Technical Support Active Directory
Resume:
Stephen Dean Burgess
Altamonte Springs, FL *****—5379
407-***-**** Mobile
LinkedIn: linkedin.com/in/stephen-burgess-0773b214
**********@***.**.***
PROFESSIONAL PROFILE
Goal-oriented Windows Network administrator with over 10 years of experience, deployed, administered, and supported Windows servers in a fast-paced, demanding business environment. Administered Active Directory and Group policies in a 150+ user environment.
TECHNICAL SKILLS
Platforms: Windows 9x/NT/2000/XP/Vista/7/10/11, Windows NT Server, Windows 2000 Server, Windows 2003 Server, Windows 2008 Server, Windows 2019 Server, MS Exchange Server5.5, 2003, 2007
Networking: LAN / WAN Administration, VPN, TCP/IP, 100BaseT Ethernet
Tools: Adobe Acrobat, SonicWALL Firewall, Fortinet Firewall, Barracuda span Filter, Iprism Web Filter, IrfanView, NVU, McAfee/Norton/ Vipre Virus Protection utilities, Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) Access, MS Publisher, MS Project, MS Visio, Microsoft VirtualPC, Microsoft Active Directory, Service Now Ticketing system, Veritas Backup Exec, VNC, Vmware, pcANYWHERE, Wordpress
PROFESSIONAL EXPERIENCE
Desktop support/Technical support October 2024 to January 2025
Innova Solutions
Fields calls as needed from end users as part of the helpdesk phone queue.
Respond to user requests for technical assistance via phone, email, chat, or helpdesk ticketing system.
Troubleshoot and resolve issues related to software, hardware, networking, and peripherals in a remote capacity.
Guide users through step-by-step solutions for issues, ensuring minimal disruption to their workflow.
Track, prioritize, and document helpdesk tickets to ensure timely resolution.
Collaborate with team members to escalate complex issues when necessary.
Participate in the day-to-day operational support and service delivery of the IT Operations by monitoring and responding to IT Operations incidents through the incident tracking system.
Provide hands-on support for desktop and laptop computers, mobile devices, printers, and other office equipment.
Install, configure, and maintain operating systems (Windows, macOS, Linux) and essential software applications.
Perform routine maintenance and upgrades on hardware and software systems to ensure performance and security.
Assist in managing user accounts and permissions via Active Directory, Office 365, and other relevant systems.
Set up new workstations, including hardware setup, software installation, and network configurations.
Associate product support Representative May 2024 to September 2024
Valintry
Dispatch technicians to fix issues in the field.
Worked remotely on system to resolve issue
Answered phone calls, email on tech related issues.
Provide customer service support, product support, and training via telephone, online chat, and email for proprietary products and services.
Manages customer information, provides account retention, and troubleshoot customer problems.
Documents customer problems, provides product training, and assists with product documentation.
Service Desk Analyst June 2020 to October 2023
Acara
Help resolve technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems.
Diagnoses, identifies, isolates and analyzes problems utilizing historical database records.
Route calls to product line specialists
Maintains and updates records and tracking databases.
Alerts management to recurring problems and patterns of problems.
Desktop Support Specialist
Insight April 2019 to December 2019
Provide onsite break/fix and IMAC (Install, Move, Add, Change) support to the employee notebooks and desktops.
Track fixed Assets and inventory.
Assigned tickets through ServiceNow.
Image all Windows 10 compliant desktop and notebooks, from windows 7 to windows 10.
Educate and set up new users.
Technical Support Engineer
Convergys April 2012 to October 2018
Resolve Warranty, Top Enterprise and SupportEdge Premium customer problems via the telephone, the web or AutoSupport.
Research customer issues in a timely manner and follow up directly with the customer with recommendations and action plans.
Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of specific area of expertise.
Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues.
Create new knowledgebase articles to capture new learnings for reuse throughout the center.
Collaborate with other Technical Support Engineers who may need assistance working a case; utilize your area of expertise to help them in order to most quickly facilitate solutions for the customer.
Participate in technical communications within the Technical Support Engineering team to share best practices and learn about new technologies and complimentary storage applications.
Focus on an area of technical specialization and attend classes, complete lab projects, read and work with other Technical Support Engineers on cases which will help cultivate that expertise.
System Administrator
Southeast Power Systems, Inc. May 2010 to February 2011
Responsible for server administration of Active Directory, Exchange 2007, and Terminal servers
Ensure the operating systems are up to date and running properly.
Maintain all on site and remote equipment and software.
Monitor entire network.
Source and maintain all computer and printer supplies.
Coordinate activities with the outside service company.
Senior Network Administrator
Medware, Inc., Winter Spring, Florida November 1997 to October 2008
Provide technical support for Dictaphone and Merit products for external clients.
Responsible for server administration of Windows Active Directory and NT Domains, Exchange 5.5 migration to Exchange 2003, FTP and Terminal servers.
Handle remote access/connectivity through VPN.
Perform corporate computer maintenance, break/fix and upgrades.
Evaluate, recommend, purchase and implementation of technologies.
Troubleshoot remote RAS connections and database issues.
Coordinate network backups of databases.
EDUCATION
University of Central Florida
Bachelor of Science, Management Information Systems
Valencia Community College
Associate in Arts
CERTIFICATIONS
CompTIA A+ IT Technician
Microsoft Certified Professional (MCP) Windows 2000
Microsoft Windows 2000 Server
Microsoft Certified Professional (MCP) Windows NT 4.0
Microsoft Windows NT Server
Microsoft Windows NT Server in the Enterprise
Contact this candidate