Active Directory Technical Support
Resume:
SUMMARY
Over ** years as a seasoned IT professional. I am an expert in root cause analysis in all enterprise environments. Extremely proficient in all Microsoft and MAC operating systems, including all hardware and software, desktop and network support designing. I have Implemented solutions for well-known organizations, such as, IBM, GE, Bank of America and SunTrust. I have successfully tested and evaluated network systems to eliminate problems and make improvements
TECHNICAL SKILLS
Altiris CMS 6.0
Air Watch
ARC Serve 6.5
Blade / Rack / Tower Servers.
Cisco 1900, 2500, and 3550 Switches and Router series,
DELL 2100/180
Dell Power Edge
Unitrends UBE
IBM DB2 7.0
IBM Netfinity 5000
Linux/Unix
Lotus Notes 6.0
MAC OS/X
MS Exchange Server MS Office Professional
MS SQL Server
Windows Server 2003 2005 / 2008/2012 R2
Novell 4.11
Reflections FTP
Web Ex
Solaris
Symantec Ghost 7.5
TCP/IP
Unitrends
VMware/Hyper- V
Windows XP,7,8 and 10
TRAINING AND CERTIFICATIONS
Altiris, Client Management Suite 6.0
CCNA
Micro Tech, Atlanta, GA
New Horizon, Atlanta, Georgia
PROFESSIONAL EXPERIENCE
Wipro/Harman
Service Desk Support – Atlanta, GA
July 2015 - Present
Utilize Cisco Finesse to receive incoming calls from global customers to assist them with any and all hardware/software computer related issues.
Setup new user accounts in Active Directory, Exchange, and SAP accounts
Log, update, assigned, and reassigned trouble tickets user Remedy 8
Order company cell phones for new and existing customers
Remotely assisted customers using WebEx productively tool to RDP into customer pc who need real time help.
Preformed root cause analysis to determine what group the ticket should be assigned to, for SLA adherence.
Assigned tickets to a SAP group for account creations, deletions and password reset
Preformed software installation using SCCM for all software requests that has been approved by management approval.
Request read/write access for all Window, Doors and network drive access
Assigned tickets to local site admin throughout the companies infrastructure
Unitrends Software
Customer Support Engineer – Columbia, SC
January 2013 – July 2013
Preformed daily SQL data base backup using Unitrends Backup Enterprise tool, to provide level 1 technical support of external users.
Restore VMware machines and files to their original state and location, by use of incremental backups.
Manage bandwidth throttling between local and remote offices to provide a secure encrypted data tunnel for data center replication.
Created custom reports to be exported to csv or excel file format to upper management for monitoring and tracking purposes.
Preform bear metal backup and file recovery using Unitrends UBE tools by using Linux command line interface.
Install and configure virtual appliances for backup and recovery of all virtual and physical machines
Research and analyze case management skills with upper management.
Exceptional written and verbal communication skills.
Strong understanding of ITIL, Customer Support and Call Center Best Practices.
Environment: Windows XP /7, Linux, Unitrends Backup Enterprise / 2005 SQL Server, ASP, VB Scripts, HP Open View, Active Directory, DNS, MS Exchange
Pwc (Price Waterhouse Coopers)
System Administrator, Columbia SC
May 2012 – August 2012
Provides System Administration support for all network server systems within the enterprise on various computer platforms.
Receives work from and responds to service center tickets, walk-in or internal help requests.
Successfully troubleshoots and resolves or escalates problems in a timely manner while following consistent, standard approaches
Serves as technical resource for the deployment and support of Network Operating Systems and applications (i.e., Windows 2000/2003/2008, VMware/Virtualization Technologies, SAN Technologies, MS Exchange, Active Directory, and Lotus Notes 8.5 etc.), as well as insure proper maintenance of management tools, server documentation, and disaster recovery procedures.
Documents all work, including research and resolution related to service requests, in call tracking system.
