Active Directory Help Desk

Steven Warren

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

Aurora, IL ****5

Cell: 630-***-****

*************@*****.***

Objective

Pursue a career in IT Operations to mitigate risks and elevate operational efficiency to build on a company's success.

Education

Aurora University, Aurora, IL Expected: 2017

Bachelor of Science in Business Administration

DeVry University, Addison, IL Expected: On Hold

Bachelor of Science in Computer Information Systems, Track in Computer Forensics

Computer Skills

SSAE16, SIG AUP, SOX, SOC2 audits

Policy and Procedure Technical Writing

Windows (XP, Vista, 7, 8, 10), Android

Windows Server (2003, 2008, 2012)

Network Administration, AD, SCCM 2012

PC, Mac, Linux, Wyse, VMware, Hyper-V

Microsoft Office 2000-2016, Lotus Organizer 5

PacketTrap, Kaseya, PRTG, GFI

Norton, Trend Micro, McAfee, Webroot, Symantec EndPoint, Sophos

ManageEngine, LabTech, LanSweeper

MPLS, Cisco Unity, Call Manager, Call Replay

Maintenance of Zebra printers

Backup Exec, EMC, Win Zip 9, WinRAR

Adobe CS5 and CS6

Corel 8 - X, Paint Shop Pro 9 - XIII

HTML, CSS, Java, JavaScript, SQL, PHP

PASCAL, BASIC, Flash, C++, ASP.net

ASCII, Binary, BashScript, WScript

HP Service Center, ConnectWise, VM Infra

DAMEware, VNC, RDP6, GFI

AP/AR (verified functionality with users)

Certifications

Multiplan

HIPPA Certified – 8/3/2015

Work Experience

Robert Half Technology Various cities in IL 12/2015 – Current

IT Manager-System Administrator-Help Desk I-III

Complete project tasks for SOC2 audit for Chief Information Officer.

Configure and deploy Windows Deployment Services server to replace USB Clonezilla deployment process.

Research options for virtualization in VDI to reallocate IT expenses away from end-user hardware.

Develop and document new operational procedures for corporate IT operations.

Audit IT inventory and provide asset replacement advisory report to CIO.

Perform technical changes to accounts as needed (adding/deleting users, password resets, auditing AD groups, etc.)

Manage all helpdesk operations and optimize performance to meet SLA.

Migrate, configure and manage PRTG network monitoring and enable it to auto-generate trouble tickets.

Install server operating system, configure for network monitoring, image deployment and virtualization in VDI.

Develop and document new operational procedures for helpdesk and system administrator roles.

Correct outdated inventory database and provide asset replacement advisory report to IT Manager.

Perform technical changes to accounts as needed (adding/deleting users, password resets, etc.)

Research and advise IT management on methods by which more accurate and timely reporting of important events can be implemented requiring no additional labor resources post-implementation.

TEK Systems (Multiplan) Naperville, IL 07/2015 – 12/2015

IT Security and Compliance Analyst

Review and correct all gaps identified in Shared Assessments Shared Information Gathering and Agreed Upon Procedures audit for Aetna Insurance and Blue Cross Blue Shield Minnesota.

Review and recommend modifications to corporate security policies.

Draft new corporate policy documents for approval to eliminate gaps in policies and procedures.

Meet with department managers to evaluate and document operational procedures to ensure compliance.

Secure and optimize Active Directory environment.

Perform technical changes to accounts as needed (adding/deleting users, password resets, etc.)

Write detailed, technical documentation about roles and responsibilities within Active Directory, specifically as it relates to security

Robert Half Technology Romeoville, IL 01/2015 – 07/2015

IT Lead Systems Analyst

Assist with student/faculty login issues

Assist with software purchase/installation

Provide guidance to Robert Half contractors

Assist with Tier II issues on request

IT Support during student testing

MNJ Technology Services Lombard, IL 11/2013 – 01/2015

Helpdesk Technician

Provide network, wireless, VoIP phone, computer, server, application and malware support remotely and onsite

Maintain and track inventory in ConnectWise Ticketing/CMDB

Active Directory management for various clients

Support for servers, PCs, printers, tablets and virtual environments

Monitor and provide detailed failure details to engineers for Cisco Routers and Switches

Creation and updating of helpdesk & Build and Configuration Center process documentation

