Customer Service Active Directory
Resume:
Parris LaBeur
Anaheim, CA
*************************@*****.***
Why A Fit:
• Customer-centric IT Support professional providing phone, remote, and desk-side break / fix support of all network hardware and software in enterprise environments up to 7000 users.
• Highly skilled in troubleshooting hardware, software, and network issues including Mac, Windows, Linux, UNIX, printers, scanners, mobile devices, kiosks, iOS and Android phones, tablets, as well as imaging and deployments.
• Active Directory, Exchange Admin Center, Azure AD, EHR, Office / M365, Office 2016, Citrix VDI support, TCP / IP, VPN repair and Mobile Device Management are a few of the proficiencies available.
• Executed Hybrid deployment of Microsoft Unified Communications for Office 2013 and Office365 tenants using Exchange Server, Azure AD, Lync Server and Windows PowerShell.
• Skilled in Windows 10 Migration deployments to support EOL NIST Directive
Education:
• Associate of Arts, General Studies - 1991
• University of La Verne – La Verne, CA
• Cisco Network Academy – Introduction to Cybersecurity Presently enrolled
• CCNP (Not Active)
Technical Skills:
Windows 7, Windows 8, Windows 10 Windows 10 Migration experience Microsoft SharePoint
Active Directory / Azure AD Connect Active Directory Migration experience Microsoft One Drive
Desktops, Printers and Mobile Device Management Microsoft Dynamics CRM O365 Citrix Xen-Desktop and Xen-App Administration
LAN / WLAN / VLAN Support Microsoft. O365 and Office 2013 – 2016 Support Zendesk \ ServiceNow \ Cherwell
LANDesk Mgmt
TCP/IP Mitigation MobileIron Core 9.0 MDM Admin. Datto AEM RIMM Admin.
LDAP/DHCP/ DNS / WINS VMware Air Watch MDM Admin. Adobe Cloud Support
SAML/OAuth/Federation Cisco Meraki Mesh Wireless Admin. Microsoft Intune / Jamf Support
ADFS/SSO Integration Cisco Call Unity Administration Microsoft SCCM Win10 Management
HIPPA Trained Cisco Call Manager Administration Windows PowerShell scripting
VMWare Horizon WorkSpace One VDI Support McAfee ePolicy Orchestrator 5.3 Microsoft Endpoint Configuration Mgr.
VPN Configuration and Support White Glove End2End C-Level Support MDT Windows 10 Image Creation
Zoom Support Exemplary Customer Service Skills CJIS Cybersecurity Trained
Experience:
Safran Electronics & Defense, Avionics USA, LLC – Irvine, CA March 2021 – April 2021
ITLS Technician
• Administered white-glove F2F data migration, deployment, training on mobility devices for 150 Rockwell-Collins’s aerospace engineers and program team members.
• Ensured Rockwell-Collins’s workforce accessibility to electronic signal intelligence (ELINT) and electronic support measures (EMS) systems, including vendor databases, resulting in user confidence, improving -moral after Safran’s acquisition.
• Provided expert technical support, customized data migration and technical consultation to each Collins engineer at two sites (Irvine and Costa Mesa) for entire scope of project.
• Consummated individual access to production CDV (Concept Demonstration and Validation) environment, for Rockwell-Collins staff to validate data integrity of each engineer’s project requirements.
• Validate Google Workspace (G-Suite) user account settings, correct DNS, email alias, assist archiving users bulk email and Workspace resources are accessible.
• Collaborated closely with Safran technicians to ensure accurate recording of asset locations and deployment status, updating ServiceNow ticketing system and DATTO RIMM asset tracking software
• Championed end-user access with vendor and production environments without compromising Safran’s critical level of security of the project.
• Collaborated with Safran DevOps teams, resulted in a producing in a more efficient mobility deployment.
• Saved over $100K in reengineering hours on my fourth day by informing the client of critical failures the Windows 10 production image created for 150 Collins Aerospace engineers that effectively halted entirety of clients project.
SAIC – Science Applications International Corporation – Santa Ana, CA Oct 2020 – Dec 2020
County of Orange Health Care Agency, Senior Site Support Lead
• Executed critical Windows 10 mobile device rollout for the County of Orange Health Care Agency’s 2,400 clinicians and remote workforce.
