Identity Manager Active Directory
Resume:
James Houston
Technical Support Representative - Cox Communications
Acworth, GA 30101
adncti@r.postjobfree.com
During 25 years of I.T. Experience, 16 years was in field support, & 9 in remote support, or help desk. I have maintained selected territories in banking I.T., and ATM support. Clients have included Wachovia (Wells Fargo), Microsoft Corporation, Blue Cross/Blue Shield, Assurant, Kaplan University, NCR: Wal-Mart, J.C. Penney & 25 separate banking corporations, Aaron's, Coca- Cola, and 3 Dell contracts: the State of Georgia, the CDC, & CHEP US. Xerox hired me for a year in their Mortgage Services, and I supported their ACS field division client, the Atlanta Airport, for another year. I did many short term contracts for many corporate headquarters through national and global contract firms.
I was a contractor for the Microsoft Corporation, supporting Microsoft Office for almost two years, and after that, I did beta-testing for their Office products for the following 18 years, including Microsoft Office 365 and Office 2016.
I maintained I.T. contracts through CompuCom (formerly Wang) with Home Depot, Target, and Suntrust Bank, in addition to projects for Walmart, Wells Fargo, others. My customer service experience exceeds 40 years overall, if including sales and retail. My long term email address is adncti@r.postjobfree.com Authorized to work in the US for any employer
Work Experience
Technical Support Representative
Cox Communications
September 2017 to Present
North America
• Internet technical support for a major cable TV, Internet, and phone company, Coast to Coast.
• Customer service and sales to maintain, or maximize the customer experience. (Work at Home) Field Analyst
Compucom - Atlanta, GA
September 2015 to June 2017
(Formerly Wang, my employer for 12 years total.)
• Retail and banking I.T. site maintenance: Home Depot, Walmart, Target, Suntrust, & others.
• Preventive maintenance and project management. Technicians must manage queue & inventory.
• Server, PC, laptop, & printer repairs were done, along with software imaging as needed.
• Drove over a wide metropolitan territory to support retail stores and banks.
• Advised both clients and internal management for potential issues & innovation. Hardware / software customer service
Wipro - Service Desk - Atlanta, GA
July 2015 to August 2015
for Harman International (globally) via Wipro contract.
• Remedy ticket routing to dedicated teams per specialized issue and / or location globally.
• Had the highest customer service satisfaction globally in team. Ticket maintenance.
• Supported Europe, Asia, and South America, using basic native language skills, when needed.
• Created innovative measures to improve efficiency. Desktop Support
Dell - Atlanta, GA
May 2015 to July 2015
• Hardware and software upgrades for CHEP North America.
• Laptop imaging and office or cubicle station setup, as well as VOIP phones.
• Managed field laptop user equipment.
• Managed onsite support I.T. issues, and projects.
• Provided advice and personal support to enhance customer service. Dedicated Hardware Technician
Piedmont Healthcare - Atlanta, GA
December 2014 to May 2015
• Repaired, refurbished, cleaned and upgraded Wyse thin clients for health systems migration.
• Imaged new 16 GB memory modules with Windows 7 Embedded, and tested for readiness.
• Traveled with field technicians to 4 hospital campuses to upgrade old units pulled from use.
• Assisted field technicians with installations and swaps, when necessary.
• Managed and repaired inventory for Field Division of Piedmont. Desktop Support
Alorica Call Center - Kennesaw, GA
November 2014 to December 2014
• Repaired, refurbished, cleaned and upgraded Dell and HP computers to image with Windows 7.
• Verified license was up-to-date on sticker before imaging.
• Installed desktops for call center contractors.
• Installed VOIP phones for call center contractors. Service Desk Analyst
Coca-Cola Refreshments - Atlanta, GA
September 2014 to October 2014
• Managed multi-department ticket routing, and escalation. for project.
• Flexible, home-based I.T. support, on demand, primarily during daytime.
• Available for consultation, based on previous expertise, and experience. Service Desk Analyst I - APAC / Help Desk Support
Lend Lease - Atlanta, GA
April 2014 to September 2014
• Managed hardware and software support for customers in Australia, New Zealand, and Asia.
• Network /email account creation. Active Directory / Forefront Identity Manager administration.
• Dispatched field technicians to customer hardware / software requests or restorations in Asia. Mobile Computing / Desktop Support
Coca-Cola Refreshments - Atlanta, GA
May 2013 to March 2014
• Managed Coca-Cola I.T. Mobile Computing applications used in sales and delivery on PC's.
• Availability for desktop support in PC refreshes & migrations for office personnel.
• Supported Microsoft Office, Lync, Outlook, and general Windows 7 issues.
• Utilized AS400 system for truck delivery setup, and sales personnel configuration. Help Desk Analyst for CDC
Center for Disease Control via Dell/Perot Systems - Atlanta, GA January 2012 to April 2013
Atlanta, GA.
• Used SCCM, Remote Desktop, and Citrix assistance software to assist customers remotely.
• I.T. support for laptop & desktop users in U.S. & abroad: password resets, Secure ID key fob support.
