedy Ticketing system to complete ten tickets days

Lotus Notes

100% phone support

Provide excellent customer service

Parker Aerospace

Help desk Technician / Contractor Irvine, Ca 03/2014- 5/2014

Windows 7 environment

HP Service desk ticketing system to complete 10 to 15 tickets a day

IBM Notes 9.0

Main frame password reset

Active Directory password reset

Dame ware remote tool

Support Parkers employees in and out of the United States

Southern Ca Edison Irvine, Ca 01/2014- 3/2014

Help desk Technician / Contractor

Lotus Notes

HP Service Manager

Active Directory- password reset

Black Berry password reset from the server

RSA Soft Token setup and password reset

SAP ticket notifications

Support Various Proprietary Software application

Provide excellent customer service

Complete 40 tickets a day

Software installation

Windows 7 environment

Verizon Wireless Irvine, Ca 08/2012- 12/2013

Remote User Support for the retail stores / Contractor

Provide excellent customer service to Verizon customer service rep

Troubleshoot all POS Register/Peripherals, Cash Drawer, Receipt Printers, Scanners, Sig Pads, Payment Kiosk and Queue Monitors

As a team we of 5 we processes on an average of 1300 tickets per month between 4 support technicians

Meeting ticketing system 24hr SLA to meet customers’ needs

Handle between 16 and 20 trouble tickets a day, which include technical support or routing tickets to local technicians

Desktop Support for Verizon Corporate Office

HP Laptops- repair, replace, troubleshoot, and install software and hardware

Thin Clients- installations setup for call center reps and rebuild the user’s Citrix profile

Reimage HP Laptops with Windows 7 and rebuild user’s Windows profile

Troubleshoot Microsoft Office 2010 for Verizon’s corporate employees and their retail stores

Active Directory- Password reset, adding software, disable account and checking for user group policy.

Setup up user’s RSA token’s

Remote tool- Dame Ware to assist user’s using VPN and Verizon’s network

Hard drive decryption & data capture, data restore.

Use Active directory to add software to user’s profile

Set up command centers for Verizon’s Directors and Executive meetings

Set new hire computer and work station

Installed user’s software remotely on their computer

Rebuild user’s Microsoft Outlook profile

Repair users Microsoft Outlook PST’s

Create new user account for active directory

USC “KECK” Hospital Alhambra, Ca 03/2012-04/2012

Helpdesk Analyst Level II / Contractor

Reset password and unlock clients account through active directory.

Utilize CCMS remote tools to resolve customer issues.

Support and closed 20-25 tickets a day utilizing Foot Print ticket system for USC medical staff

Dispatches calls to appropriate technician.

Provided excellent customer service to USC medical staff

UCLA Medical Center Los Angeles, Ca 02/2012 – 03/201

Helpdesk Analyst Level II/ Contractor

Supported and closed 15 -20 tickets a day utilizing service now ticket system for UCLA medical staff and UCLA student population.

Reset password and unlock clients account through active directory.

Reset password for Customer’s main frame account.

Utilize remote tools to resolve customer issues.

Notify users of system status whenever there is an anticipated outage or when unscheduled downtime occurs.

Dispatches calls to appropriate technician.

Proficient excellent communication skills, attention to detail, and customer service skills.

Healthcare Partners Torrance, Ca 10/2011 – 01/2012

Helpdesk Analyst, Level II/ Contractor

Supported and closed 60-70 tickets a day utilizing Remedy ticket system.

Reset password and disable and enable user account through active directory.

Assist user utilizing Microsoft Outlook 2010 and sending emails to verify if doctors are contracted through healthcare partners.

Reset password for Customer’s who has access to, PIP, Epic, Enterprise and HCP Connect.

Utilize remote tools to resolve customer issues.

Notify users of system status whenever there is an anticipated outage or when unscheduled downtime occurs.

Dispatches calls to appropriate technician.

Excellent at communication skills: customer service and the ability to work with a team.

knowledge of all HCP hardware and software applications with a goal of resolving customer problems/issues on the initial call.

Assist users with advanced trouble shooting skills to isolate and diagnose common pc hardware and software problems.

Troubleshoot and configure HP and Lexmark laser jet printers.

Supported and maintained Microsoft Office 2007 and 2010 (Microsoft Word, Excel Power Point, Access and Project).

Provided PC’s and Laptops image support for Windows O\S: XP Pro and Win.

County of Orange/Social Service Agency Santa Ana, Ca 04/2008 – 12/2010

Helpdesk Analyst, Level II/ Contractor

Supported and closed 10-30 tickets daily utilizing Unicenter Ticketing software.

Provide continuous Cal WIN software upgrade support and maintenance.

Supported and administered Active Directory utilizing Remote tool to connect to WinXP as well as adding and deleting users in the environment.

Supported and maintained Microsoft Office 2003 suite.

Troubleshot HP and Lexmark printer

United Health Group Santa Ana, Ca 07/2007 – 03/2008

Helpdesk Analyst, Level II

Utilize Altiris ticketing systems for technical support issues.

Utilize Dameware, Remote Desktop Connection and Bomgard to remotely connect with multiples PCs laptops.

Provided PC’s and Laptops image support for Windows O/S: 2000Pro/Server, XP Pro.

Updated and installed various software programs such as: MS Office 2003/2007.

Password resets for application on a Citrix platform

CVS/Pharmacy Los Angeles, Ca 05/2006 – 12/2006

Helpdesk/Field Technician

Supervise Contractors while they install HP printers, IBM computers, POS Registers and IBM Servers.

Managed contractors to ensure the company’s blueprint of procedures and policies were being implemented during installation.

50% phone support assisting CVS store managers, and employees with trouble shooting printers and POS registers.

50% field service installing registers debit readers HP printers, fax machines, modems and hard drives.

Field responsibilities also consisted of imaging and software installation for user’s dell desktops and IBM laptops.

Shipped and received inventory and installed needed hardware in the store

IBM Gardena, Ca 08/2005 – 04/2006

System Service Representative

100% traveling to various corporate companies installing HP printer, POS registers, IBM Laptops and PC'S.

Work side by side with 300 users to install their software through imaging using ghost and set up their workstation.

Install NIC cards and modems in PC's and laptops.

Install Windows NT, XP, 2000 on user’s laptops and PCs.

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