Call Center Active Directory

Kevin Eggenberg

**** ***** **.

Noble, OK. *****

SKILLS

Helpdesk and communicating with end-users and all Upper-Level Tier support.

Active Directory and working with Data Management.

Strong knowledge of creating, deleting, moving, and managing User and Computer accounts in the correct Organizational Units in AD.

Remedy and Service Now. (Creating, deleting, and modifying tickets, tasks, and Work Orders)

Office 365, PowerShell and Adobe.

Remote Desktop support. (Have worked remotely for over 5 years with high stats)

Security groups and Shared mailboxes in creation, deletion, modification, and assigning user rights with Read Only, Read and Write

Capable of responding to a challenging and demanding environment and able to multitask with speed and accuracy.

Customer Satisfaction and Conflict Resolution

Time Management and Data Entry

Patience, Empathy and Multi-tasking

EXPERIENCE

Bryan’s Auto 04/2023 to Current

Lead IT Technician

231 E. Broadway Lexington, Ok.

Working part time as IT consultant and Technical Support and Delivery driver.

Installing & configuring Desktop and Laptop computers and upgrading to Dual LCD screens, running cabling and maintaining wireless and wired network for management and co-workers throughout office and warehouse.

Travel to various locations to purchase and pick up parts for warehouse, to be installed locally in office and shop & sold/distributed nationwide.

Installed Wired and Wi-Fi Router in office, and installed repeaters inside and outside perimeter of warehouse for best signal strength for workers and customers.

Worked on and created 100 Terabyte database locally for all the auto parts, to be stored in the warehouse, and did alphabetize order of all items for easy access. Also, setup for incremental backup.

Worked and working on getting all desktop and laptop computers updated from Windows 7 & 10 to Windows 11 and installed & fully updated all anti-virus software for full protection.

A3 Technology 10/2020 to 04/2023

Intermediate II IT Analyst, A3 Technology, IT

Supporting Federal Aviation Administration, Mike Monroney Aeronautical Center, 6500 S. MacArthur Blvd., Okla. City, OK 73159

Independently performed full range of duties within the organization. Incumbent functioned as an independent team member on assigned projects/programs and has been working remotely for 2 years.

Independently performed multiple, varying, and complex assignments under minimal direction. Worked Incidents, Tasks, Work orders and Intakes by multi-tasking throughout the day, utilizing Remedy to create, delete and modify tickets, Tasks and Work Orders. Also created Change Requests, CR’s, when modifying OUs.

User account Onboarding, Offboarding (create\delete) all Active Directory user objects .

Modify (name change\relocate) all Active Directory user objects .

Creation\modification\deletion of Specialized user objects (7 types) not provisioned with a FAA.gov mailbox .

Incumbent allocates resources to accomplish small assignments within established schedules. Creates, modifies, deletes Shared Mailboxes for the customers and verifies all information and naming standards with customer.

Creation\modification\deletion of group objects for Network Share Directory Security access and network applications and resources.

Creation\modification\deletion of the FAA.gov Organization Unit (OU) structure .

Maintain the Active Directory objects in EXC.gov and FAA.Web and Data Migration Support.

Foreign Travel AD User accounts and AD object restoration.

User Account Management (FAA.gov & ESC.gov & FAA.Web Domains)

Coordinates with local support and other support groups when user is onsite, to update the Active Directory user object . Independently planned and accomplished assignments consisting of collecting, recording, and analyzing data, identifying problems, and recommending solutions.

Incumbent performed investigations and inspection activities, highlighting areas that may require further review. Employee used judgment in determining which guideline is the best fit, and which direction to take the work.

Intake resources and Active Directory object(s) support assignment for Intakes.

Escalations and provide Active Directory object support as needed for escalations.

Incumbent performs investigations and inspection activities, highlighting areas that may require further review. Employee uses judgment in determining which guideline is the best fit, and which direction to take the work.

Incumbent draws on experience to solve unusual problems and may create new solutions and policy interpretations as the situation requires. Incumbent provides policy guidance and instruction to others, both internally and externally.

Incumbent provides guidance to lower-level staff on how to solve difficult technical issues. Incumbent develops plans, and policies to address current or anticipated problems and issues.

Chickasaw Nation Industries 10/2015 to 10/2020

Helpdesk and Tier 2 Support – Chickasaw Nations

Supporting Federal Aviation Administration, Mike Monroney Aeronautical Center, 6500 S. MacArthur Blvd., Okla. City, OK 73159

Worked as Helpdesk support tech Contractor and promoted to Tier 2 User Support tech II position with Public Government Security Clearance, supporting FAA computer customers nationwide.

I did use Active Directory for managing computer and user accounts. Helping customers in modifying, unlocking, and resetting accounts. I help in adding permissions for file shares and for group mail membership.

I also helped in creating file shares and helping the customer get connected to them. I helped customers in getting their user and computer accounts restored from Recycle Bin and getting back on the network. I also help the customers in getting their AD user accounts rename and help them with their home share drive and getting re-registered and set back up for VPN and network access. I also work with Tier 3 in helping them get the File shares created and named in AD for the user’s configuration and access

Worked closely with Queue managers, Software team and Tier 3 support groups over a national geographical area to resolve end user issues and requests.

