Active Directory Customer Service

Email: ************@*****.***

Certifications:

Comp Tia Network Plus Certification.

Comp Tia Security Plus Certification.

Comp Tia A+ Certification.

Microsoft Certified Professional (MCP).

Microsoft Certified Technology Specialist (MCTS) Windows 7.

Secret Security Clearance.

Work Experience:

Lockheed Martin February 2014 - April 2016

Joint Chiefs of Staff South August 2012 – May 2013

SharePoint Web Design/Tier 2 Support

Secret Security Clearance

Designed, developed, troubleshot, debugged, configured and maintained website(s) for internal and external communications for the company and/or external customers and clients. Ensured website(s) was available to the desired audience with appropriate links and security. Developed, assessed, and communicated website usage and security policies and procedures. Designed webpage layout, graphics, color schemes, and infrastructure to maintain a cohesive website based on the organizations communications strategies and goals. Researched and evaluated new related technologies.

Worked directly and independently with government customers in the DD Joint Staff, J7, Joint Coalition Warfighting, Joint Operating Systems Environment (JOSE) Division, Suffolk, VA. Performed as the SharePoint Portal key person to capture functional requirements for design and construction of SharePoint Solutions during experimentation events. Managed and supported site collection from SharePoint server and Databases that support the events.

Created Active Directory accounts for users on separate exercise domain. Set up access to specialized applications according to customer access needs. Set network connectivity for domain users and workstations. Performed custom configurations as needed.

Celerity/Lockheed Martin October 2010 – June 2012

Computer/Customer Support/Tier 2 Support

Joint Chiefs of Staff South Suffolk Virginia

Secret Security Clearance

Provided support for complete system upgrade from windows XP 32 bit to windows 7 64 bit systems. Assisted users with data storage backup to be reinstalled after system wide upgrade. Configured Microsoft Outlook email for end users as part of system upgrade.

Worked with Network and System Security teams regarding imaging desktops and laptops for deployment. Created and Managed Active Directory accounts for users and devices.

Provided technical assistance to computer system users, with their hardware and software needs, including printing, installation, word-processing, email, and operating systems.

Maintained a service perspective including an understanding of relationship dependencies and requirements of hardware and software components and the organizations that support them.

Ensured total maintenance on user workstations and laptops meet security requirements. Answered questions and resolved computer problems for clients in person, via telephone or from remote location.

Performed hardware diagnostics and coordinate repairs. Assisted in planning and designing computer support systems.

Managed the installation and integration of systems fixes, updates, and enhancements. Acted as liaison for data transfer systems design and implementation.

Installed and tested computers, printers, and other peripherals; configured operating system, shrink-wrap programs, and applications software programs.

Hardware support included the maintenance and repair of the JFCOM workstations/laptops, associated monitors, ghosting and setup of workstations, printer repair and maintenance, VTC maintenance and repair.

Configured and installed Thin Client systems for users. DOD Experience with NIPRNET and SIPRNET Systems.

Assisted users with VPN and Blackberry setup, configurations and troubleshooting.

ITT Systems February 2010- August 2010

ADPE Technician/ Tier 2 Support

Bagram AFB, Afghanistan

Secret Security Clearance

Provided professional laptop/desktop support and customer service to military and civilian customers. Work involved troubleshooting hardware problems and repairing or referring to another repair facility as appropriate. Installed, troubleshot, configured and repaired software issues for Windows XP, Windows 2000, and Microsoft Office. Troubleshot and resolved network connectivity issues at the desktop level. Joined PC’s to the local Domains as required. Configured local PC connections to network printers. Performed custom TCP/IP configurations of desktops as required. Troubleshot Outlook / Microsoft Exchange Server connectivity issues. Installed other software as required by the customer. Other duties as directed by ITT management.

Imaged, installed, configured, and maintained DOD-approved communications software on government computers and configured the network to allow proper user access.

Installed and configured network printers.

Responsible for both classified and unclassified computer system stability through the use of DOD-approved, Government-furnished operating systems and software.

Joined client computers to Windows NT, 2000, and 2003 domain.

Configured Microsoft outlook and managed personal folders in all versions of Outlook.

Installed, configured, and maintained security software on military computer systems.

Remedy ticketing software used for documenting request for accounts, baselines, and other modifications.

The New York Times Company October 1999 - November 2003

Computer Support Analyst/Desktop Support September 2005 – January 2010

Norfolk, Virginia

Resolved day-to-day user issues such as: login issues, printing issues, password resets, network access issues and/or changes, and Internet connectivity issues.

Responsible for troubleshooting and escalating requests to appropriate departments, such as Network Services, for sever issues and LAN/WAN for Internet connectivity issues.

Responsible for troubleshooting, installation, configuration and repair of computer system components for New Hires and ongoing organizational changes.

Desktop experience included: Installing printers on the network, upgrading memory, using Ghost software to implement operating systems and various software packages, installing and testing various types of software for users.

Logged service requests received from users via Lotus notes email Microsoft outlook, telephone, walk in customers, E Helpdesk Clientele and HP Service Desk Software.

First point of contact for overall support for Citrix, Novell, Concur and Microsoft systems.

Supported upgrade to Windows 2000 on test servers. Provided end-user support during the transition.

PeopleSoft security administration and end-user support for issues such as: password resets, running queries, and printer configuration.

Provided technical assistance and training to system users.

Coordinated with and assisted System Administrators with Altris local client installation on windows XP and windows 2000 workstations.

Assisted disaster preparedness officer in the preparation, inventory forecast and site configuration for Disaster Recovery Business Continuity strategy.

Assisted System Administrators with building and deploying server hardware. Server builds included loading the operating system, patching the system and installing software.

Administer users, groups and organizational units in Microsoft Active Directory using Active Directory Users and Computers.

Assisted users with SharePoint setup and maintained accounts. Provided access to shared assets based on approved access to information needed to perform job tasks.

Administer users, groups and organizational units in Novell eDirectory using ConsoleOne and iManager.

Created/deleted accounts in the Novell, Citrix and Windows platforms.

Implemented Group Policies in Server 2000/2003 in test environment.

Use of Novell iPrint / NDPS and Windows Directory based printing for installing and configuring printers on PC’s in the company.

Instrumental in Novell and Windows File system management. Defined user access privileges and maintained file system architecture.

Testing Windows 7 for compatibility with current company software and hardware.

Additional Training/Staff Development:

Coursework in Business Management, Old Dominion University.

Seminar: Running and Effective Helpdesk, Help Desk Institute.

Facilitator for troubleshooting connection issues in Citrix with end users.

Altiris Training Class for setting up NS, DS, Patch Management, and Imaging Servers.

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