Technical Support Active Directory

Tewodros Solomon

PROFESSIONAL SUMMARY

•Experienced IT professional with extensive expertise in configuring and administering Active Directory, providing end-user support for applications such as VPN, Citrix, and Mobile Device Management (MDM).

•Proficient in managing client-based VPN solutions, including Cisco AnyConnect and Pulse Secure, as well as utilizing ITSM tools like ServiceNow and Clarify for incident management.

•Knowledgeable in ITIL principles, offering strategic guidance to help clients achieve their business goals. Skilled in installing, troubleshooting, and upgrading operating systems, Citrix environments, and a variety of software applications.

•Skilled at managing and supporting Exchange Online and Exchange Server (versions 2013, 2016, and 2019), with a proven track record of designing and implementing LANs, WANs, internet, and intranet systems.

•Extensive experience providing technical support for computer systems, hardware, and software, with strong knowledge of Microsoft Office products. Competent in MDM administration for macOS and iOS, and experienced in setting up and installing desktops, laptops, printers, phones, and modems.

•Expert in managing Exchange Online users, including creating, modifying, and recovering mailboxes. Collaborates effectively with teams across Exchange, Network, and Security domains to perform system changes and troubleshoot complex issues.

LTIMindtree Limited 09/2024 – Current

Senior Engineer – Cloud & Infra Management

•Serve as the primary point of contact for all technical issues reported by end users via phone, chat, email, or web.

•Provide first-line technical support for hardware, operating systems, software, and applications to both customers and employees.

•Perform remote troubleshooting using diagnostic techniques and targeted questioning to identify and resolve issues.

•Utilize basic diagnostic methods to detect problems, investigate root causes, and recommend effective solutions for common failures.

•Take full ownership of end-user issues from initiation to resolution, ensuring proper follow-up in accordance with process requirements.

•Escalate unresolved or complex issues to the appropriate Remote Support Engineering staff, Field Engineering, or designated support teams as necessary.

•Ensure adherence to call quality standards & meet response times based on agreed SLAs & KPIs.

•Log all incidents and service requests in the ITSM tool, maintain accurate call records, and keep all cases updated in the system.

•Provide guidance to users on the best course of action to resolve their issues.

•Monitor and track issues through to resolution, ensuring systematic problem-solving and identification of potential side effects.

•Utilize knowledge and available resources to address user problems, consulting the database for possible solutions.

•Promptly allocate unresolved calls to the appropriate team and ensure users are informed of the process and any actions taken.

•Identify major incidents and initiate the major incident management process when necessary.

•Contribute to knowledge base development by documenting new issues and solutions.

•Foster positive relationships with customers, ensuring a seamless user experience through timely resolution, escalation, or communication of status updates.

WIPRO LIMITED (SRI Tech Solutions INC) 07/2024 – 09/2024

Service Desk Analyst

•Provide primary user support and customer service.

•Respond to client queries through calls, portal, emails, and chats.

•Develop familiarity with each client and their specific applications and processes.

•Gain a solid understanding of the fundamental operations of commonly used software, hardware, and other equipment.

•Resolve VPN (Global Protect) issues for users working in remote & home offices.

•Utilize Workspace ServiceNow as the ticketing tool to create incident tickets, request access, and manage varied IT-related tasks.

•Manage identity-related tasks using SailPoint, including resetting credentials, submitting access requests, and checking the status of those requests.

•Assist users with Mobile Authenticator Applications (PingID).

•Utilize Mobile Source to manage mobile device acquisition, replacement, and configuration, handle access requests for corporate networks, and resolve issues related to device performance, data, and security management.

•Accurately log all service desk tickets following standard operating procedures using the designated tracking software.

•Maintain the scorecard as outlined in the Statement of Work (SoW) with respect to Turnaround Time (TAT), Service Level Agreement (SLA), and performance metrics.

•Manage and resolve queries or escalate them as needed according to the established helpdesk policies and framework.

DXC TECHNOLOGY 10/2020 – 06/2024

Analyst III Infrastructure Services

•Answer help desk calls and respond to customer inquiries to ensure their needs are met.

•Assist customers in resolving technical issues by providing support for software and hardware problems.

•Resolve VPN issues (Cisco AnyConnect & Pulse Secure) for users working remotely and from home offices.

•Utilize ServiceNow as the ticketing tool to manage and escalate tickets for end users.

•Assist users with various Multi-Factor Authenticators (MFA) such as Secret Double Octopus (SDO), SafeNet MobilePASS+, Duo Mobile, OKTA Verify, SecureID, and more.

•Log and track inquiries using a problem management database, maintaining detailed history records.

•Identify, evaluate, and prioritize customer problems and complaints to ensure timely and appropriate resolution.

