Be A Active Directory
Resume:
Roy Maxwell
Lithonia GA ***58
Cell: 404-***-****
Email: ***********@*******.***
Career Objective
For the opportunity to apply my extensive IT background and knowledge in a progressive and dynamic company with growth potential.
Qualifications Summary
Proficiency in configuration of PC Hardware and Software / installation
Supported Lenovo, HP, Dell and Mac laptops and desktops
Proficiency with MS Windows 7, 10, 11 & Mac OS
Performed system backups and configured system replication
Experience with adding & removing computers from Organization Units (OU) in Active Directory
Assign security / administrative rights, created / deleted accounts for users / groups in Active Directory
Proficiency in Microsoft Office 365 suite, Outlook, Word, Access, Excel, PowerPoint, FrontPage
Experience with troubleshooting network connectivity issues in LAN and WAN environments.
Proficiency with troubleshooting VPN connection issues in Cisco Anyconnect
Setup Audio & Video for conference and video calls
Experience with installation & troubleshooting local and networked printers
Posses the ability to work under pressure & time constraints to provide resolve to conflicts
Proficiency in Aloha POS, Aloha CFC, Aloha ATO, Menulink, Orderpoint, Command Center
Proficiency using ticketing systems Vantive, Remedy, Service NOW & JAMF
Education
High School Diploma North High School North, SC May 1991
Certs: Menulink, Aloha CFC, Aloha ATO Career Education Institute Norcross, GA March 2004
LinkedIn link: https://www.linkedin.com/in/roy-maxwell-66aba21
Professional Experience
IT Concepts
Isakson VA Atlanta Regional Office, Decatur GA
September 2024 – Current
IT Specialist Tier II
Remotely & front facing I provide second-level support for various issues associated with VA apps on laptops & workstations.
Imaged & facilitated the transition of users from current to new laptop or desktop.
Install & setup hardware in cubicles for New Hire around office campus.
Assisted with building, updating Maximo database with new serial number and retrieved old computer to be disposed.
Search ServiceNow to view notes on prior resolved trouble tickets, update, edit, track and resolve service tickets.
Provided technical support for internally networked & wireless systems throughout office suite.
Troubleshoot various connection issues with Cisco Anyconnect app to resolve VPN connection issues.
Remotely assisted users with installation, configuring & troubleshot local home printers.
Created, added & removed Host names from various company Organization Units (OU) in Active Directory.
Used SCCM to image PC laptops & workstations to facilitate the transition from current PC to refreshed PC
Used SCCM to image and install apps per software list to setup PCs for New Hires.
Installed and setup newly imaged computers throughout the office suite for new hires.
Disassembled and wiped laptops & workstations during Off-Boardings & department moves and cleanup.
Explain technical information in plain language to non-technical individuals to provide improved understanding.
Supported Lenovo, Dell and HP laptops and desktops
Stratus Technology Services
Norfolk Southern Corporation, Midtown Atlanta GA
March 2023 – September 2023 (contract)
Desktop Support Analyst Tier II
Remotely & front facing I provided second-level support for issues with Railroad apps on PCs & Macs laptops & workstations.
Used the Identity Portal to verify user’s identity before unlocking users accounts and performing password resets.
Search ServiceNow to view notes on prior resolved trouble tickets, update, edit, track and resolve service tickets.
Provided technical support for internally networked & wireless systems throughout office suite.
Setup and tracked progress of new user accounts in JAMF for Mac
Performed Mac reimaging & software installs.
Assisted with building, assigning PC to new users in Azure database and shipping out new computers to new employees.
Assisted with building, updating database with new serial number and shipping out new computer and retrieval of old computer.
Used Microsoft Azure to reset or edited Microsoft Office accounts to resolve account issues.
Troubleshoot various connection issues with Cisco Anyconnect app to resolve VPN connection issues.
Remotely assisted users with installation, configuring & troubleshot local home printers.
Created, added & removed Host names from various company Organization Units (OU) in Active Directory.
Used SCCM to image PC laptops & workstations to facilitate the transition from current PC to refreshed PC
Used SCCM to image and install apps per software list to setup PCs for New Hires.
Installed and setup newly imaged computers throughout the office suite for new hires.
Disassembled and wiped laptops & workstations during Off-Boardings & department moves and cleanup.
Explain technical information in plain language to non-technical individuals to provide improved understanding.
I assisted with activating, configuring and troubleshooting office apps on iPads, iPhones & Androids.
Supported Lenovo, Dell and Mac laptops and desktops
Hays Recruiting Experts
Truist Securities, Financial Support Center, Buckhead GA
April 2022 – January 2023 (contract)
Desktop Support Analyst Tier II
Remotely & front facing I provided second-level software support on Banking apps on PCs & Macs laptops & workstations.
Used SCCM to image and install apps per software list to setup PCs for New Hires.
Performed Mac reimaging & software installs.
Installed & setup PCs & Macs for New Hire around office campus.
Assisted with building, assigning to user in Azure database and shipping out hardware to new employees.
Assisted with updating inventory data base by retrieval of old computer.
Searched ServiceNow to view notes on prior resolved trouble tickets, update, edit, track and resolve service tickets.