• Trained users on new devices (laptops, iPads, iPhones), performed user’s DEP enrollment into Microsoft Intune manager
• Activate user’s Office365 cloud account, user email, Adobe Acrobats, Web browsers, Citrix Virtual Desktop connections accessible.
• Validate remote access to corporate file shares, medical vendors portals and VPN connections are working for each remote user.
• Post migration support setting up Google Workspace One account access; ie, correct DNS, user recovery account is active, confirm user data is accessible on deployed laptops
• Promoted at close of project to personally migrate OCHCA CEO/Chief Medical Officer, Dr. Clayton Chao and eleven of his C-Level officers devices, reflecting my
• Introduce users to Office 365, Microsoft Teams, OneDrive, SharePoint, Zoom account and overview on how to use.
• Interface with application development, SOC, and IT Ops/PMO teams to meet targeted milestones and keep project on schedule.
• End-to-End technical on-boarding to all new hires with hardware, domain access, printer and department resource provisioning.
• Continuous contact with SOC teams via phone, email and Skype to mitigate Bitlocker incidents, account lockouts and user password resets.
• Provided Office 365 training, setup shared mailboxes, mail archives and department group mailboxes for each user.
• Technology and Applications troubleshooting/repair/resolution for all endpoints (laptops, desktops, VOIP, kiosk machines, iPhones, and iPads)
• Provide weekly project reporting and asset inventory to maintain daily/weekly outflows of user deployed hardware equipment.
• Championed agency’s Windows 10 migration efforts by scheduling remote users for on-premises Microsoft Intune enrollments
• Created user deployment schedules to coordinate production and non-production support services across multiple departments.
• Meticulous capture of device asset tags on deployed devices, to support inventory reserve levels throughout project.
• Provided senior support to the county’s Director and County Health Officer, Deputy Director and C-Level executives while maintaining a high level of flexibility, professionalism and refined soft-skills required.
• Successfully met each targeted milestone ahead of project schedule
• Perform requests of installation, deployment, and upgrade of software, hardware, and voice/video conferencing resources.
UCI Health Medical Center – Orange, CA Feb 2020 – May 2020
Desktop Support Specialist \ Business Analyst II
• Provided Tier 2-3 Helpdesk services to UCIHealth’ s 3,500 clinicians and corporate staff including remote clients
• Mitigated and resolved all hardware and software issues application and mobile devices.
• Build/Image and deploy Windows 10 installs to replace existing Windows 7 endpoints.
• Accurately record incident resolution in ServiceNow ticketing system to maintain excellent SLA’s to all clients.
• Coordinate with medical vendors (i.e., Beckman Coulter) to obtain additional support for RMA or onsite service
• Imaged over 200 laptops, iPads, and clinical kiosks, to support onsite and remote clinicians.
• Exclusive use of Microsoft SCCM to migrate Win7 to Win 10 devices
• Support of O365 account migration from Office Suite client install base
• Proactively targeted Windows 7 devices to include into Windows 10 Migration push to support client’s continuity throughout UCI Health enterprise.
• Consistently performed with a sense of urgency, high level of energy, adaptability, integrity, confidentiality, and professionalism while providing world-class support services
County of Los Angeles – Los Angeles, CA JAN - FEB 2020
2020 LA County VSAP Primary Election Field Support
Sr. Manager
• Deploy CradlePoint AER2200 NetCloud Branch Network SD-WAN with Fog Computing to support secure IoT connections in the field.
• Install multiple Apple iPads and wireless with HP micro thermal printers at each voting site.
• Deliver and install voting technology at polling sites per Los Angeles County election policy.
• Maintain command of custody polling equipment to and from transit while in the community.
• Capture client issues in Cherwell Service Management of incident mitigation and resolution.
• Resolve all equipment technical issues in 15 minutes or less that would impede election process.
• Trained polling staff on operation and technology transfer at each site to support new voting schema.
• Provide high level of customer service to all public officials and polling staff while contracted as a Los Angeles County election representative.
• Administered acquisition of all deployed IT voting devices and secure transit to AT&T vendor hub.
YOUNGS MARKET CO – TUSTIN, CA OCT 2019 – NOV 2019
Lead Engineer/ Desktop Support
• Installed, configured, and supported Windows 10 and Apple clients, business applications, middleware stack, anti-virus protection, email, and Access Control administration to our corporate user base
• Created Windows 10 deployments and operating system images for new hardware.
