Customer Service Active Directory

Profile

Committed professional with fourteen years of hands on technology experience, and seven years of management experience. Demonstrated ability to integrate computer skills, customer support experience, and related education to exceed technical, business, and customer requirements. Skilled at troubleshooting and fixing problems while minimizing customer stress levels.

Skills Summary

TCP/IP Configuration

VPN Setup

Active Directory

Software Installation

Data Recovery

Microsoft

Wireless Networking

Security

Trouble-Shooting

Network Storage

Network Design

Routers/switches/Firewalls/Wireless Controllers

Customer Service

Technical Support

Hard Drive Imaging

Server Support

Industry Certifications

CISCO – CCENT, CCNA

COMP TIA - A+, NETWORK+

Employment History

AUDIO ADVICE INC. – Raleigh, NC

Network Engineer/IT Project Manager, 2011 to Present

Built and managed company’s corporate domain and data infrastructure including domain controller, terminal servers, storage servers, sql servers, firewalls, Ethernet switches, wireless access points, and VPN Tunnels.

Managed all cloud services used on company including offsite data backups, DNS and domain management, and Google apps for E-Mail and external storage.

Set up and managed all end users domain accounts, laptop and desktop computers, IOS and android devices.

Designed, customized, and configured over 400 customer’s IP Ethernet and wireless networks to accommodate all audio/video devices, security systems, voice over IP, computer systems, and surveillance systems.

Managed customers technology needs including, computers, printers, NAS storage drives, storage servers, IOS, Android and Apple.

Conducted instructional training seminars with sales personal, technicians, and customers on current technologies.

Demonstrated to customers all finished projects.

AQUA AMERICA INC. – Cary, NC

Regional Systems Analyst, 2008 to 2011

Sole IT person in three states, territory covers NC, SC, and VA. Included in my territory is a call center located in Cary NC. With over 200 end users in each state, it is my duty to maintain the technology infrastructure, troubleshoot all network, server, workstation, and printer issues and resolve them.

Installed and configured VPN routers in remote locations to ensure secure connections with the company’s network.

Responsible for setting up and cabling wiring/data rooms which consisted of rack mounted routers, switches, punch panels, and servers.

Perform software installations, BIOS upgrades, and driver updates.

Answer call tickets and provide a solution to technology, and customer service related issues.

Design and implement network configurations, network architecture (including hardware and software technology, site locations, and integration of technologies), and systems.

Perform weekly and daily backups to ensure data security and integrity.

NWN CORPORATION – Morrisville, NC

Information Technology Support Technician, 2007 to 2008

Answer call tickets and provide a solution to technology, and customer service related issues.

Supported two high schools with a combined total of over 4000 end users.

Responsible for troubleshooting/diagnosing hardware components, identifying problems, and providing solutions.

Provide onsite hardware installation, upgrades, hard drive imaging, and repair for PC’s, notebooks, servers, printers, and networking components.

Responsible for setting up large computer labs with network printing support.

Create and update user accounts in Novell and 2003 server active directory.

VIOLA LEASING – Raleigh, NC

Manager of Service and Repair Technician, 2002 to 2006

PC Repair tech responsible for diagnosing/troubleshooting and preparing all PC’s for rental to customers.

Upgrade all memory cards, repair motherboards and clean machines after being turned in from customers.

Replace all broken components such as NIC cards, video cards, sound adapters, modems, etc.

Install and upgrade all operating systems including Windows 98, ME, 2000, and XP.

MHI HOTELS – Raleigh, NC

Restaurant/Bar/Beverage Manager, 2002 to 2006

Oversaw all hotel operations on entire property five nights a week.

Responsible for all restaurant and bar activities including hiring, training, scheduling, and staffing.

Supervised and performed all beverage purchasing, receiving, inventory, and invoicing.

Maintained beverage inventory and kept all costs below 22%.

Maintained customer relations.

Management/Leadership Experience.

Led and focused teams on business objectives. Tracked progress to ensure projects were completed on time, on budget and with the desired results.

Oversaw new remote office setup, and renovations. Responsibilities included coordinating with electrical and data personal to have electrical, data, and phone lines properly pulled and terminated. Set up accounts with internet service providers and purchased static IP addresses. Installed networking equipment and cabled the wiring closet. Set up end users equipment consisting of network printers, desktop, and laptop PCs.

Led a team to renovate a large corporate call center, organizing, and overseeing new server, UPS, VOIP, and data service installation.

Skilled in consulting with users, management, vendors, and technicians to assess computing needs and system requirements.

With 16 years of prior hotel, and hospitality experience, I have acquired excellent customer service and communication skills.

With over 5 years of hotel management experience I have been responsible and accountable for hiring, scheduling, staffing, purchasing, receiving, inventory, invoicing, managing staff, and maintaining customer relations.

Immediately and effectively escalated critical issues and implemented strategies for their timely resolution.

Project planning, cost control, client relations, and coordination of activities with other functional and technical support teams.

Education

CISCO NETWORKING ACADEMY – RALEIGH, NC

Network Fundamentals, Routing Protocols and Concepts, LAN Switching and Wireless, Accessing the WAN, CCNA

NEW HORIZONS COMPUTER LEARNING CENTER – MORRISVILLE, NC

CompTia A+, CompTia Net+, Microsoft XP, Server 2003/2007, Active Directory, Network Design

INTERNATIONAL CULINARY ACADEMY – PITTSBURGH, PA

Associate’s Degree in Science 1995

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