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Active Directory Customer Service

Raleigh, NC
January 29, 2024

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Darrell Fowler



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

Chapel Hill NC 27516


•Experienced professional, 6 years plus, providing technical, cloud support, and network support.

•Perform network connection troubleshooting.

•Manage tickets using the ticketing system on open tickets, provide updates on customer information

•Trouble Shoot Processors / Monitors / Printers, resolution of corporate scanning systems

•Intricate knowledge of Outlook


ITT Institute of Technology, Network Systems Administrations


Maintained a goal of 98% quality, Selected to handle portfolios with a high rollover


Microsoft Office, VPN Connectivity, SSL, Active Directory, Financial Tools, Internet/Intranet, Lotus Notes, Noble Phone System, Willing to teach & mentor, Excellent in communication and customer service skills, Willingness to help as needed


Apex/USRadiology 10/2022- Present

•Assist End User’s with hardware and software issues via Incident tickets or phone

•Creating RIS accounts for PSR to allow access to everyday roles such as scheduling

•Assist with PACS (Picture Archiving and communication)

•Editing patient studies or series via TMI (Touchstone Imaging), ARA (American Radiology Associates), or DivRad (Diversified Radiology)

•OneLogin portal

•Managed Office365 accounts for full and partial access

•Create & disable accounts in Active Directory, as well as manage profiles and abilities

•Remote access via Teams, TeamViewer, Remote Desktop & BeyondTrust (Bomguard)

•Unlock accounts via Active Directory & Account Lockout Status

•Service Now (SNOW) Ticketing System

TCS/Genesis Care 05/2022 – 09/2022

•Assist End User’s with any hardware or software issues via phone, emails or TEAMS

•Provided remote assistance via VNC, TeamViewer or Remote Desktop

•Created tickets using Service Now ticketing system

•Handled assigned tickets via Service Now

•Created accounts for New Hires or Job Changes using Active Directory, Azure & PowerShell

•I deactivated termed employees, restricted access to previous accounts

•Assisted End-user’s with apps used within the Citrix Workspace /Citrix Receiver

•Apps assistance such as Mosaiq, APD Workforce, Cisco VPN, SafeNet, Outlook, Basware, Eclipse, Owan

•Set up Intune accounts on mobile devices for company portal access

DCA Dental Care Alliance 12/2021 – 04/2022

Tier 2 (L2) support

•Responded tickets submitted to my que that came in via calls, emails or chats (Teams)

•Monitored sites for outages via Meraki to see if they were offline, prior to the site opening, reached out to the OM (office manager) to get site back online if it was issue internally like the battery backup needing restarting or reach out to the ISP (internet service provider)

•Set up entire workstations., deployed workstations

•Add necessary software for new work stations

•Deployed x-ray sensors, set up the software for the sensors

•Logged into Servers to access patients files for updates or to pull archived files

•Added any software to all workstations or devices, cell phones, tablets

•Troubleshot their equipment such as their x-ray panels, their image servers, their work stations, software installations calibration of sensors

•Handled patients accounts, Reset passwords, AD (Active Directory), Email accounts, and other software such as Dexicom, Aptryx, and Sirona.

GKN Driveline 05/2020 – 11/2021

•Deployment of PC/Laptops/Desk Phones

•Reimage PC/Laptops/Tablets

•Active Directory

•End-user workspace setup

•SLA Compliant

•Update Servers firmware

•Basic scripting skills with PowerShell

•Outlook & Microsoft Office 365

Apple Care, Durham, NC 04/2017- 03/2020

Help Desk Support

•Troubleshooting IOS Issues

•Mac Troubleshooting

•Configured emails

•WiFi connectivity

•VPN set up

•Reset passwords

•POS issues with iTunes

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