Active Directory Service Desk

Eric Daniel

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

Norcross, Georgia 30071

Email: ad5nks@r.postjobfree.com

Phone number: 678-***-****

Skills:

Top Skills (Technical/Nontechnical skills)

• Competent and reliable, committed to top quality work.

• Several years of experience in IT Platform, started with IBM Corporation

• System migration and conversation with deployment

• PC troubleshooting, both hardware and software

• Strong work ethic, Loyal, quick learner

• Well adjust to changes/flexible, efficient team player, multitasking, self-motivated, determined

• Easy to get along with, patience, ability to prioritize, friendly and expressive

• Love to learn new things, well organized, helpful, integrity, confident/intelligent Key Roles Performed

Technical Skills:

Dell models 486D/50,466/M, and 450/L. Packard Bell and Compaq 486/25m, 560XE, 400MMX5. Hewitt Package - Printer models HP11-HP4 Compatibles in token ring environment, Timberline. NT Server, LDAP, POS, Windows 2003/2008 Exchange Servers, Workstation, TCP/IP Networking, Norton Utilities, SolarWinds, Windows NT, XP, Vista, 7,0,8,0 Novell 3, 12, and 4,1, Remedy, Netware 3,1,2, Clarify 4,15, Service Now, NSS, Service Desk Ticketing systems. Foundry, Cisco, and Nortel switches.

EDUCATION: Professional Activities, Certifications, and Training Attended

• New Horizons Computer Learning Center, Atlanta GA – CCNA Completed

• Advanced Career Training Atlanta, GA, Diploma - Networking Technology, Network +

• Computer Learning Center, Chicago Illinois, Diploma - Information Technology

• Shaw University, Raleigh, North Carolina – Bachelor’s Degree, Accounting Professional Experience

Dekalb County, Georgia Government

System Administrator

October 2021 – Present

• Perform configuration and Image both Laptop and Desktops

• Remotely connect user’s PC through SCCM Enterprise

• Setup deployment, System migration and upgrade at different locations

• Setup, load and config both local and network printers through printer logic

• Reset both Users and Passwords account in Active Directory

• Map drive to backup data and transfer user’s data through the cloud (one drive)

• Called back users regarding their ticket to troubleshoot issues for resolution

• Use Active Directory to reset, disable and change password and delete, etc.

• Use Active Directory for search and other troubleshoot related issues in IT Dept.

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Cognizant Technology Solutions/AT&T Retail Store

Software Developer/Support Engr – Atlanta GA

October – March 2021

• Perform configuration for opus retail stores Kiosks

• Remotely connect through SCCM mini-Dame ware & SolarWinds

• Map drive through IT Services to Express Station platform

• I Connect settings through www. Ingenico –connect.att.com

• Install & Configure Scanner for Honeywell Series Barcode Scanner

• Ensure Honeywell scanner comport 1 is detected in device manager

• Reactivate kiosks OS to win 10 kms Cmd

• Join to the domain – AT&T Pay station Support

• Install the Kioware certificate on Ckadmin & Configure Kioware

• I was a member of the AT&T SSTS team in providing remote support

• For deployment, installation & configuration of the Express Station unit

• Remotely connect to units and perform the steps required for configuration of new units as they were deployed to the stores

• Perform remote troubleshooting of equipment, peripherals and configuration as problems were reported by the stores

• Provided assistant to the store managers and contacts within the store to resolve issues remotely and review common issues and resolutions to issues and common failures they might experience during usage of the equipment

• Update required systems, tracking tools, create AOTS tickets and Part orders as needed for break/fix issues that were unable to be resolved remotely. Systems accessed, AOTS, Pivots, Footprints and Dameware

• Assisted RTFS tech dispatched on hardware replacements for break fix issues

DXC Technology

Senior Field Desktop Engineer – Atlanta GA

October 2018 – May 2020

• Image and reimage both laptops and desktops, setup pc, join back to domain,

• Deployment tools through SCCM – System Center Configuration Manager platform of user’s pc’s

• Lease Roll - Back up and migrate user’s data from old pc to new,

• Work on Various Project – Example of Windows7 upgrade to Win10

• Configuration of regular pc’s roll out to hosted virtual desktop

• Remotely control customers’ pc, troubleshoot and fix the issue

• Worked on their Machines deployment rollout from desktops to Hvd pcs

• Support about 3,500 employees of ATT mobility and direct tv call center

• Trained new employees that are deployed to various locations Facilities of AT&T including, Conyers, Cedar Town and the two IQ Bars - 1025 Lenox Park Blvd & 754 W. Peachtree street.

