Technical Support Active Directory

Robert L. Hayward, Jr.

Desktop Support

*** * ****** ***

Las Vegas, NV 89104

Phone: 267-***-**** Email: **********@*****.***

EDUCATION: Georgia State University, Atlanta, Georgia

Bachelor of Business Administration, Honors Graduate, May 2008

Computer Information Systems & Marketing (Double Major)

Summary Achievements

1 Selected as 1 of 10 undergraduates in Macy’s Systems & Technology’s Executive Development Program

2 Offered intern position in General Electrics’ Information Management Leadership Program

3 Chosen to participate in highly selective, advanced summer study abroad program at Temple University

4 “Hand picked” as 1 of 3 students in high school to represent country in the Rotary Club sponsored study abroad program. Spent 1 year in Brazil learning Portuguese and cultural immersion by living with a host family

5 Selected to attend highly competitive and prestigious high school; awarded academic scholarship

WORK EXPERIENCE:

StoccPile LLC (Online)

Founder Online January 2014 - Present

Maintain an online store with over 1000 unique SKU’s

Built relationship with overseas supplier using internet and video conferencing technology

Reached over $100,000 in sales within first 18 months

Successfully introduced new product bundle to online market which included obtaining professional photos, creating copy and running campaigns.

Digital Heartbeat

Desktop Support Engineer New York, NY November 2013- January 2014

Provided end-user technical support and desk-side assistance including but not limited to; installation, configuration, troubleshooting, diagnosing and resolving issues with Macs, PC’s, laptops, network connectivity, printers and peripheral

Maintained A/V system in 3 conference rooms including maintenance of HD projectors

Configured and supported VPN accounts

Removed virus and malware infections and imaged systems for new users

Created and maintained user accounts and security in a Windows Active Directory environment

Marathon Consulting (Managed Service Provider) Brooklyn, NY April 2013-November 2013

Systems Consultant

Supported client PC and Mac workstations, peripherals and backups; including troubleshooting and analysis of issues- both onsite and remotely via phone, email, and remote control connections using technologies such as Labtech, LogMeIn, Join.me, Team Viewer, VNC, RDP and Connectwise

Performed setup, imaging, data extraction, repair and configuration of desktops, laptops, mobile phones, printers & servers

Troubleshot remote access issues including; terminal services, Citrix and VPN/Firewall (Sonic Wall),Virtual Environments

Assisted with various mobile device issues with iPhone, iPad, and Droid, Blackberry particularly email and active sync

Made follow up calls to customers on outstanding issues - ensure satisfaction and confirmed problem resolution including outages

Provided technical support at the network level: WAN and LAN connectivity, routers, switches, firewalls, and security/antivirus/malware

Experienced migrating email from Exchange to cloud (Hosted Exchange: App River, Office 365, Google Apps, etc)

Created documentation and/or specific procedures to help co-workers with repetitive tasks for wiki

Maintained rapport with customers by examining complaints; identifying solutions; suggesting improved methods and techniques; recommending system improvements via “opportunities”

Axispoint New York, New York October 2011 – January 2013

System Support Specialist

Administration of Microsoft Exchange Server including; create/delete mailboxes, email distributions lists, mailbox data restrictions, PST/OST related issues, calendar sharing and email archiving

Active Directory tasks such as; managing users, groups, computer accounts, account policies, user rights, trust relationships and adding computers to a domain

Group policy management, log file troubleshooting, disk clean up and installation of Windows Server 2008

Monitor and manage multiple customer and internal servers using the Nimsoft monitoring solution

Image/Reimage employee CPUs and set up their workstations

Triage trouble tickets and dispatch to appropriate field technician i.e networking, wireless, unified communications, etc

Facilitate helpdesk software and processes used for supporting external clients in Windows and Linux environments

Configure virtual machines for testing, development and productions purposes

Infor Global Solutions Atlanta, Georgia November 2010 – June 2011

Associate Application Consultant

Worked as a remote employee and traveled to Brazil 3 weeks out of every month

Participated in largest CRM client implementation project in South America

Assisted with the information gathering process for a client implementation; including the development of functional business requirements

Configured and customized business software products in CRM

Provided training to system end users

IBM Atlanta, Georgia June 2010 – November 2010

Help Desk Agent

Provided first-level contact and problem resolution for all users with hardware, software and applications problems

Resolved as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases

Followed standard help desk procedures, redirected problems to appropriate resource and identified and escalated situations requiring urgent attention

Stayed current with system information, changes and updates

Provided world class VIP (CEO’s, CIO’s, governor’s office) technical help desk and desktop support in a fast paced and highly demanding environment