WELLS FARGO (HCL AMERICA) 04/2022 – 05/2023

Technology Operations Associate

•Provide online helpdesk services for all users, identifying and resolving IT operational issues using ServiceNow. Document service procedures for all resolutions.

•Manage domains and audit user permissions across platforms within Active Directory.

•Support remote and local users accessing their organization's network via VPN.

•Assist customers & end-users with network & system issues through electronic communications.

•Provide remote desktop support for work-from-home users, including installation, troubleshooting, and configuration of hardware devices (PCs, mobile phones, and printers).

•Provide support for Microsoft Outlook email clients and other Microsoft Office applications.

•Manage email clients such as Microsoft Outlook and OWA.

•Support VMware customers using MyWorkspace and Wave VDI, isolating, diagnosing, and resolving technical issues in a timely manner.

•Provide guidance and assistance with internal integrated software and business mainframe applications.

•Update work logs and escalate complex or unresolved incidents to appropriate support specialists or IT support staff as needed.

EMPLOYMENT GAP Due to COVID-19 02/2020 – 10/2020

•During the COVID-19 pandemic, I faced challenges securing a suitable job due to the impact on the job market. However, I utilized this period proactively to further enhance my skills through the SQL Server 2019 DBA/TSQL training program which I successfully completed in February 2020. This training allowed me to stay updated with industry developments and prepared me thoroughly for my next career opportunity.

•In June 2020, I interviewed with DXC Technology and was offered a position on July 16, 2020.

Due to COVID-19-related delays and company protocols, the thorough background check and onboarding process extended the timeline, and I commenced my role as a Senior IT Help Desk / Customer Support professional in October 2020.

EDUCATIONAL SABBATICAL 09/2019 – 02/2020

•Enrolled in and successfully completed a comprehensive SQL Server 2019 DBA/TSQL training program with EMPIRE DATA SYSTEMS LLC. This intensive program enhanced my proficiency in SQL Server administration and T-SQL programming, culminating in my successful completion in February 2020.

CAPITAL ONE BANK (Horizontal Integration) 07/2018 – 09/2019

IT Helpdesk Support Analyst

•Provided efficient and accurate technical support to all internal users and third-party employers.

•Delivered application support through remote access tools to resolve internal end-user issues.

•Supported multiple AS400-based applications for users.

•Monitored and responded quickly and effectively to calls or chats received by the Capital One Service Desk.

•Utilized ServiceNow as the ticketing tool to track and escalate tickets for end users.

•Interacted with end users via soft phone or chat modules to resolve primarily software issues, occasionally addressing hardware questions.

•Assisted end users with G-Suite applications such as G-Suite Mail, Hangouts, Calendar, Shared Drive, Docs, Sheets, and all Google Apps.

•Remotely accessed and supported end-user machines to achieve first call resolution.

•Assisted with onboarding new agents by providing training and allowing others to shadow.

SYNCHRONY BANK (CompuCom Systems Inc) 08/2015 – 06/2018

IT Helpdesk Technician

•Provided technical support for Windows-based environments through phone and chat.

•Supported multiple AS400-based applications for users.

•Managed accounts in Active Directory, including creating or modifying user accounts and permissions, and performing password resets.

•Diagnosed and troubleshot end-user desktop application issues, providing appropriate solutions.

•Provided support for PCs, laptops, docking stations, printers, cell phones, and tablets.

•Assisted end users with applications such as Microsoft Office, VPN, Citrix, and MDM.

•Collaborated with the asset management team to maintain accurate records of all Exchange/Messaging software.

•Installed, modified, and repaired computer software.

EDUCATIONAL SABBATICAL 06/2012 – 08/2015

•Accepted at University of Texas, Dallas in May 2012

•Deferred UTD acceptance and enrolled at Richland College and Brookhaven College to complete prerequisite courses for UTD degree plan between June 2012 – August 2015.

•Accepted full-time employment opportunity in August 2015

U.S. SPECIALTY INSURANCE COMPANY 08/2004 – 06/2012

A division of HCC INSURANCE HOLDINGS, INC.

Policy Service Assistant (PSA)

•Processed and reviewed business submissions for cases of varying complexity by following established guidelines to ensure applications are thorough and meet requirements.

•Utilized technology to compute rates and premiums for all endorsements and cancellations, verify and transmit information, and monitor renewals.

EDUCATION

•Brookhaven College

oAAS in Network Administration and Support, 2010

•Brookhaven & Richland College,

oCompleted pre-requisite credits toward UTD degree program, 2012–2015.

•Phi Theta Kappa Honor Society

•The University of Texas at Austin,

oCertification in Post Graduate Program in Data Science & Business Analytics

(PG-DSBA-UTA-April 2021)

oPython Fundamentals Champion

•Empire Data Systems:

ocompleted a comprehensive SQL Server 2019 DBA/TSQL training program.

LinkedIn Public profile & URL

www.linkedin.com/in/tewodros-s-474b5520

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