Help Desk Active Directory
Resume:
GIL CLARKE
Richmond, Virginia ****4
***********@*****.***
linkedin.com/in/gil-clarke-57832340
Help Desk / Network Tech
SUMMARY
A dedicated and analytical information technology professional with a demonstrated track record of experience in remote hardware and software support, manual and automated migrations, network configuration and connectivity, information security, IP conflict resolution, user account administration, and technical documentation. Excels at troubleshooting and resolving issues with networks, servers, computers, peripherals, and software. Interfaces with end-users and cross-functional teams. Proven aptitude for maximizing performance and ensuring the achievement of SLAs.
TECHNICAL SKILLS
Networks/Protocols: TCP/IP, UDP, Telnet, FTP, TFTP, DHCP, DNS, ISDN, PPP, Frame Relay, 802.11x, SMTP, Network Configuration, EIGRP, OSPF, RIP, RIPv2
Software: Microsoft Office 365, Microsoft Security Essentials, Norton Ghost, Active Directory, HP Service Manager, Remedy, Chromatix, Bomgar, Nexus, Citrix, SCCM, Windows Remote Assistant, Cisco VPN, Active Directory
Operating Systems/Servers: Windows 8x/10, Windows Server 2012, UNIX/Linux
Hardware/Special Systems: Desktop/Laptop Computers, Mobile Phones, Tablets, Printers, Servers
EXPERIENCE
CYBERGUYS IT Solutions, Richmond, Virginia
System Support Tech (Freelance Contractor), Dec 2021-present
●Provided inbound/outbound remote client support to 100+
●Performed laptop/PC hardware and software upgrades
●Provided Windows XP, 7x, 8x, and 10x support
●Scanned and removed device malware, using Avast Antivirus, Malwarebytes, and CCleaner PC Optimizer, EmsiSoft
●Configured residential and small business wired/wireless networking and file sharing
●Provided remote end-user support using Google Remote Desktop
●Email migrations to O365
●Hardware and software troubleshooting
●Network Setup and Monitoring
●IP Phone Setup and configuration
●Endpoint monitoring
●Patch installation
●Ticketing using ZohoDesk
●Site survey
Amazon – KRB2
IT Support Tech L3 July 2020-Nov 2021
●Inventory Management
●Hardware Installation and troubleshooting T1-T3
●Software Installation and troubleshooting T1-T3
●Ergonomic Workstation Installation
●Network troubleshooting T1
●Network Change Management
●Document Creation
●Audio/Video Connectivity Troubleshooting
●Active Directory account creation, deactivation, and GPO management
●PC, Laptop, Tablet Imaging
NEW MARKET, Richmond, Virginia
IT Technician July 2019-June 2020
●Inventory Management
●Hardware Installation and troubleshooting T2-T3
●Software Installation and troubleshooting T2-T3
●Ergonomic Workstation Installation
●Network troubleshooting T1
●Oracle Driver Installs
●Lab Instrument Driver Installs
●Document Creation
●Audio/Video Connectivity Troubleshooting
●O365 Microsoft Teams
●Active Directory account creation, deactivation, and GPO management
MCKESSON, Richmond, Virginia
Refresh Tech Team Lead, July 2018- June 2019
●Managed Migration Team of 5
●Migrated McKesson users (1,500+) from Windows 7 to 10 manually
●Migrated VPN client from old device to new device
●Migrated personal user files from old device to new device
●Active Directory account creation, deactivation, and GPO management
●Removed printers
●Provided end-user support for any post-migration issues
●Managed assets using HP Asset Manager
●Installed and configured O365 w MS Teams
CYBERGUYS MOBILE PC AND LAPTOP REPAIR, Richmond, Virginia
System Support Tech (Freelance Contractor), 2009-2019 (Concurrent)
●Provided inbound/outbound remote client support to 500+ users
●Performed laptop/PC hardware and software upgrades
●Provided Windows XP, 7x, 8x, and 10x support
●Scanned and removed device malware, using Avast Antivirus, Norton Antivirus, Malwarebytes, and CCleaner PC Optimizer
●Configured residential and small business wired/wireless networking and file sharing
●Provided remote end-user support using Google Remote Desktop
ICMA-RC, Richmond, Virginia
Tech Ops II, October 2017-November 2018
●Provided inbound/outbound remote client support to 500+ users
●Supported Windows X, Mac OS X, and iPhone
●Delivered remote support using SCCM and RDP
