Customer Service Active Directory

Salamat Khan

Mobile: 312-***-****

E-mail: adyyt5@r.postjobfree.com

SUMMARY

• More than 15 years of pc and desktop support experience in an enterprise environment

• Goal-oriented, results-driven individual seeking a technical administrator position

• Highly qualified technical support professional experienced in PC upgrades, maintenance, troubleshooting, repairs, and end-user support environments with exceptional customer service skills

• Capable of taking projects from conception, implementation, and completion.

• Excellent communication and interpersonal skills.

• Detail and result oriented.

• A hard-working self-starter

• An active and involved team member

I’ve built my career on exceptional customer service, organizational, problem solving, and management skills and to face new challenges. I like to build positive, productive, working, and learning relationships. I come with the following:

• 15+ years of experience within fast-paced enterprise environment.

• Well-rounded career history that includes level 1, level2, and some executive support.

• Effective communication skills and a positive attitude that allows me to establish trust and achieve my goals on daily basis.

SKILL-AREAS

• Strong interpersonal, written, and oral communication skills

• Extensive experience in hardware and software troubleshooting

• End-user consultation, training, and general desktop systems support

• Very well experienced in Win 10 trouble shooting.

• Experienced troubleshooting Office 365 issues for end users (additional mailboxes and excel issues)

• Operating Systems: Windows 7, Windows Vista, Win 10.

• Troubleshooting iPhone/iPad issues (battery issues, no network issue, low storage etc.)

• Familiar with Active Directory administration

• Hardware skills: Experienced in workstation hardware maintenance as well familiarity with Server hardware, RAID concepts, and blade servers

• Security: General system security with an emphasis on Malware prevention and elimination

• Microsoft Office (Outlook, Word, Excel, Access, PowerPoint, MS Project, and Visio)

• Add, Create, Delete, Disable, Enable, and remove accounts from AD

• Monitor performance & events viewer daily etc. (Weekend and off hours’ support)

• Ticketing systems: Astea, ServiceNow, Ivanti, and Jira.

PROFESSIONAL EXPERIENCE

Partstown August 2021 to present

Addison, IL

IT Analyst

• Troubleshooting office 365 issues for the end users.

• Assisting with on-boarding and off-boarding.

• Support end user on phone, remoting in, and deskside as well.

• Working on different IT projects as needed.

• Creating new hire accounts in Active Directory.

• Using SCCM for reimaging and pushing software’s.

• Setting up cubicles for return-to-work end users.

• Creating email accounts for new hires on exchange server.

• Adding end user to the required security groups in Active Directory

HCL/LeasePlan May 2020 to May 2021

Rolling Meadows, IL

Senior Deskside Support

• Supporting 500 + end user in L2 support capacity

• Providing phone, remote and onsite support for Windows 10 OS, VPN, Office 365, Printer repair, Hardware repair, Remote Access Software, Active Directory support

• Troubleshooting office365, printers and printing issues

• Worked on Office 365 user account creation, deletion, account review and maintenance

• Setting up new hires, configuring email, and connectivity

• Mapping network drives and linking printers

• Monitoring and reporting Data Center issues related to UPS, Backup systems, AC units, and Alarm system

• Reimaging and reconfiguring new computers

• Deploying new laptops company wide

• Backing up end users’ data on one drive

• Supported mobile phone platforms including applications and configuration for iPhones. Troubleshoot iPhone battery issues, no network issue, low storage etc

• Configuring MFA

• Setup VPN and troubleshoot VPN connectivity issues

Wipro/US Foods June-2019 – May 2020

Rosemont, IL

Migration Specialist

• Involve in win 10 migration project for 1500+ end users

• Backup and restoring data

• Setting up new hires.

• Configuring email.

• Troubleshoot VPN connectivity issues

• Updating and replacing RDP

• Troubleshooting MS office

• Linking printers and troubleshooting

• Using BigFix for software deployment

• Providing telephone, remote and onsite support

Amita Healthcare

Elk Grove Village-USA

Senior Technical Support Engineer Feb-2018 – March 2019

• Providing phone, email and onsite support for 18000 + employees.

• Responsible for troubleshooting and resolving 1st and 2nd level helpdesk issues.

• Responsible for Office 365 deployment

• Email issues, printing issues, login issues, resetting password for network login

• Responsible for verifying end users account using Active Directory.

• Creating and deleting accounts in Active Directory.

• Also monitoring servers in data center and replacing hard drives on servers.

• Making sure all the servers are up and running.

• Monitoring AC units in the data center and UPS devices as well.

• Assigning calls to different groups for higher level of troubleshooting.

• Dealing with Managed Service providers for Network and Databases.

Decision One/United Airlines April 2007 to Feb 2018

Chicago-USA

Senior technician

• Was involved in Windows 10 deployment project for 3000+ users including hardware and software upgrades

• Responsible for break/fix and upgrades of all United Airline World Headquarters.

• Assigning calls and delegating tasks to techs

• Prepared a process to minimize the downtime for the end user while improving the functionality of technicians

• Updating calls in both the main queue and in the techs’ queue

• Relaying appropriate calls to United Airlines

• Taking care of all escalated issues

• Interviewing potential candidates

• Training new technicians

• Advising team members on the best possible solutions

• Use Astea software to track all open and closed tickets, while maintaining hardware inventory

EDUCATION

DeVry University June 2006

Bachelor of Science in Technical Management

GPA 3.67/4.0 with Honors

REFERENCES

Available upon request

Contact this candidate