Training for MS Windows Server 2012 administration and Windows 8 support

Robert Half Technology Various cities in IL 03/2013 – 11/2013

Systems Administrator

Administration of all networked and local printer assets

Documentation of all issues within Remedy ticketing system

Help Desk Coordination

Asset Tracking and Software License Tracking Management

Active Directory Management and User Profile Migration

Windows 7 compliance testing

Geneva Technical Services (Provena) Kankakee, IL 10/01/12 – 12/28/12

IT Consultant

Preload new computers with Provena SCCM Image

Disconnect old computer and replace with new preloaded computer

Perform Help Desk duties as they arise

R&R Solutions (JC Penny) Bloomingdale, IL 7/12/12 – 7/13/12

IT Technician Installer

Run new Cat6 networking cable for new Access Points in store

Terminate cables and assemble Access Point hardware

Secure network cables away from EMI generating equipment

Citgo Petroleum Lemont, IL 3/5/12 – 3/16/12

Systems Analyst

PC Refresh and migration of user profiles to new computers

Perform diagnostics on all equipment according to checklist and sign off

Utilize DAMEware software to remotely service computers and migrate user data

Diagnose computer hardware and software as well as network printer issues and escalate if necessary

Inventory all technology assets including computers, monitors, software, accessories

Provide first point of contact access to Citgo and contract staff in HP Service Center platform

Improve efficiency, standardize layout and add capabilities to company intranet/website

Jewel Foods NW/SE Chicago, IL 02/07/12 – 03/05/12

IT Technician

Replace existing IBM POS equipment with NCR POS equipment

Pack up and palletize old equipment in safe manner

Connect new CPU, till, scanners and scale, keypad/display, receipt printer

Initialize network boot for reimaging and enter specific lane settings

Perform diagnostics on all equipment according to checklist and sign off

TEK Systems (Various Companies) Cities in IL 8/2011 – 11/2013

IT Consultant

Preload new computers with software specific to client facility

Manage asset management for all laptops, desktops and kiosks

Digitize invoices for software to reduce paperwork

Act as lead for recycling of retired laptops and desktops

Perform Help Desk duties as they arise

Update Active Directory for client network access

Assist with network diagnostics and plan resolutions

Coordinate scheduling of sites amongst multiple technicians

Backup and restore user data as part of PC Refresh

Action Link (Various Electronics/Software Manufacturers) Cities in IL 11/2010 – 10/2013

Sales Event Specialist

Study manufacturer provided materials to discuss their product

Train store sales staff on the features and benefits of the product

Provide consultative expertise to customers regarding product

Act as first point of contact when a customer calls or enters the store

Demonstrate technology being represented on certain projects

Close sale with customer so that store staff can complete the sale

Complete daily reports on activities while in store

CAST Retail Various Cities in IL 9/2010 – 2/2012

Proactive Merchandising Representative

Retrieve weekly shipments from UPS for kiosk

Transport product to secure location to verify counts and then to kiosk for filling

Fill and clean kiosk while also verifying kiosk functionality

Complete weekly reports on status of kiosk and product inventory.

Best Buy Aurora, IL 9/2007 – 1/2008

Geek Squad

Assign duties to all Geek Squad In-Store and In-Home staff daily.

Setup, upgrade and repair new and used computer systems

Support launch of Apple product being introduced for first time in Best Buy

Clean and restore infected and/or corrupted systems

Prepare and resolve reports for internal corporate use

First point of tech support to home and business users

Direct department supervisor on how to setup remote repair station for Johnny Utah

ATMI Precast Inc. – Aurora, IL 5/2002 – 9/2002

Assistant Network Administrator and Help Desk Facilitator

Network and server support for users ranging from end user to C-level at 9 locations.

Ensured the consistent operation of company-wide network during Administrator’s absence

Traveled to Chicago-based office to manage removal of viruses from infected computers

Perform daily server backups using Backup Exec

Diagnose and resolve issues with Account Receivable/Account Payable system

Migrate user data for software like Outlook, Lotus Organizer and AutoCAD 2000

Military Service

U.S. Air National Guard – Scott Air Force Base, IL 6/2001 – 5/2002

Served for one year learning military procedure and policies

Undertook two months of basic training to become an Airman

Accomplishments

Joliet Junior College – Joliet, IL

Web Design Contest, Best 2-D Graphics 2006

Web Design Contest, Best Gaming Website 2005

Argonne Nat’l Laboratory and Univ. of IL – Urbana, IL 2001

Rube Goldberg Machine Contest

First Place Regional Competition

First Place State Championships

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