Help Desk Active Directory
Resume:
HENRY AZUBUIKE NWAOBI
DALLAS TEAX 75243
Objective
To obtain a challenging Help Desk position, where I can apply my skills to help the company grow as well as further develop and grow professionally.
Educational background:
Associate of Arts and Science, Richland College, Dallas, Texas, May 2003
Expertise
Languages-Visual Basic, VB.Net
Development Environments-Win32, DOS, XP
Software packages-Word, excel, PowerPoint, Access, outlook and Internet, Win NT 4.0, Win 95, Win 2000, Win XP,
Platforms-Sun OS, Louts notes, Active directory, Knox, VPN, Win 7, Win 8
Skills
Excellent interpersonal skills
Strong problem/solving skills
Excellent communication skills
Technical /LAN support
IT Help Desk Experience
Customer Service skill:
Call center experience
Microsoft Outlook experience
Experience utilizing Microsoft Office applications
Experience with Microsoft Windows
Experience with VMware
Understanding with Cloud technology
Experience with Microsoft Active Directory and Group Policy
Experience with Microsoft Exchange
Service now ticketing
MS Office 2016
Service Desk
Windows 7 and 10
MS Office 2016 and Outlook
SharePoint 2013
VPN support
Professional Experience
Essilor of America Mar 2022 - Feb 2024
Helpdesk support
Provided comprehensive troubleshooting support for Windows 7 and Windows 10 operating systems, ensuring minimal downtime and enhanced user productivity.
Administered Windows Server environments, including performance monitoring, updates, user support, and troubleshooting to ensure optimal system performance and security.
Utilized MS Teams, SharePoint, and Notes for efficient team communication and document management.
Managed user accounts and permissions through Active Directory, ensuring secure and organized access control.
Employed OneNote for effective note-taking and information sharing across the team.
Diagnosed and resolved hardware, software, and network issues, maintaining seamless IT operations and user satisfaction.
HCL America INC Frisco TX (Contract Position) NOV 2017- 2022
Level Helpdesk Support Analyst
Provide second tier technology service desk support to all users and locations; including support of computer hardware, software, printers, network, and telephony issues.
Utilized Command Line Interface (CLI) to efficiently troubleshoot and resolve system issues, reducing resolution time and improving operational efficiency.
Enable, disable, and reset LDAP passwords using Active Directory.
Worked trouble tickets by utilizing ServiceNow system on issues ranging from email, VPN, password reset, creating/maintaining/deleting user accounts in Active Directory, PC’s, printers/copiers, document management system, webmail migration and support, document scanners, applying patches, resolve hardware malfunction, and software application problems.
Utilized SQL Server queries and updates to troubleshoot and resolve database issues, perform maintenance, and provide actionable insights for improved IT support and decision-making.
Remotely install and resolve end user issues using Remote Assistance.
Resolved problems, performed upgrades, and maintained end user Mac Pc’s. Including the Ubuntu OS
Track incidents and service request using BMC Remedy.
Distributes and dispatches incidents/service request to the appropriate support groups as needed.
troubleshoot IT related issues on both Mac and Windows OS and either fix the issue or send the user to the proper resolver group
has context menu
Extensive Knowledge in Network and Directory Services: Proficient in Active Directory management, DNS troubleshooting, and handling DHCP and TCP/IP protocols.
Expertise in Network Hardware and Wireless Technologies: Skilled in configuring and maintaining routers, switches, VLANs, VPNs, and various WiFi technologies.
Provide support for remote users (VPN and other connectivity issues).
Provide printer support for HP and Xerox network printers.
Create and coordinate training with end users on new or upgraded software.
Responsible for updating new resolution techniques for the company’s technical knowledge base.
Coordinate the Incident and Problem management function for the IT organization, including the management of the lifecycle of incidents and associated problems.
Manage Severity 1 and Major Incidents. Coordinate infrastructure and application teams to enable and expedite return to service. Facilitate communications during these incidents, including verbal/written executive level status, running related conference calls and acting as a liaison with business stakeholders
COMPUCOM SYSTEM (Contract Position) March 2016- OCT 2017
Level Helpdesk Support Analyst
Provide level1 (L1) Help desk support for General Electric (GE) customer service including:
Support for Computer hardware and software applications - VPN’S, Identity Management, Active Directory, Microsoft exchange services, Single-sign-on, LMI etc.
Ensuring enhanced productivity to clients, through the use of remote IT system diagnostics tools and applications.
UT Southwestern Medical Center, Dallas, TX March 2014-January 2016
Technical Support
Provide technical support for UT Southwestern Medical Center staff.
Other responsibilities include
Imaged computers, installed application, configure and set-up printers.
Configured and Installed up to 150 Computer and Printers, transferring data and applications old laptops and PCs to newer replacement systems.
Used the Active directory for password reset, Administrator management etc.
Samsung Telecom, Richardson, TX April 2013- March 2014
Technical Support
Provides end users support for software and hardware on mobile device like android phones, tablets and laptops.
Case management (telephone/face-to-face/web) to point and production users on handheld devices, security solutions, mobile mail solutions, mobile Application solutions, mobile Applications monitor and manage case in the remedy system.
AT&T, Richardson, TX November 2009-July2012
Technical Support
Exhibit strong communication, critical thinking, multitasking, troubleshooting, and customer service skills.
Performed analytical, technical and administrative work in the planning, design, and installation of new or existing processor based computer systems in a complex technical environment involving multiple computing platforms/technologies.
Enabled, disabled, reset LDAP passwords, managed group policies, print management groups and created new end user accounts using Active Directory.
Deployed Windows 7 Operating system and software using Microsoft System Center Configuration Manager (SCCM).
Remotely install and resolved end user issues using Remotely Anywhere and LogMeIn 123.
Provided 1 level technical support to all end users and for all company applications, systems, software and hardware within negotiated Service Level Agreements (SLAs).
Spectrum Consulting, Frisco, TX May 2006 – Nov2009
Technical Support Associate
Manage and monitor workload
Troubleshot and resolved PC hardware and software problems within a Windows NT environment. Applications supported included MS Office 97, WordPerfect 5.1 and 6.1, PC Responsible for the technical training of Level I technicians.
Provided ongoing technical mentoring to Level I technicians.
Performed document management administration functions.
Led and participated in special projects and serve on manager-appointed task force teams.
Prepared procedural documentation for supported applications' functionality.
Tested new or updated software configurations before implementation on network.
Participated and assisted in training workshops and provide feedback to customize and standardize training materials.
Provided one-on-one training to assist users with software including new and customized applications.
Telvista Inc. Dallas, Texas Dec 2003– April 2006
Technical Support Agent Level II
Provide Technical Support to Comcast internet users.
Input and retrieve customer’s data on @Home Network through Oracle BOS database, such as REMEDY, SCOPUS, and POPGUN.
Assisted in installation and configuration of Outlook 2000 and maintain firewalls for Comcast users and created Outlook 2000 accounts and groups for new users using Windows NT.
Documented all job duties in Remedy Action Request System.
Installed, implemented and supported Windows 3.x, 9.x, NT 4.0 (Server/Workstation) Windows 2000, XP, MAC, MS Office, MS Word, Norton Utilities, and various utility programs
Detected and removed system viruses, partitioned hard drives and updated Rom BIOS.
Configured network protocols including NetBEUI, TCP/IP, Microsoft file and print sharing.
Configured Network hubs, installed NIC cards and installed RJ45 cables.
Utilized hard drive ghosting software.
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