Active Directory Technical Analyst

Joshua Thomas

469-***-**** **.*******@*****.***

Service Desk/Identity Management

A talented, highly efficient Technical Analyst with experience providing PC and client support for global businesses. Searching for a professional position in a company that seeks an ambitious individual with acquired skills that will be utilized toward growth and advancement.

Technical Summary

Certifications: ITIL® Foundation, CompTIA A+, CompTIA Network+

Systems: Unix, Linux, Windows, Mac OS, TCP/IP

Software & Networking: Windows, Active Directory, Microsoft Office, VPN, SCCM

McAfee Endpoint Encryption, Internet Explorer, Citrix

ServiceNow, BMC Remedy, McAfee Antivirus, VMWare

VM Horizon Client, Bitlocker Encryption, Sophos Safegaurd

Professional Experience

AMA TechTel Communications Level II Technician 9/2021 – Current

•Providing phone support for Telecom related issues

•Router, AP, and radio administration

•Uses SNMPc to monitor and troubleshoot network

•Incorporates programs such as Maestro and FOPS for troubleshooting

Boy Scouts of America Support Advocate Irving, TX 2/2018 – 10/2020

•Tasked with incident and account management

•Application support for Boy Scouts official tracking software

•Provide support to BSA Corporate employees and all members of BSA community

•Customer follow up to ensure customer satisfaction

Southwest Airlines Sr. Service Desk Analyst Dallas, TX 4/2016 – 7/2017

•Create and Terminate network IDs and home drives

•Team Leader of the Generalist group. Controlled breaks, lunches, and provided any assistance to any member of my team.

•Exchange Access Management to group mailbox, calendars, and Distribution Groups

•AD group management SOX Compliant

•Extended diagnoses and troubleshooting of hardware and software issues ranging from printers, desktop, laptop, MAC, mobile devices.

•PC imaging and Software deployment via SCCM.

Exelon Service Desk Technician II Irving, TX 3/2015 – 4/2016

•Providing 2nd level client support via phone, email, and chat

•Maintaining call volume of 40-50 calls per day, 10-20 emails per day

•Diagnose, troubleshoot and resolve a range of software, hardware, and connectivity issues

•Utilize Active Directory for account management

Baylor Health Care Systems Helpdesk Analyst Dallas, TX 1/2013 – 11/2014

•Provided troubleshooting for applications and software ranging from Microsoft Office, internal applications, Citrix, and clinical applications

•Fast paced working environment support for up to 48,000 employees

•Used ticket system HEAT for ticket logging and client follow up.

•Utilized Active Directory and myID for account management.

•Deployment/uninstallation of software via SCCM

Dell Technical Analyst Plano, TX 6/2011 – 10/2012

•Interacted with clients globally via phone and email

•Performed ticket logging and client follow up

•Installed/Uninstalled software, drivers, printers, and internal applications

•Utilizing and troubleshooting MS Office for client or personal use

•Deployed various programs through SMS software

•Utilized Active Directory for customer security access/password resets

•Performed ticket logging with BMC Remedy to ensure ticket resolution

Education

Wylie High School

West Texas A&M University

References Available Upon Request.

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