Active Directory Customer Service

robert ervin

512-***-**** = acx08m@r.postjobfree.com = Round Rock, TX, 78664

TECHNOLOGY PROFESSIONAL

Hard-working = Resourceful = Rational = Methodical

Recognized as a highly-skilled, competent, solutions-driven senior technical analyst whose business acumen has been recognized by senior management, staff, and colleagues for detail-oriented technical skills. Ability to prioritize complex tasks, the ability to solve customer problems with innovative solutions, and for independently taking on and completing technical projects.

CREDENTIALS

Ability to work without supervision

Good communication skills to relate with end user, team members and support workers

Skilled in installing, repairing and troubleshooting computer hardware & software requests

Committed to relate and learn technical concepts

Excellent organizational skills

Strong attention to detail

Thorough understanding of providing preventative maintenance on hardware

Well versed in hardware procurement and budgets

Working knowledge of hardware, software, network,

Documented success of maintain problem status and resolution information in the ticketing database

Strong attention to detail

Manage time and priorities effectively

Provide one on one end user training as needed

Responsible for variety of ongoing and new special technical projects

TECHNICAL SKILLS

Hardware: laptops, desktops, mobile devices, printers, scanners, windows 2000, windows XP, windows 7, windows 8, re-imaging software, POS systems, Active Directory (AD), Group policy.32 bit, OS. 64 bit

Software: Microsoft Office 7, Microsoft Office 10.Anti-virus removal software. Adobe reader, chrome, internet explorer. CRM.SAP, Back-office, Backup software, remote software, SNOW ticketing system

Network: Tcp-IP, IPv4, routers, switches wireless connections, network drives

Printers: local printers, network printer, and label printers

SELECT ACCOMPLISHMENTS

Received numerous awards including “on the spot” award.

Tech of the month award “3” times in addition to numerous customer email recognitions

Initially hired for desktop support promoted to workstation support and server support due to technical knowledge, customer service, and leadership skills.

PROFESSIONAL EXPERIENCE

Texas Health and Human Services / ARC. (04/2016 through 11/2016)

Senior Help Desk Support Agent

Reset End User password thru active directory.

Unlocked End Users account

Troubleshooting hardware and software issues as well printer issues

Creating trouble ticket for the End Users local IT or to the second level support group

Troubleshooting network and VPN access

Setup End users outlook and email access

Setup new End users desktop phones (Ayava Cisco and Nortel)

Created tickets for Phone issues for the local Telecom team

Applied Materials. (01/2015 – 12/2015)

Senior Desktop Support Technician

Support desktops, laptops, printers and mobile devices for remote users.

Assisted with password resets

Assisted with Reimagining on laptop and desktops

Replaced toner drums waste containers

Assisted with printer setup local and network

Dell Inc. (05/2014 – 01/2015)

EUC Client Peripheral Specialist / Helpdesk Specialist

Responsible for quoting and selling a defined set of Client Peripheral products as a member of the client End User Computing organization.

Provide sales support via phone calls, email, chat or IM.

Accountable for delivering technical solutions, products, and /or services that address customer needs of varying complexity.

Identifies customer needs/ requirements, and recommends the appropriate products and solutions. Remains up-to-date on new product, technology, and services offerings

Apolent/EZcorp (11/2013 – 05/2014)

Service Desk Representative Helpdesk Specialist

Provide support to end users via phone system and helpdesk software applications and tools.

Troubleshoot and resolve technical problems reported by end users.

Escalate and appropriately route technical issues to next level support.

Document, track and monitor ticket queues to ensure timely responses.

Modis/Drilling Inco (06/2013 – 11/2013)

Service Desk Representative

Manage all Software and Hardware for local and remote users

Software installation, troubleshooting, maintenance and configuration;

Hardware troubleshooting including swapping out PC components, setup of new systems, Ghosting, password reset through active directory and hardware maintenance

Configuration and troubleshooting of smart phones and tablet

Manage System Access

Use Active Directory to grant network access and define roles; and

Utilize Microsoft Exchange to manage company email accounts as well as distribution lists

Staffmark/Wincor-Nixdor (09/2012 – 06/2013)

Technical Support Representative

Receive inbound calls responsible for troubleshooting hardware/software helpdesk tickets in support of Windows,

MS Office and proprietary software.

Accurately manages the documentation, initial analysis, prioritization, escalation, tracking and feedback of all incidents received at the Help Desk

Escalates successfully all cases to second level analyst or supervisor when cases cannot be solved at the first level

Ensures the quality of the logged information and that it accurately states the customers issue/request

Support.Com/Redwood (02/2008 – 09/2012)

Solution Engineer

Provide a wide range of technical services, including repair and maintenance, virus removal, computer security checks and updates, data backup, computer networking, remote desktop services, and wireless printer set-up.

Perform general and advanced troubleshooting for Windows 8, Windows 7, XP, and Vista operating systems.

Provided user access to Windows and Mainframe network resources through approved authorization requests; processed approved remote access requests.

Exchanged mailbox, public folder, and distribution list administration using Active Directory and Exchange

Troubleshoot and resolved reported incidents related to User Administration.

Maintained User Administration documentation; proactively protected the integrity and confidentiality of networked resources.

Performed data moves and migrations; provided escalation services for request and incident management

EDUCATION

oSouthwest Texas State University, San Marcos, TX Computer Science Studies 1989 - 1992

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