Customer Service Active Directory
Resume:
Dax C. Burbridge
Email- ************@*****.***
Summary of Qualifications: Skilled in assessing requirements, determining priorities, analyzing course of action, and making adjustments for peak efficiency and performance within a company. An effective communicator with strong leadership abilities to generate high quality customer service and functions well in a team environment while being self-motivated to work effectively without supervision.
Education: Mount Sierra College, Monrovia, CA
Bachelor of Science, Telecommunications Technology
Experience:
CBIZ & Mayer Hoffman McCann P.C, Los Angeles, CA October 2021 – April 2022
Service Desk Technician—(Contractor)
Responsible for executing specific technology assignments related to support, maintenance, basic analysis, and troubleshooting
Setup/replace computers for new and existing employees
Track the progress of all the Incident/Service Requests throughout their entire lifecycle to ensure that they are resolved within the agreed Service Level Agreement using ServiceNow
Troubleshoot skills and basic networking knowledge (OSI network layers, TCP/IP, DNS, DHCP)
Providing timely support to end users of PCs, Macs, iPhone® and Android® devices, and multiple business applications
Experience with Imaging and Configuring PCs Solid networking knowledge
Mitel desk phone and account setups
Maintain hardware inventory; distribute, track, collect and organize equipment
Imaging PC’s and updating OS’s, experience with Active Directory, G Suite and Office 365
St. John’s Well Child, and Family Center, Los Angeles, CA February 2021 –- August 2021
IT Analyst—(Contractor)
Provide support for end users (local and remote) focusing on a high professional level
Diagnose and resolve technical issues that include PC’s, phones, and peripherals
Requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods
Connected to other computers using Connectwise and troubleshooting over the phone and via chat(email)
Assist with on boarding new users and keep inventory of all equipment, software, and license users (Office 0365 and G Suite).
Nowcom Corporation, Los Angeles, CA February 2017 — January 2021
Desktop Engineer
Prepared and scheduled computer setups, configurations and delivery or replacements
Experienced creating and managing users and computers from Active Directory, and Exchange
Utilize Service Now ticketing system to managing technical problems for users
Troubleshooting and repairing Dell brand desktops and/or laptop working with Dell
Ability to perform remote troubleshooting via RDP and LogMeIn to provide clear instructions
Tracking and recording technical issues and solutions in the ticketing system
Migrating Avaya phones to Cisco phones and confirming POE and configuration
Assisted users with Citrix receiver and accessing Citrix servers
Loffredo & Associates Inc. Los Angeles, CA January 2016 February 2017
Technical Support –(Contractor)
Supported Windows 7, XP, and Windows 10 operating systems, including Office
Answer calls, create incidents, escalate network issues, and send response to customer emails with resolutions
Monitoring daily activities installing and maintaining PC hardware and software
Executing equipment for replacement activity and deployment to (Install, Move, Add, Change)
Troubleshooting network outages and remote access configuration
Provide suggestions for continuous process, tool and online documentation
Properly classify requests based on client input and create reports using web-based applications
Kaiser Permanente, Burbank, CA August 2015 January 2016
Application Support–(Contractor)
Answers Marketing & Sales Systems Help Desk Support line and performs first/level systems problem determination on applications supported by the Application Support Team
Respond to email and telephone inquiries from other business units regarding access to our applications and services, login help and report issues
Properly classify requests based on client input and user access internal security procedures
Update SharePoint sites with appropriate customer service documentation
Create incident tickets through an in-house service tracking tool, triage appropriately and ensure that ongoing follow-up continues with the user and internal staff until the incident/request has been closed and resolved.
IPC Healthcare, Los Angeles, CA November 2014 – July 2015
Service Desk Support Technician–(Contractor)
Strong proficiency with computers, peripherals and applications, including but not limited to Windows, Active Directory, Microsoft Office, Desktops, Laptops and Printers.
Proficient with ITILv3 based ticketing systems such as LANDesk, Numara Footprints, Remedy and Service Now.
Perform basic system administration such as creating and disabling users in AD and mailboxes in the Exchange Console according to the approved security access form, granting permissions, adding /removing/ updating security groups and distribution lists, and joining, disjoining workstations to the domain.
LoanMart, Los Angeles, CA July 2014 – October 2014
Help Desk Analyst II–(Contractor)
Serve as the main help desk person for the L.A office supporting both PC’s and Macs
Troubleshooting TCP/IP, Networking and network services such as Switching/Routing technologies
Utilize my Active Directory Administration skills including adding and removing users and assigning the proper access
Assisted in installations of workstations, faxes, printers, Windows PCs, Macs, and IP phones
Configured and supported company propriety systems and hardware
Displayed the ability to read and interpret basic to moderately complex documents such as operating and maintenance instructions and procedure manual
Resolved issues that the Help Desk could not resolve at the Level I support desk
Responsible for collecting information through a end users conversation and Service Desk Tickets created, accessing support tools and additional support staff if needed
Altegra Health, Los Angeles, CA January 2014 – June 2014
Application Support Engineer–(Contractor)
Monitored Windows 2008,2012 R12 Servers running multiple applications for Medical reporting and Medical Coding (ARC,FileBound,OCP) services
Utilized Internet Information Services Manager to securely manage IIS Server and monitor via Solarwinds
Submit escalations to the next level of support, operations or Engineering
Application Monitoring for all components – servers, virtual layer, and applications such as SQL Server, Exchange, and Active Directory to prioritize which issues need to be addressed
Walt Disney Studios Burbank, CA February 2013 – December 2013
Studio Production Technology Support–(Contractor)
Provide Help Desk/Service Center support, monitoring all inbound calls for the Studio
Coordinate and collaborate with the entire Technical Support Engineering (TSE) team to provide front-line end user
Apply solutions where possible and appropriately route calls and monitor all activities until the issue is effectively closed
Provide front-line support for storage (i.e. Media Depot) as well the Studio’s Production Network(SPN)
Provide systems administration support to any local desktops or servers not supported by the Studio’s outsourced desktop service provider nor supported by the ST Systems Team
Work with management to continually improve the Help Desk/Service Center escalation procedures and policies
Responsible for set up procedures, systems applications, device integration and testing, application integration and testing, or front-line systems and network support
Utilize a consolidated, Studio-wide ‘help desk’ process that supports the recording and resolution of problems and service request submitted by end-users
Coordinate and collaborate with the entire Technical Support Engineering (TSE) team to provide front-line end-user for support Mac and PC clients (desktop/laptop) computers and software, printers, email, Remote Access, and connectivity
University of Southern California, Los Angeles, CA September 2012- January 2013
Technical Support Analyst–(Contractor)
Provides technical customer support, assistance and consultation to faculty, staff and students. Answers questions regarding computer hardware, operating systems and software via telephone, email and face to face support. Provides technical support in person for different circumstances such as scheduled university events, assigned shifts at designated locations.
Manages user accounts, provides permissions/email account sharing, and created/deletes shared server folders. Resolves end user problems.
Develops internal and external technical documentation. Contributes to the establishment and maintenance of software and documentation libraries.
Stays informed of new developments and technologies by reading journals and other pertinent publications, maintaining contact with vendors, and participating in professional organizations, meetings and seminars.
Installs, tests, implements, and assists users with the implementation of new hardware, software, and applications.
Assists with design, configuration, and testing computer hardware, networking software and operating system software.
Assists with maintaining and administering computer networks and related computing environments, including computer hardware, systems software, applications software, and all configurations.
Monitors systems, servers and auxiliary devices for performance and security.
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