Customer Service Active Directory
Resume:
Albert Richardson
Kissimmee, Florida 34759
Email: **********@*******.***
Career Summary:
Fifteen+ years as a IT professional with extensive experience in Desktop and helpdesk support, data recovery, Microsoft OS (Win 3.1-Win 10), Microsoft office, printers, Microsoft network environment and former small IT business owner.
Strong experience in providing excellent customer service in person, on phone, or in email.
Proficient in troubleshooting various issues, setting up new users, working in Active Directory, mobile device management, inventory management, phone support, ordering and consulting, deployment, decommissioning of equipment, imaging and reimaging client machines.
Qualification Summary:
Five + years of LAN connectivity and administration
Desktop support for ticket trouble calls
Backup and recovery
Data recovery of deleted or formatted files
Cat 5 cable build and install
Onsite support and training
Desktop and Laptop repair
Remote Desktop Connection
Work History:
8/2015 – 4/2016: Desktop support /Help desk (contract)
Compucom / Nielsen Inc., Tampa, Florida
Technical phone support ( for over 3000 users onsite and remote )
Familiar with Desktop support/Helpdesk, customer service, phone, remote support, email support, and ticketing systems.
Provided excellent customer service in person, phone, or in email.
Desktop support
Active Directory ( Install & deletion of workstaions, password reset and account enable)
Microsoft windows, office and application install and troubleshoot ( Skype, Outlook, Word, Windows, Onedrive, Vpn, Skype for business etc ).
Network connectivity and troubleshoot
4/2014 – 6/2015: Desktop Support
Self Employed, Tampa, Florida
Clients include: Pronto Pharmacy, TSR automotive paint, Stepanie hair salon, MinuteMan print shop and residential
Computer repair and troubleshoot
Network connectivity and troubleshoot
Network printer setup and troubleshoot
Cat 5 cable build and install
Os & software install and troubleshoot
Setup wired and wireless networks
12/2012 – 4/2014: Desktop Support Specialist
Data Tech, Tampa, Florida
Bench Tech (repair. Software & hardware install & upgrade, data recovery, backups, system imaging, outlook setup and troubleshoot etc.)
Worked at helpdesk with Remedy to create, modify, update, store and communicate helpdesk trouble tickets. Upgraded, configured, maintained, troubleshoot, and repaired PC hardware and software.
Providing user support as needed, remote support resolving issues an array of windows issues from hardware to resolving network connectivity, software and spyware issues including variants of security virus issues.
Field Tech (Server troubleshoot & upgrade, network connectivity and troubleshoot, router and switch setup and troubleshoot)
Help desk (Active directory to add users, computers, password reset, and account enable, remote software troubleshoot, virus, malware, spyware scan and removal.)
10/2012 – 12/2012: Network Computer Support (Contract)
Tek Systems / Wyndham, Orlando, Florida,
Break down and setup of computer and printers on network in another building
Troubleshoot computer and printer issues
4/2012 – 10/2012: Network Computer Support (Contract)
Shi international-Verizon, Tampa, Florida
VPN { Rsa soft token migration)
Window 7 migration
Active Directory password reset and account enable
Outlook setup and troubleshoot
1/2012 –3/ 2012: Inventory control/driver
Avis and Budget, Tampa, Florida
Inventory of incoming car rentals
5/2002 – 11/2011: Owner-Computer IT Services
PCS Computers Inc, Kissimmee, Florida
Computer sales and service
Computer repair and troubleshoot
Network connectivity and troubleshoot
Network printer setup and troubleshoot
Cat 5 cable build and install
Os & software install and troubleshoot
Setup wired and wireless networks
Network install and setup for wired and wireless networks.
Troubleshoot and diagnose TCP/IP issues and Ethernet networks.
Maintain desktop, laptop and server computers
Operate and troubleshoot computer hardware and related equipment such as routers, switches, printers, scanners, fax machines, etc.
Worked with users to ensure that functionality is maintained and service provided to users throughout the facility.
Set up and maintained backup system for office computers and file servers
VPN { Rsa soft token migration)
Active Directory password reset and account enable
Remote windows 7 upgrade(schedule, decrypt & upgrade)
Outlook setup and troubleshot (profile, setup, .pst Files etc.)
AD Administrative center
AD users & computer
2/2000 – 3/2002: Computer Network Technician
Network Computer Solutions, Orlando, Florida
Active directory (Add new users)
Network connectivity and troubleshoot
Cat 5 cable build and install
Setup wired and wireless
Computer troubleshoot and repair
3/1996 –2/ 2000: Computer Technician
Inacom Computer Rentals, Orlando, Florida
Service and repair of rental computers
Install and setup of rental computers
Graduated High Scool in 1979.
Graduated technical school in 1983
Comptia A + class 2010
Skills:
Software: Software Installation. Proprietary software installs. Windows install (Dos/3.1/95/98/ME/NT/2k/XP/Vista/7/8/MS office suite/MS Security Essentials/Outlook/Internet Explorer/2k3 Server/Active Directory. Data recovery software. Backup & Restore. Norton antivirus, McAfee antivirus. Novell and software configuration.
Hardware: Sales, service & repair on Dell, HP Compaq. Gateway, Toshiba, Sony, IBM, Acer Mac. Built generic computer to specifications for clients. Setup Server, Workstation, Hubs, Router/Switch Cat5 cabling, Patch Panel. Desktop, Laptop, IPhone configured to print to printer. Printers(Laser, Dotmatrix(impact), Inkjet). Scanners, hard drives(SCSI, IDE, Sata). Tape backup, Wireless routers, Wi-Fi setup & config.
Networking: Server software install & setup. Server & Workstation install and setup. Client Sever network, Peer to Peer network(hard wire and wireless). Ethernet, Firewalls, Routers, Switches, DHCP, DNS, TCP/IP and remote troubleshoot.
Client Service: Review computer errors and determine the exact nature of problem. Resolve technical issues in a timely manner. On regular managed and maintained onsite support of computer networks for company clients that included… Dental Office, Real estate office, Mortgage, Academy, residential, etc. This included onsite computer training when applicable.
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