Active Directory Customer Service

James Nicholson

Location: Tampa, FL

Contact: 773-***-**** / ********@*****.***

LinkedIn: www.linkedin.com/in/james-nicholson-22114533/

Certifications:

CompTIA Network+, ISC2 CC

Technical Skills:

MS Windows, OS X, Server 2003 & 2008, Cisco IOS, VM Ware, Redhat Linux, Active Directory, SQL, Anti-Virus, VB.Net, Citrix Receiver, Cisco Switches, Routers, PIX Firewalls, Wireshark, Footprints, Connectwise and Service Now Ticketing Systems, CCleaner, PCAnywhere, E Automate

Soft Skills:

Work Orders, Incident Report Writing, Bill of Lading, Customer Service Driven, POS Transactions, Conflict Resolution, Leadership

Professional Experience:

Tampa General Hospital - Tampa, FL

07/2023 - 11/2023

Device Support Associate (Contract)

●New hire workstation and laptop, VPN client configuration and setup

●Workstation and laptop imaging, software installation, and configuration

●Asset inventory, tracking, and management using SCCM and Active Directory

●Hardware replacement

●Assisted in various hospital projects as needed

James A. Haley Veteran’s Hospital, Department of Veterans Affairs – Tampa, FL

Insignia Technology\Booz Allen Hamilton

11/2020 - 07/2023 (Contract)

●Ensure Help Desk tracking and IT asset Information is accurate

●Ensure organized data closets when adding or removing patch cabling

●Support telecommunications systems configurations related to Moves, Adds, and Changes (MAC)

●Diagnose and resolve problems in response to customer reported incidents

●Investigate and recommend purchase of tools and technologies to improve responsiveness to customer requirements

●Provide feedback on problematic trends and patterns in technical support to team leads and/or supervisor

●Develop and maintain problem tracking and resolution databases ensuring accurate records are filed

●Install and configure VA approved software applications

●Image and configure VA laptop and desktop computers

●Asset management\inventory

●Hardware and\or peripheral upgrade projects as needed

IT Authorities - Tampa, FL

03/2020 - 07/2020

Service desk Analyst (Contract)

●Password resets in O365 & Active Directory

●Remote printer installation and support

●VPN installations, configurations and troubleshooting

●Outlook\Office365 support

●Remote Application and Software installation, support and troubleshooting

●New user creation in Active Directory and Office 365

●Network connection support & troubleshooting

Tampa General Hospital - Tampa, FL

05/2019 - 02/2020

Device Support Technician (Contract)

●Imaging of hospital PCs to Windows 10 standard image using SCCM, approx. 2000 HP PCs

●Deployed newly Windows 10 imaged PCs

●Setup and configure Computer On Wheels carts

●Add/remove PCs in Active Directory & SCCM

●Helpdesk tickets – hardware & software troubleshooting\replacement

NTT DATA Systems at Weiss Hospital - Westlake, IL Region

03/2013 - 04/2019

Computer Operator, Desktop Support

●Desktop Support team as of 02/17 - helpdesk tickets, software and hardware troubleshooting, installation, configuration, imaging using KASE server and deployment of PCs at West Suburban Westlake & Weiss Hospitals, approx. 2000 Dell & HP PCs

●Monitor servers, MS4 & SunQuest interfaces and tape backups using Backup Exec

●Run reports and queries for MS4 & SunQuest applications

●Pull back up tapes according to rotation

●Help desk functions including Active Directory & MS4 account unlocks, password resets

R & R Solutions

07/2012 - 08/2012

Server Technician (Contract)

●POS system move and set up

●Server rack install and cabling

●Hardware/software install and configuration

Lurie Children’s Hospital / Children’s Memorial Hospital – Chicago, IL

05/2012 - 06/2012

PC Technician (Contract)

●Computer set up, asset and cable management, install printers

●Install Odyssey Access Client on PCs

●Resolving trouble tickets

GE Capital Americas - Chicago, IL

04/2012 - 05/2012

PC Technician (Contract)

●Break down decommissioned server racks

●Inventory network hardware, PCs and monitors

●Palletized peripherals and all other hardware for shipping

Fleetmatics - Rolling Meadows, IL and Arlington Heights, IL

01/2012

PC Technician (Contract)

●Break down/set up computers and peripherals for office move

Financial Applications Corporation - Tinley Park, IL

11/2011 - 01/2012

Alarm Programmer

●Program alarm changes into respective alarm panel(s)

●Assign Alarm and Pass codes for clients

●Technical / Customer support for clients

●Alarm Monitoring Contract renewals

CDW - Vernon Hills, IL

09/2011 - 09/2011

Configuration Technician (Contract)

●Build server racks: power supply, switch, server and attached storage devices

●Catalog server hardware

●Install power and data cables for power supply, switch, server and attached storage devices

●Configure hardware

●Package finished server racks for shipping

Experience Prior to 09/2011 Available Upon Request

Education:

ITT Technical Institute, Orland Park, IL 09/2012

Bachelors of Applied Science – Information System Security

ITT Technical Institute, Orland Park, IL 03/2010

Associates of Applied Science - Computer Networking Systems

Contact this candidate