IBM/ATT – Atlanta GA

System Desktop Support

September 2015 – 2018

• Install, reimage pc migrate and backup data of the customers pc

• Remotely control customers’ pc, troubleshoot and fix the issue

• Support about 250 employees of the ATT mobility and direct tv call center

• Work on their pc’s deployment rollout from desktops to HVD machines

• Setup HVD machines, with lease ip address, configuration and image

• Perform Customer lease roll either by manual or through Eula online process

• Load OS through pixy, join domain through IT services for naming convention

• Ensure computer name is seen through RVII and Client Check tools health

• Load System Center Configuration Manager (SCCM), Install the required apps and patches

• Finally install patches and additional applications through Frontline server

• Work Order is created through the Service now and Vantive ticketing systems

• Use DRS for customer lookup and machines name, asset tag or serial number

• Use Active Directory to reset, disable and change password and delete, etc.

• Reset VPN pin password for soft and hard token on intranet WellStar – Marietta GA

Network Operation Analyst

May 2015 – August 2015

• Used Active Directory to reset user’s password

• Login password for remote users and unlocked users’ password

• Reset VPN password for Epic users

• Used Active Directory for search and other troubleshoot related issues in IT Dept.

• Refreshes Post Firewall IP addresses for easy packet delivery in the network

• Provide technically phone support for 7,000+ users with issues related to PC, computers, printers, software, and hardware for a 39-clinic integration into WellStar infrastructure

• Assisted internal customers in a 24/7 Service Desk environment and maintained a high level of customer service

• Field inbound calls (30-40 daily average) to provide support for users with issues related to login issues, Epic, Kronos payroll, and daily operations

• Troubleshoot VDI access issues for users logging into the systems

• Provided Second and Third level troubleshooting of IT related issues from local software support to hardware, network access, connectivity, laptops, PCs and printers.

• Worked closely with EPIC application owners for support and documentation with any issues related to the application

• Access Citrix Xen App (PGP) to remote in to reset, disconnect and log of locked computers and applications

• Provide users with tokens and passphrases with Symantec encryption server administration

• Provides support for users that are outside the network with remote capability tool

• Troubleshoot users’ issues within Lawson

• Creates, update and escalate tickets using Remedy

• Worked on VMware Servers and Virtual Machines under DHCP and DNS protocols.

• Setup LAN and WAN through DHCP and DNS

GA Dept. of Public Safety – Atlanta, GA

Network Operation Engineer (NOC)

November 2015 – May 2016

• Network monitoring, incident response, communications management reporting and applies knowledge of network operation to assignment of moderate complexity

• Configure routine testing for SQL, UNIX servers 2008 and 2012

• Used Active Directory to reset user’s password, Login password for remote users and unlocked users’ password. Reset VPN password for users

• Used Active Directory for search and other troubleshoot related issues in IT Dept.

• Refreshes Post Firewall IP addresses for easy packet delivery in the network

• Configure Cisco ASDM 5505 or 5510 Firewall and launched the IP Address through Webmail using latest Java version.

• Refreshes Post Firewall IP addresses for easy packet delivery in the network

• Built VMware Servers 2008 and 2012 under DHCP and DNS protocols.

• Setup and Configure Router, Switches and cat5 for Network Connections

• Used Solar Winds Tracker for IP Address monitoring and IT tracking system

• Setup LAN and WAN through DHCP and DNS platform

• Called back users regarding their ticket to troubleshoot issues for resolution

• Add and delete users on email exchange server 2008

• Answered users calls and resolved their computer related issues E. Daniel General Enterprise- Doraville, GA

May 2014- November 2015

• Specialize in computer repairs, hardware, software sales and upgrades.

• Replace motherboards, hard drives, Ram and other peripheral as the case.

• Reload and reimage operating systems.

• Remove antivirus for customers using malware bite and Symantec suite

• Troubleshoot on printers, replace and install new printers with drivers downloads for customers and clients.