●Resolved any intranet device network connectivity issues
●Resolved any device IP conflicts
●Configured network printers
●Managed assets using HP Asset Manager
●Updated team knowledge base solutions
●Installed Windows 10 images using SCCM
●Installed and configured Citrix connectivity as well as troubleshot any resource accessibility issues
●Installed and configured Office 365
●Created, managed, and closed service tickets, using Salesforce ticketing software
●Installed and configured Salesforce for Outlook
●Provided Salesforce support to ICMA-RC call center reps
●0365 w/ MS Teams Troubleshooting
●Audio/Video Troubleshooting
●Active Directory account creation, deactivation, and GPO management
EZLINKS (PGA AFFILIATE), Richmond, Virginia
Client Support Specialist, Apr 2017 - Sept 2017
●Provided inbound/outbound client support for proprietary software users (1,000+) at PGA golf courses worldwide
●Supported Windows XP, 7x, 8x, and 10x
●Delivered remote support using Bomgar, RDP, and TeamViewer
●Forwarded ports to allow network access to applications
●Resolved any device IP conflicts
●Configured Android-, Windows-, and iOS-based tablets for use at customer POS
●Ran basic SQL queries to find missing purchases or voids within the customer database
●Provided software consultation to customers who had concerns about the best and most efficient implementation practices
●Created, managed, and closed service tickets, using Salesforce Ticketing Software
RICHMOND PUBLIC SCHOOLS, Richmond, Virginia
Help Desk Team Lead, Sept 2016- Apr 2017
●Managed Office of 5 Help Desk Specialists
●Provided Windows XP and 7x support for Richmond Public Schools intranet users (1,500+)
●Received inbound calls to troubleshoot issues with PC/laptop/mobile device operation, performance, and network connectivity
●Performed password resets and account update/creation in Active Directory and RAPID-ID
●Configured Citrix accounts and installed Citrix receiver for remote users
●Performed password resets and account updates/unlocks in AS/400
●Provided remote desktop support using Bomgar and Remote Desktop Protocol
●Created work tickets using FootPrints
●Performed network troubleshooting using WhatsUp Gold
●Active Directory account creation, deactivation, and GPO management
ESTES EXPRESS LINES, Richmond, Virginia
Help Desk Technician, 2016
●Provided Windows XP and 7x support to all Estes intranet users (1,000+)
●Received inbound calls to troubleshoot user issues, including PC connectivity and operation, virtual machine connectivity and performance, laptop connectivity/networking/performance, and mobile device connectivity (onboard PC/tablet) and configuration
●Installed and configured Citrix connectivity as well as troubleshot any resource accessibility issues
●Monitored intranet device network activity using SolarWinds Network Monitoring Software
●Troubleshot intranet devices remotely (PCs/laptops/tablets/printers/servers/switches/routers)
●Created service tickets using Salesforce
●Active Directory account creation, deactivation, and GPO management
HARRIS IT, Fort Lee, Virginia
Telecommunication I-NOC (DeCa HQ), 2015
●Received incoming calls as part of NOC, troubleshooting network issues for U.S. Armed Forces commissaries worldwide (10,000+ users)
●Made configuration changes to Cisco and Enterasys routers and switches (class map, policy map, port security, VLAN, and QoS)
●Identified devices on LAN/WAN network
●Provided Windows XP and 7x support
●Created trouble tickets using Remedy
●Oversaw network monitoring using Netcool
●Troubleshot devices on wireless network using Cisco WLAN Controller
●Communicated hardware issues with vendors (IBM, Enterasys, and Cisco)
●Troubleshot connectivity between PCI bank circuit and CSU/DSU to LAN
SUNTRUST BANK, Richmond, Virginia
PC Tech, 2014-2015
●Served as team lead for three junior techs for migration project
●Migrated approximately 300 user PCs from Windows XP to Windows 7 platform
●Used USMT and Windows Easy Transfer
●Received new devices, migrated data from legacy device, restored and implemented user data, worked side by side with users, and completed checklist
