Active Directory Help Desk

Jermaine D. Majette

**** ******** *** ● Baltimore Md 21214 ● 443-***-**** ● **********@*****.***

INFORMATION TECHNOLOGY PROFESSIONAL

I am current in pursuit of an rewarding career in the IT world. Throughout my years as an IT professional I have extensive experience in Tier I and II Technical Support as well as Help Desk environments, including superb knowledge of LAN security; operating systems security and demonstrated success in tracking network performance metrics in adherence to schedule, technical requirements, and resource utilization.

CERTIFICATIONS

COMPTIA Security + CE

SOFTWARE

Windows Server 2003/2008, Windows Vista, Windows XP, SMS Helpdesk 2003, McAfee, Retina, Citrix Management Console 2003, VMware, VM Sphere Client, Microsoft Office 2003/2010 Suite, Adobe Full Version 9 and Adobe X Pro, Remedy, Active Directory WORK EXPERIENCE

BIMBO BAKERIES USA . Help Desk Tier I II July 2007 – Present

Configured and added new network printers to the LAN (Local Area Network) in accord with user demand.

Created Standard Operating Procedures, distributed updated information to the VIP Support team members, and produced weekly and monthly status reports for the supervisory team.

Maintained daily performance of computer systems by providing technical assistance and support upon receipt of incoming queries and issues related to computer systems, software, and hardware: responded to email messages from customers; ascertained nature of problems by querying clients; and walked customers through the problem-solving process.

Created accounts through the Active Directory and reset locked computers or passwords.

Created accounts through the Active Directory and reset locked computers or passwords.

Install, test and configure thick client, and peripheral equipment

Manage PC setup and deployment for new employees using standard hardware, images and software

Assist with onboarding of new users

Track tickets using Government approved ticketing system

Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority.

Patching windows systems

Image and Reimage thick clients on compromised systems after pulling them off the network. Upon verification and testing systems are placed back on the network.

Manage GPO update for policies that need to be pushed out.

Installing and uninstalling workstation

EDUCATION

High School: Carver vocational high school 2001-2005

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