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Active Directory Customer Service

Boston, Massachusetts, United States
April 20, 2017

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** ******** **.

Boston, MA



Experienced and knowledgeable Information Technology Professional seeking to contribute training and acquired skills within a Desktop, Help Desk supports role and Telecommunication Technician. I work well independently, or in a group setting providing all facets of Desktop Support Concepts. I am experienced in Desktop support and Avaya Telecommunication support; such as troubleshooting, installations, and maintenance etc. I have In-depth knowledge and understanding of numerous software packages and operating systems. I’m skilled in providing great Customer service and End-User Desktop/Help Desk Support. My experience has prepared me to easily identify and resolve technical issues and concerns.

SKILLS Software: Sophos Encryption Software, Avaya Communication Manager setups, moves, and adds, Windows 7,Windows 8, Windows 10, IOS 10, IPad, IPhones, Microsoft Office 2010 and 2013, Word, Excel, PowerPoint, Outlook, Internet Explorer, Google Chrome, Adobe Acrobat, Active Directory, Active Directory Manager, Password changes Create User Setups, File Permissions, Group Permissions etc. Ghost and Acronis Imaging, SCCM, Fog, VPN, Remote Desktop, Remedy, Service Now, Exchange Heat. Air Watch, Good, Logmein123, Backup User profile Easy Transfer and Manually transfers--Hardware: PC Setup, Warranty Hardware Replacements, (motherboards, power supply etc.) Avaya IP Phone Setups on Switch, Avaya IP Phone Training, PC Network Training, Setup Wireless/Network Printers, IPhone, IPad, Android and Blackberry setups, Mifi setup,


10/1/16 – 2/1/17 Lynn Community Health Center

Desktop Support Technician

Setup Pc’s, drivers, and software

Windows 7

Deployment of laptops and desktop pc’s

Backup user Data- Files, Outlook 2010

Create user profile

Reset Passwords using Active Directory Manager

Place user and pc in correct OU’s

Remote with Logmein

Regular Help Desk Support

Install printers

Image PC using Fog

1/4/16 – 3/1/16 MGH/Radstand

Desktop Support Technician

Setup Pc’s, drivers, and software

Windows 7 and Windows 8

Deployment of laptops and desktop pc’s

Backup user Data- Files, Outlook 2010 and 2013, PC setting

Create user profile outlook etc.

Install printers

Remote desktop to install software

10/5/15 – 11/30/15 NEQCA

Desktop Support Technician

Push and Test Patches Windows Update remotely using Kace

Wipe Pc’s install OS, drivers, software, Sophos antivirus and Sophos encryption to unlock users and retrieve data

Recover encrypted drives

Reset passwords

Configure New User setups – new pc Windows 7 and Window 8

Setup New User Workstations

Configure Outlook 2010 and 2013 delegates

Install printers- wireless and network

Setup IPhone and IPads

Setup Good Account for IPhone

Setup Mifi’s and USB Modems

Folder permissions to access to folders

5/1/15 – 10/2/15 Goodwin Procter

Desktop Support Analyst

Remote Desktop, VPN, Logmein123 to install software

Serve as the initial point of contact for resolution of desktop/laptop related problems

Manage all desktop/laptop computer systems and peripherals

Investigates user problems and identifies their source; determines possible solutions;

Procure, update, and maintain all software used on corporate systems

Establish and maintain hardware and software configuration management program

Document and maintain a permanent inventory of all Corporate IT equipment

Maintain all licenses and service agreements for all software and equipment; track and update licenses and document as required

Manages and supports telephony system for contact center

Troubleshoot, research, diagnose, document, and resolve technical issues surrounding Windows 7,Windows 8, MS Office 2010 and 2013 applications, email, other special applications, Internet connections, and hardware/peripheral equipment

Document, track, resolve, and report on problems and work orders

Modify user accounts via Active Directory,

Reimage pc/laptop

Remote Desktop to resolve application and configuration errors

1/5/15 - 4/24/15 Dunkin Brands

Desktop Analyst

Windows 7 and Windows 8 migration

Imaging Laptops and PC’s

VPN Remote Support using Logmein123

IPhone Support

Configure Microsoft Office products (outlook, word etc.)

Active Directory password resets

Repair Laptops (hard drives mother boards etc.)

Install printer drivers

Install and Configure home grown Dunkin Brand software

Train user on Box Sync

7/2/14 - 1/6/15 Action for Boston Community Development

Desktop Technician

Windows 7 and Windows 8 migration

Image PC’s

Connect PC’s to domain

Create User Profiles

Create Users in Active Directory

Reset Passwords

Remote Desktop, VPN, Logmein123 to install software

Computer assembling and maintenance

Troubleshooting hardware and software problems

Installing and configuring the peripherals, components and drivers

Installing software and application to user standards

1/1/12 - 4/1/14 East Boston Neighborhood Health Center

Desktop/Telecommunications Technician

Computer assembling and maintenance

Troubleshooting hardware and software problems

Installing and configuring the peripherals, components and drivers

Installing software and application to user standards

Configuring and troubleshooting desktops, laptops and servers

Familiar with hardware tools like servers, printers, and VoIP, networking and telecommunications devices

Installed Hard disks, Floppy drives, CD Drives, Sound Blaster cards, CPU, Memory, Power supply unit, Network card, Video graphics card, Hard disk controller card

Troubleshooting of personal computers. On line Support to customers concerning their computer problems

Excellent troubleshooting skills in complex software and hardware problems

Using Communication Manager 6.0 Installs troubleshoots repairs and maintains telecommunications equipment from command line directly in switch.

