Active Directory Customer Service
Resume:
IT Specialist with experience in technical advice and guidance to users as well as employing a high degree of customer service, technical expertise, incident resolution, project management, leadership, internal and external communication/presentation, and management.
SUMMARY OF QUALIFICATIONS
Expert at finding and resolving issues using exceptional technical and communication skills to ensure minimization of downtime and optimal computer performance.
PROFESSIONAL EXPERIENCE
IT Desktop Specialist of Information Technology/ Infrastructure Services
May 2016 – Nov 2022
Smith’s Medical Plymouth, MN
Provide tier level 1,2, and 3 support
Provide technical, training and support to the Help Desk Analysts across the service desk team
Assist the Client Services manager in the implementation and maintenance of policies and procedures
Provide necessary support to other Client Services Supervisors, regions, and sites when necessary
Document installation procedures for client software and hardware as required
Daily provide support for main headquarters
Solely provide daily support for 2 remote plant/office sites
oTravel to several sites as required for tasks/projects
Work with engineers/developers on proprietary software and hardware
Have a key role in many projects in IT each year
Primarily responsible for managing equipment budget
Ordering all hardware and equipment as required
Support Asset Management for all Client Service devices
oTrack inventory for all hardware
oIncludes collecting hardware form Leavers
Determine and deploy standardized hardware, applications, and peripheral configurations
oImaging and configuration
Tracking all Joiner and Leaver tickets to completion
Working with HR/Legal to process all “Legal Holds” on hardware and data
Disposals or recyclable equipment
Manage PC refresh projects “OS and equipment upgrades”
Tape Backups for local servers
Server Support as needed (provides local hands-on support for remote WinTel team)
Network Support as needed (provides local hands-on support for remote Network team)
Executive Support
Conference Room Support
Minor Mac OSX Support
Ensure the defined customer care philosophy that drives customer satisfaction is adhered to
Monitor and ensure responses to incidents and service requests
Troubleshoot with the ability to diagnose PC Workstation HW/SW issues and provide best solution possible
Identify, deploy, document, and utilize tools for automated client management and predictive failure analysis
Lead team members in procedures and policies
Hire/lead interns and consultants/contractors
Senior IT Systems Specialist/Network Administrator of Information Technology
November 2009 – April 2016
Logic PD, Inc. Eden Prairie, MN
Determine and deploy standardized hardware, applications, and peripheral configurations
Development and deployment of standard Client Operating System images, applications, updates, and patches
Identify, deploy, document, and utilize tools for automated client management and predictive failure analysis
Telecommunication needs including desk phones and mobile device administration
Modified software licensing strategy resulting in reduced risk and 30% savings on individual licenses
Assist system administrators and engineers in troubleshooting and resolving networking and other systems
Train new department staff members and mentor junior team members on processes and procedures
Communicate and document new and updated solutions, procedures and troubleshooting efforts with IT team on a regular basis
Monitor and maintain a variety of Windows server-level hardware and operating systems
Wyse terminal administration and server administration
Created and implemented procedures as well as standard operating procedures
Perform daily system monitoring, key processes, reviewing system and application logs, and verifying completion of scheduled Server backup administration
Maintain server upgrades, patches and enterprise level software information
Active Directory administration
LAN/WAN administration
Datacenter operations and virtualization
Upgrade plant location to VOIP network implementation with Avaya
Senior IT Systems Specialist Lead/Manager & Senior Implementation Specialist
October 1998 – September 2009
G&K Services, Inc. Minnetonka, MN
Performed root cause analysis to quickly recover from service interruptions, and to prevent recurring problems
Senior level support, implementation, and maintenance of proprietary software
Created and implemented procedures
Project lead (projects, set goals, delegation, led meetings)
Provided leadership to 13 help desk employees
Desktop and server administration
Development and deployment of standard Client Operating System images, applications, updates, and patches
Train new department staff members and mentor junior team members on processes and procedures
Advanced knowledge for supporting remote users using VPN
Active Directory Administration of corporate wide network throughout North America
LAN/WAN administration
Assisted with creating Lotus Notes databases and administration
On call rotation
TECHNICAL SKILLS
Documentation
Design and deploy Windows images
Mobile device administration
Administration/Support of Microsoft Office products
Microsoft Office 365 deployment
Wyse terminal administration
Microsoft Windows administration
LAN/WAN
VPN
Active Directory
Backup Exec products
VMWARE virtualization software ESX 5.x and ESXI 6 and above
KACE administration and other ticketing systems (ServiceDesk)
Plant operations
Cloning devices
Microsoft Endpoint Manager
Wireless networks
SharePoint administration and workflows
PeopleSoft
Plant scanners configure/design/administration
Zebra Printers
VOIP & IP phone administration
Conference room devices
Windows Server 2003 and above
Terminal Server
24/7 support to several locations
SAP (installing/configuration and data)
Microsoft Exchange
Minitab, CADD
Antivirus administration
PROFESSIONAL EDUCATION
Microsoft training (Microsoft Windows, Microsoft Office, Windows Imaging, Microsoft Windows Server)
5s
Six Sigma Black Belt Training
Active Directory
Root Cause Analysis
VMWare
Microsoft Endpoint Manager (Auto Pilot)
Alexandria Technical College, Alexandria, MN 1994-1996
Computer and Voice Networking
Contact this candidate