Customer Service Active Directory

Christopher Junk

Email: acy5bx@r.postjobfree.com

Phone: 443-***-****

Summary of Qualifications

Five years of IT experience, two years’ experience in a healthcare environment and one year experience as system administrator.

Proficient with Server 2012 RS, SCCM 2012 R2, Active Directory, Exchange 2013, PowerShell scripting, Hyper-V and VMWare VSphere.

Excellent communication, interpersonal and customer service skills providing IT support to all level of users.

Experience

Active Directory Engineer (Consultant) Nov 2016-Feb 2017

K-Force Technologies (Children’s Hospital of Atlanta)

Work with the Identity Access Management Security to resolve access and security related tickets.

Knowledgeable of Information Security & IT controls, Identity Account management, and Role based Access Control (RBAC).

Strong Active Directory and Exchange 2010 knowledge. Add users to security groups, create new security groups, verify account access, and enable/disable AD accounts, provision new AD accounts. Create mailboxes and distribution lists, troubleshoot email issues.

Troubleshoot network folder access issues. Add users to shared public folders, calendars and mailboxes.

Monitor ticket queue and complete tickets within designated SLA.

System Administrator June 2016-October 2016

IMS Inc.

Provide excellent customer service to all level of end users including executives troubleshooting computer issues in an enterprise environment including Windows 7, Mac, application support, mobile devices, printers and telephones.

Image and deploy new PC hardware and provision new virtual machines, including virtual servers. Create new user accounts in Active Directory. Create new user email accounts with Microsoft Exchange, setup new IP phones for users.

Under supervisions of Senior System Administrator Administer Active Directory infrastructure and Microsoft SCCM 2012, including application deployments (collections, advertisements, task sequences, and PowerShell scripts), OS deployments (Win7 and Win10) patch management, general troubleshooting, log analysis, upgrade and recommendations on current infrastructure.

Created Windows 10 image for deployment using MDT tool. Conducted software testing and developed deployment plan.

Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.

Under supervision from Senior systems Administrator Install new / rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements.

Tier II Desktop Support Team Lead Mar 2014 – June 2016

CyberCore Technologies (University of Maryland Medical System)

Tier II Technical Team Lead for University of Maryland Medical Center Active Directory Migration project; including e-mail, file, print, thin client migration and SCCM implementation.

Work under supervision of Project Manager to supervise team members. Assign daily tasks to team members. Document progress and update Project Management team.

Troubleshoot Active Directory, Novell issues, MS Exchange, Windows XP/7 machines, MS Office, Email, and 3rd party software issues. Troubleshoot more complex problems passed from tier I technicians.

Supervise teams for small projects during inventory and normalization phase of AD project. Assign team members daily tasks, ensure tasks are completed on time and report progress to project management. Analyze and create solutions to ongoing issues and document solution to project team. Escalate large or complex issues that can’t be solved at the desktop level to next level.

Analyze data in Excel spreadsheets and Access databases.

Work with department managers, users, technical staff and project management to gather application data for developing deployment and migration plans.

Troubleshoot Outlook Exchange issues and troubleshoot email archive issues with Semantic vault.

Perform Windows XP and 7 troubleshooting. Perform hardware troubleshooting, replace hardware components or desktop units as necessary.

Troubleshoot networking issues such as TCP/IP and DNS. Setting up/activating data ports.

Deploy new computers for users. Work with users and management to determine needs of departments to upgrade to Windows 7. Transfer data profiles from old machine to new machine.

Provide Application support to a variety of software programs used in multiple hospitals including Epic. Develop software test plans for application upgrade to Windows 7.

Monitor ticket queue system and ensure all tickets are completed within designated SLA. Assign tickets to team members, route tickets to appropriate queues, document tickets properly and monitor for quality.

Provide excellent customer service support to all levels of management including executive level users.

Train new team members. Provide knowledge and instruction to users on software, email and Windows OS usage.

Remote Desktop Support Analyst Nov 2013 – Jan 2014

HCL America (Chevron)

Proved Tier I Help desk support for Chevron’s Global IT Helpdesk, creating tickets in Remedy and routing or escalating as necessary.

Provide technical support in a Windows Enterprise Environment for Windows Vista/7 OS, MS Office Suite, MS VPN via phone, remote support and e-mail.

Use Active Directory to reset passwords, manage group policies, add or delete accounts.

Create user accounts in AD, troubleshoot AD issues, assign members to groups, create new AD groups, reset passwords and troubleshoot email archive issues.

Create user mailboxes in MS Exchange.

Provide technical support for Outlook 2010, AT&T connect, Webex, and Windows 7 OS support.

Desktop Support May 2012 – Aug 2013

Sustainment Solutions Inc.

Provide onsite support performing IT related troubleshooting including but not limited to: software installs, Windows XP/Vista/7/iPad/iPhone troubleshooting, MS Office & Outlook, virus removal, data back-ups and hardware troubleshoot/repair.

Plan and execute equipment install projects.

Exhibit excellent interpersonal skills interfacing with US Army and DOD personnel.

Train and certify operators using classroom (PowerPoint) and hands-on training.

Desktop Support Nov 2011 –May 2012

Cree Inc.

Troubleshoot Windows XP/Vista issues. Troubleshoot software and email issues. Replace hard drives, add RAM, image and install new machines.

Monitor ticket queue, complete tickets in assigned timeframe. Document all work done.

Troubleshoot printers.

Education

University of Advancing Technology

2011 B.S. Computer Programming

Carroll Community College

2001 A.A. General Studies

Sec+ Certification

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