Active Directory Desktop Support

TROY KELSEY

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

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

Tel: 202-***-****

SUMMARY:

Twenty-Four years of hands on experience in I.T. Desk Side, Helpdesk/AV/Networking/Administrative support

Troubleshooting, software, hardware on Windows 10 Enterprise Workstations, Dell Laptops, HP Xerox, Lexmark network printers, Scanners, and Windows 2008 Server platform environments.

Troubleshooting Mac OS, Apple equipment, iPhones and Mac Books

Assisting with troubleshooting and resolving technically advanced ServiceNow assignments.

EDUCATION:

Largo High School - 505 Largo Rd, Upper Marlboro, MD 20774 - Graduate - 1982 High School Diploma

Prince George's Community College - 301 Largo Rd, Upper Marlboro, MD, 20774 -

No Degree, 30 Credits from A.A. Degree in Computer Science - 1982 through 1985

EXPERIENCE:

Consumer Financial Protection Bureau

Service Desk Technician/Mid-Level Technician

Service Desk/Help Desk Duties: October 2018 – Present:

Resolve software and hardware issues over the phone which include wireless connectivity issues when VPN site and internet/network connectivity fails

Support Dell Latitude Laptops, Xerox AL_80780, Xerox WC_7970 Lexmark CX410, HP LaserJet/Color LaserJet and Office Jet Printers in the following Operating System and Software Environment

Windows 10 Enterprise (64 bit), MS Office 365 (32 bit), OneDrive for Business Adobe Acrobat Pro DC

Additional Software and Web Applications supported:

SharePoint 2016, ServiceNow, Cisco Webex Meetings, Productivity Tools, Citrix Workspace, Google Chrome, Microsoft Edge

VPN Clients: NetScaler Gateway Plug-in VPN client, Cisco AnyConnect Secure Mobility Client

Unlock Accounts, Perform Password Resets and troubleshoot access issues for the following Platforms: Active Directory User and Groups, Active Directory Administrative Center, Microsoft Endpoint Configuration Manager Console (SCCM), WebEx

Troubleshoot and Resolve issues with software installs, resolve Outlook “…slow opening…”, “…unable to open…” issues with using OST Offline Storage, issues with opening and accessing Shared Mailboxes, Shared Calendars and SharePoint Calendars, Resolve iPhone, email and iPhone hotspot issues and VPN client connectivity issues for remote staff

iOS EXPERIENCE:

Supported iOS on iPhone 6s, troubleshooting and configuring iPhone and MacBook Apple products:

Send Unlock passcode resets, assist in creating new Unlock passcodes and assist in using and changing Exchange password for Mail

Setup new and replacement iPhones following SOP

iOS apps support

XenMobile, Citrix Receiver, push RSA SecurID apps upon request

Assist with issues Synchronizing Outlook with Email app on iPhones and Mac Books

Assisted with issues Synching Outlook Calendar(s) on iPhones and Mac Books

Assisted with Personal Hotpot Service issues

Windows OS/MS Office/Hardware Refresh: June 2018 – October 2018:

Dell Latitude Windows OS Hardware/Software Migration

Backed up existing Laptops using custom USMT Backup Restore migration tool

Deployed Windows 10/Office 2016 and Office 365 using custom SCCM/USMT Backup Restore image deployment tool

Troubleshoot and resolved backup and imaging issues

Provided follow-up support post migration

U.S. Securities & Exchange Commission July 2013 – March 2018

Tier II Desktop Support Specialist

Resolved software issues over the phone and by way of walk-in desk side visits which include break fix boot failures and system board failures and escalated data recovery requests that involved FDE software or hardware boot issues for a 200 End User Environment in the OCIE Division of the SEC

Supported Dell Desktops and Laptops, HP LaserJet and Dell Laser Printers in the following Operating System and Software

Application Environment:

Windows 7 Enterprise (64 bit)

MS Office 2010 (32 and 64 bit)

Adobe Acrobat Pro 10x - DC

SharePoint 2010-2013

Active Directory

VPN Clients: Cisco AnyConnect Secure Mobility Client

Imaged Dell Laptops and Desktops using IBM BigFix OS Deployment

Assisted with New Hire hardware and account setups and Office Moves

Assisted Systems Administrators, Tier I Support staff with resolving various calls generated through Service Now call generating ticketing system