Environment: Windows XP / 7, and 2012 R2 Server, Microsoft 2000 / 2005 SQL Server, Symantec Antivirus, VB Scripts, HP Open View, Active Directory,
Kroger, Cincinnati OH
Server Architect
January 2010 – April 2010
Successfully created new user email accounts using MS Exchange Server.
Maintained five Windows servers in an Active Directory library.
Managed corporate Windows infrastructure that Includes distribution of OS (XP / Windows Server 2008) and application patches, maintaining corporate image and imaging process (developed in Altiris and custom ASP pages), maintaining application packages in Altiris for deployment by the service desk.
Designed, built, and implemented solutions for the desktop support engineering team which built, tested, documented, and deployed software packages, patches and images.
Managed Altiris Server Infrastructure by Appling Microsoft patches to all Windows servers (XP / Windows Server 2008) and workstations using Altiris Patch Management and evaluated server upgrades.
Maintained package Windows servers (XP / Windows Server 2008) with software deployment tools.
Used VMware to test software environments.
Developed system documentation, for technical user guides, policies, procedures and guidelines for system operations.
Preformed daily reports using Altiris Reporting Wizard. Insured that ITIL compliances put into place and socks compliance.
Developed and documented consulting methodologies, and Altiris best practices.
Created and maintained VB scripts for Deployment Server jobs.
Evaluated and set hardware standards for desktop, laptops, monitors and accessories.
Interfaced with vendors, such as, IBM, Dell, HP, to keep up on current trends, required upgraded and system availability.
Managed any virus outbreaks with Altiris and Symantec Antivirus.
Maintained all Microsoft patches on all workstations and Servers throughout the Kroger enterprise.
Environment: Windows XP / 2008 Server R2, Altiris Server, Microsoft 2000 / 2005 SQL Server, Altiris Wizard, Symantec Antivirus, ASP, VB Scripts, HP Open View, Active Directory, DNS, MS Exchange
IBM / SunTrust, Atlanta, GA
Server Architect
January 2009 – December 2009
.
Successfully installed and configured Altiris Asset Management for software tracking and inventory. Responsible for the implementation and configuration of Altiris Deployment Solution to effectively deploy software throughout SunTrust banking system.
Responsible for remote client installation and management of all network and desktop equipment at all SunTrust branch and non-branch banking sites.
Captured software inventory information using Altiris 6.0 CMS.
Resolved networking and hardware issues to comply with the bank’s SLA’s.
Generated daily software deployment reports by using Microsoft SQL Server 2003 query analyzer.
Deployed software to over 50000 end users.
Managed the entire SunTrust software environment from a central Altiris 6.0, 6.5 Console.
Managed and update software packages repository.
Used Altiris Carbon copy to remote in to user PC for detail remote technical support.
Environment: Active Directory, VMware, Windows XP, Blackberry, PDA, Microsoft SQL Server 2003, Altiris 6.0, 6.5, Altiris Dynamic
GE, Atlanta, GA
Network Engineer – Network
January 2008 – May 2008
Solved complex technical problems and interface with customer to identify, analyze, and solve software delivery connectivity issues, by using IBM same time connect 6.0 and RDP (Remote Desktop Protocol) internal tools for remote management.
Performed daily server maintenance to insure that all CA Unitcenter severs is installing patches to all desktops and Windows 2003 servers R3.
Used VMware to test software environments.
Catalog software distribution and installation in Windows Sever 2003 R2.
Maintained VMware Windows Server / 2008 R2 on a daily basis.
Preformed dally server maintenance on MS SQL 2003 Server.
Applied patches to UNIX / Linux, and SUN Solaris 10.0 shop floor servers.
Used CA Unitcenter to manage desktop, Laptops, and all Data Center assets.
Used single sign-on (SS0) to authenticate users to multiple, related Web applications over the life of a single online session.
Managed WAN VPN connection by us MS RDP for remote Server connection.
