Active Directory Desktop Support
Resume:
Fred Santos
Lake Ronkonkoma, NY 11779 ******@****.***
Senior Technology Professional that initiates and implements I.T. solutions to improve business value, helpdesk, project management, client services, process improvement, team management, ensure compliance and optimize processes. Utilizing experience, skills and implementing global I.T. sourcing strategies for professional services, maintenance and I.T. commodity areas, reducing total cost of ownership. Seeking a challenging position in a company that can utilize my abilities and continue to enhance my technical skills.
PROFESSIONAL EXPERIENCE
GE Corporate/CompuCom. NY 2012 - Present
Information Technology Manager
Help Desk Support Technician Level 2/ Level 3
Managed service level agreement by monitoring ticketing system and directing work. Mentored team members, including desktop specialists and special project teams as single point of contact for escalated issues.
Served as lead supervisor for LAN infrastructure and IT support staff. Provided daily server backup and support using Backup Exec, file recovery and disaster recovery implementation. Also added users to the Domain using Active Directory. Carried out inventory, stocking and equipment purchases and managed IT budgeting. Supervised the home office team and managed the installation of software for remote computers at remote branches.
Operations Management: Configured, supported and remedied problems with Windows7, Windows8, Outlook, proprietary software and configured RAS & VPN.
Consistently searched for ways to improve service delivery and Trained desktop support specialists.
Client Service: Deliver customer service through responsive interfacing, problem assessment, prompt determination of corrective actions and comprehensive follow-up.
Integral participant in cross-functional troubleshooting of complex systems, software, applications and programs; deliver recommendations for solutions and improvement.
Configured and restored laptops, desktops, and performed computer backups.
Project Management: Resolved log-in and peripheral equipment problems remotely.
Provide support of hardware and software for worldwide locations and offices of over 1000 employees. Installation and maintaining equipment for managers and staff such as PC, Mac and Servers for daily use. Also supported Blackberry/Iphone activation, deployment and training. Use of LogMeIn and Remote Desktop software for server maintenance Windows server 2008, Active Directory, Exchange 2010, Blackberry server, File server and daily backups.
Support Managers and Staff
I.T. Management-SonicWall,Firewalls, Switches and Routers
System Integration and Maintenance
Process Improvement-Hardware/Software Technology for both PC and Mac
Provide support for Apple Ipads
Training/ of I.T. Staff
Maintain Exchange Mail server 2010
Microsoft Office 2010, Office365
Installation/support of Windows7, Windows8, Windows10 and Mac OS X Big Sur
Adobe CS
TCP/IP
Active Directory
Manage Avaya IP Phone System
Maintain/Support Blackberry and Apple Iphones
Service Now
Araca Group. NY 2010 - 2012
VP of Information Technology
International Theatre and merchandising company located in New York City. Provide support of hardware and software for worldwide locations and offices of over 300 employees. Installation and maintaining theatre equipment for managers and staff such as PC, Mac and POS Systems for daily use. Also supported Blackberry/Iphone activation, deployment and training. Use of LogMeIn and Remote Desktop software for server maintenance Windows server 2008, Active Directory, Exchange 2010, Blackberry server, File server and daily backups.
Support Managers and Staff of Theatre setups of networks, computers and Point of Sales Systems(POS)
I.T. Management-SonicWall,Firewalls, Switches and Routers
System Integration and Maintenance-Point of Sales Systems(POS)
Process Improvement-Hardware/Software Technology for both PC and Mac
Strategic Planning-Windows /2003/2008 Server Administration
Training/ of I.T. Staff
Maintain Exchange Mail server 2010
Microsoft Office 2010//PC-2011/Mac
Installation/support of Windows Vista, Windows7 and Mac OS X Snow Leopard
Adobe CS5
TCP/IP
Active Directory
Manage Avaya IP Phone System
Maintain/Support Blackberry server/
RDA International Inc. NY 2006 - 2010
IT Systems Specialist
Private Advertising company to develop, implement and project lead an I.T. department. The goal of this initiative is to identify, present and execute innovative solutions that will yield revenue enhancement and cost reduction opportunities within Information Technology cost centers. Manage I.T. staff including recruitment, supervision, scheduling, evaluation, training, counseling, coaching, termination and disciplinary actions. Reorganize I.T. department around Lotus Notes, Track IT, crystal reports and application package, skills sets to improve systems processes, efficiency and productivity, Plan company move from one location to another include phone system, network cable infrastructure, cat5e, cat6, LAN/WAN devices, Cisco 4500R, switch, router and SonicWall 4060 firewall for more network efficiency and security. Support 200 users PC/Mac environment with software, hardware and training needs. Setup for Video Conferencing and client meetings reducing travel costs.