Create, support and setup Call Center Agent ID's

Provides reports, completes requests for new service, and determines methodology for installing telephone service using Communication Manager.

Manage Blackberry setups on Blackberry Server.

Create and support IPhone service to staff

Determines appropriateness of moderate equipment changes or modifications including call switches, test trunks and test links, and installs communication circuits.

Explains Knowledge of commonly used concepts, practices, and procedures within a Telecom field.

Provides hands-on assistance and troubleshoots all phone equipment failures and service for all users.

Provides training and technical expertise on usage of phone equipment and the voice mail

Programs voice mailboxes for individual users and department trees and troubleshoot voice mail issues and system failures.

Places and evaluates phone and data orders, coordinates and oversees all phone work orders.

Audits, sorts and distributes monthly Call Detail reports to all departments.

Places phone equipment orders.

12/28/09 - 9/23/11 Samsung

Technical Coordinator - Laptop Support

Ability to effectively handle complex technical customer issues in an independent, timely and efficient manner.

Ability to troubleshoot, diagnose and resolve technical issue of advance complexity while maintaining a high level of customer satisfaction.

Ability to troubleshoot, diagnose and resolve technical issue of advance complexity while maintaining a high level of customer satisfaction.

Ability to proficiently navigate a customer through the functionalities of a laptop including: hardware, software and networking.

Support customers with connectivity issues: internet, wireless setups, router setups and wireless printers configurations

Explain all the features of MS Office Windows, including Set-up, features, functionality, system maintenance, and security and network settings.

Provide clear and concise direction regarding LAN connections and network configurations, including IP settings.

Communicate, troubleshoot and diagnose various software security applications including McAfee, Omni pass and TPM.

Use resourceful diagnostic techniques to resolve the customer’s questions

Create and document customers account on diagnostic out come and resolved issues

Ability to translate complex technical terms into terms easily understood by customer.

Ability to make independent decisions based on established guidelines

Provide quality customer service while demonstrating the ability to effectively troubleshoot and resolve advanced technical inquiries.

11/1/08 -11/30/08 The Ogletree Deakins - Acentron

Help Desk Analyst

Responsible for providing direct, technical advice/support and troubleshooting assistance to attorneys and staff in a service center environment for a user base of 800+ (using both laptops and desktops), printers, PC/server applications, remote access, and document management.

Support is provided by either face-to-face, by remote access or on the telephone.

Providing exceptional customer service, entering all incidents into a call tracking system (Heat).

Processing Incoming and Exiting employee data via Active Directory

Provided Blackberry setup and support

Entering all incidents into a call tracking system (Heat).

Word processing (Formatting MS Office documents, converting Word Perfect docs to MS Word, Word to Adobe, etc.)

General PC and application support of Desktops and Laptops

Setting up Outlook profiles for new users

Assisting users with Document management issues/questions (Data Imaging Database)

Advanced knowledge of MS Office (Word, Outlook, PowerPoint, etc.)

Communicate clearly and professionally with all stake holders (Firm employees, clients, vendors, etc.)

Ability to work as a member of a close knit team or independently as needed

Basic understanding of networking (Active Directory, network printing, wireless and remote communication, etc.)

10/1/08 - 10/14/08 Virginia College - Robert Half

PC Technician/Help Desk/Desktop Support

Provide hands on desk side support, OS migration and hardware and software rollout.

PC roll out of about 200 PC

Switching out old computers and installing software and hardware set up and installation.

Install and support contracted multifunction devices.

Installation and support of desktop, laptop, monitor and network printer.

Connect computers to the network

Setup wireless configurations

Create accounts in Active Directory

Support all PC-related issues

Install, configure, troubleshoot and physically manipulate/move PCs and peripherals

2004 - 2008 Big Brother Big Sisters of Massachusetts Bay

Network Assistant/ Help Desk Support

Ghost computer from the network, connect computer to the network

Use Per I Help Desk software assist 70 staff with helpdesk request- from network access issues to file conversions

Active Directory request- and new employees configure remote access to thru Citrix, password changes, software changes etc.

Configured wireless setups and monitor staff accessibility

Setup home wireless networks for company internet accessibility

Setup Verizon wireless network for non connecting hot stops via air cards

Avaya phone system- Supervisor and Staff training of system

Avaya IP phone support- digital voicemail configuration, new setups, configuration, server restarts, supervisor monitoring software setups, configure phone bridges and coverage setups, create/configure phone extensions with sync of computer

Install/configure hardware components - memory, fans, motherboard, processors, power supplies, CD-ROM’s etc.

Maintain blackberry configuration issues with network admin. Assistant-connectivity issues, calendar issues, and sync issues

Outside Conference setups- Video and Audio setups

Install third party software - drivers, bios update and patches etc.

Configuration of email accounts- blocking emails, customizing calendars, junk folders etc.

New employee computer trainings- phone manager operation, outlook and network clarification- Policies and Rights.

Document instructions for computers and software procedures from computer policies to accessing network remotely

Convert files into different formats depending on company needs (doc’s Docx’s Wps, pdf’s etc.)

Security duties- create new ID’s, monitor building login staff and network logins

Create and monitor on-line accounts for all departments (petty Cash, Vendor accounts, Mail Accounts etc.)

Contact vendors for all company needs to computers to paper supplies

Aided customers in correctly linking privately-owned equipment with HSD service

EDUCATION Sullivan Cogliano Training Program, Waltham, MA

Greenville Tech College - Microsoft Network Tech -6/2012

Bunker Hill College, AS Electronics Charlestown, MA

Pharmacy Tech Program, Certificate Awarded in November 1993

References Available Upon Request

Contact this candidate