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Customer Service Active Directory

Dearborn, Michigan, United States
April 21, 2017

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Education & Certifications

May **** Washtenaw Community College Ann Arbor, MI

Associate in Occupational Studies

Concentration in Microsoft Network Operating System

April 2015 Comptia A+ Certification

Oct. 2003-

July 2004

National Institute of Technology (Everest)

Concentration: Network System Support

Southfield, MI

Graduating GPA: 3.02

Aug 2001 –

Dec. 2001

Central Michigan University

General Studies

Mt. Pleasant, MI

Technical Skills

Operating Systems: Microsoft Office/Server XP/7/8/10, Linux/Unix

Networking & Security: Design, Troubleshooting, Management, LAN/WAN Support, Server Racks Setup/Installation, CAT5/Coax Cabling, Network Printing, Media Testing

Hardware: Install/Rebuild/Repair, Imaging, IBM Blade Centers Setup and deployment of hardware

Software: PC Building, Data Restore/Recovery, Setup and deployment of software

Automation: HP Operations Orchestration, Blade Logic

Monitoring: Sitescope, Splunk, BSM

Ticketing: CA Service Desk, Clarify, Global Case MGMT, Zendesk

Other: Customer Service, Active Directory, telephone skills, troubleshooting malfunctioning hardware and/or software, RDP support, RSA support, VM Ware support


July 2016 – Assembly (MDC). IT Support Specialist


Technical assistance and support for incoming queries and issues related to computer systems, software, and hardware

Respond to queries either in person, over the phone or via skype for business

Maintain daily performance of computer systems

Support Polycom VVX 310, 400 and 500 series

Walk end user through problem-solving process

Install, modify, and repair computer hardware and software

Run diagnostic programs to resolve problems

Install computer peripherals for users

Run reports to determine malfunctions that continue to occur

Provide first level contact and convey resolutions to customer issues

Properly escalate unresolved queries to the next level of support

Track, route and redirect problems to correct resources

Update customer data and produce activity reports

Follow up with users, provide feedback and see problems through to resolution

Utilize excellent customer service skills and exceed customer's expectations

Ensure proper recording, documentation and closure

Recommend procedure modifications or improvements

Preserve and grow your knowledge of help desk procedures, products and services

Feb 2006 –

March 2016

Automatic Data Processing, Inc, IT Operations Support Specialist II –

Ann Arbor, MI

Ensured connectivity and functionality in an enterprise environment with over 10,000 IBM/Compaq/Solaris/SAN servers including VMware ESX enhanced environments on Windows 2000 servers

Desk side/Remote Desktop support

Password resets for Solaris systems

Monitoring CPU usage on Solaris machines

Copying and creating folders on Solaris machines

Executing scripts on Solaris machines

Editing security setting on Solaris systems

Collaborated with a team to migrate 10,000+ servers

Troubleshoot server functionality related incidents via Citrix, Terminal Services, Raritan KVM tools, and other remote desktop utilities

Supported project management responsibilities such as patch deployment and other security related tasks

Investigated and resolved hardware WAN/LAN connectivity issues related to Cisco switches/routers

Performed administrative and security tasks in Windows Active Directory for Windows NT 4.0, 2000 – 2012 operating systems

Completed UNIX/Linux related tasks requiring root admin privileges

Verified and maintained group policies and Windows OU's across multiple domains

Escalated issues requiring extensive attention and follow up on long-term/outstanding concerns

Monitored and recorded issues through Clarify and Mercury Tools

Managed Major Outage conference calls averaging 30-40 clients and/or other departments

Monitored and maintained maximum uptime for Enterprise Data Centers globally

Collaborated with individuals of multicultural and diverse backgrounds

Traveled to India to train 25 off-shore individuals and established international business relations

Maintained remote communications and training with international satellite offices daily

Provided Windows XP-7 workstation hardware support in a Dell/HP Environment

Troubleshot Windows systems XP-8 Server 2003 & 2008

Install, configure, reconfigure or reinstall and troubleshoot software

Administer training sessions to New-Hire personnel, via Power Point Presentations and hand-to-hand training

Apr 2005 – Feb 2006

Tech Team Global, Inc., Tech Support I

Southfield, MI

Performed System Admin tasks in Active Directory

Performed database and patch uploads/downloads

Migrated hardware deployment projects

Troubleshoot hardware and software on laptops and PDA’s

Tech Team Global, Inc. cont.

Supported clients with PDA/laptops synchronization

Escalated security issues with 2nd Level Support

Assisted users in downloading fixed databases

Verified connectivity of HP and Gateway Shells

Controlled Password Resets

Assisted users with profile and .ost file issues in Outlook

Dec 2002 – Apr 2005

Bakers Shoes, Assistant Manager

Dearborn, MI

Assisted store management with store operations

Exceeded customer service expectations

Trained newly hired associates

Maintained and verified Special Orders shipping issues

Managed staffing/work schedules for 15+ associates

Aug 2001 – Dec 2001

Central Michigan University, Computer Lab Assistant

Mt. Pleasant, MI

Assisted students with PC training and troubleshooting issues

Answered end-user phone call questions regarding schools services

Responsible for campus safety and security

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