Desktop Support/Systems Administration

JEFFREY W LEDFORD

www.linkedin.com/in/jeffreyledford

SYSTEMS ADMINISTRATOR DESKTOP SUPPORT

973-***-**** ****.***********@*****.***

QUALIFICATIONS SUMMARY

Microsoft Certified Solutions Associate – MCSA and MCP. In a fast paced work environment, consistently outperformed ticketing system and customer service request SLAs during 16 year career as Desktop Support Engineer/Systems Administrator with Citigroup. Earned rare Corporate Vice President title in my business. Worked in a team environment with clients at all organizational levels. Commended for exceptional service by staying visible, available, reliable, and personable. Own excellent written and verbal communication skills. Currently in CCNA routing and switching coursework.

HIGHLIGHTS OF IT SKILLS

Systems Building and Upgrading

Troubleshooting

Desktop Support

Strong Work Ethic

Request Fulfillment

Training/Mentoring

TECHNICAL TOOLS

Support Tools: Active Directory, Administrative Tools, VMware vSphere Client, VNC, RDP, HP Client Automation Enterprise Manager and Reporting Server, HP OVCM Notification Manager, Client Distribution Portal, Ghost, DNA, Avaya WhitePages, TreeSize.

Technologies: Windows 10, Windows 7, Windows Server 2012 R2, Windows Server 2008, Microsoft Office and Outlook, McAfee AntiVirus, BlackBerry, and Citrix client troubleshooting.

PROFESSIONAL WORK EXPERIENCE

CITIGROUP, Jersey City, NJ 1999 – 2016

Outsourced to Hewlett Packard Sept 2014

Desktop Support Engineer/Systems Administrator

Monitored multiple Windows servers, troubleshooting alerts for various threshold issues, avoiding and greatly diminishing server downtime.

Managed, created, and gave permissions to personal shares and group data folders.

Created and managed user and computer accounts using Active Directory and other tools.

Provided support over many businesses for thousands of management, development and non-development end users relating to data management, hardware, software (including Citrix installation and client troubleshooting), peripherals, applications, and remote access computing by means of server and desktop administration tools, desk visits, and remote connection instruments.

Delivered desktop support utilizing queue process request and incident systems, consistently surpassing key performance indicators of 98% for request SLAs and 95% for ticket closure within 3 days, verified by group productivity metrics.

Built, configured, and deployed end-user desktop, laptop, and thin client computers utilizing strong personal, communication, and time-management skills.

Initiated and managed the migration of user accounts and personal data between domains and organizational units.

Trained and supported remote staff of 20 as a request fulfillment subject matter expert, significantly reducing payroll costs for the same positions in the New York - NJ metropolitan area.

EDUCATION

University of Maryland, College Park, Bachelor of Science Degree

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