Help Desk Active Directory

DENDRIC S. WARNER

**** ******** ****· Stonecrest, GA 30038· 404-***-**** · *************@*****.***

Solutions-oriented, emerging IT professional leveraging related training, practicum, and experience by contributing to networking operations

TECHNICAL SKILLS

Microsoft 365, STATA, Active Directory, Oracle, Siebel Ticketing, ITSM, Admin Security, Visio, ADP, Exceed, Telnet, OpenAir, Salesforce, Citrix-LDAP, Java, ServiceNow, InfoConnect

EDUCATION AND TRAINING

DeVry University Decatur, GA 2008

Bachelor of Science in Network Communications Management

PROFESSIONAL EXPERIENCE

Epsilon Inc, Atlanta, Ga. 03/22-current

Deskside Support II (IRS Contractor)

•Provide support including repairs, maintenance, and resolution of technical problems with deskside IT equipment, including laptops, desktops, telephones, printers, scanners, and other peripheral equipment.

•Provide support for break/fix and routine replacement of equipment, maintain electronic inventory, surplus inventory, and ensure replacement equipment performs as required.

•Troubleshoot and resolve assigned trouble tickets, including incident and deployment tickets, providing timely updates in the ticketing system that is informative of the work performed. Also provide correction of discrepancies identified, and root cause analysis to prevent future discrepancies

•Support the maintenance of local area network (LAN) and wide area network (WAN) components.

OPENTEXT, Alpharetta, GA 06/15-03/22

Telecommunications Analyst

·Primary administrator of the telecom web-based tool for managing accounts to assure quality

·Accurately submitting /monitoring port orders via carrier portals to ensure proper communication and business practices

·Review and authorize approvals for licensing request based on company policies

·Coordinate projects, meet deadlines with high priorities, excellent verbal and written skills and editing complex data/documents

·Process and audit new licenses and renewal for equipment

·Working with several systems Sharepoint, AWS, SalesForce, PowerPoint, and other Excel reporting (not limited too)

OPENTEXT/EASYLINK, Norcross, GA 03/12-06/15

HELP DESK SUPPORT/PORTING

·Process porting requests for customers through calls, e-mails, and faxes effectively and efficiently

·Facilitate software as a service (SAS) and maintaining data through technical assistance and analysis.

·Prioritize time to complete assigned tasks while maintaining a focus on productivity and customer satisfaction

·Use tools and methodologies to provide bulk uploads for users and Fax2Mail service

·Create/modify accounts given some Admin rights for Fax2Mail accounts and login assistance

·Log all new and existing tickets using Siebel Ticketing; and escalate when needed

ROBERT HALF TECHNOLOGY, Atlanta, GA 01/11-11/11

HELP DESK SUPPORT/TEMPORARY EMPLOYEE

·Maintain office PC systems including hardware, software, configuration, updates, and patches to servers, utilized Adobe Photoshop

·Supported XP operating system, MS Office application, Remedy ticketing system

·Installed and Configured desktop PC's, determined hardware/software problems, troubleshoot connectivity problems, and make sure user fulfillment

·Transferred user’s computer personality from old computer to new computer

·Handled MCP alerts accordingly

·Provided Executive end user support

·Created/upgraded user accounts, and password resets using Active Directory

MARTA/ISPA, Atlanta, GA 12/08 – 09/10

HELP DESK/MEDIA SALES

·Provided comprehensive technical support to over 200 end users in five different locations, including applications upgrades, systems support, and network security

·Utilized Altiris Ticketing System

·Tested software/hardware to evaluate ease of use and determine potential for improving workflow

·Merged and assigned profiles for internal employees

·Utilize JAVA program to manage call center metrics, lead call calibrations, and perform random-sample audits on email and chat sessions

·Provide support for UNIX operating systems

JIM ELLIS DEALERSHIP, Atlanta, GA 10/06 –10/08

PRODUCTION COORDINATOR

·Operated Contact Management system daily, while monitoring team members and ensuring quality

·Audited department processes to identify areas for improvement; developed solutions and implemented them

·Resolved operational problems and coordinated workflow between departments

·Monitored call campaigns and made modifications to optimize call center performance

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