Active Directory Desktop Support
Resume:
Michael Gonzales
**********@*******.***
Key Skills
Work effectively with peer IT teams as well as individually with minimal supervision. Ability to multi-task and meet time constraints. Customer Service oriented self-starter.
Experience with various operating systems (Windows, Android and MAC OS/Server R), mobile devices. System Administration, Active Directory, Enterprise Server Management, Office 365 Administration, pc refresh (JAMF/SCCM), OS/Application Upgrade Deployment.
AV/VC Platform Conferencing Telepresence (Cisco, Polycom, Ring Central, etc.).
Ticket Management (Service Now, Zendesk, Manage Engine, etc.).Project Management. Software/Application testing and debugging.
Troubleshooting hardware/software and mobile devices, Heavy Help Desk/Desktop Phone Support, Break-Fix, Networking Knowledge on different types of Ethernet cabling standards (TIA-568) & fiber testing equipment, physical network cabling (patch downs and line drops), as well as TCP/IP Support, Support for Network and Datacenter Devices, Provisioning and Asset Management, MDM Management and security, Active Directory administration, VOIP,VPN,RDP, SAP, MES, Salesforce, Oracle, Crystal Reports, HTTP/XML protocols.
Professional Experience
Jabil
March 2020 - Current
Technology Support Technician III - Contractor
System Administration implementing Active Directory functions, Create, Modify, Disable, set permissions/access, password management, user accounts, groups, and shares, Office 365 administration, SharePoint, OKTA administration, Server Management (Exchange, VM Ware, AWS).
On boarding new hires with electronic signatures, customizable preboarding packages, welcome emails and IT checklists, off boarding with checklists to ensure compliance.
Provides direct delivery, first and second level support, diagnosis and problem resolution of all IT products and services, computing equipment, communication methods, software applications for several different facilities.
Works closely with IT Infrastructure and Application Teams to coordinate, track, and communicate any Executive level issues.
Documentation and resolution of service tickets, knowledge base articles and reports in a timely manner according to SLA, using IT tools such as ServiceNow and Salesforce.
Mobile Device Management, Security, Asset Management, Remote Support, software installations, and configuration for IOS and Android devices.
A/V, net meeting conferencing systems. Set up board meetings and all executive conferences.
Device Refreshing of all Devices, laptops and tablets using SSCM and Cloud Support.
Familiar with: Information Management systems, POS, AWS & Cloud Services, Data Bases, SAP, MES, Raspberry Pi OS, printers, routers, switches, firewalls, software deployment, OS conversions, security updates and patches.
Ensure network connectivity throughout a company's LAN/WAN infrastructure is on par with technical considerations, help design and deploy networks, assist with network address assignments.
Morgan Lewis& Bockius – Global Law Firm
October 2019 - February 2020
Technology Support Analyst - Contractor
Front line desktop support administering Microsoft network environment, O365, Active Directory, Group Policies, modified, added, deleted and troubleshot user accounts within Active Directory, Mobile Device Management, VMWare, RDP, Citrix/Plantronics Phone System, Endpoint protection server and AV/VC platform support with multi-application services (Skype, Zoom, Teams, NetMeeting, Google Hangouts, etc.)
Troubleshoot problems and provide first and second level support (diagnosis and resolution) all computing equipment, communication methods, including hardware,OS’s upgrades, software applications, peripheral equipment including smart phones, tablets, VOIP phones, printers, copiers, fax equipment, software applications for company Board of Directors, other Executives, and Executive Assistants.
Image refreshing, OS upgrades, configuration and policy management for MAC and Windows devices.
Active Directory functions, User & Group creation and policies, password management.
Asset management, provisioning devices and equipment, Mobile Device Management and tracking.
Resolution of network connectivity both wired and wireless, mobile devices, and AV/VC devices.
Disney Studios
June 2019 - October 2019
Sr. System Specialist - Contractor
Desktop Support for Studio Production and Executive Staff via helpdesk or remote support.
Administer accounts, groups and permissions in Active Directory for staff and executives, Office 365 and Windows Servers management (Enterprise, Backup systems) in a Windows and Mac OS environment.
Troubleshoot system and network problems, diagnosing and solving hardware or software issues.
Refresh and Support the roll-out of new applications and image Windows and Mac OS, device configuration and policy management using JAMF and SCCM.
Provide heavy phone and desktop support using remote support tools such as RDP, MS Teams, Team Viewer, etc., including procedural documentation and relevant reports, and maintaining all ticketing systems (ServiceNow, etc.).
Troubleshoot apps, network connectivity, hardware appliances and peripherals, network printers-scanners, network monitoring tools and troubleshoot TCP/IP issues.
SQA Services Inc
December 2017 - May 2019
IT Support Specialist II
Mobile Device Manager for major Aero Space Company in Southern California.
Project Management responsibilities, including management of call center with heavy incoming support calls, Software and Application quality testing and debugging.
Initial assessment, triage, research, and resolution of all requests.
Administer Security and support for data access, applications, connectivity, and hardware.
Participate in new application and project rollouts, Coordinate communication of associated deployment deliverables and documentation to the IT Support Center and local office IT Service teams.
Administering the call tracking system and knowledgebase library; create and edit articles for content accuracy, currency and compliance.
Install, configure, maintain, monitor and troubleshoot end-user workstations, hardware, software and network LAN and WAN connectivity, switches, firewalls, A/V conferences and staff meetings, access points, peripherals, tablets, phones, and printers.
Maintain Technologies: Windows Exchange, Active Directory, Office 365, VMware, Cloud and Remote Access.
Technology Service Group
February 2015 - November 2017
IT Consultant/Jr. Network Engineer – IT Consultant
Project Management responsibilities include Wireless Surveys, Site Assessments, and Audits, Cabling - CAT 5/6, Installation, configuration and monitoring of Routers, Switches and Video Surveillance Systems.
Network drops, Experience in remote access tools and a variety of software program implementation. Basic knowledge in the areas of SQL, WAN/LAN, Tele-communications (T1s, modems, switches, routers).
Administer Active Directory, Cloud access and Security of remote user accounts.
Provided technical support to customers, vendors, and technicians over the phone.
Mobile Device Management system installs, configure security and account access to facility entrance, computers and phones for customers, staff and executives.
Directors Guild of America
June 2006 - January 2015
IT Support Technician II
Administering the call tracking system, Incident and Service request Management – Responding, tracking, resolving, updating, and reporting of escalated/assigned tickets as per the SLA and KPI requirements.
Provided Executive level administrative and technical support Administer servers, desktop computers, printers, routers, switches, firewalls, phones, personal digital assistants, smartphones, software deployment, security updates and patches.
Set up and coordinated the DGA Awards A/V meetings with talent and executives.
Ensure the uptime, performance, resources, and security of the computers, manage and meet the needs of the users of end device and troubleshoot Windows and MAC OS issues.
Acquire, install, or upgrade computer components and software; provide routine automation; maintain security policies; troubleshoot; train or supervise staff; or offer technical support for projects. Assist in initial troubleshooting of the network issues – Port testing, Bandwidth monitoring, Shared drive issues, etc.
Take any necessary actions to apply software patches, and application upgrades, check hardware compatibility, load testing (with the support of application team) compatibility with patches or upgrades.
Install antivirus software and update virus definitions regularly.
Education
Long Beach City College
Network+
August 2019 - Current
Venice Skills Center
Cyber Security & Networking
July-August2019
Certified: A+ Computer Repair & Cisco networking
2001 to 2004
West LA College
MCSE classes December to June 2006
Certifications
Network Control Operator – Venice Skills Center
Networking/A+ Computer Repair – Venice Skills Center
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