Preston C Samuel IV

PROFESSIONAL HIGHLIGHTS

General IT Helpdesk and Support – provides first level IT support regarding incident and problem management via help desk and/or ticketing systems.

Customer Focus – Information Technology Professional with 10 years of experience of exceptional technical acumen and proven ability to manage and maintain high-availability systems.

Communication Skills – Experienced team leader, adept at supervising and training diverse IT/IS staff on all aspects of installation, configuration, troubleshooting, and support.

KEY SKILL AREAS

Customer Support

Microsoft Office Suite 2010 – 2016

Organizational Skills

Active Directory Skills

Microsoft Admin Center

CAREER HISTORY AND ACCOMPLISHMENTS

1901 Group, LLC, Blacksburg, VA May 2018 to Current

Desktop Support Technician

Served as Desktop Support Technician on a team alongside 5 other technicians made call backs to 30 – 40 end-users per day to provide excellent technical support to 6,000+ users, Managed client user accounts and computer accounts using Active Directory, very proficient in troubleshooting Microsoft Office 2010,2016, and 365 issues

PHACIL, Herndon, VA Nov 2017 - May 2018

Service Desk Analyst

Received and answered on average between 10 and 20 calls per day in a call center environment and 80 and 90 emails per day to provide excellent customer service and technical support to 20,000+ users and passport agencies, Managed client user accounts using Active Directory.

ALTESS, Radford, VA Oct 2016 – Oct 2017

Service Desk Analyst / 3rd Shift Team Lead

Received and answered on average between 45 calls per day in a call center environment and 60 and 70 emails per day to provide excellent customer service and technical support to 1000+ users, managed client user accounts using Active Directory, monitored servers and disk spaces using SolarWinds.

US Army, Fort Bliss, TX Jan 2015 – June 2016

Technical Support Specialist

Received and answered on average between 45 and 50 calls per day in a call center environment to provide excellent customer service and technical support to 500+ users. Created, removed, transferred and managed client user accounts using Active Directory and perform password resets, connected Exchange email accounts. Troubleshooting on Microsoft Outlook Exchange email accounts. Trained new team members and ensured they were prepared to fulfill required responsibilities. Installed, administered, maintained, troubleshot, and supported high-availability systems, server stacks, LAN, and peripherals. Supported signal support functions; provide technical assistance and training for user owned and operated automation and communication equipment.

US Army, Europe / Afghanistan Nov 2008 to Dec 2014

Help Desk Technician

Received and answered on average over 50 calls per day to provide excellent customer service and technical support to end users. Created, removed, transferred and managed client user accounts using Active Directory to grant access and perform password resets for users and connected Exchange email accounts to Active Directory. Troubleshot Microsoft Outlook Exchange email accounts. Reimaged over 100 computers using Windows 7, SIPR, and NIPR image. Gained exposure to Microsoft Server 2003. Supervised, installed, operated, and performed unit level maintenance on multichannel line-of-site and tropospheric scatter communications systems, COMSEC devices, antennas, and associated equipment. Assisted with Tactical Network using Satellite Transportable Terminal (STT).

EDUCATION

Coursera Current

Google IT Professional