I used the Identity Portal to verify user’s identity before unlocking users accounts and performing password resets.
Facilitated the transition of users from Windows 7 laptops and workstation to new Windows 10 laptops and desktops.
Backed up user’s data, migrated data to new laptops or workstations and ensured that no data was lost in the migration process.
Supported Lenovo, HP and Dell laptops and desktops.
Troubleshoot various connection issues with Cisco Anyconnect app to resolve VPN connection issues.
Supported Cisco VoIP phones and Jabber client, setup Audio &Video conference calls.
Explain technical information in plain language to non-technical individuals to provide improved understanding.
Assisted with activating and setup of company issued Smart devices, troubleshot office apps on iPads, iPhones & Androids.
Provided White Glove Technical Support for banking executives thru out executive suite.
Process 100+ support requests monthly on a wide range of issues related to Application Program Interfaces (APIs).
I upheld 97% Service Level Agreement (SLA) within the company’s expectations of the Desk Top Support department.
Teksystems / DXC Technology
AT&T iQBar, Conyers, Midtown Atlanta GA
August 2018 – March 2022 (Permanent)
Desktop Support Analyst Tier II
Remotely & front facing I troubleshot various issues on PCs & Macs laptops & workstations during COVID-19 pandemic.
Searched ServiceNow & Remedy to view notes on prior resolved trouble tickets, update, track and resolve service tickets.
Imaged & facilitated the transition of users from current to new laptop or desktop.
Setup and tracked progress of new user accounts in JAMF for Macs
Performed Mac reimaging & software installs.
Troubleshot various issues with software within the Office 365 suite.
Installed workstations and laptops along with docking stations, flat screen monitors & printers around ATT office park campus.
Used Active Directory to add & remove PCs from network domain.
Performed password resets for users after user correctly answered security question to validate identity.
Used Microsoft Azure to reset or edited Microsoft Office accounts to resolve account issues.
I assisted with setting up Audio & Video for conference calls.
Imaged workstation to update to Windows 10 from Windows 7.
Supported Lenovo, HP and Dell laptops and desktops.
Provided technical support and remotely assisted users with installing home printers.
I assisted with configuring and troubleshooting office apps on office issued Smart devices iPads, iPhones & Androids.
Maintained at least a 95% customer satisfaction to stay within SLA.
5
Apex Systems
Kaiser Permanente, Atlanta, GA
July 2016 – December 2017 (Contract)
Virtual Support Analyst
Remotely I provided Virtual Support to Kaiser Permanente business partners related to issues on Windows 7 & 10.
Used SCCM to install or remove applications on user’s laptops or workstations.
Remotely installed or removed network printers per request.
Used Identity Portal to verify user’s identity before unlocking users accounts in Active Directory to perform password resets.
Resolve connection issues with connecting to Cisco Anyconnect application.
Used ServiceNow to update, edit and resolve service tickets.
Set user security policies in Active Directory per business partner’s request.
Created P drives for new hires, new departments and user groups per business partner’s request.
Assisted business partners with activating / deactivating Smart devices iPads, iPhones & Androids.
Assisted business partners with installing and configuring office apps on office on Smart devices iPads, iPhones & Androids
I assist with configuring and troubleshooting office apps on office issued Smart devices iPads, iPhones & Androids.
Troubleshot issues with Lotus Notes, Office 365 suite on Windows 7 & 10
Soltech PC Solutions Arlington VA, GA metro area
September 2015 – July 2016 (Contract)
PC and POS Hardware Field Technician
Provided onsite support to business partners for PC and POS (Point of Sale) hardware terminals running the Aloha OS.
Check problem hardware and tested to duplicate reported issue with hardware.
Once the issue was duplicated, I inspect hardware to determine if hardware could be repaired on site.
If a replacement had been shipped to site, I installed and configured the replacement hardware and tested operation.
Asked client with testing all functions, logging into the system & with closing out the end of day.
If client had issues with credit card settling and spool down recovery
Assisted with cable testing to determine issue and resolve network and PC connection issues.
Troubleshoot network connectivity issues in LAN and WAN environments.
Radiant Systems / NCR, Alpharetta GA
November 2006 – July 2015 (Permanent)
Help Desk Analyst
Remotely I provided technical support to business partners on POS (Point of Sale) terminals running the Aloha OS.
Setup and configured point of sale systems using Aloha POS Admin rights portal.
Troubleshot Backoffice inventory issues using inventory manager.
Configured menu on POS with Aloha menu assistant.
Resolved issues with system login by walking clients through resetting system passwords.
Remoted into client’s systems using Command Center to resolve issues with the end of day processes.
Assist clients with resolving printing reports.
I assisted clients with resolving credit card issues such as settling, spooling (offline mode) and spool down recovery.
I assisted clients with resolving issues with pricing and with installing new system update releases.
Experience with troubleshooting network connectivity issues in LAN and WAN environments.
Captured screenshots in Command Center, when call had to be escalated to the 3rd level help desk.
Troubleshot client’s VPN access and data access connection issues.
Put in request for an onsite tech to assist with cable testing to resolve network and PC issues that couldn’t be resolved remotely.
Performed testing and documented the results and assisted with creating training materials to assist with new hire training.
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