• Troubleshoot POS for customers with migration and deployment.

• Troubleshoot wireless connectivity issues for customers and firmware downloads.

• Reset customer’s computer passwords and usernames. LexisNexis-Key Technical Group – Alpharetta, GA

Network Operation Engineer

January 2014 – May 2014 (Contract)

• Inbound calls daily configuring and troubleshoot network connectivity’s in the IT Dept.

• Used Active Directory to reset password, Login password for remote users.

• Reset VPN, PCI, passwords, installed new user VPN authentication password with key-fob for remote users.

• Daily loading and mount nightly and supplemental tape drives using IBM mainframe with vendor - Iron Mountain.

• Swapped and hot swap drives when it fails, using Configure Servers 2003 and 2008 with IP addresses using routers and switches.

• Monitored Bridger, Preflight, and SNA and CYST applications for dashboard.

• Answers users phone calls, assist users and Customers resolve their PC related issues

• Setup network through DHCP and DNS platform.

WellStar Hospital – Marietta, GA

Helpdesk Analyst

March 2014 – January 2015 (Contract)

• Inbound calls configuring and troubleshooting network services hardware and software for onsite reps

• Remotely control rep’s laptops to perform diagnostics and successfully communicate

• Responsible for troubleshooting and upgrade of Healthcare Company’s rep’s laptops, printers and other peripherals

• Reset and Unlocked rep’s password using DNS and SQL database

• Assist on-sight reps to export and import messages, files from outlook to MS word, excel and windows 07.

Goodwill Corporation – Duluth, GA

IT Helpdesk Support

March 2013 –October 2013

• 20-30 inbound calls installing, troubleshooting, testing and configuring, as well as customized Cisco, Hpux Windows’s server’s system.

• Rebuilt and reimaged machines to original factory contents.

• Assisted customers to setup, browse and surfing into the internet.

• Login customer when system automatically times out.

• Answer customer questions on how to reboot and reset system when it freezes.

• Assist customer on how to save files and attach files from word to flash drive.

• Assisted to setup career center client/server network and create email account users

• Develop processes and methodologies to enhance problem determination and root cause analysis.

• Served as point-of-escalation for complex technical issues. IBM Corporation – Atlanta, GA

Network Engineer

October 2009 – February 2013

• Consulted with clients to provide maximum assistance and support regarding the Setup network and configure through DHCP for network connectivity and POS Device

• Performed cat5/cat6 cabling installation including patch panel, terminate

• Successfully develop a comprehensive QA system for verifying the accuracy of data migration and conversions.

• Troubleshot on POS (Point of Sales).

• Refreshed and configured Servers 2003/ 2008.

• Assisted customers troubleshooting computer hardware & software and resolving their issues. Secured Remote Access Connectivity IBM/Lenovo Corporation, Atlanta, GA

Help Support Desk Engineer

March 2003 – December 2009

• Troubleshoot IBM Laptop issues over the phone with clients and provide solutions

• Troubleshoot and provide solutions to wireless connectivity issues

• Investigate and resolves IBM ThinkPad software and hardware problems of end-users

• Answer phone calls, interpret problems and provide technical support

• Troubleshoot software (Laptop & Desktop application) problems

• Listen to customer questions and problems provide answer courteously

• Combine customer service, technology training and computer troubleshooting abilities

• Answers questions, applying knowledge of computer software and hardware

• Ask users with problems to use telephone and participate in testing procedure using diagnostic software & listening to and from following instructions, troubleshoot.

• As team player, working very well with colleagues for special project and researching problems.

• Performed server builds, patch installations, system upgrades and maintenance of computer hardware and software issues.

• Performance monitoring, performance tuning for Cisco, Windows environments.

• Installations, configuration, and general system administration and testing of Apache, Tomcat, and MySQL web servers.

• Performed server management for both physical and virtual environments.

• Troubleshot issues with clustering and networking such DNS, NTS.

• Trouble both desktop and laptop Computers including wireless connectivity.

• Migrates and converts the entire hospital manual system to computerization system.

• Monitors and evaluate user applications for performance issues.

• Installs system security firewall settings to ensure security requirements. Reference: Available Upon Request

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