• Citrix VM & VPN supported, dispatch was done for I.T. field support, & Blackberry password resets
• Active Directory/Forefront Identity Manager to add or remove users to the CDC domain.
• Windows Server 2008 access, purged disconnected users on Citrix server, Exchange mailbox admin.
• Assisted Dell printer/scanner installations on CDC campuses, and in home support situations.
• Supported Microsoft Office, Lync, Outlook, and general Windows 7 issues. Desktop Support Specialist/IMAC Specialist
State of Georgia via Dell Inc - Atlanta, GA
December 2010 to December 2011
• Dell equipment upgraded for state agencies: GBI, DFCS, Revenue, Corrections, Natural Resources,etc.
• Multifunction Dell printer/scanner installations after PC upgrades.
• WinXP imaging of PC units, and laptops for state agencies, with Windows 7 imaging for the GBI.
• Active Directory and/or Novell administration was done, depending on State agency.
• Zebra printer integration.
• Microsoft Office and Microsoft Outlook installation, registration, and configuration.
• Migration of user data from legacy units to new units, and disposal of legacy hard drives & PC's.
• Citrix access support to Dell intranet environment & State of Georgia. Blackberry setup as needed.
• Supported State of Georgia's Public Health & Communicable Disease agencies during upgrade.
• MS Access file and SQL database tweaking when needed, and with Tier II guidance. Field Technician
The Atlanta Airport - Atlanta, GA
January 2010 to November 2010
• Atlanta Airport parking systems surveyed & checked for errors on receipt printing & receipt reading.
• Windows XP-based multifunction machines were repaired via hard drive cloning and replacement.
• Ticket printer and magnetic stripe reading heads were cleaned, and paper feed rollers replaced.
• Calibration on car tag cameras to focus lens, to view auto license tags, & replace their spotlights. Technical Sales Associate (seasonal)
Radio Shack - Kennesaw, GA
September 2009 to December 2009
• I was hired as a seasonal salesperson to electronics consumers, high production orientation.
• I had extensive knowledge of Radio Shack products for 30+ years. (I assisted other salespersons.)
• The highest acquisition of email addresses from customers and walk-ins for marketing purposes. Desktop Support Specialist
Kaplan University Headquarters - Alpharetta, GA
August 2009 to August 2009
• PC units, Laptops, multifunction scanner/printers and printers were installed.
• Computers were configured, and patched.
• Computers were tested & verified with end users. Desktop Support Specialist
DeKalb County (GA) Schools - Tucker, GA
February 2009 to April 2009
All machines in the school systems absolutely had to be migrated to Active Directory. Updating was done on Dell & HP units with XP Ghost imaging to AD / Forefront Identity Manager.
• Data migration was done after imaging from old Novell to Active Directory.
• During audit of assigned schools, identified Dell & HP units that needed repair & AD/FIM.
• Ghost imaged & added to AD/Forefront Identity Manager(conversion from Novell).
• Printers installed on upgraded systems.
• Support Microsoft Office, Lync, Outlook, and general Windows 7 issues. Home Depot - Software Support Specialist 1/2009, Atlanta (Vinings), GA.
• Updated 2,000+ stores' paint department PC stations remotely from Home Depot headquarters.
• Imaged workstations via SCCM by browsing on network through 2003 servers to workstations.
• Testing was done to workstation menus & hardware via Remote Desktop of POS. U.S. Census Bureau - Desktop Support Specialist-12/2008, Gainesville, GA
• Dell PC, Laptop & Printer units were installed, then imaged, and configured to network.
• Altiris software imaging; Cisco access list was posted. AD/ Forefront Identity Manager.
• Cisco IP phone setup & testing. Printer installations were done & tested on network.
• PC, Laptop & phone unit ID's were done for central IT. Verified proprietary software had loaded OK. Desktop Support Specialist
(1) Blue Cross Blue Shield and (2) U.S. Census Bureau - Atlanta, GA July 2008 to December 2008
• Dell upgrade project on 10 floors: Ghost imaging, unit ID creation, AD / Forefront Identity Manager to add user add/remove on Domain, data migration via Altiris & configuration for each user. Monitors and printers installed.
• Windows XP and MS Office are the standard components on the software base image with some proprietary software appropriate for medical insurance & data. Downloaded installation files from servers to image units.
• Verified that SQL was functioning for databases, & file servers available for users in general.
• Necessary for encryption software to be installed on new PC's and laptops, and DOD-rated "wiping" of hard drives to erase old units before recycling them to a liquidator. Inventory updates were done. Tek systems had me to go afterwards to a project for U.S. Census Bureau to setup PC's and printers. Web Technology Support Specialist
Xerox - Alpharetta, GA
May 2007 to April 2008
• Remote support was done of 30+ mortgage lenders & their brokers with web conversion of mortgage documents, in a web-based environment.
• Salvaged faxed or scanned mortgage documents between parties, & setup mortgage broker accounts as administrator. .NET functionality was verified between clients and software teamwork.
