Active Directory Help Desk
Resume:
DAMON A. REED
Address **** ******** ******* **, **** Worth TX. 76123 Phone: 469-***-****
Education
●PC ProSchools, Indianapolis, IN 5/2008 – 11/2009
●Platinum Microsoft IT Training Academy
●My Computer Career Certifications Arlington Texas 5/2018- 5/2019
Certifications
●MCP
●MCDST
●SCA
●HDI for Service Desk, Desktop, and Customer Service
●Linus Essentials
●MTA Mobility
●MTA Security
Skills
Technical Support, Windows 10/11, Networking, Windows Server 2003, LAN/WAN support,Imaging,
Active Directory / TCP/IP, MS Office 365,Asset Management, EPIC, Service Now, Remedy Ticketing System, Executive Level Support
Experience
Ascendion\Santander May 2023 - Present
Desktop Support
●AD and account remediation
●Remote desktop
●Imaging new and replacement devices
●Active Directory account groups addition and deletion
●Ticket remediation
●Email monitoring for ticket creation
●Ticketing monitoring and administration
●Password resets
●Troubleshooting office 365
●system maintenance and repair activities
●Shipping and receiving assets
●Daily reporting
Cook Children's Health Care System January 2016 – May 2023
Desktop Engineer
●AD and account remediation
●Remote desktop
●Plans and delivers IT customer support services
●Active Directory account groups addition and deletion
●Ticket remediation
●Email monitoring for ticket creation
●Ticketing monitoring and administration
●Password resets
●Java and Kronos issues
●system maintenance and repair activities
●knowledge based system
●Weekly reports
●Edit and create end user training material
●Work with other departments in resolving new issues that occurring and help create how to updates for the help desk
●Liason between helpdesk,desktop,networking, and telecom specializing in one off issues
Laquinta Jun 2013 – January 2016
Tier II Help Desk
●Desk side executive support
●Juniper
●Troubleshoot hardware and software problems with Windows XP and Windows 7
●Citrix
●Remote desktop
●VPN
●Active Directory account creation, groups addition and deletion
●Ticket remediation
●Email monitoring for ticket creation
●PBX and voicemail administration
●Ticketing monitoring and administration
●AD account creation
●Security patching and monitoring
Dell/AIG February 2013 – July 2013
Tier II Help Desk
●100% phone support
●Juniper
●Citrix
●Remote desktop
●VPN
●Active Directory account creation, groups addition and deletion
●Ticket remediation
●Email monitoring for ticket creation
Comforce- Tech Support Tier II March 2012 – December 2012
●Troubleshooting industry specific software
●Troubleshoot hardware and software problems with Windows XP and Windows 7
●Citrix based VPN
●Managing Exchange account/groups
●Manage/move new and existing phone lines
Sullivan and Cogliano- Tier II Tech Support May 2012 – July 2012
●Server Migrations
Dell/BNSF -Remote/ Field Support Technician Tier II Jan 2010 – February 2012
●Troubleshoot hardware and software problems with Windows XP and Windows 7
●Support end users running applications on Windows XP and 7 Operating Systems
●Configuring Active Directory services, administering groups, and public folders solutions
●Troubleshooting CPU’s, Printers, and BlackBerry devices for high level executives along with all other IT needs
●Front line of support for 10000+ users including work at home users
●Citrix environment, VPN and home grown applications
●Support/ troubleshoot internet, software, peripherals, virus removal, wireless network, spyware
●Project Manager for Ruggedized Devices, support, break fix, and asset/inventory management
●Executive Level Support
Manpower/Apple- Tier I Tech Support April 2010 – July 2010
●Troubleshooting CPU’s, iphone’s, and ipod’s
●Troubleshooting the Mac OS ( Leopard and Snow Leopard
● Educating using in using the Apple products in a windows environment
Onin Staffing,-Application Engineer February 2010 – July 2010
●Troubleshoot Phillips television sets
●Upgrading software and Firmware
●Repairing/ upgrading parts
Netwise Resources, LLC June 2007 – February 2010
Systems Engineer I
●Troubleshoot hardware and software problems with Windows XP
●Support end users running applications on Windows XP Operating System
●Set up and support Microsoft Outlook and Internet Explorer
●Configuring Active Directory services, administering groups, and public folders solutions
●Updating, maintenance, and administrating WSUS server
●Configuring and troubleshooting voice and data drops
●Voicemail Server Maintenance and Administration
Contact this candidate