Active Directory It Support

SHARI WILLIAMS

***-** ***** *** ***** Ozone Park, Ny 11420

Phone: 917-***-**** Email: ********@*****.***

SUMMARY

Over 15+ years of experience in the IT industry with experience in Desktop Support and Windows Environment with AD environment

Provide Tier-3 Support for production environments and troubleshoot critical issues at minimal business impact

Familiar with network management tasks, creating and editing user accounts

Strong desire to expand IT knowledge and apply it to improving business performance

TECHNICAL SKILLS

HARDWARE-Peripherals

IBM/DELL/HP/Wyse Clients/Thin Clients/ all Compatible PC’s, Hard Drives, Motherboards, Memory, CD/DVD-ROMs, VideoCards, NIC’s, Hubs, Multimedia Devices, Printers and SCSI Devices, HD, ATA/SATA

Computer Assembly, System Upgrades

All PC related peripherals, display cables, VGA, DVI, HDMI, DP, USBs, Network cables, Printer Cables, etc.

Provided hardware support for PC’s, Thin-Clients, Zero-Clients, Rich-Clients, Med-Carts, Flo-Carts, Laptops, Monitors, Printers, Scanners, Handheld Barcode Scanners, Faxes, and VOIP Phones, Topaz Signature Pads

Code cr2702, cr2611 bar code, medication scanners to scan in Epic, Zebra 420 Label Printers

SOFTWARE-Applications

Used ticketing Systems such as Remedy and I.T. ServiceDesk, open/close tickets for end users

Knowledge of administration experience with Microsoft Active Directory

Sail Point (Identity IQ) for Windows Account Creation, Quest One Active Roles (AD Accounts)

MS Outlook, Novell Console One (Email Creations), Novell (GroupWise Email)

Web Term/Unity, Oracle SharePoint, Quadrated, Epic Production

Bomgar (Remote Access/VPN), RDP, UniCenter Remote Control V6

Knowledge of PowerShell Scripting

Knowledge of Novell Edirectory for creating email account

Working knowledge of MS Office products 2003, 2007, 2010, 2013, 2019 (Word, Visio, Access, Outlook Email, Excel and PowerPoint)

Certified in Adobe (Photoshop CS2, Illustrator CS2, Macromedia Flash, Acrobat and Macromedia Dreamweaver)

Knowledge of Leo stream Connection Broker for virtual PC’s

Windows 2003 servers, Windows XP, Vista, 2000, Windows 7, 10, 11

IBM I5/OS (AS/400 I series) Dell Open Manage

QuadraMed-Bedboard /Whiteboard, Epic MRI Production, Imprivata software, OnBase, Muse, Clairiva, McAfee Virus Scan Enterprise 8.7 SP1, Norton Antivirus, Trellix, Topaz signature pad software,

Xyloc Software, Service Packs, CareVue, Print Desktop, Cactus, Eclipses-ICA, software delivery

Novell Group Wise and Outlook Accounts, Symantec-Ghost, Norton, McAfee and Windows Antivirus

PROFESSIONAL EXPERIENCE

Bellevue Hospital HHC Oct, 2020 Present

IT Support Analyst

Provide in person and remote technical support using Bomgar remote access and RDP, and the Service Now Systems

Managing Service Now ticketing tracking system to resolve, open, transfer, and documented ticket resolution and guidelines in a timely manner

Perform windows PXE boot unattended operating systems reimages and updates to existing or fresh out of the box desktops and laptops for deployments

Troubleshoots, diagnosed, and resolved hardware-break fix issues for end users onsite in a timely manner

Ensured laptops and desktops are up to date with virus definition installs including vulnerability patches and application upgrades, access to EPO server to add and remove users from devices, software installs, add to domain

Perform security encryption on PC’s/ Laptops corporate build with standard images in windows 10/11 environment

Back door into user’s PC to copy documents \\MachineName\c$\ using administrative account

Replace and repair PC’s, Laptops, keyboards, mouse, HD, memory cards, monitors, med carts, all hardware

Assisted in the Windows 10 migration roll out

Troubleshoot and configuration of Med Carts, WOW carts, Printers, Doc Scanners, Med Hand Held Scanner

Installed necessary software from SCCM and share drives pertaining to user access

Reimage workstation’s, Wow’s, Med Carts, Laptops, PC’s

Create tickets for 3rd party installation of software or vendors installs

Install McAfee Encryption for laptop and also add and remove user from EPO server

Make sure user have their Home Drives and share drives mapped with new installs

Renamed/Remove users’ profiles from the local machine C:\Users\<Old_Username

Assisted users with Duo install/config mobile phones

Access AD to check users, computer, groups, etc.

Imaging, Installing, diagnosing, repairing, maintaining, and upgrading desktop, devices, equipment, software applications and operating system.

Technical understanding of Active Directory, DNS and TCP/IP protocols.

Support all hardware and software Add, Change, Move, Install, Imaging, Upgrade of desktops, printers, scanners, devices, and equipment and ensure optimal performance of the end-user workstations

Responsible for troubleshooting for all WCG related network devices including desktop, peripheral and wireless devices on both Windows and iOS platforms. Providing direct or remote troubleshooting of end-user desktop, equipment, application, device communication and connectivity issues in a timely fashion.

