Customer Service Active Directory

MICHAEL MONA

* ********** ***. 347-***-****

West Caldwell, New Jersey 07208 ************@*****.***

*/** – 9/16 Suburban Propane Whippany, NJ

LAN Administrator

Promoted from Helpdesk analyst position 4/2013

Oversee entire virtual and physical network consisting of over 100 virtual servers and 50+ physical servers

Create and maintain 3000+ user accounts in Active Directory

Create and manage 1000+ printers

Monitor and manage 500+ Aruba network devices

Oversee data circuit installs, disconnect & upgrades with various carriers

Troubleshoot network and area outages

Manage and troubleshoot folder security access

Helpdesk Analyst

Temporary employee from 1/07 thru 10/31/07

Hired as a full time employee 11/01/07

Provide first level support for Suburban Propane employees nationwide

oHardware (Usage, trouble-shooting and replacement for Dell desktops, Touchstar handheld computers, Wyse Terminal, and Lexmark printers

oSoftware (ADD Energy Systems, Active Sync set up, Active Directory management, Citrix Management Console, Hyperdocs, Stock Transfer, PC Anywhere, WinHex Editor, Agent Ransack, Hyperion 9 system and Remedy Requestor

New User Profile set-ups and password resets for listed applications

Usage and trouble-shooting for listed applications

Managed 30-50 Remedy tickets daily

Create and manage training documents

5/06 – 12/06 Dendrite Bedminster, NJ

Customer Service Rep.

Provided technical support for Pfizer Pharmaceutical Sales Force

oHardware (Usage, trouble-shooting and replacements for IBM laptops, Personal Digital Assistants including IPAQ and Verizon Smartphone, and Printers)

oSoftware (MS Office, Global Concur Expense, Sherlock, BETSY, Stork, Pedagogue, Feedback Central)

Advanced through three complete skill levels of support

Blackberry and Mobile handhelds troubleshooting

Managed 30-40 tickets daily

Position eliminated

1/04 – 11/05 EduTek Ltd. White Plains, NY

Network Administrator

Maintained two school districts (including 3 buildings with 500+ computers)

Configured and set-up computer labs

Active Sync set up

Managed installation of new equipment (computers, printers, projectors, scanners)

Updated software packages

Cleared 20-50 help desk issues per day

COMPUTER SKILLS / COURSEWORK:

PC Technology

OS Technology

Active Directory Services

Cat5 wiring / termination

Workstation Configuration

LAN and WAN Technologies

MS Office Suite

Cisco Router and Switching Technologies

Printer Installations and Troubleshooting

Image Ghosting

VMWARE Virtual Client

Citrix Receiver

Bomgar Support

Citrix Management Console

Aruba Networks

ADD Energy Systems

Active Sync Support

PC Anywhere

WinHex Editor

Hyperion 9 System

Web Site Development

Avaya Phone Systems

Smart Phone Support (Windows, Android, Blackberry)

Remedy Requestor

EDUCATION:

The College of Westchester Associates Degree / Applied Science

Contact this candidate