Help Desk Active Directory

MELAKU B. WELDETSADIK

**** ***** ****** * ******** Park MN 55443· 612-***-****

Email · ********@*****.***

In charge of overseeing the management of various IT functions, including Active Directory, Group Policy, Microsoft 365 administration (including Endpoint Manager and InTune), Office 365 deployment and migration, desktop Provisioning, patch management for Windows, Office 365, and third-party applications, installation and maintenance of Filebound and Datacap, inventory management for both software and hardware, system configuration, and the installation and upgrade of computer components and software. Proficient in troubleshooting hardware and software issues, documenting problems and resolutions, managing multiple assignments, determining and organizing priorities, providing support, new hires onboarding and working independently.

EXPERIENCE

DATES FROM 02/2024 – PRESENT

IT SUPPORT TECHNICIAN II, CASSIA

Deliver secondary support to staff inquiries via phone, email, help desk ticketing system, and walk-ins. Aid in identifying and resolving issues related to workstations, networks, and applications. Offer guidance in setting up, configuring, and addressing problems with peripheral devices like printers and scanners. Record and maintain precise information on end-user problems in the designated tracking system. Execute installation, diagnosis, and maintenance tasks on workstations and mobile devices. Conduct advanced management tasks within Active Directory, including user account management and computer administration. Provide adept support for endpoint security, mobile device management, self-service password resets, spam filtering, and web filtering. Contribute to the enhancement of help desk resources by documenting solutions and best practices. Utilize remote support tools to troubleshoot end-user devices efficiently. Assist with audiovisual and conferencing solutions as needed. Fulfill additional duties as assigned. DATES FROM 05/2015– 01/2024

SYSTEM ADMINISTRATOR/SUPPORT ANALYST, DCM SERVICES LLC Accountable for ensuring the upkeep, configuration, and dependable operation of computer systems. Proficient in installing and upgrading computer components and software, conducting diagnostics to troubleshoot hardware and software errors, and documenting problems and resolutions. Skilled in prioritizing issues and assessing their impact. Takes the lead in desktop and helpdesk support efforts, ensuring timely resolution of all desktop applications, workstations, and related equipment problems with minimal disruptions.

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EDUCATION

MONTH YEAR 12/2016

DEGREE TITLE, BACHLER DEGREE IN COMPUTER SEIENCE - METROPLUTAN STATEE UNIVERSITY

GPA = 3.48 computer science focused on programming MONTH YEAR 07/2002

DEGREE TITLE, SYSTEM & NETWORK ADMINISTRATOR – MINNEAPOLIS COMMUNITY AND TECHNICAL COLLEGE

GPA = 3.84 focused on system Administrator and Networking SKILLS - PROFICIENT IN A WIDE RANGE OF IT RESPONSIBILITIES, INCLUDING:

Active Directory, Group Policy, Windows

Server Update Services, PDQ Deploy, PDQ

Inventories, Filebound, Datacap,

BatchPatch, DHCP, DNS

Microsoft Azure Active Directory, Intune,

Azure Exchange, Azure Office 365Setup a

new users account (AD, offices 365,

Setting up new user accounts (AD, Office

365) and installing department-specific

applications

Modifying configurations, utilities, and

software default settings for local

workstations

Deploying PC software via GPO/PDQ Deploy

on-site and remotely to maintain corporate

software

Patch management for Windows, Microsoft

products, Adobe, Java, Google

Performing timely workstation hardware

and software upgrades and troubleshooting

as required

Maintaining comprehensive inventories of

equipment, software, and licenses

Troubleshooting and resolving PC software

and hardware issues for local and remote

employees

Managing, maintaining, and deploying PC

images using Symantec/Broadcom Ghost,

Universal Imaging Utility, WDS, MDT, and

AIK

Managing printers and copiers, setting up

new hires' IP phones

Supporting local and network printer

installation, configuration, PC peripheral

Installing, configuring, and testing new

workstations, peripheral equipment, and

software

Remote support tolls, VNC, Teams,

Zoom, and Team Viewer

Configuring and setting up a single

image management system for

deploying a centralized Windows golden

image to any PC

Monitoring and responding promptly to

requests received through IT request

management

Staying current with system information,

changes, and updates

Responding to requests for technical

assistance in person, via phone, and

electronically

Diagnosing and resolving technical

hardware and software issues as soon

as possible

Utilizing effective analytical and

problem-solving skills

Exercising discretion in handling

confidential information

Manage GPO settings for all users on

the domain.

Managing GPO settings for all users on

the domain

Managing standard configurations,

imaging, and deployments using Ghost

for new computer equipment to

associates

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installation, and computer device hardware

break-fix

Conducting general preventative

maintenance tasks on computers, laptops,

printers, and authorized peripheral

equipment

Providing component-level replacements for

hardware resolution on workstations,

notebook computers, printers, and

peripheral equipment.

Offering hardware and software support,

coordinating and implementing high-volume

workstation deployments, troubleshooting,

and administrating production workstations

Installing, configuring, and troubleshooting

computer hardware operating systems,

network configurations, and software

Performing periodic audits of user PC

activity to maximize efficiency of

equipment investment and data security

Creating and testing all new OS images

as hardware and technologies advance

throughout the PC life cycle

Resolving end-user issues in a Helpdesk

capacity

Establishing connections through VPN,

SSLVPN, and homegrown applications

for remote access to network resources

on laptops and desktops

Re-imaging laptops and desktops

utilizing Symantec/Broadcom Ghost

software and Azure Autopilot

Salesforce Admin about 2 years ago

ACTIVITIES

Engaged in various roles at the Ethiopian Orthodox Tewhadeo Church of Our Saviors since 2006, including serving as secretary, vice chairman, and Chairman of the board of Trustees until December 2023. Currently contributing to the organization by assisting with Accounting Software (Sage), as well as overseeing desktop/laptop setup/deployment and server management.

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