Technical Support Active Directory
Resume:
JILL KAILA
248-***-**** *******@*******.***
EXPERIENCE
Systems
Windows Server Active Directory 2008, 2012, 2016 support and administration, Windows 7, Windows 2000, Windows 10, Windows 11, Hyper-V, UNIX (AIX)\Linux, HP-UX, Apple Ipad, Iphone Microsoft Intune, Windows Azure, Airwatch smart device administration and support, AT&T FAN administration, Microsoft Exchange Client technical support. Microsoft Teams Support, engineering application support (Matlab, Simulia, Ansa Beta CAE, CREO, Dassault Solidworks, Carsim, CANoe, etc.), Solarwinds network monitoring. Laptop/Desktop/Server hardware, software and technical support for Dell, Toshiba, Lenovo, and HP laptops and workstations. VMWare Horizon Client support. Juniper VPN, Big IP VPN support. SQL data analysis.
Protocols
TCP/IP, Uniflow, IPX/SPX
Languages
SQL, Powershell
Ticketing Systems
ServiceNow, Remedy
Arrow Strategies, Royal Oak, MI
Level 2 Systems Technical Support – Domino Farms Corporate Headquarters, Ann Arbor MI 10/2024 – 1/2025
Provided configuration, application and technical support for Dell laptops.
Provided Microsoft Azure and ADUC on premises Active Directory administration.
Provided technical support for Windows 10 and 11 operating systems.
Provided installation, configuration, application installation and support for all corporate iPhones
Provided active directory and Intune user, group and device domain administration for supply chain locations nationwide.
Provided VPN support for remote users (Big IP VPN).
Performed inventory management for office laptops and workstations, and Engineering laptops.
Provided VMWare Horizon Client support for developer laptops.
Cognizant Staffing, Phoenix, AZ
Level 2 Senior Systems Administrator\Technical Support - Toyota Motor Co, R&D, Ann Arbor MI\York MI 8/2020 – 9/2024
Provided laptop, desktop and engineering workstation hardware support for models Dell, HP, Lenovo and Toshiba models.
Provided Windows 10 and 11 operating system support for all laptops, desktops and engineering workstations.
Provided engineering software installation and support for HP engineering workstations and engineering laptops (Matlab (all versions), Autocad, Auto Inventor, CATIA, Ansa Beta Cae, Carsim, Simulia, Avl Excite, Comsol, CATIA, Nastran, Abacus, Simulink, etc.).
Provided installation, configuration, application installation and support for all Toyota corporate phones (iPhone (all models) and Samsung Android platforms) and iPads (all models), including Intune and Airwatch administrative support. Also provided AT&T FAN Administration.
Provided active directory and Intune user, group and device domain administration for Ann Arbor R&D and York domains\sites.
Performed group policy administration for Ann Arbor R&D and York sites.
Provided VPN support for remote users (Juniper VPN).
Performed inventory management for office laptops and workstations, and Engineering laptops and Workstations (Lenovo, HP, Toshiba models).
Provided Azure active directory administration.
Provided VMWare Horizon Client support on engineering laptops.
Provided both Airwatch and Intune Android and IOS smartphone and iPad software and hardware support.
Performed asset management using ServiceNow ticketing system.
Genesis10, New York, NY
Fleet Systems Software Operator\Validator – Waymo
Novi, MI 1/2020– 3/2020
Performed fleet monitoring and operations using proprietary software.
Performed Q.A. testing support for driverless vehicles utilizing proprietary software.
Brooksource Technical Youth, Royal Oak, MI
Active Directory Administrator\SQL Analyst – Oakwood Hospital
Dearborn, MI 5/2016 – 7/2016
Provided active directory user and group administration on Windows Server 2016, 2012 and 2008 Domain Controllers using ADUC and Powershell Scripting.
Provided data mining and analysis, Oracle SQL Reporting for active directory object migration project across Oakwood and Beaumont Hospital multi-master domain prior to hospital merger.
W3R Consulting, Southfield, MI
Active Directory Infrastructure System Administrator – Comerica Bank
Auburn Hills, MI 11/2014 – 1/2016
Provided active directory user, group and object administration and technical support on Windows Server 2012 and 2008 Domain Controllers via ADUC and Powershell scripting.
Performed NFS file share administration for Comerica RBAC (Role Based Access) security consolidation project.