• Created and maintained comprehensive documentation for all Windows 7 EOL (end of life) to Windows 10
• Supported Win10 Migration deployment teams at corporate
• Assisted the Network Infrastructure team with LAN / WAN equipment and related services and tasks.
• Identified and mitigated network latency incidents and provided documented network repair methods
• Strong experience using IP-based protocols, including DNS, WINS, DHCP, HTTPS, SFTP, SSH
• Actively resolved all Microsoft Office 2010, 2013, Office 365 application issues.
• Hands-on experience implementing, patching, and troubleshooting Microsoft Windows Server 2012, 2008.
• Daily management and user mailbox creation in Active Directory (policies, permissions, and security).
• Continually creating, maintaining Exchange 2010 mailboxes, distribution groups and network file shares.
• Actively maintained UPS fail-over units to production file server systems and storage arrays.
• Ghost, Acronis OS imaging of new hardware with custom corporate user configurations
• 75% remote support using TeamViewer, DATTO RIMM AutoTask Agent to manage endpoints.
• Performed weekly MDF and IDF room security and health checks on all server, switches, and IP / PBX VOIP trunks.
Barrister Global Services Network – Orange County, CA FEB 2019 – OCT 2019
Lead- Technical Support
• News Corporation - 20th Century Fox Studios – Executive Production Staff technical support role.
• Analyzed and repaired complex issues regarding Windows 10 laptop hardware.
• Configuration of multi-dependent production applications for VIP production staff at television studios in Burbank.
• Supported all mobile devices.
• Installed network configuration and repair of HP Color laser printers.
• Resolved mobile device issues with iPhone and Android handheld units.
• Performance tuning on all Lenovo BIOS / CMOS motherboards.
• Enforced all Windows updates, patches via AD GPO policies monitoring.
• Assisted and resolved all technical request with white glove treatment.
Roman Catholic Diocese Pastoral Center – Garden Grove, CA OCT 2018 – JAN 2019
Lead Help Desk Specialist
• Lead a team of two Helpdesk staff, supporting 7000 users over 110 locations ensuring the correct staffing levels for maintaining the agreed upon SLAs and excellent customer service.
• Primary escalation contact for telephone, email, deskside requests, and Windows 10 issues
• Managed Autotask PSA and AEM (Datto RIMM) support system to resolve user tickets and prioritize ticket portfolio.
• Analyzed and resolved hardware and application issues for all Desktop and laptop systems.
• Created master Windows 10 1809 Build image with Microsoft Deployment Toolkit.
• Resolved or escalated Network Infrastructure (TCP / IP, DHCP and DNS) latency issues.
• Managed Microsoft 2016 Active Directory for multiple parish domains.
• Windows Support of (2012 Server and 2016 Server).
• Configuration and support of Exchange tenants (Office365 and on premise).
• Inventory and assigned Mitel VOIP phone system systems to employees.
• Managed Datto Remote Monitoring and Management system.
• Supported and managed VMware hosts and virtual servers.
• Ensured user data transfers from prior Win7 to Win 10 across all apps and network file shares.
• Championed organization goals by accepting ownership of each client issue through resolution of each support incident.
• Maintained inventory of equipment and parts.
• Developed and maintained documentation of configurations, individual site technology and parish activities.
American Career College – Anaheim, CA NOV 2016 – FEB 2018
Campus IT Technician – Administration
• Central point of contact for all IT Helpdesk related incidents and service requests.
• Managed technology resources at three campuses supporting 1,800 students and faculty..
• Deployed IT rollouts of software upgrades and of new provider services.
• Deployed virtual Windows 7 VDI’s (Citrix farm on 7.8 with PVS 7.8) within VMWare Infrastructure.
• Orchestrated rollout of Citrix 4.7 Receiver for VDI client environment to three campuses.
• Trained and managed three technicians as IT staff to reduce SLA incident response times.
• Dedicated deskside VIP support to COO, Vice President and executive team at ACC and WCU.
• Customized IT resources enabling students to take proctored exams while on campus.
• ADP Biometric fingerprint enrollment and training to each staff on new time clock devices.
• Active Directory account management and network file access provisioning for faculty.
