Active Directory Customer Service
Resume:
Calvin Daniels
***************@*****.***
Experience Summary:
A Decade plus Professional work experience, providing impeccable customer service and Information Technology support services.
Developed a close rapport with clients at all levels and outside, third-party Vendors.
Think logically and act decisively in critical situations; communicate ideas and results effectively in both oral and written form
See problems through to resolution
Possess the ability to “think outside of the box”.
Lead activities of desktop support services, which include preventative maintenance, troubleshooting, configuring, installing PCs and providing technical support for end-users
Interface with end-users to solve complex support desk problems which includes trouble shooting and determining appropriate course of action, to rectify problems
Provide creative solutions, proactively look for process improvement opportunities; always approach challenges with a positive attitude.
Technical Skills:
OS / GUI: Microsoft SCCM, Windows 7, Exchange 2010, Windows XP, Windows 2000, Windows 2003,2008 Server, Windows NT 4, Windows Millennium, Windows 98/95, DOS & WFW, Mac OS Leopard Tiger.
Software: Microsoft Office, Active Directory, Epic, Meditech, Antivirus, Antispyware, Terminal Emulation, VPN / Remote Access, Remote Control, Ghost, Lotus Notes, Outlook/Exchange Client & Server, Operating System Utilities, and Iphone Blackberry PDAs.
Hardware: Mac Computers Desktops and Laptops; Linksys Routers, Hubs, Broadband & DSL Modems, SCSI; IDE; PCI; PCMCIA (Wireless, NIC/Modem Combos; CDROM/DVD Writers; Hard Drives; CPU Motherboard Components (Memory, Processors, Modems, Video Cards, and Power Supplies);Printers (Network and Local); Fax; Scanners; External Devices (USB, Serial, Firewire and Parallel), Iphone and Blackberry PDAs.
Messaging: Microsoft Outlook/Exchange, IBM Lotus Notes Sametime and Netscape Mail
Tracking: Remedy Action Request System, Vantive Symantec Ghost Web Interface Clarify and Norton Interface
Education
High School Diploma from Menlo Atherton School, Atherton, CA, 1984
A+ Certification from Computer Training Academy San Jose, CA 2010
Associate degree in computer Science San Jose, CA 2005
Certifications
Certified Computer Lan Technician CTA 1991
A+ Certification CTA 2010
Professional Experience
Vision Service Plan (VSP), Rancho Cordova, CA Aug 2015- Dec 2016
Desktop Support Analyst
Image computer with windows 7 using SCCM
Office 365 migration
Install and configure Exchange 2010
Setup Computer new hires
Provide end user support for the executive staff in the office and remote users including support for desktop, laptop, printers and other peripherals
Troubleshoot hardware and software related issues
Open and close tickets in Heat call tracking system
Window 7 deployments
Reset users password in Active Directory
Create user account in Active Directory and setup user rolls.
Troubleshoot network connectivity issues
Add computers to the Domain
Respond to end-user requests quickly, competently, and patiently
Sutter Health, Sacramento, CA May 2012- Apr 2015
Lead System Analyst
Image computer with windows 7 using SCCM
Troubleshoot Hardware & Software issue
Served approximately 2500+ Customers at Corporate level.
Install and troubleshoot medical application issues
Install and setup new printers
Windows 7 Deployments
Create accounts in active directory
Troubleshoot network connectivity issues
Troubleshoot Printer connection issues
Add computers to the Domain
Run weekly reports for management
Track all equipment that was being moved around throughout Sutter Facilities
Attend weekly meeting for add moves and changes
Sutter Health, Modesto, CA Jun 2011- Dec 2011
Systems Technician
Image computer with Windows 7 using SCCM
Troubleshoot Hardware & Software issues
Install and troubleshoot medical application issues
Office 365 migration
Install and setup new printers
Create accounts in active directory
Troubleshoot network connectivity issues
Troubleshoot Printer connection issues
Add computers to the Domain
Clorox, Inc., Oakland, CA Mar 2007- Feb 2011
Lead Support Analyst
Provide end user support for the executive staff in the office and remote users including support for desktop, laptop, printers and other peripherals, Iphone, Blackberry/mobile devices, VPN, network, and PC applications.
Install, maintain, and troubleshoot Windows 7, 2000, XP, and Mac OS upgrades and patches.
Create user accounts in Active Directory, give users access to network file shares.
Perform installations and configuration of VPN on laptops
Create desktop images for deployment of new workstations
Maintain Corporate Technology standards and asset tracking
Creation and enforcement of policies, processes, and procedures
Create end-user Microsoft Active Directory and Lotus Notes accounts
Able to demonstrate excellent communication skills, both verbal and written
Support of cell phones, Black Berries and other PDA Devices requiring assistance
Perform standard desktop technical activities in support of hardware and software.
Installation for new hire computers, and completes any moves/adds/changes for end users
Troubleshoot Microsoft Exchange issues.
Clorox, Inc., Oakland, CA Apr 2006- Mar 2007
Help Desk Technician
Troubleshoot computer related issue for local and remote users
Troubleshoot VPN connection issue
Managed difficult and /or emotional customer situations on a daily basis.
Respond to end-user requests quickly, competently, and patiently.
Prioritized, input, and tracked customer requests using the corporate helpdesk system.
John Muir Health Systems, Walnut Creek, CA Nov 2005- Apr 2006
Desktop Support Technician
Responsible for support and configuring office system
Troubleshoot all computer problems
Troubleshoot and solve VPN issues
Install new hardware and software on computers
Create user account in Active Directory
Create Ghost images
Install and setup Outlook for local users.
NASA- QSS, Inc., Mountain View, CA Sep 2001- Nov 2005
System Administrator
Responsible for configuring Mac’s and Desktop PC’s for new hires
Create Lotus Notes email account setup Lotus Note client on desktops
Setup systems & printers to work on the Ames network
Troubleshoot and solve all computer relate issues software & hardware
Setup and maintain Mac & Windows servers
Setup user accounts on both Mac & Windows servers.
Troubleshot network connectivity issues.
Contact this candidate