Customer Support Active Directory

PROFESSIONAL SUMMARY

Results-driven professional with over 30 years of experience in hardware and end user support, specializing in IT infrastructure, user management, and security operations within large-scale, diverse environments. Expertise in implementing and optimizing security protocols across multiple platforms, including Active Directory and M365, ensuring compliance with stringent security standards and best practices.

PROFESSIONAL EXPERIENCE

PWGA via Tentek Inc. December 2024 – March 2025 IT Customer Support

Customer Support for the Producers and Writers Guild of America. Assist with Account creation, Password reset, provide access codes using security-based information, and other Pension related issues dealing with personal and sensitive information while maintaining strict confidentiality.

Support in-house staff with all I.T. matters from creation and administrating accounts in Active Directory, MS Exchange, and Cisco IP. Remote service using SCCM to resolve Industry standard software issues. Create Laptop images and inventory hardware for deployment. Onsite conference room support for Share Holder Board Meeting.

NASA Jet Propulsion Labs via Bay Systems Inc. April 2021 – December 2024

IT Service Desk Specialist

IT Service Desk Specialist at NASA Jet Propulsion Labs, I play a critical role in maintaining the integrity and functionality of the organization’s IT infrastructure, supporting a vast user base of over 8,000 individuals, including contractors and affiliates of NASA Jet Propulsion Labs. My role involves delivering top-tier technical support across various platforms, ensuring efficient resolution of technical issues through multiple support channels such as remote support, calls, emails, and chats. With a strong understanding of Active Directory administration, I manage user accounts, implement group policies, and handle account provisioning and disabling, thereby safeguarding access controls. Additionally, my proficiency in M365 administration enables me to manage and troubleshoot applications like Outlook, Teams, OneDrive, SharePoint, and Exchange, ensuring these essential tools operate seamlessly.

Key Achievements:

Enhanced User Support: Delivered timely and effective technical support to over 8,000 users, achieving a 98% customer satisfaction rate by resolving issues through remote support, calls, emails, and chat.

Active Directory Administration: Efficiently managed user accounts and group policies, reducing account provisioning and disabling times by 30%, contributing to enhanced security and user management.

M365 Administration: Streamlined the administration of M365 applications, leading to a 25% reduction in downtime through proactive error remediation and license management, ensuring compliance with security protocols.

Splunk Analysis: Leveraged Splunk to identify and address lockout trends and failed server connections, leading to a 15% improvement in system uptime and security monitoring.

Compliance and Security: Implemented security and compliance policies across M365 platforms, achieving full compliance with organizational security standards and reducing security incidents by 10%.

Public Access Level Security Clearance

Mentored new Staff by being shadowed while taking live calls

AIG Woodland Hills July 2017 - February 2021

Client Field Tech Svc

Provide end-user support including software installation, email configuration, network troubleshooting, printer maintenance, and password authentication to ensure seamless operation and minimize downtime.

AMGEN Thousand Oaks March 2017 – July 2017

Senior Desktop Support

Provided desktop support for the AMGEN campus, including troubleshooting, installation, and maintenance of hardware and software across office and laboratory environments. Ensured compliance with high-level security protocols while delivering reliable, efficient support for end-users in a regulated and sensitive atmosphere.

The Walt Disney Studios – Burbank 2001 – 2016

Senior Analyst

Experienced in providing comprehensive hardware support, including troubleshooting, repair, and installation of desktop, laptop, and peripheral devices. Skilled in delivering end-user support through timely issue resolution, user training, and proactive system maintenance to ensure optimal performance and user satisfaction.

CORE TECHNICAL SKILLS

MS Windows 11,10, 7, XP

Mac O/S

PC Software: MS Office Suites to M365, MS Exchange, Active Directory, Service Now Call Tracking, SCCM, Citrix, McAfee, BitLocker Encryption, Adobe Acrobat, Skype, Webex, RSA Remote Access Server, Duo

PC Hardware: RAS Cyber Security, Ivanti/Pulse Secure/Global Protect, TCP/IP Windows Administration, Active Directory, Desktop WAN/LAN Support, HP Networked Printers, Smart Devices, Routers, Switches, Hubs, Patch Panels, Network Cabling, PC Disconnect/Reconnect

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