Implemented I.T. sourcing strategy to procure global technology products and services across business units and support functions
I.T. Management-Firewalls, Switches and Routers
System Integration-Trend Micro Integration/Migration
Process Improvement-Hardware/Software Technology
Strategic Planning-Windows 2000/2003/2005 Server Administration
Project Management-Training/Coaching/Counseling of I.T. Staff
Maintain Exchange Mail server 2007
Microsoft Office 2007/PC-2008/Mac
Installation/support of Windows Vista, Windows7 and Mac OS Snow Leopard
Adobe CS4
Maintain Mimesweeper spam filter
TCP/IP
Active Directory
Manage Avaya IP Phone System
Maintain/Support Blackberry/Iphone agency cell phones
EuroRSCG Worlwide. 1998 - 2006 Information Technology Manager
Major advertising agency, supporting remote offices. Provided first level technical support for global I.T. infrastructure supporting 3000+ employees throughout the U.S. and Europe. Troubleshooting hardware, software and connectivity issues for a mixed Windows 2000/XP and Mac OS X environment. Additionally supported Blackberry activation, deployment and training. Challenged to provide timely resolution to support mission critical application users.
Implemented I.T. sourcing strategy to procure global technology products and services across business units and support functions.
Relocated, re-architected and upgraded headquarters technology for 1,000 associates. Provided higher applications availability reduced administration and delivered solution within original management allocation only for old platform relocation.
Increased technology performance, reduced future support costs and delivered better business scalability, by implementing server and storage array that consolidated, upgraded and virtualized 160+ servers down to 60.
Enabled improved disaster recovery planning (DRP) and business continuity planning (BCP) by migrating corporate data center to lower cost space and creating previously non-existent backup site, within original relocation budget.
Increased protection of sensitive financial and HR data by establishing security management.
Upgraded Windows computers and Macintosh computers with the latest operating system, Microsoft office, adobe suite, virus protection and agency required software.
Improved employee communications at reduced cost. Implemented corporate cellular account to eliminate personal cell phone calls for corporate use. Selected vendor who provided Blackberries to all employees while saving cellular costs by 50 per cent as employees increased use of email, which also saved PC logons and RAS costs.
Achieved highest levels of productivity handling over 1,000 calls per week and averaging 200+ calls daily.
Earned solid reputation for resolving complex issues and providing exceptional support.
Assisted users with policies and procedures for setting up conference calls, new accounts, web/network presentations.
Implemented infrastructure asset management system that tracked hardware / software license agreements and identified and deleted all non-standard personal software on company platforms.
Supported remote access using Dialup/VPN SecureID.
Reduced intra company phone costs by $750K per year and infrastructure costs with IP-telephony that included call center facilities, simplified system administration and management.
Experienced in multiple operating environment including Windows 2000/XP and Mac OS X workstation, server and Unix.
Implemented executive steering committee and monthly client / I.T. information meetings, improving customer satisfaction.
Novaworks Computer Systems, New York, NY 1994 - 1998
Corporate I.T. Infrastructure and Operations
Installation of Mac OS, Windows 98/2000 Client and Server Edition. Administrating networks, Active Directory, Exchange, DNS, WINS, DHCP, FTP, VPN and RDP. Configuring TCP/IP, IPX/SPX and Net Bios protocols, routers, proxies, hubs and switches. Planning and installing computer systems, testing new workstations, providing technical support, training, tutoring, information and assistance to various businesses, organizations, and end users. Diagnosing, analyzing and resolving problems involving hardware, software, peripheral and communication. Performed testing of new software applications for the compatibility and functionality issues before installation on local network. Also analyzed, diagnosed and troubleshot all network issues.
Implemented I.T. sourcing strategy and methodology to purchase all corporate technology products and services in conjunction with corporate I.T. procurement organization. Reduced technology acquisition and operating costs while improving services.
Installation
Improved customer PC/Mac desktop response times and service levels while reducing cost, by implementing upgrade plan that leased equipment with automatic replacement over three year period.
Introduced and implemented infrastructure asset management system that tracked hardware / software license agreements and identified and deleted all non-standard personal software on company platforms.
Implemented high availability on core application servers, producing failover and elevated availability to support international operations. Improved functionality and removed “maintenance windows” that denied global user access during business hours.
Developed and installed global corporate-wide video conferencing, reducing divisional travel expenses.
Certifications
A+ Service Technician
Apple Certification
Netware 3 Administrator
Microsoft Windows 98/2000/XP/Windows7/Windows10
CompTIA Network+
Education
Monroe College, New Rochelle, NY – AAS, Accounting Degree
Lehman College, Bronx, NY – BS, Computer Science Degree
References
Available Upon Request
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