Active Directory Customer Service

Debra Burgess ITIL

**** * ********* *******, ** *0636

773-***-**** Home Cell 773-***-****

Linkedin:https://www.linkedin.com/in/burgessdebra

Technical Support/ System Administrator

Operations Support with experience and motivation, detail oriented who builds strong external and internal relationships, handles multitasking with ease. Has a passion for working with individuals as well as teams. Utilizes skills and is able to make the most of Technology.

Core Competencies

Operations Specialist I Disaster Recovery/sending tapes offsite

Managing databases Converting hotels from WINPM to Opera

Senior Level Computer Operator Monitoring Unix based system /managing jobs and queues

Tier II Help Desk Support Reset devices/Printer maintenance

Business impact analysis Ticket Escalation

CERTIFICATIONS/ TECHNICAL PROFIENCIES

Certifications: ITIL v3 Foundations, CompTIA Network+(in progress) CompTIA A+(in progress) MSCA( in progress)

Platforms: Windows 95/98/NT/2000/XP/Windows 2003, Windows server 2003

Networking: TCP/IP. Ethernet, Token Ring, Network Monitoring Software Hewlett- Packet Open view IBM Tivoli Work Load Scheduler, NT, WAN, SAN

Tools: Putty, Computer Servers, Minicomputers, Dot Matrix Printers, Hard Disk drives, Mainframe console Tape drives, Internet Protocol, Password Management tool, Operating system software, Email Server, Linux, Solaris, Sun Microsystems, Java Enterprise system.

Language: CL, SQL

Databases: Active Directory, UPMS, FIM (Forefront Identity Management, SAP, Oracle, GDS, Citrix Client, Xen App, Touch Net, DSAMS

PROFFESSIONAL EXPERIENCE

SYSMIND

AS/400 iSeries Operator 02/29/-Present

Duties included MOD- ITSM; Monitoring Servers; IBM Platform;

Robot Network; Rumba Sessions; Data Domain System Manager;

Responsible for the printing of weekly and bi weekly payroll. UPS- Data Center Environment;

Enterprise Forefront Identity Management. Password resets for iSeries

Backups and Restores

AS400 SYSTEM IPLs

Monitor Struxuware Alerts

God’s Living House of Prayer- Chicago Il

Support Specialist 04/01/2012- Present

Part of the Support team that provide Level I-II Support

End user support for all applications associated

Work with processing credit cards using SQL Statements

Grant Access in Active Directory- Forefront Identity Management

Smart Source- St. Charles IL 01/12-09/14

Tier II Support

Part of the Operations team that provides Level II Support for the Hyatt’s Reservation System; PMS; UPMS; as well as the end user support.

Worked with processing credit cards using SQL statements.

Worked with the conversions and setting up of New Hotels using UPMS .

Key Contributions:

Provided customer service for Tier II Support call center, which support remote access VPN.

Provided Telephone Chat/Email Support. Log and track all communications received into a ticketing system. ( Service Now)

Researched and resolved caller inquiries. Accessing on-line applications, interacting with internal and external procedures.

Ability to follow processes and escalate issues consistently.

Trouble shoot and installation of the Hyatt Reservation System.

Responsible for the restart of UNIX based systems, VCC, GDS, and Hyhelp.

Granted access in Active Directory, and Citrix Client adding and deleting users.

Column Technical Services- Downers Grove, IL 01/11-01/12

Help Desk Analyst

Worked with a team of Helpdesk Analysis for password issues for DeVry University.

Provided phone support to a Microsoft XP environment migrating to Windows 7.

Walked students through down loading their Citrix Applications

Key Contributions:

Added/deleted users in Active Directory resolving complex software and hardware issues.

Utilized applications in PUTTY, Touch Net, DSAMS, and Oracle applications.

Ajilon Consultants- Rosemont, IL 12/2007-05/2009

Operations Specialist I

Responsible for and executed the daily operations of the Network Operations for Kellogg.

Responsible for the operation of computer hardware systems, including coordinating and scheduling.

Key Contributions:

Monitored, isolated, identified, and provided first, second, and third level for mission critical UNIX, Sun and HP-UX,NT, WAN, and LAN servers, routers and nodes utilizing HP Open View and Vantage Point for NT, UNIX System Administrators, Wan Technical Analysts, AT&T and local Telco providers.

Prepared backup tapes and sent them to disaster recovery site.

Processed, monitored, executed, multiple schedules and processes encompassing worldwide distribution, financial, HR, supply and manufacturing data utilizing SAP/RS, Tivoli, work scheduler 8.1 ( Maestro) and Advantis programs.

Respond to program error messages by finding and correcting problems or terminals.

Levy Home Entertainment – Hillside, IL 02/1989-03/2007

Sr. Computer Operator

Responsible for executing daily Operations/ Scheduling of AS/400 iSeries

Monitored job and print queues

Responsible for sending and receiving tapes for offsite disaster recovery

Coordinated Help Desk efforts

Key Contributions

Maintained Printers, Passwords, and all hardware’s ( Hand held devices, scanners)

Ran and distributed Daily and Month End Reports for the Accounting, Sales, and Marketing departments.

Performed software and applications installations and upgrades.

Maintained licenses for the organization.

Helped plan, implement, and maintain network security, including managing security, files permissions and file integrity, adding and deleting users.

EDUCATION

MicroTrain Technologies- Chicago, IL 2015

ITIL v3 Foundation Certification

Comp TIA Network+ (In progress), Comp TIA A+( in progress, MSCA( in progress)

Richard J. Daley Associates Degree

Computer Learning Center Associates Degree

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