Support Analyst Active Directory

James Thomas

@ *****.******.**@*****.***

EXPERIENCE

Support Analyst

Level 3 Associates

-Troubleshot, documented, and resolved 1000's of hardware and software related tickets with processing via ServiceNow.

-Provided front-line support to internal clients on various technical issues and problems related to hardware, software and peripherals in a Windows and Mac environment.

-Managed user accounts and access management company wide via Active Directory.

-Utilized Confluence for documentation, guides, and knowledge transfer of task resolution.

-Completed and delivered tasks as dictated by Agile methodologies.

-Installed and updated software and hardware via TeamViewer as needed to ensure stable operation of IT infrastructure.

-Conducted onboarding of new employees by performing account setup via Active Directory along with end user training.

-Utilized company documentation via SharePoint to provide solutions to technical hardware and software related issues.

-Independently resolved issues as well as escalated incidents as needed.

Help Desk Technician Atlanta, GA

Concord Rentals

-Remotely managed, configured, and updated company machines via CyberArk.

-Provided front-line support to internal clients on various technical issues and problems related to hardware, software and peripherals in a Windows and Mac environment.

-Utilized COM Support to observe location order information and other meta data to diagnose and resolve incidents.

-Managed and escalated location incidents related to server and port information via One Support.

-Completed and delivered tasks as dictated by Agile methodologies.

-Provided visibility and status reports of associate account data and passwords via One Support.

-Utilized Receipt Lookup in conjunction with troubleshooting workflows to resolve point of sale incidents.

-Utilized company documentation and other technical resources to provide solutions to technical hardware and software related issues.

-Independently documented, updated, and resolved issues as well as escalated incidents as needed.

SKILLS

Technology Tools: Office365, Active Directory, TeamViewer, OneSupport, COM Support

Security Tools: Tracert, Netcat, CyberArk

Operating Systems: Windows, Linux, Ubuntu, Mac, AndroidOS

Ticketing Systems: ServiceNow

CERTIFICATIONS

AWS Cloud Practitioner

# 404-***-****

Nicholasville, KY

Nov 2018 - Present

Contact this candidate