Monitored and tracked reports using HPSD (Hewlett Packard Software Delivery) ticketing systems.
Environment: MS SQL 2003 Server, VMware, Windows Sever 2003 R2, UNIX, Linux, WAN, VPN, SUN Solaris, CAU
Adcom, Norcross, GA
Network Engineer – Network
May 2007 – October 2007
Developed and maintained a number of tools to assist the Network Engineering group in their tasks, including project management tracking, tracking IP, VLAN, and BGP community allocations, visualizing switch-fabric topology, and visualizing BGP route-reflector topology.
Configured and implemented Adtran, Juniper, and Cisco 2800, 1841, and 1800 series routers.
Installed and configured WAN interface card (WIC) in Cisco, and Adtran series routers.
Maintained documents of work perform during the day.
Interfaced with various Telco’s for circuit testing and turn up.
Managed user accounts using Oz data base.
Implementation of TCP/IP and related services such as HSRP, DHCP, DNS, FTP, TFTP, BGP, and MRTG.
Upgraded Cisco and Adtran routers, Switches and Firewall (PIX) IOS using Solar Winds TFTP Server.
Managed and configured router’s using Secure CRT 4.1 for remote management.
Turned up new customer point-to-point, frame-relay, SMDS, and ATM circuits as required.
Environment: Adtran, Juniper, Cisco 2800 / 1841 / 1800, WAN, TCP/IP, HSRP, DHCP, DNS, FTP, TFTP, BGP, MRTG, PIX, TFTP, frame-relay, SMDS, ATM
Marion County, Indianapolis, IN
Altiris Consultant
September 2006 – January 2007
Maintained network user’s accounts in Active Directory, (user environment, directories, and security).
Installed and configured Windows 2003/ server within the infrastructure.
Implemented, and designed Altiris Notification Server 6.0, Patch Management, and Application Metering Suite solutions, for all three levels.
Installed and tested software upgrades and security updates for Patch Management for 15,000 end-user environment as well as all the network equipment.
Developed and implemented disaster recovery procedures.
Oversaw user and administrators acceptance testing, built detailed design configuration documentation, and assist in training desktop support staff.
Extensive hands on experience in the configuration and installation of Network Hardware, Software, including Cisco switches, router, and hubs using VPN Concentrator, and all 802.11 wireless access points and print servers.
Created custom reports in the Altiris console as well as implementing software inventory, distribution, scheduling and monitoring Backup and Recovery.
Deployed and installed patches using Altiris Patch Management to all workstations and servers.
Created and customized all Altiris training manuals, documents and responsible for training all new Altiris users.
Environment: Windows 2003 / 2008, Altiris Notification Server 6.0, HP Open View, Arc Serve 7.0, Active Directory, Altiris Patch Management, VPN
Pathfire, Atlanta, GA
Network Engineer – Network
August 2005 – November 2006
Installed and configured Mac OS X for graphic designer groups.
Installed and configured Windows 2000, 2003 Server on IBM RAID 5, Server in news media networking environment while using proprietary Pathfire software.
Installed and configured Apache Tomcat 6.0 on all Pathfire servers to insure database connectivity.
Provided step by step Server, Router, Switch and Satellite Dish installation until completed using 100% phone and internet connection support.
Instructed user on configuring DVP ports using TCP/IP, and Subnet Mask using supplied IP address.
Responsible for monitoring and responding to technical hardware and software problems utilizing a variety of testing tools and techniques for desktop, servers, LAN/WAN, voice or video networks.
Tested clients back end using Sun Solaris 8.0 to send test packages to insure network connectivity. Strong knowledge IP Addressing and Sub netting and routing protocols (BGP, OSPF, EIGRP, and RIP).
Understanding of physical level data communication interfaces.
Configured VLAN's on a Cisco 1900 series switch to insure network security.