Using Powershell SQL and AD modules, successfully performed active directory object data mining for Comerica RBAC security consolidation project.
Performed Windows Server 2012 Hyper-V virtual domain controller builds and created technical documentation for virtual server build process. This technical documentation was adopted as the standard process for the build.
Performed MS SQL Server standalone administration.
Performed SQL data mining and analytics for active directory user, group and object migration and integration for Comerica RBAC security consolidation project.
Advantage Technical Resourcing, Dearborn MI
Software Support Engineer – Ford Motor Co., Dearborn, MI, 3/2014 - 11/2014
Provided SQL database and query support for RBAC application and SQL database security upgrade project at the Ford Motor Co. Prototype Plant as direct support to Java development team.
Provided Active Directory user\group administration and desktop hardware and software technical support.
Provided second level desktop support and administration for Windows 7 and Windows XP operating systems.
Supported HP and Dell model desktop and laptops.
Supported Juniper Clientless VPN for Wintel and IPad.
Provided remote networking support at home offices and Independent Branches for Financial Advisors.
Provided Citrix XenApp thin client support for Windows 7 and IPad.
Performed RSA Token management and technical support.
Provided application support for users.
Supported Microsoft and Outlook 2010 clients.
Brooksource Staffing, Royal Oak, MI
Second Level Technical Support\Engineering Application Support – American Axle and Manufacturing, Rochester, MI, 5/2013 - 3/2014
Provided administration and technical support of Windows 7 and Windows XP operating systems and successfully completed Windows 7 operating system migration project at Technical Center location.
Provided hardware technical support for Dell laptops and workstations (multiple models) for technical center plant floor and Test Engineering offices.
Provided engineering application support, including license manager administration and application migrations\rollouts for test and component engineer applications: (Matlab 2006a – Matlab 2013a, Vector Cantech, CANoe, National Instruments, Cosmic\Zap Compiler).
Provided IDF cable management, access level switch administration and troubleshooting.
Supported Juniper and Fortinet VPN web-based clients, Outlook2007\2010 clients, Lync 2010 and Sophos Antivirus clients.
Provided Active Directory administration, security group administration, user administration, group policy administration, user account setup, network share drive setup in a Windows server mixed mode environment.
Performed SCCM package distribution, software\hardware inventory management.
Kelly IT Staffing, Troy MI
Level 2 Technical Support, Raymond James Financial, Southfield, MI, 1/2013 - 5/2013
Provided Active Directory user\group administration and management.
Provided second level desktop support and administration for Windows 7 and Windows XP operating systems.
Supported HP model desktop and laptops.
Supported Advisor Access broker application suite.
Supported Juniper Clientless VPN for Wintel and IPad.
Provided remote networking support at home offices and Independent Branches for Financial Advisors.
Provided Citrix XenApp thin client support for Windows 7 and IPad.
Performed RSA Token management and technical support.
Supported Microsoft Office 2010 Professional.
Provided application support for users.
Supported Microsoft Outlook 2007 and Outlook 2010 clients.
Provided Sophos Antivirus and Firewall client support.
Supported Blackberry, iPad and iPhone devices.
Provided Executive Level end user support for Financial Advisors.
RSA Corp. Staffing - Houston TX
Level 2 Technical Support - Huntsman Polyurethanes, Auburn Hills, MI, 6/2012 - 1/2013
Provided Active Directory User\Group management and support (user account creation and moves, group nesting, Citrix application access management via Active Directory).
Provided second level desktop support and administration for Windows 7 and Windows XP operating systems.
Provided network monitoring via Solarwinds web-based tool.
Provided Citrix XenApp thin and fat client user and application support for Windows 7 and Windows XP Citrix farms.
Provided application support for desktop\laptop users.
Performed Application package delivery, management and troubleshooting via SCCM tools.
Provided AT&T VPN client and RSA Token management and technical support.
Provided Lotus Notes 6.5, 7 and 8.x Client administration and support.
Provided Symantec Antivirus client support.
Supported Blackberry, IPhone and IPad devices.
Siemens Communications - Rochester, MI
Network Architecture Technical Writer – Henry Ford Health Systems, 6/2011 - 6/2012
Designed and authored Network Architecture and Security Services Service Catalog for HFHS. The subsequent ITIL catalog design for the Network Architecture group resulted in the entire I.T. Department adopting the format of the ITIL Service Catalog
Designed, organized and developed the Henry Ford Health System Service Catalog.