Helped customer configure their browser settings on Internet Explorer and Google Chrome. Educate users in software and hardware process that was set up /by the FAA. Maintaining configuration and settings of Windows 7, Windows 10 and Outlook. I have been doing 8 to 10 Remedy tickets daily and work through Skype and email. Worked with pilots and examiners to help in resetting and maintaining their accounts in IACRA and MedXpress.

Used Remedy for ticketing and multiple programs like Dameware, MyAccess, Pulse Secure, RSA Secure login and McAfee Endpoint Encryption to maintain and manage user’s access accounts for security and remote work. Maintaining software with Marimba and Tanium.

Network connectivity and compatibility issues, group policy and permissions-based issues, registry and domain conflicts, VPN and server failures, authentication security and failures.

Troubleshooting basic network connectivity to end devices using Windows commands such as ipconfig, tracert, ping and nslookup. I also install software remotely and help the user configure it for their work environment. Software includes all Office suites, Oracle/Toad, Adobe suites, Java and many different applications that the FAA uses.

Used BMC Remedy ticketing system to work tickets within an Enterprise environment.

I always tried to exceed the expectation of my manager and the customers that I was serving.

I was selected to be on the EMS365 team and helped close 1,100 tickets in a 3-week period with issues from migration.

Pyramid Consulting 10/2014 to 07/2015

Enterprise Server Triage Agent – Dell

3501 SW 15th Oklahoma City, OK. 73108

Manager: Karen Stolz *****.*****@****.***

Worked at Dell as Enterprise Triage agent, creating cases and routing calls according to issue, system device and warranty.

Determining scope of issue and taking notes accordingly for issues on Servers, Storage Devices and Switches. Working with OneNote, Delta, Outlook and IDD.

Dispatching hard drives, power supplies and Perc Controller batteries for Dell PowerEdge Servers, EqualLogic and Power Vault Storage devices daily. Managing cases and emails daily.

Proficient in working with software program in creating quotes and sales of Warranty renews and extensions. Sales experience in selling One-time fees for Server, Networking and Storage support. Sales and dispatch experience with hard drives, Perc controllers and Power Supplies.

Randstad 10/2012 to 9/2014

Data backup Analyst, Randstad, IT

IT Specialist

Finley and Cook 601 N. Broadway Avenue Shawnee, OK. 74801

Seagate Technology 10321 W Reno Ave. Oklahoma City, OK. 73127

Manager: Zachariah King: *********.****@*****.***

•Help desk technician at Accounting Firm with approximately sixty-five users. Maintained users and computers in Active Directory. Load images from external drives onto new and existing computers, configuring, and installing software for different departments. Install network cables and drops as needed. Maintain security through updates and anti-virus. Managed tickets through Dell Kace Management. Installed and maintained software for Accounting, Oil and Gas and bookkeeping departments.

•Helped to manage network administration and database administration.

•Several years of experience in a mid-to-large environment of Active Directory management and related services (group policy, DNS, DHCP, etc.)

•Hard drive support technician for all Seagate drives. Worked with customers nationwide in the backup and support of their computer data. Used remote sessions to delete/create partitions, format drives, and copy files. Configured internal and external drives on both Mac and PC. Determined if client needed data recovery and/or drive replacement

BMJ Computers 9/2005 to 10/2012

Bench Computer Technician

410 E. Main St. Norman, OK. 73071

Manager: Bobby Morris 405-***-****

•Worked as computer technician replacing laptop motherboards and LCD screens. Also replacing motherboards on desktops as well as doing all forms of other hardware replacements and installs. Backing up data and doing all forms of software installations including formatting drive and installing XP, Vista, and Windows 7. After loading OS on most client systems, installed all drivers, updates and software including AVG, Spybot, Adobe reader, Firefox, Java, and Flash player. Configured systems for optimal performance.

•Worked in the store and drove vehicle onsite to customer’s offices and homes.

•I did work for this company part-time for about 7 years and did it while I was going to college at OCCC.

University of Oklahoma 10/2003 to 6/2004

OU Barracks Building

Constitution Street Norman, OK. 73071

•Worked as an IT support Technician, supporting approximately 30 end users on a LAN.

•Responsible for upgrading and updating approximately 30 computers both laptop and desktop in an office environment, on a windows server-based network.

•Backed up all data and personal information before reinstallation of operating system or software.

•Responsible for the inventory and ordering of parts, supplies, and equipment.

•Maintained and established user accounts, network security, backup devices, updates, patches, and anti-virus.

•Installation, configuration and setup of cyber-café at hotel conference in Houston, Texas.

EDUCATION AND TRAINING

Oklahoma City Community College 2005-2007

• 50 College credit hours in basic and nursing courses.

City College, Moore, OK 2001

• 7 month completed IT course with attendance and honor awards.

• Information Technology/PC Technician Diploma

Moore/Norman Vo-Tech, Norman, OK 1992

• High School Diploma/Computer Operating Certificate

Certifications 2003

• CompTIA A+ Certified Professional

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