Performed break fix actions on Desktops and Laptops, performed software installs, system imaging using IBM BigFix OS Deployment, Active Directory Administrative Center, resolved Outlook “…slow opening…”, “…unable to open…” PST archives, opening User and Shared Mailboxes and Shared Calendars, submitted System Access Requests. Imaged Desktops, laptops using IBM BigFix OS Deployment. I would submit requests to have Active Directory User Accounts re-enabled, move computer objects to their proper OU, added and removed End-Users to email distribution lists within Exchange, Assigned End-Users to Active Directory Security Groups, granted End-Users permissions to divisional network shares. I would troubleshoot Outlook 2010 issues that involved WebEx Add-in issues, Excel 2010 issues involving sorting large spreadsheets. Resolved iPhone, email and hotspot issues and Cisco AnyConnect VPN client connectivity issues for remote staff that travelled frequently

Windows OS/MS Office/Hardware Refresh Experience:

Performed Dell OptiPlex to Dell Latitude E7400 Windows OS Hardware/Software Migration

Performed Backup of existing computers using custom easy transfer migration script

Deployed Windows 7 OS using Intrinsic Swimage and IBM BigFix OS Deployment

Responsible for providing troubleshooting, and resolving backup and imaging issues.

Performed Windows XP/Office XP to Windows 7/Office 2010 migration on standalone Bloomberg Terminals

Provided follow-up support post migration

iOS EXPERIENCE:

Supported iOS on iPhone 5, 6s, iPad’s and Mac OS on MacBook Airs

Experience in troubleshooting and configuring Apple products such as iPads, iPhones and Mac Books:

Sent Unlock password resets, assisted in creating new Unlock passwords and assisted in using and changing Exchange password for Mail

Setup new and replacement iPhones following SOP

iOS apps support:

Configure AirWatch VMware Content Locker, Citrix Receiver, WebEx, and submitted RSA SecurID and MS Office apps push requests

MS Office Apps:

Assisted with Apple ID and Exchange/Mail account setup to access AppStore and Exchange Mail

Assisted with issues Synching Outlook with Email app on iPhones, iPads and Mac Books

Assisted with issues Synching Outlook Calendar(s) on iPhones, iPads and Mac Books

Assisted with hotpot service issues

Audio-Visual Experience:

Set up and test Cisco, Polycom, Tandberg, Crestron AV

Deliver additional AV equipment such as projectors, network cables, and other audio-visual equipment for WebEx and VTC's in 50 conference rooms

Resolve Conference Room scheduling conflicts or issues

Provide immediate in-person AV support

NOAA – ActioNet - Kforce Feb ’13 – Apr ‘13

Help Desk Technician

Resolved computer issues over the phone and by way of desk side visits for a 300 End User Environment

Supported Dell Desktops and Laptops, HP LaserJet and Xerox WorkCentre Printers in the following Operating System and Software Application Environments:

Windows 7 Enterprise (64 bit), MS Office 2010 (64 bit) • Adobe Acrobat 11.x

Google Docs/Google Drive, GoToMeeting, VPN Clients: Cisco VPN,

iPhone/iPad (various Models and S/W Versions) • Imaged/Cloned Dell Laptops and Desktops using Norton Ghost 11.5

Assist with New Hire and Conference Room setups

Assisted Engineer/Administrator, Management and Support staff with resolving various calls generated through Heat.

Patton Boggs LLP May ’12 – Jan ‘13

Desktop Support Specialist

WilmerHale, LLP Nov ‘05 – Jan ‘12

Support Specialist

Resolve computer problems by phone, walk-in requests and by way of desk side visits using Remedy AR Systems ticketing systems for 1300 Attorneys, support staff in a major law firm environment

Support IBM, Dell desktop and laptops, HP LaserJet Printers in the following Operating System and Software Application Environments: Windows 2K • Windows XP, MS Office 2K – 2007 • Adobe Acrobat 7.x - 8.x Professional • iManage (Interwoven DeskSite 6.6) • Blackberry Desktop 4.x, • Citrix Presentation Server Client 10.x, VPN Clients • Cisco VPN 4.8.x, iPass 1.x, Concordance 8.x • IPRO 8.5.x, Timekeeping Applications: Carpe Diem 4.x • DTE 1.x, • Image/Clone IBM and Dell laptops and desktops using PowerQuest Deploy Center 5.0.

Assist visitors with remote access connectivity issues via wireless

Provide alternatives to Office 2K - 2007 document issues.

Provide instruction on shortcuts for repetitive tasks

Provide new hire orientation.

Assist Systems Engineers, Management and cross-train Help Desk Analysts with Advanced Remedy Call Resolutions.