Reset network passwords including Novell, Windows, Safe boot, Active Directory, VPN as well as others via virtual machines

Installed Mac OS on machines - backups, network drives, troubleshooting in Mac environment

PRIMEDIA (Rentals.com) Atlanta, Georgia December 2009 - March 2010

Help Desk Level II Tech

• Responded to requests for technical assistance via telephone phone and ticket

• Answered customer calls and emails (knowledge base and administrator of incoming emails)

• Assisted customers with ad postings to web

• Handled billing issues and level 2 technical support with proprietary software and applications

Healthcare Corporation of America Atlanta, Georgia August 2009 - December 2009

Refunds Analyst

• Reviewed EOB’s and attached documents to resolve credit balances and reconcile accounts dealing with patient payments combined with commercial and private insurance company payments

• Initiated system generated or manual (out of country) refunds or identify overpayments to clear credit balance

• Handled phone calls from patients concerning accounts

• Researched returned hospital refund checks. Applied voids to accounts as necessary and reissued refunds and document collection system clearly and concisely

Macy’s Systems & Technology Atlanta, Georgia June 2008 - June 2009

Executive Development Program (EDP) Analyst Trainee

• Developed 2 technical troubleshooting documents for electronic store devices (scanners and price checkers)

• Supported company intrusion detection system and rebuilt 2 IDS servers

• Configured 3 Blue Coat Proxy servers and 1 AV server

• Completed numerous site “discoveries” of Cisco devices (routers and switches) using the CDP Neighbor command

• Assisted in the maintenance and stability of WAN through troubleshooting and closing out problem tickets

• Updated pest control and antivirus database signatures to sever clients locally and remotely (E-Trust)

• Member of team that spearheaded a project to directly reduce travel expenses by implementing new videoconferencing technology

• Completed deployments to Macys.com & Bloomindales.com preproduction, performance and stress environments (Linux environment) manually as well as through Anthill Pro

General Electric – Energy Atlanta, Georgia May 2007 - August 2007

Information Management Leadership Program (IMLP) Intern

• Completed full system development life cycle as a project lead on small system implementation. This project also assisted the company (GE) in retaining customers and increasing loyalty. The “survey project” involved designing, developing, testing and implementing an internal workflow between GE and their business partners

• Found nearly $50,000 in misallocated charges in GE telecom expense Excel files using Vlookups and pivot charts

• Coordinated professional development sessions between the CIO and other IMLP interns

• Facilitated the intranet portal for the IMLP interns by promptly updating portal with relevant documents and information from management

General Electric – Energy Atlanta, Georgia May 2006 - December 2006

Information Systems Management Intern

• Assisted in re-designing the legal document workflow portion of the company extranet portal using the Lean method. Wrote functional specifications for new improved portal using Microsoft Word and Visio

• Created a pitch for a project and pitched out to team of senior managers and CIO

Georgia State University Atlanta, Georgia January 2005 - May 2006

IT Tech Support

• Upgraded and installed software on over 100 GSU laptops and desktops

• Maintained the safety and security GSU networks by sustaining the firewall and anti-virus software updates and patches

• Assisted GSU faculty with various computer related application and printing issues

SKILLS & LANGUAGES

Microsoft Office Suite Adobe Suite, Lotus Notes, LogMeIn, Connecwise, Labtech, App River, EnCase, Putty, Cisco IOS, SharePoint Portal Server, DHCP, DNS, IIS, Routing, Linux, LAN/WAN, Vi Editor, Active Directory, Maxim, Sales Force, Windows 10 / 7 / XP/Vista, Mac Os X, Zendesk, Nimsoft Monitor, VM Ware/V Center, Virtual Box, Microsoft Exchange, Blackberry, iPhone, Android, Microsoft Server 2003, 2008, 2012, Join.me, Team Viewer, Symantec, Storage Craft Shadow Protect, Doyenz

Brazilian Portuguese - Conversational

AWARDS & ACTIVITIES:

Dean’s List 2004- 2005 (4 Semesters)

Temple University Tutor 2004- 2005

Summer Study Abroad- Salvador, Brazil 2005

Who’s Who Among Students 2005- Present

National Deans list 2006- Present

Alpha Kappa Psi Fraternity, Inc. 2005- Present

-Professional Development Committee

-Pledge Class President

-Pledge Master

OTHER EDUCATION:

Sao Paulo, Brazil (1 year Study Abroad Program) 2001-2002

1 Extensive study of Portuguese and the Brazilian culture through classroom and host family experience.

2 Learned valuable lesson in foreign exchange rates, foreign relations and cultural aspects of business.

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