Microsoft Office Active Directory

Daryl Anderson

**** ****** *** *** ******* • Upper Marlboro, MD 20772 • 240-***-**** *****.******@*****.*** A highly talented and accomplished Information Technology Professional with extensive skills and experience leading and performing Computer and Network Support Operations

• Familiar with system and network administration • Ability to multi-task and adapt

• Able to lead technical support and project teams • Strong Enterprise Environment expertise

• Flexibility and reliability relative to work schedules • Excellent verbal/written communication skills

• Knowledge of ITIL Processes • High level of customer focus with ability to identify and prioritize urgent requirements and provide a high level of customer service

Clearance: Public Trust Clearance

Certifications: A+

Operating Systems: Windows 7/8/10, Apple OSX

Networking: LAN/WAN, TCP/IP, Ethernet (10/100/1000), DHCP, DNS, VPN Clients, SMTP, IMAP, File and Print sharing configuration, Nagios, OpenNMS, Big Brother, Windows Active Directory Software: Microsoft Office 365, SharePoint, Symantec Endpoint, SCCM, Citrix, Microsoft Exchange Server, VMWare, Enterprise Encryption, BitLocker, Microsoft Lync / Skype for Business, SAS Desktop, Adobe Acrobat, VMware Fusion, WebEx, Bomgar Hardware: VOIP Administration, UPS Battery Backups, IRC (In Row Coolant System), MacBook Air, MacBook Pro, iMac, Mac Pro, iPhone, iPad

Developing Skills: Microsoft Active Directory in a cloud environment, Cloud Services Ticketing Systems: Vfire, Service Now, Lotus Notes, Cherwell Professional Experience

AAC, INC, Vienna, VA May 2015-Present

IT Support Specialist/NOSC Analyst (contract)

• Monitoring Software and Network applications via Nagios and OpenNMS

• Big Brother Monitoring System Monitoring

• Power and cooling monitoring using StruxureWare Data Center Expert

• Monitoring IT Service Desk email box and phone during off peak hours

• Communication of System Wide Events

• Project Lead for Data Center Two-Factor Authentication

• PIV Authentication and Certificate Renewal Support

• Escalates support requests which cannot be resolved by the associate or reach a defined SLA

• Provides basic technical and functional support for applications, hardware and software

• Opens service requests and captures appropriate level of detail

• Communicates issues of increased severity through appropriate channels

• Maintains Active Directory

• SOP documentation

• Interact with application developers/development team to triage and resolve incidences

• Uploading Documentation to SharePoint

Robert H. Smith School of Business, College Park, MD November 2013-May 2015 IT Coordinator

• Support desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management for 1500 clients

• Created desktop and laptop images using Symantec Ghost

• Managing Support Queue and distributing tickets

• Documents, maintains, upgrades and replaces hardware and software systems for desktop and peripheral equipment

• Manage folder permissions via Active Directory

• Lifecycle management of hardware and software (asset tagging, asset inventory management, upgrades, security updates, patches, prepare and maintain documentation of PC, servers, printers and other peripherals)

• Provide Tier II desktop support for the business operation accomplished by providing subject matter expertise in resolving incidents and problems

• Perform active directory functions such as group policy creation, account creation, group modifications and password resets

• Communicating with Management, Users, IT Staff and equipment vendors

• Replacing internal components in desktops and notebooks

• Achieving results under limited supervision

• Adding Apple OSX systems to Domain

• Troubleshooting and repair of end-user systems to include laptops, desktop workstations, iPhones, printers, to include activation of warranty or maintenance support as available

• Installation, configuration, and training of COTS software and assigned hardware Urban Land Institute, Washington, D.C. February 2013-August 2013 Senior Systems Support Specialist

• Install, configure, troubleshoot and repair hardware such as laptops, workstations, printers, phones, video conference equipment and mobile devices working with third-party vendors as applicable.

• Supports and maintains user account information including rights, security and systems groups

• Deploy hardware/software to remote office locations leveraging automated processes and third-party vendors and tools where applicable

• Mobile device security and administration

Tews Company, Orlando, FL June 2012-January 2013

Desktop Support Technician/Help Desk

• Configure, install, and support desktop computers, laptop computers, handheld devices, printers, monitors, portable data storage devices, and other general peripherals

• Folder Redirection and .pst migration

• Add computers to the domain

• Re-image PC's using Norton Ghost and perform OS updates and configuration.

• Encrypting laptops using Bitlocker

• Provided detailed troubleshooting steps that are used in company's knowledgebase

• Knowledge in Server and PC hardware/software including automated deployment technologies (KACE/MS operations manager)

• Inventory uploaded to SharePoint

• Developed knowledge of SharePoint Server, SQL Server, Various Repository software components (SCCM) Ellucian, Maitland, FL August 2010-June 2012

Help Desk Specialist

• Provided support to end users relating to hardware and software, computer applications, LAN components and peripherals

• Various OS support, from Windows XP/7 to MAC OS support

• Mobile Application Support for Android an IOS

• Monitored and responded to phone and email requests for technical support

• PeopleSoft administrative functions, reset passwords assist end users with account creation and activation

• Achieved monthly SLA’s by receiving on average 800 calls per month Remington College, Heathrow, FL October 2009 -August 2010 Service Desk Analyst

• Deployment refresh project for over 1200 devices at over 10 locations throughout the country

• Imaged Lenovo Laptops with Windows 7 and Microsoft Office 2010

• Performed Network Administration functions, setup network user accounts/permissions, reset passwords, administered group policy via Active Directory

• Creating email accounts and distribution lists via Microsoft Exchange Console

• Used Microsoft Office Communicator and Bomgar as effective remote tools for troubleshooting American University, Washington, D.C. October 2000-October 2009 LAN Analyst

• Troubleshoot network issues related to TCP/IP and DNS

• Work on hardware and software levels to help troubleshoot network issues Installation of network printers

• Bi-yearly Dell Desktop refresh

• Lotus Notes Database migration after providing end user with newly refreshed PC

• Installation of WAP antennas, server mounting and re-connecting network devices back to switches

• Project Manager for annual Eaglenet Symposium, assisting new and returning students with connecting to campus network using Cisco Clean Access Agent

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