Organized and authored technical documentation for Network Architecture, Change Management and ITIL departments.
Provided network monitoring via Solarwinds web-based tool.
Created Network Architecture design and topology documentation.
Interfaced with network architects, network engineers and other technical support staff in Network Engineering and Network Security groups.
Managed Change Management process within Network and Security Group.
Hewlett Packard - Pontiac, MI
Remote Support Service Desk Representative – Proctor & Gamble, 4/2010 - 6/2011
Provided global technical support for client Proctor & Gamble, including Windows XP, Windows 7, Microsoft Office 2003\2007\2010, Outlook 2003\2007\2010, PC Data Backup, Active Directory and Group Policy administration, and Symantec Antivirus client.
Supported Marimba software deployment system.
Provided Active Directory user, group and device administration and technical support.
Supported Blackberry phones, MC50 and CN3 Sidekick scanning devices.
Provided technical writing for global knowledge database.
Provided Networking, Cisco VPN client and RSA administration and technical support.
Provided Executive Level end user technical support.
PSCU Financial Services - Auburn Hills, MI
Member Services Representative, 7/2009 - 4/2010
Performed remote credit union teller services by answering inbound service calls to assist credit union members with personal financial information, financial transactions and inquiries.
Provided transaction support for loan applications and investment products to credit union members.
Provided support for customer web-based banking and loan processing.
Integrated Microsystems – Farmington Hills, MI
Technical Support and Integration, 10/2008 – 2/2009
Provided Windows 2008 active directory server administration, Group Policy administration, hardware installation, configuration and technical support for clients.
Performed administration and support for Windows XP desktops and laptops.
Performed networking\LAN troubleshooting.
Provided network monitoring via Solarwinds web-based tool
Performed and monitored backup jobs using BackupExec.
Performed Citrix Thin and Fat Client support.
Provided application support, including MS Office 2007\Exchange Client 2007.
Lason Systems - Troy, MI
Operations Support\Technical Support, 2/2004 – 9/2008
Provided end user technical support for Windows 2000. Personally developed the first official I.T. ITIL-compliant internal and external Helpdesk for Lason. Developed UNIX (HP-UX) operational support at the helpdesk. Provided subsequent HP-UX operational support at the helpdesk.
Provided installation, administration and technical support for all desktops (2003, 2000, XP Professional) at Livonia offices.
Provided Citrix Metaframe support.
Supported Microsoft Office 2007.
Provided Server Backup support using Backup Exec 9 and 10.
Performed builds of customer web-based digital document websites using IBM ViewDirect document management and Enterprise Administrator Software.
Performed shell scripting, proprietary application and batch processing support on UNIX (AIX) platform. Performed batch processing application migration from UNIX (AIX) Platform to Windows 2008 Server platform.
Performed data migration, quality control and management using SQL for the UNIX to Windows platform data migration project.
Performed technical writing and documentation for I.T. helpdesk.
General Motors - Pontiac, MI, Indianapolis, IL, Martinsburg, WV, Lordstown, OH
System Administration\Technical Support, 11/2002 – 1/2004
Performed national migration of General Motors branch offices and plant sites from to Windows 2000.
Provided installation, administration and technical support for all desktops at Pontiac Truck Plant and offices.
Provided Citrix Metaframe support.
Provided Microsoft Office support.
Provided Server Backup support using Backup Exec 9 and 10.
Provided Windows 2000 Server administration using Active Directory. Maintained change control process between scheduled office migrations.
Performed shell scripting, proprietary application and batch processing support on UNIX (AIX) platform. Performed batch processing application migration from UNIX (AIX) Platform to Windows 2003 Server platform.
Performed data migration, quality control and management using SQL for the UNIX to Windows platform data migration project.
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EDUCATION
Henry Ford Community College
(Graduate, Cisco Networking Academy)
Oakland County Community College
UNIX/Linux Administration
Windows 2003 Server Administration
Windows 2012 Server Administration
Intro to Database Systems – SQL
Database Administration
Wayne State University
C ++
German, Latin, Italian, French
CERTIFICATES, TRAINING AND AWARDS
Azure Certification – Cognizant
ITIL v3 Foundation Training Certification
Microsoft Certified Training for Windows Server 2008, 2012
Microsoft Certified Professional Certification
Hewlett Packard NetServer Server Hardware Certification
Silver Medal, National Latin Competition
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