• Central POC for PO’s approvals and vendor orders for all IT hardware at each campus.
• Set up and deployed Cisco 8495 phones in Cisco Call Manager and Call Unity for faculty.
• Critical technical support pre / post ABHES campus audit. ACC Awarded five-year Accreditation.
• Installed and remoted management of 15 Cisco Meraki security appliances at each campus.
• Responsible for on-site assistance of DVR security camera footage to mitigate security incidents.
• Collaborated with Gavin de Becker NOC team to resolve encrypted live remote video feeds.
• Designed a new laptop rental program for students to continue coursework off-site.
• Oversaw configuration for video conference calls and remote Skype video job interviews.
• Daily support of 32 applications used by students and faculty, Blackboard, Elsevier.
• Maintained all lab equipment, including Laerdal SIM-Man G-3 medical teaching simulators.
Dell Services – Anaheim, CA APR 2016 – SEP 2016
Lead IT Specialist, Allscripts Service Technician III
Client: St. Joseph Health
• Provided expert level IT support to desk-side and remote users issues throughout company’s IT enterprise.
• Provisioned Allscripts accounts for medical practitioners and administrative support staff.
• Installed and supported of Care Plus Mobile, RightFax, ChartMaxx, Quest Diagnostics services, Office365, Mobile Iron, Perfect Serve Practitioner, and other applications.
• Actively resolved patient EHR (Electronic Health Record) synch issues to remote servers.
• Responsible for IT support and minor server / network administration duties as needed.
• Provisioned Mobile Iron security profiles, EHR applications and enforced user compliance on Android, Apple and Windows mobile device.
• Conducted onsite mobile device deployments at strategic partner sites as part of company’s mobility team.
• Successfully deployed over 300 iPads / iPhones for a technology refresh completed in 72 hours.
• Deployed McAfee Endpoint Encryption on company laptops with McAfee ePolicy Orchestrator to ensure HIPPA compliance to encrypt patient data.
• Performed Identity Access and encryption recovery of security tokens with ePolicy Orchestrator Administrator console for lost or compromised user accounts.
• Managed the desktop environment (troubleshooting issues, password resets, deploying images addressing application and OS patches and upgrades). This position required excellent judgment and technical skills while executing effective solutions, with an emphasis on delivering a high level of customer service.
• Received two values in action merit awards for dignity, service, excellence and justice https://www.stjhs.org/about-us/mission-vision-and-values/.
Southland Industries – Garden Grove, CA AUG 2015 – MAR 2016
Technical Support Specialist
• TCP / IP diagnosis with Ipconfig, Netstat, nslookup, nbtstat, Ping and Tracert utilities.
• Strong use of RSAT tools to manage AD forest, domain controllers and user account configuration issues.
• OKTA SaaS provisioning of One Hub, SharePoint repositories per department, GoToMeeting and VMware - AirWatch mobile devices.
• AD provisioning mail accounts, group distribution lists, GPO security objects across multiple domains and forests.
• Managed requests for access to hardware, software, Active Directory resources (such as remote network printers, file shares) and other enterprise services.
• Managed incidents, client updates, support logs, tracking and incident solution using Zendesk ticketing system.
• Mitigated and repaired of Cisco VPN and Verizon 4G AirCard connection issues for remote users.
• Trained internal and offsite clients required secure server connections to company network shares.
• Maintained on-call 24-hour support rotation for escalated issues for afterhours IT group.
Biometrics4all, Inc – Irvine, CA JAN 2014 – AUG 2015
Technical Support Engineer
• Extensive remote application and hardware support to Windows 7 - Windows 8.1 clients.
• Configured Cisco ASDM-IDM for secure biometric record submissions to CAL-DOJ and FBI.
• 90% remote repair of issues via Cisco VPN connected ASA appliances.
• Configured biometric scanners, installed client software and firmware upgrades on security devices.
• Use of Visual Basic and SQL Lite to remotely repair LiveScan database corruptions
• Triaged with OPM, ABA, FBI, First Advantage, DSS, NIGC and TSA / TSC to resolve Live Scan issues.
• Ensured all products met FBI, RCMP, FIPS 201, FIPS 140-2, NCIC, Interpol and ANSI / NIST standards.
• Repaired VPN and SMTP transport issues.
• Remote installation of FBI approved simplex and duplex laser printers.
