Active Directory Device Support
Resume:
MICHAEL ANGELO BETHEA
Smyrna, GA 30080
*******.**********@*****.***
SKILLS AND EXPERIENCE
Windows 10, Windows 11, Office365, Active Directory, Multi-Factor Authentication, and VPN support. Desktop, laptop, and Android/iOS device support. Device configuration, installation, support, various audits, maintenance, imaging, networked device support. Various audits of equipment, inventory, warranty status, user rights and permissions for management. Audit tools include Active Directory, Aternity, Intune, SCCM, and Multi-Factor Authentication. Warranty repairs for Dell, HP, and Lenovo devices. Ticking systems include PIER, SalesForce, and Service Manager and ServiceNow. Technologies such as Azure, Chat, E-mail, Imaging, Intune, LogMeIn Remote/Rescue, Remote Access, SCCM, Slack, and Zoom. Documentation for knowledge bases, company policies and procedure, and general training. Networking of TCP/IP and Wi-Fi network connected devices (i.e. desktops, laptops, printers, mobile devices and peripherals).
PROFESSIONAL EXPERIENCE
IronSystems, Inc. for McKesson, Corp.
June 2024 - Sep 2024
End User Support Technician (On-site and Remote)
Provided user support via ticketing queue, phone, email, chat, and Microsoft Teams. Assisted users remotely via LogMeIn Rescue and Microsoft Teams. Window 10/11 installation, troubleshooting, configuration, and application training. Conducted workstation imaging via PXE, SCCM, and Software Center. Installed and configured dock and dual-monitor systems for cubicles and offices. Monitored and processed trouble tickets and service requests via ServiceNow ticketing. Processed hardware inventory management via ServiceNow. Processed/tracked FedEx shipping/receiving of hardware assets to/from corporate depot. Participated in weekly video meetings for policies, procedures, and knowledge sharing. Composed knowledge base articles and illustrated instructions for user support and training.
Dexian (Digital Intelligence Systems), for Tokio Marine HCC Nov 2023 – Mar 2024
IT Technician
Provided IT support for either one of eight U.S. locations. Primarily incoming phone queue and ServiceNOW ticketing system. Assisted User with multi-factor authentication, Office 365 support including updates, patches, and mailbox repair. Connectivity of web cameras and wireless headsets. Account lockouts and password resets via ADUC. Remote support using RDP, Citrix Administrator, and SCCM. Printer and drive mapping. Mobile device support for Android and iPhone devices. 1
Artech Information Systems, LLC for T-Mobile, Marietta, GA Nov 2021 - Mar 2023
IT Administration Specialist
Administered and audited various types of user accounts and user services via Active Directory. Executed warranty repairs for Dell, HP, and Lenovo desktops and laptops. Created multi-factor authentication accounts in support of network connectivity. Configured and supported mobile devices. Imaging support for some 90 desktops and 50 laptops in a networked call center environment. Travelled to any one of several assigned retail locations for multimedia and IT support and upgrades. Additional duties such as inventory control audits, distribution and recycling. Provided on-site/remote IT administration in a nation-wide call center environment. Administered and supported Windows 10/11, Office365 suite, and 50+ proprietary applications. Ensured compliance to company security policies for VPN connectivity and mobile device support. Routine audits for user and group rights and permissions. Used Active Directory and other tools for Administering user accounts and e-mail accounts. Used Aternity and TechConsole applications for workstation/laptop imaging, patches, and updates. Creating, assigning, and administering phone extensions for 90 call center representatives. Prepared audit reports of connectivity, application usage, and patch/update for management. Provided onsite and warranty repairs for Dell and Lenovo desktops and laptops. Imaging desktops and laptops with Microsoft Deployment Toolkit. Created illustrated training documentation in support of company initiatives as need. Proficient with knowledge bases and ticketing systems (i.e. SalesForce, HPSM, and Pier). Provided support via deskside, e-mail, trouble tickets, telephone, text, chat, Skype, Slack, VPN, and remote access, and TeamViewer.
Adhered to audit checklist when using devices for international travel (to include BitLocker support). Resolved over 2,000 user issues in 2022. NTT Data Services for CDC, Brookhaven, GA
Jul 2018 – Aug 2020
User Support Specialist
Provided enterprise technical support for the Centers for Disease Control and Prevention
(CDC) worldwide.
Talked customers through connecting to the CDC network from home, hotel, mobile device, and wi-fi foreign and domestic. Resolved all manner of remote connection issues: Office, home, hotel, aircraft, wi-fi, and mobile devices. Instructed users how to configure workstations, laptops, and mobile devices; thereby enabling access to network resources. Researched and then instructed customer on customizing Microsoft Office applications, such as multiple inboxes in Outlook. Retrieved, processed, tracked, and/or escalated trouble tickets from a queue of unassigned tickets. Wolters Kluwer, Kennesaw, GA
Nov 2017 – May 2018
Help Desk Product Support Representative
ABB Enterprise Software, Atlanta, GA
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Apr 2013 – July 2017
Help Desk Customer Support Specialist
HCTEC, Nashville, TN
Mar 2012 – Aug 2012
Deployment Analyst (Horizon Physician Portal and Horizon Patient Folders) Amtico International, Dunwoody, GA
Jul 2011 – Jan 2012
IT Administrator
Architrak.Com, Palm Beach, FL
Nov 2010 – Jun 2011
IT Consultant (Remote and On-site)
Vertek Solutions, Nashville, TN
Mar 2010 – Oct 2010
Deployment Analyst (Horizon Physician Portal and Horizon Patient Folders) WellStar Health System, Marietta, GA
Mar 2007 – Feb 2010
Application Analyst (Horizon Physician Portal and Horizon Patient Folders) Jupiter Medical Center, Jupiter, FL
Apr 2004 – Jan 2007
Help Desk Analyst / Application Trainer
Beanstalk Networks, West Palm Beach, FL
Jan 2003 – Jan 2004
Technical Writer
Paxson Communications Corp. (now ION Television), West Palm Beach, FL Dec 1999 – Nov 2002
MIS Help Desk Analyst / Senior Corporate Trainer
PC Paradise-Caribbean Computer Trading, St. Croix, U.S.V.I. Aug 1995 – Oct 1999
PC Sales Manager/Government Sales Consultant
Hess Oil Virgin Islands Corp., St. Croix, U.S.V.I. Jul 1991 – Mar 1995
Ship Terminal Dispatcher
America Online Inc., Vienna, VA
Jul 1989 – Apr 1991
Customer Support Specialist
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Michael Angelo Bethea (Continued)
MILITARY
U. S. Marine Corps, Quantico, VA
Jul 1983 – Dec 1989
Administrative Clerk / Computer Operator
EDUCATION and TRAINING
Graduated - Homer L. Ferguson High School (Newport News, VA) June 1983 Graduated - USMC Basic Training, Admin School, Independent Duty Admin School
(Camp Lejeune, NC)
Graduated - USMC Information Systems Technology Course (New Orleans, LA) CompTIA A+ (701) Net+ Certification training, GA Work Ready Certified, Employ Georgia Certified
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