• Supported Windows XP with most clients and reset passwords as necessary. (Web-based app) Desktop Support Specialist
Assurant Solutions - Atlanta, GA
March 2007 to April 2007
• HP/ Compaq PC / laptop repair, Windows XP/2000/Lotus 6.5, through Insight Global at Assurant Solutions. SQL functionality verified among users as needed. Active Directory or Forefront Identity Manager administration when needed.
• Rebuilt between 60-80 broken PC's and laptops by swapping parts, and ordering new parts otherwise, then Ghost imaged them with either Windows 2000 or Windows XP, as appropriate for each group, and setup Lotus Notes 6.5 according to their profile. Printer installations were done after PC/laptop assignments.
• Assigned unit ID for each unit into domain through AD/ Forefront Identity Manager. Help Desk Analyst
Aaron's Call Center - Kennesaw, GA
July 2006 to February 2007
• POS and menu functionality support, & accounting resolutions on customer leasing contracts.
• High-volume call center environment, with SLA-meeting goals.
• Windows XP / Windows 2003 Server fixes, updates, & patches. Exchange Server verification.
• Assisted Field Techs on backup modem setup & software updates.
• Laser printer installations were done on store networks along with integration support.
• Broadband Internet troubleshooting was done for DSL & cable modem connections, sending vendor.
• Barcode RF scanner equipment and software was installed, and also inventory issues.
• Remote support was done both by VNC-type software and C$ share access using the PC name on the
"Run" command line. Zebra printer integration was done with RF scanner.
• Disaster recovery support was done via dialup modem transfer of inventory and software updates & patches/repairs. AD/Forefront Identity Manager was done when necessary, along Exchange Server.
• Recorded all issues in Bridget rack software, listing troubleshooting procedures & resolutions. First Line - CSR / Field Technician
National Cash Register (NCR) - Atlanta, GA
October 2005 to June 2006
• ATM machine repair for 25+ bank brands in Atlanta Metro area; managed own territory.
• OS2 or Windows XP reimaging on PC core, and mechanical repair of cash dispenser & depository
• Upgrades & system integration on Point-of-Sale system upgrades for J.C. Penney/S.C. & Wal-Mart/GA.
• Facility maintenance & site monitoring was done, as well as multifunction printer cleaning /repairs.
• Reported progress on each call, via RIM unit, including parts orders & replacements, and showed resolutions. Wiped and setup RIM and Blackberry units for field use, then activated via phone. Banking I.T. Engineer
Wang Global (Compucom) - Atlanta, GA
June 1998 to September 2005
• Wachovia/ First Union Banks--Support for printers was done, Windows 2000 Workstation-to-Windows 2000 Server integration, laptop installs, software support, and disaster recovery of branches for 8 years. Dell PC and Laptop units were repaired for 3 years, requiring Dell certification. I observed location naming convention for all equipment.
• Installed/updated memory and monitors; replaced hard drives, network cards, and video cards.
• Windows 2000, Windows XP & Lotus 5-6 used. Previous Outlook configuration was done before merger. Managed own territory, and covered other's territories, when needed.
• Projects were done to merge First Union, Wachovia, & SouthTrust Bank branches.
• Remedy software used to track tickets. Exchange Server connectivity supported to mobile workforce. MS Office Analyst
Microsoft Corporation via Wang Labs (Compucom) - Atlanta, GA November 1996 to May 1998
Software restoration and instruction was done with Microsoft Office and MS Applets.
• Windows 95 and Windows NT was the only platform supported.
• Became a PowerPoint Specialist during those 16 months. Help Desk Analyst
Wang Laboratories (Compucom) - Atlanta, GA
February 1996 to October 1996
PC hardware support was done, and software functionality restored for NEC Packard Bell.
• Repair was done for Windows 3.1 & Windows 95 via restore disk included with each new PC.
• Multiple software suites were restored for customers in U.S. and Canada during 8 month period. Education
Bachelor of Arts
Mississippi College - Clinton, MS
1976
Associate of Arts
Hinds Community College - Raymond, MS
1974
Skills
• Tech Support
• Customer Service
• Call Center
• Help Desk
• Troubleshooting
• Active Directory
• VPN
• Microsoft Exchange
• VoIP
• Microsoft Windows
• LAN
• Network Support
• Operating Systems
• Microsoft Windows Server
• WAN
• Remote Access Software
• DNS
• SCCM
• TCP/IP
• Disaster Recovery
• DHCP
• Citrix
Assessments
Sales skills — Highly Proficient
April 2020
Persuading reluctant customers to buy products or services, and influencing and negotiating with customers to meet sales goals.
Full results: Highly Proficient
Basic computer skills — Familiar
March 2020
Performing basic computer operations, navigating a Windows OS, and troubleshooting common computer problems.
Full results: Familiar
Customer focus & orientation — Expert
April 2020
Responding to customer situations with sensitivity Full results: Expert
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
A+ CompTIA Certification # COMP10221154
Dell certifications were done in 6 product lines, as needed, per year.
• Microsoft training for Microsoft Office contract by Microsoft Corporation trainers.
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