Mount Sinai Hospital Feb 2017-May 2020

DESKTOP SUPPORT

DUTIES AND REPONSIBLIES

ASSIST IN SUPORT OF STAFF ON USAGE OF END USER COMPUTING SYSTEMS AND NETWORK-BASED

PC/WORK STAION SOFTWARE AND HARDWARE, SYSTEM SECURITY, PROCEDURES, INCLUDEING TROUBLESHOOTING, REPAIRS, NETWORK CONFIGURATIONS, INSTALLATIONS AND UPGRADES

Manage support, and troubleshoot network printers, Scanners, mobile Devices, etc.

Move, add and change workstations throughout Beth Israel Campus

Provide support for Mount Sinai/BI users at remote offsite locations

Trouble SOM Ticketing system issues

Mount Sinai Hospital -Beth Israel Feb 2017 -Oct, 2020

Windows 7 Active Directory Support Outlook/ PROJECT

Response for support at 4 main locations for Mount Sinai Hospital, Post support after Active Directory migration

Help users with their Home Drives

Re-Created their Outlook inbox

Helped users with accessing Web mail

Remapped users share drives and home drives

Kings County Hospital HHC June 2008-June 2016

Corporate Account Management (CAM Engineer/promotion)

Was responsible for in-person provisioning, created, changed and deleted users accounts as requested

Managed all assigned incident tickets within SLA guidelines

Provisioned special accounts that were not done through automated processes

Enabled/Disabled user accounts within the Active Directory/E-Directory environment

Created and provisioned WebTerm accounts and troubleshoot issues with existing WebTerm acct

Helped develop and maintain all policies and procedures

Maintained corporate security password standards for user password authentication and lockout duration

Added, removed and/or updated user account information, reset passwords, etc.

Was responsible for application access issues for GroupWise email, Windows, Outlook, etc.

Complied with CBK/HHC AD policies and standards as defined in policies

Created/deleted/managed objects, i.e. local user accounts in their OU hierarchy

Used the OU admin account only for actions that required the accounts privileged level

Performed all IT Support Analyst Duties (listed below) as needed

IT Support Analyst, June 2008-June 2013

Ensured that all Network Access Request forms were properly filled out

Provided Xyloc badge training to all new users for access to windows

Served as the “Face of I.T.”, greeted users and helped resolve their issues

Configured ESSO-Enterprise Single Sign-On for all new users in AD

Ensured operations by training client personnel/users; providing support

Installed, operated and maintained all IBM/Dell/HP’s Thin Clients and Wyse Client PCs, printers, network connections and desktop software on a daily basis

Joined and disjoined PC’s as needed to domains, renamed and performed run group policies

Closed and opened tickets and changed orders through KCHC IT Service Desk

Run Auto logon scripts for central users and xssuser

Worked as part of the overall IS team to provide backup support for remote offices and buildings

Troubleshoot network printers and computers LAN TCP/IP problems, including Sorian Printing/servers and with TCP/IP protocols

Entered and maintained technical support requests using the KCHC IT service desk application

Performed desktop/laptop system image creation with Norton Ghost

Installed and maintained new and existing hardware and software

Installed, configured, troubleshoot and supported all medical professionals with Quadra Med software and Xyloc badges in the ER and out

Added PC’s to KCHC domain Administrators and Power User accounts

Replaced users’ hard drives, backed up and restored user’s data, also restored their mapped network drives

Created and edited configurations items (CI) in I.T. Service Desk

Used Unicenter remote desktop to remote into user pc’s

Troubleshoot and configured LeoStream connection broker to connect to VPC’s

Troubleshoot and configured wireless flow carts, Med Carts and hand-held scanners

Added printers to the network and locally, also assigned static and dynamic IP addresses

Installed and update McAfee antivirus software

Assisted users with their Windows and software application password accounts

Provided phone and onsite tech support for end users

Imaged desktop PC’s, Laptops, Rich Clients, Tangents, etc.

Movie Star Inc. /Fredrick’s of Hollywood

Support Specialist September 2007 – June 2008

Maintained 28 windows servers across a WAN Network containing five sites

Checked for MSGS on AS/400, worked with commands, created profiles, created sessions, unlocked user profiles

Installed, configured, troubleshoot and maintained desktop applications in a Windows XP/2003 environment

Familiar with Active Directory management, created, unlocked and granted users rights to accounts/folders

Utilized VNC to Remote Desktop into user’s computer to assist when necessary

Monitored 18 mission critical servers, checked CPU, memory and drives

Reported distribution, inventory control, answered Help Desk calls and emails

Joined Domains, installed Firewall and Symantec Antivirus (Also clear the cache and run discovery for Symantec Antivirus)

Installed Outlook, View Fax and View Mail

Troubleshoot IBM/HP Printer issues

Imaged PC's using Systprep Deployment Tool to strap images

Installed Operating System and all software titles as required

EDUCATION/CERTIFICATIONS

DRAKE Technical College 2001-2003

Associate Degree/Information Technology

Netcom Information Technology (Empire State Building)

Comp TIA: A+ and Network+ Certified

Manhattan Institute

Computer Aide Certificate

A+ Certified Technician

NYC Career Center

Certificates

Adobe (Photoshop CS2, Illustrator CS2, Macromedia Flash, and Macromedia Dreamweaver)

MS Office 2003/2007 (Word, Access, Outlook, Excel and PowerPoint) HTML, Outlook, Publisher

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