Windows OS/MS Office/Hardware Refresh Experience:

Point of escalation for all Windows XP/Office XP to Windows 7/Office 2010 migration issues encountered by migration team

Migrated Dell Desktops from OptiPlex GX200 Series to OptiPlex 700 series

Responsible for troubleshooting, and resolving backup and imaging issues using Image/Clone IBM and Dell laptops and desktops using Power Quest Deploy Center 5.0. and SCCM

Mayer Brown Rowe & Maw LLP Nov 00 – Nov 05

Software/Hardware Support Specialist/ Junior Administrator

Resolved computer problems by phone, walk-in requests and by way of desk side visits using the Touchpaper Helpdesk ticketing system for 400 Attorneys, support staff. I support IBM, Dell desktop and laptops, HP LaserJet Printers in the following Operating System and Software Application Environments: Windows 2K • Windows XP, MS Office 2K – 2007 • Adobe Acrobat 7.x - 8.x Professional • iManage (Interwoven DeskSite 6.6) • Blackberry Desktop 4.x, • Citrix Presentation Server Client 10.x, VPN Clients • Cisco VPN 4.8.x, Concordance 8.x • IPRO 8.5.x, Timekeeping Applications: • DTE 1.x.

iManage System Administration responsibilities included scheduled maintenance on DS, IN, DM, SQL servers.

Assisted in resolving outages in other offices.

Installed Windows 2000 Advanced server as required.

Performed Tivoli Storage Management document restore from server/tape backup, Tivoli Storage.

Management backup Client and Server configuration.

Performed Interwoven Worksite Desksite upgrades, Compaq ROM-BIOS/Firmware server updates, Drivers Agents SSD Management/Updates, DocX Exchange Document Conversion Server updates installed and configured HP/Compaq Raid Smart Array.

Assisted with resolving EMC/iManage Server Clustering issues.

Installed repaired and performed maintenance on printers and warranty repairs Dell desktops and Dell laptops.

Imaged/cloned laptops and desktops using Power Quest Deploy Center 5.0. Configured/imaged laptops for loaner pool.

Setup A/V conference room equipment as well as PC's and laptops for new hires.

Windows OS/MS Office/Hardware Refresh Experience:

Point of escalation for all Windows XP/Office XP to Windows 7/Office 2010 migration issues encountered by migration team

Responsible for troubleshooting, and resolving backup and imaging issues on IBM and Dell Laptops and Desktops using Power Quest Deploy Center 5.0. Norton Ghost and SCCM

Howrey Simon Arnold & White Apr 98 – Nov 00

PC Network Support Analyst/Library Systems Analyst

Performed hardware set-ups and software installations,

Performed Desktop maintenance and support for 700-users in an Ethernet/AppleTalk environment running Macintosh and Windows NT 4.0 Servers, Windows NT 4.0 and Windows 95 OSR2 workstations.

Supported the following Library Research software: Lexis-Nexis 4.x -7.x, Westlaw 4.x-7.x and proprietary legal research software, MS Office 97/98/2000, WSI.

Optimized Library staff PC's and Macintosh workstations.

Performed maintenance and repair on local and network printers and participated in the migration from Macintosh workstations to Windows 95 OSR workstations.

National Geographic Society Mar 98 – Apr 98

Help Desk Technician

Provided desktop phone support for 1500-user in an Ethernet/AppleTalk network environment running Windows NT 4.0 Server and Novell NetWare 4.1 Server and Windows for Workgroup 3.11, Windows 95, NT and Macintosh PC's as workstations.

Logged in requests to have software/hardware issues resolved by desk side support.

U.S. Securities & Exchange Commission (BTG) Feb 98 – Mar 98

Help Desk Support Technician

Assisted clients with diagnosis and resolution of computer software problems.

Platforms included Windows for Workgroups 3.11, 95, NT 4.0 workstations in a ethernet environment

Performed Hardware transport and set-up of Dell Desktops

E.M.S. Computer Repair & Upgrade May 97 – Feb 98

PC Technician/Support Technician

Built and configured 386MHz, 486MHz, 586MHz, Pentium 150 MHz, and Pentium Pro MMX Computers which entailed configuring system boards, system board parts and peripheral devices prior to customer delivery.

Determined memory requirements for various Windows-based operating systems i.e. DOS 6.2 and 7.0, Windows 3X, 95, and NT.

Performed quality assurance burn-in tests on all systems marked for delivery.

Performed maintenance and repair on in-house systems and client’s systems.

Clerical duties included sales, advertising, production of sales receipts, inventory control and customer service.

Software Utilities included: Ghost, Disk Manager, and IBM Reference Disk Sets.

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