Active Directory Technical Support

Lurie Dixon

*****.*******@*****.***

Open to remote/Telework

Career Objective: To work in an organization where my acquired knowledge and technical skills will be utilized to meet and exceed growth objectives.

Open to new opportunities

Professional Qualifications

Office 365/Outlook

Service Now, CRM, Heat, Clarify, Remedy

Active Directory

Excellent written and verbal communication skills

SharePoint user

Pulse Secure VPN// Ivanti Secure Access client

Analytical and problem-solving skills

Support of core organizational business processes

SME to specific workers

Cisco VPN AnyConnect Secure Mobility

Ivanti

Knowledge of Juniper

IOTIS for learning and LMS

Onboarding and offboarding for new hires and exiting employees

Technical Skills

Operating Systems:

Windows XP, 7, 10 & 11

MS Office: Word, PowerPoint, Access, Excel

Remote Tools: Microsoft Teams,

Team viewer, RDC Remote

Webex, Net Meeting, Go to Assist,

Regedit Remote Registry Editor

Certification Active Directory group policies 2025

Power shell and active directory

Active directory back up

Active directory and group policy

Professional Experience

Georgia Department of Human Services 06/2020 – Present

IT Help Desk III/ Remote/Telework

Platform 28 Customer Engagement

Remote in worker’s computer via Teams

Outlook accessing office 365

Outlook managing account settings add an account switch account out

Add a language to outlook like

Know policies for OIT

Main use for Outlook is Email

Create tickets in Service now for case workers and supervisors

Triage case issues with the Georgia Gateway Application

Policies and rules for the State of GA

Training other workers on the applications

OKTA

DHS Contract V-Soft Consulting 01/2017 – 06/2020

Level II Support Analyst

IES HD Password resets

Tickets are created in Remedy

Training new Associates on the system

Email Microsoft Outlook office 365

Special Projects Query data and generate reports using Oracle Ruby.

Case Finds for UAT

The Weather Channel 05/2016 – 08/2016

Junior IT Analyst

Provided technical support to the Network Operating Center.

Created service tickets and provided resolution to reported issues,

And triaged Facilitated bridge line between network and vendors.

Supported both Windows and Mac environments.

Network trace routes and Socket feeds

X Matters.

Active Health 09/2016–11/2016

IT Analyst

Responded to telephone and email inquiries.

Provided technical support for Aetna members and providers.

Create incident tickets in Service Now for issues needing escalation to the development team.

Analyzed recertification data in several databases and complied data on excel spreadsheets

Adhered to HIPAA and other regulatory Guidelines

Reset passwords and provide navigation and application support to end users

Optum360 01/2015-05/2015

Enterprise Computer-Assisted Coding Platform

IT Analyst

Trained users on system upgrades.

Installed docking station and Laptops.

Utilized Cisco Jabber for interoffice Instant Messaging.

Provided IP Phone Agent Cisco ACD support.

Documented issues in the Ticketing system Service Now CRM

Provided support for client services, small facilities and hospital coders.

Supported CAC Enterprise Application /Client On boarding

Aaron Rental Stores 05/2014-01/2015

Client Support Analyst

Provide customer support for all Aarons Retail Stores

Supported staff in using the Kronos application for time accounting and for system access tracking.

Utilized ticketing system Service Now CRM to track projects.

Ran SQL Queries to produce Ad Hoc reports.

Used the Team Viewer tool to provide remote technical support to agents.

Responsible for Internal Batch Tool Domain Password set up and resets.

McKesson 12/2013- 12/2014

Customer Software Support Analyst

Responded to technical support inquiries from pharmacies for the prescription filling application.

Installed Java Script and Juniper software.

Provided technical support for POS Support working with Pharmacists and Techs.

Queried sure scripts application and pulled claims from the Control substance queue.

Cynergy Data 02/2010–09/2013

POS Support

Provided support for clients utilizing the company as a payment Gateway.

Provided Customer Service Support for payment processing to merchants within the restaurant and lodging industry.

Supported Secure Pay and the On-Line store merchant accounts.

Installed desktop printers and respective software.

Provided device security access to IOS Androids, Apple OS I Pad, iPod touch and I Phones.

Education

Computer Learning Center 1999-2000

Diploma in Computer Networking

DeVry University - Attended towards CIS degree

Computer Information Systems 2011-2012

Certification Active Directory group policies 2025

References available upon request

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