• Detailed call logging and active follow-through on each support issue until fully resolved.
• Lead RMA technician for all vendor related equipment returns.
• Actively engage in new OEM product delivery to improve technical support practices to customers.
• Provided weekly intense four-hour instruction sessions to new clients as Live Scan Product Trainer.
Independent Consultant – Fountain Valley, CA NOV 2013 – DEC 2013
Desktop Technical Engineer
Client: Coastline Community College
• Provided pre and post support for a 3,000 user Active Directory migration project for Coastline Community College, spanning multiple forests and domains.
• Managed support for Outlook 2010 to Outlook 2013 mail clients on Windows PC's, MAC's, Android and iPhone mobile devices.
• Created profiles and importing .PST files.
• Test real-time propagation of on prem to cloud calendar scheduling and room resource reservation.
• Testing of Active Directory, Office365 and Outlook 2010 / 2013 email clients.
• Microsoft Frontline Identity Manager and Active Directory Federation Services.
Contractor (Contract)
Client: Avery Dennison
• QA testing for Avery Dennison web portal using Microsoft ADFS and SSO authentication with SAML.
• Extensive WSDL API and remote testing of the employee portal involved during project.
• Avery Dennison contract was accomplished one hundred percent remotely while at home.
Agr Group, Inc – Santa Ana, CA JUN 2011 – JAN 2013
Helpdesk Support Technician
• Front-line desk-side support to fast paced 300 seat telemarketing call center.
• Desktop, laptop, Android, iPhone mobile devices, printer, TCP / IP and wireless devices.
• Provisioned firewall access to external clients via Dell SonicWALL whitelist management console.
• Junior Administrator for Outlook 365 clients Maintained desktop security for 300 users.
• Network troubleshooting, including configuration of VoIP and SIP accounts.
Technology Consultant – Owner Apr 2003 – Feb 2011
Top Tek – Fountain Valley, CA
• I created documentation guidelines for software maintenance and upgrades.
• Delivered IT consulting services and support to local business owners
• Installed Remote IP 8 device CCTV security system for 24/7 mobile
• Spearheaded design, device topography, and install of VOIP telephony system for tele sales call center
• Configured and maintained hardware and software for each client.
• Authored IT policy and user documentation guidelines for self-management and software updates
National Security Agency – Quality Assurance Technician April2000 – Jan 2003
Litronic, Inc. / SSP Solutions – Irvine, CA
• QA/QC testing of security hardware and software for encryption/decryption of Secret/Secure communications for the entire Department of Defense employees and U.S Warfighters.
• Testing Certificate Authority Workstations, smartcards, and PCMCIA FORTEZZA® crypto cards
• Responsible to administer QA Test Cycle process to support the initial DoD PKI framework for generation, production, distribution, control, revocation, recovery & tracking of public keys (certificates) & their corresponding private keys with Common Access Cards (CAC) program.
• Successfully engineered the construction of a FORTEZZA Lab for National Security Agency to automate an arduous test cycle of FORTEZZA from eight days to less than 24 hours.
• The National Security Agency awarded Litronic an unparalleled 91% Approval Award in recognition of execution and efficacy of the automated lab
• Encryption/Decryption QA technician for Microsoft’s Outlook DMS (Defense Messaging System) for NSA used to encrypt email sent by DoD
• Extensive testing of x509 and PKI identity certificates used to authenticate non-repudiation of identity
• QC\QA regression testing of FORTEZZA cipher KEA SKIPJACK with SSL 3.0. cipher suites using RSA key-exchange
• Developed test automation scripts and report analysis using Rational Test Suite using Rational Robot to automate remote lab test functionality – RedHat Linux, Sun Solaris and all variants of Windows OS
• Lead QA engineer for all FORTEZZA products. Ran tests designed to break functionality calls of Multiple Access Cryptographic Interface (MACI) library as final approval for production release.
• QA/QA testing of DOD Common Access Cards (CAC) rollout for entire military personnel.
• Remote crypto testing at Fort Detrick – Manually loaded Apache Server STIG req. for webserver hardening
• Remote crypto testing at SPAWAR Atlantic (Space and Naval Warfare Systems Command Center)
• Remote crypto testing at Naval Information Warfare Command Center Pacific
• Regression testing of Internet X.509 certificate handling.
Contact this candidate