Provided on going technical support and detailed documentation for all existing users
Environment: Windows 2000 / 2003 Server, IBM RAID 5, Apache Tomcat 6.0, Pathfire, TCP/IP, Mac OS X, LAN / WAN, Sun Solaris 8.0, BGP, OSPF, EIGRP, RIP, VLAN, Cisco 1900
Bank of America, Atlanta, GA
Network Support – Network
August 2004 – August 2005
Monitored, updated and tracked trouble tickets in a Track-It 6.0 database to insure companies SLA’s (Service Level Agreements) problems pertaining to Mac OS 10, PC LAN / WAN environment.
Provided PC technical support and guidance to over 250 Bank of America end users.
Developed and maintained all banking systems, applications, security, and network configurations.
Provided technical support in gathering both business and technical requirements for banking email systems.
Recommended upgrades, patches, and new applications and equipment in banking systems.
Recommended upgrades, patches, and new applications and equipment in banking systems.
Ensured network (LAN/WAN, telecommunications, and voice) security access and protects against unauthorized access, modification, or destruction using a variety of firewall applications such as Cisco Pix, Zone Alarm and Microsoft firewalls.
Managed the Windows XP deployment rollout using Ghost 7.0 for support and upgrade of servers, desktop PC, hardware, software, Windows XP operating systems and distributed all Lexmark series printers as well as print que devices.
Tested and evaluated network systems to eliminate problems and make improvements.
Configured, set up, and installed Windows 2000 Server Active Directory.
Environment: LAN / WAN, Mac OS 10, Cisco Pix, Ghost 7.0, Windows 2000 Server, Active Directory
After Hours, Norcross, GA
Windows Administrator
October 2003 – August 2004
Rolled out a new office environment to Windows 2000 Professional and Windows XP operating systems.
Remote installed software applications using Altiris Deployment Server, and assist in preparing project plans and business cases for Altiris projects.
Managed all laptop’s, desktop’s and PDA’s.
Supported over 1000 end users internal and external.
Tested, and deployed, new laptop, desktop and Server Images using Altiris Deployment Solution.
Created and implemented software packages (RIPs), collections, policies and reports to structure the software environment.
Planned, tested, and deployed an Altiris based systems & asset managed & supported PC based environment. Inventoried and asset solutions using Altiris' Asset Control Solutions.
Determined the necessary hardware and software requirements and set standards based on system/software life cycle planning.
Utilized Altiris' Asset Management, Application Metering tools and Notification Server to implement licensing management, a controlled level of maintenance and to streamline support services within the organization.
Supported the systems hardware and software for the deployed environments. Trained end users on newly deployed equipment, operating systems and applications.
Environment: Altiris, Windows 2000 Professional, Windows XP
IBM, Atlanta, GA
Network Engineer – Network
February 2001 – September 2003
Managed the installation of Microsoft SQL Server 2000, and IBM DB2 Websphere for all IBM Server Farm databases.
Installed and configured MS Internet Information Server, Windows 2000 Active Directory, and Enterprise Backup using ARC Serve 7.0.
Installed and configured MacAfee antivirus software on all IBM servers and workstations for complete computer and network protection.
Supported twenty-five remote users using dial up as well as VPN connections.
Used Lotus Notes 6.0 email services for data base management.
Insured network security, which included purchasing configurations, deployment of network proxy servers and security gateways.
Responsible for auditing the system by monitoring both SQL server error log and the Windows 2000 event log.
Performed backup and restore to prevent massive hardware failure, and to ensure the safe return of data to the database server.
Prearranged the running of DB2 scripts and the maintenance of Microsoft terminal servers and telnet sessions to ensure network connectivity and efficient remote access.
Environment: Microsoft SQL Server 2000, IBM DB2 Websphere, IBM Server Farm, Windows 2000 Active Directory, Enterprise Backup, ARC Serve 7.0, VPN, Lotus Notes 6.0
EDUCATION
Electronic Engineering, DeVry Institute of Technology, Atlanta, Georgia 1990
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