Active Directory Help Desk
Resume:
SAMORO ROUSE
**** ***** ****., ******: 347-***-****
Bronx, NY 10467 E-mail: ******.*****@*****.***
EDUCATION
**/** – 09/12
LEHMAN COLLEGE/CUNY
Masters of Science in Computer Science
Bronx, NY
09/05 - 06/07 MONROE COLLEGE
BBA in Computer Information System
Bronx, NY
Technical Knowledge
Microsoft 365/Google
Administration
Network & DNS
Troubleshooting
Antivirus and Antispam
Administration
Windows and Mac OS
SaaS Application
Add/Remove
SaaS Application
Implementation
RMM (Remote
Monitoring and
Management) Tool
Administration
Scripting
Active Directory & Azure
Active Directory
Implementation and
Administration
Proficient Windows
Server OS
Implementation and
Administration
Windows Server OS
Troubleshooting
Advanced VoIP System
Administration
SSO (Single Sign-On)
Implementation in
M365, Google, and Okta
Complex Ticket
Escalations
RELATED WORK EXPERIENCE
12/15 – 10/24 Electric New York, NY
Systems Engineer
• Conducted workshops to educate clients on physical and software technology and security policies.
• Provided mentorship to junior team members through leading collaborative efforts for case escalation and knowledge sharing, fostering a culture of continuous improvement within the team
S A M O R O R O U S E R e s u m e - P a g e 2
• Developed project scopes and budgets, ensuring meticulous planning and successful project execution within established timelines.
• Took charge of project tasks, ensuring their on-time completion and delivering exceptional solutions that meet and exceed client expectations.
• Conducted in-depth analysis of customer technology requirements, encompassing storage, network, and compute resources, and provide strategic recommendations.
• Identified, analyzed, and resolved customer technology issues, leveraging your technical prowess to deliver effective solutions.
• Collaborated with the Customer Success Management (CSM) team to provide strategic recommendations and analysis on customer technology roadmaps, contributing to long-term success.
• Provided mentorship to junior team members, nurturing their professional growth and development, and fostering a culture of continuous improvement within the team.
• Thoroughly documented work performed and time expended, adhering to established protocols and systems.
• Traveled and delivered onsite support as require, demonstrating a commitment to client satisfaction.
01/16 – 12/16 Monroe College Bronx, NY
Adjunct Professor
Conducted undergraduate
Arranged practical sessions as per the college norms
Used most of the available teaching aids (such as charts, PPTs, etc) to convey the subject matter to students
07/12 – 12/13 Frommer, Lawrence and Haug LLP New York, NY Support Engineer
Provided onsite and remote support to clients.
Supported Help Desk phone calls
Managed Active Directory accounts
Designed and deployed Group Policies using Active Directory components.
Managed user rights and permission; create, disabled and enabled accounts, files and folders permissions and configured security templates as needed
Supported and configure cisco IP Phones with extensions, voicemails, extension mobility
Supported and Troubleshoot Citrix and VDI environment.
Configured Microsoft Outlook for users to access emails S A M O R O R O U S E R e s u m e - P a g e 3
Assisted users with MS Office Applications.
Installed and configured applications to meet company standards
Installed logical printers and Scanner/Copiers to print server and prepared print server to host clients
Configured and provided mobile support to users with Blackberries on BES server, Androids, iPhones and Air Cards
Contacted Mobile Wireless provider for mobile devices support
Created detailed documentation on how to installed applications, configure workstations for different clients
08/11 – 1/12 LEHMAN COLLEGE Bronx, NY
Adjunct Professor
Conducted undergraduate lectures
Arranged practical sessions as per the college norms
Used most of the available teaching aids (such as charts, PPTs, etc) to convey the subject matter to students
Motivated students to make student committees to solve the student's problems in an organized manner
Informed students about the recent trends in the subject on a periodic basis
Recorded students' progress by conducting specially designed tests
Discussed and probed weaker students about the problems they are facing regarding the subject and helped them overcome them.
Was given an excellent feedback and review from both the department and students about my teaching methods of the class
07/11 – 08/12 STEVE MADDEN, LTD Long Island City, Queens PC Support/Help Desk Support
Supervised the workload and ticket queue for the Help Desk.
Assigned the Help Desk tickets to IT Techs to complete.
Oversaw IT Techs with project plans for upgrades, rollouts, etc.
Performed IT Techs scheduling to ensure Help Desk coverage during normal business
Analyzed help desk performance through various statistical and reporting methods.
Provided user support; configured and built laptops as well as desktops via configuration Manager and Blackberry using Blackberry enterprise server.
Coordinated installation and configuring of MS Office 2007/2010
Troubleshoot and fix problems facing with Microsoft Office 2007/2010
Scheduled update such as patches for end-user with MS Office 2007/2010 S A M O R O R O U S E R e s u m e - P a g e 4
Coordinated with the updating of computers with MS Office 2007/2010 updates
Helped users recover lost MS Office documents
Assisted users with MS Office Excel 2007/2010 formulas
Coordinated the creation of network diagrams using Microsoft Visio
Coordinated with the configuring of MS Outlook 2007/2010 for users
Responsible for setup of servers in datacenter, and roll out of Windows XP/7 desktops, laptops and Avaya phones to users.
Administered on-site and remote support for end users using Dameware, VNC, and RDP.
Managed Active Directory as well as AS400 system user accounts, print and job queues.
Managed deployment and operations of Ghost images to users Managed and monitor software requirements by the business
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