Customer Service Active Directory
Resume:
Gary Schaff
Norristown, Pa *******@*******.*** 610-***-**** https://www.linkedin.com/in/gary-schaff-78077a3
Summary
IT professional with 5+ years providing Helpdesk /Desktop Support to 750+ users. Skilled in delivering all levels of support and solving client issues in a timely and effective manner to eliminate downtime. Key strengths in customer service and diagnosing hardware and software issues. Dedicated team player who works well with minimum supervision.
CORE COMPETENCIES
Windows 7/10
Windows Server 2003/2008
Microsoft Office 2010/2013
Microsoft Outlook 2010/2013
Microsoft Exchange 2010
Active Directory and administration
Symantec Endpoint Protection
Sonicwall Firewall and Global VPN Client
Microsoft Dynamics – Great Plains
Unix and IBM mainframe
VPN and Citrix
Remote access tools (SCCM,RDC)
Printers and copiers
Freshdesk and Peregrine ticket system
Diverse desktop and laptop knowledge
Docusing – Electronic Signature
Accomplished with mobile devices
Strong customer service skills
Positive attitude and organized
IBM Lotus Notes
Professional Experience
The Vanguard Group, Malvern, Pa (Contract Position-The Judge Group) 10/2016 – Present
Helpdesk
Provide helpesk support on a variety of issues from lotus notes, outlook, computer, password resets and password unlocks, mapping drives and installing software
Assisting with RSA tokens
Take at least 40 calls per day on average
Work with other team members to resolve issues when needed
Work with HP service manager
Staffing Plus, Inc., Haverford, Pa 3/2008 – 6/2016
Helpdesk/ PC Support/ Network Administrator
Helpdesk and deskside support to all company personnel which includes VIP’s
Respond to tickets, calls and emails with a varietly of issues reguarding hardware, software, printers, phones and hand held devices in a timely effective manner
Install and perform repairs to hardware, software and other peripheral equipment
Diagnosed and resolve network connectivity, voice communication and voicemail issues (Comdial & New Wave systems)
Trained al new hires on computer and phone inquipment
Administered Windows, Exchange, print, file and fax servers (Faxpress)
Setup users, managed security groups and did password resets in Active Directory
Deployed SymantecEndpoint protection and monitored Backup Exec 2010
Created users in Sonicwall for VPN access and installed Sonicwall VPN Client on users computers
Administer Docusign users and created templates
Purchased company hardware and software after doing eseached to see where I can save money
Managed company assets
Coordinated all employee and equipment moves
Responded to any off hour issues
Gary Schaff
610-***-**** Page 2
The Vanguard Group, Malvern, Pa (Contract Position) 07/2006 – 03/2008
Desktop Support Services
Provided helpesk/desktop support on a variety of issues from Lotus notes, computer, printers, PDA, blackberry and company software
Handled software install request and computer rebuilds
Work with other team to resolve issues when needed
Handle tickets from Peregrine ticketing system
McKesson Corporation, Malvern, Pa (Contract Position) 02/2006 – 08/2006
Hardware Technician
Provided end user support on variety of issues such as computers, printers, email and software
Identified, researched and resolved technical issues
Setup Windows 2000 server for different projects
Built different types of connector for the programmers to use and test their programs
Sharp Corporation, Conshohocken, Pa (Contract Position) 07/2005 – 11/2005
Helpdesk/ PC Support/ Network Administrator
Provided helpdesk/ deskside support on computers, printers, email and software issues
Responded in a timely manner to all emails or calls
Setup users, managed security groups and did password resets in Active Directory
Installation of company standard software and repaired and rebuilt computers as needed
Administrated Windows 2000 server and backups
Lotus Notes Administration which included monitoring, checking logs and fixing errors to insure constant mail routing
TW Metals, Exton, Pa 01/1999 – 05/2005
Helpdesk/ PC Support/ Network Administrator
Provided level one thru three helpdesk/deskside support for 750+ users and 50 locations
Respond to tickets, calls and emails with a varietly of issues reguarding hardware, software, printers, phones and hand held devices in a timely effective manner
Rolled out new computers
Ran and connected data and phone lines
Programmed phones and setup voicemail of users
Administrator of Windows NT/2000/2003 servers, which included checking and repairing any errors
Setup and deleted users and groups from Active directory
Lotus Notes Administration which included monitoring, checking logs and fixing errors to insure constant mail routing
Administer company anti-virus using CA eTrust software
Education
Computer Learning Center, Plymouth Meeting, Pa
Certificate, Coursework in Information Technology Support Professional
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