COMCAST, Richmond, Virginia
Remote Support Tech, 2014
●Delivered technical support to Xfinity Internet customers
●Provided network troubleshooting for Comcast residential customers (10,000+)
●Troubleshot hardware devices connecting to Wi-Fi, including laptops, printers, PCs, smartphones, e-readers, Roku, Amazon TV, and tablets
●Provided Windows XP, 7x, and 8x support
●Provided password recovery for any Comcast leased devices
●Configured email clients in Exchange, Outlook, and Live Mail for Comcast residential customers
PLUMCHOICE, Richmond, Virginia
Remote Support Tech, 2014
●Provided remote tech support to ACN, ACN Canada, Cox, Cox Business Tech Support, and other vendors of PC and Internet tech support subscriptions (10,000+)
●Delivered Windows XP and 7x support
●Provided virus removal, PC optimization, and network troubleshooting services for all users
●Performed PC optimization
●Provided network troubleshooting
HCA HOSPITALS VIRGINIA, Richmond, Virginia
Project Tech, 2013
●Performed software and hardware installations
●Installed tap-and-go radio frequency ID scanners on all Meditech PCs
MICROSOFT XBOX, Richmond, Virginia
Tech Support Rep, 2013
●Provided tech support OTP for Xbox Live customers
●Troubleshot and resolved connectivity to network issues for customers
CAPITAL ONE, Glen Allen, Virginia
Help Desk/PC Tech, 2013
●Migrated Capital One users (5,000+) from Windows XP to 7 using SCCM
●Migrated Entrust VPN client from old device to new device
●Migrated personal user files from old device to new device
●Added and removed users and objects from Active Directory
●Removed printers
●Provided end-user support for any post-migration issues
●Managed assets using HP Service Desk Manager
●Installed and configured MS Office 2010
HCA HOSPITALS VIRGINIA, Alexandria, Virginia
Help Desk/PC Tech, 2013
●Migrated Capital One users (5,000+) from Windows XP to 7 using SCCM
●Migrated Entrust VPN client from old device to new device
●Migrated personal user files from old device to new device
●Added and removed users and objects from Active Directory
●Removed printers
●Provided end-user support for any post-migration issues
CAPITAL ONE, Glen Allen, Virginia
Help Desk/PC Tech, 2012-2013
●Migrated Capital One users (5,000+) from Windows XP to 7 using SCCM
●Migrated Entrust VPN client from old device to new device
●Migrated personal user files from old device to new device
●Added and removed users and objects from Active Directory
●Removed printers
●Provided end-user support for any post-migration issues
●Managed assets using HP Service Desk Manager
●Installed and configured MS Office 2010
●Installed application post-migration, using SaltStack
HEWLETT-PACKARD, Richmond, Virginia
Field Tech, 2011-2012
●Performed laptop/PC hardware and software upgrades
●Provided Windows XP, 7x, 8x, and 10x support
●Provided printer troubleshooting and repair
●Configured printer networking
●Provided end-user tech support/help desk (200+)
HOME DEPOT OF VIRGINIA, Richmond, Virginia
Field Tech, 2010-2011
●Upgraded Home Depot POS PCs (200+)
●Provided PC re-imaging using SCCM
●Provided Windows XP and 7x help desk support to over 200 users
ADDITIONAL EXPERIENCE
BANK OF AMERICA OF VIRGINIA, Richmond, Virginia, Field Tech, 2008. Performed quick swipe teller machine installation, imaging, and QST device testing.
BRYANT & STRATTON COLLEGE, Richmond, Virginia, Info Tech Work Study, 2006-2007. Developed several databases using MySQL+. Developed tic tac toe program in Visual Basic 5.0. Helped create trouble ticket program for PCs and peripherals. Created operator’s manual for trouble ticket program. Served on panel for debug testing of new web portal. Served as project manager for development of trouble ticket program. Oversaw Active Directory account/folder administration, deletion and password reset, file restoration, group policy, and registry administration.
EDUCATION
BRYANT & STRATTON COLLEGE, Richmond, Virginia
Degree in Information Systems, 2008
CERTIFICATIONS
CompTIA Network+, Registration # 021*******
CompTIA Security+, Registration # 023*******
CCNP, ID# CSCO12021026
Dell CSE-CS, ID# 3108
HDI-SCA
Contact this candidate