Customer Service It Specialist

Dan Livingston

IT Specialist

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

313-***-**** • Harper Woods, MI

Qualifications

Summary

Experienced IT professional with 12 years of experience in Customer Service, IT Administration, End-User, and Audio/Video support. Technically skilled in different operating systems, tools, software and hardware troubleshooting, and administrative responsibilities.

IT Administration

End-User Support

Hardware Software Support

IT Security

Telecom

User Account Management

LAN Administration

Audio Video Support

Career Experience

Customer Service Representative (contract/remote), WellMed - TruCare Health, Baltimore, MD 06/2025 to Present Managing healthcare insurance authorizations, notifications and other service requests received via incoming phone calls, faxes and portal submission. Confirming member eligibility; maintaining knowledge of various health plan partner benefits, networks, CMS regulations and health plan partner policies. Technical Analyst (contract/onsite) State of Michigan, Detroit/Lansing, MI 01/2023 to 05/2025 Provided IT support for a hardware and software upgrade project for the Michigan Gaming Commission Board. This project consists of moving users and objects from one domain to another. In addition to that project, I provisioned new hire accounts in active directory, map network drives, and manage user data migration. Through SCCM, I imaged PCs, assisted users with VPN setup, and unlocked user accounts. User Provisioning/DevOps Triage Support (contract/remote) Merative Healthcare Data Analytics, Ann Arbor, MI 03/2022 to 02/2023

Provided solutions to customers’ concerns related to account modifications in Active Directory, and the use of Truven Health’s software. In addition to my provisioning role, I was selected to assist in a DevOps project; where I was part of a Continuous Delivery Team that triaged requests from developers, engineers and managers for various access levels to GitHub Enterprise, Jenkins, Artifactory, and Sonarqube. Administrator/End-User Support (contract, hybrid) *OUAC, Guelph, Ontario 09/2021 to 11/2022

*Ontario Universities’ Application Centre

Supported PCs and Servers; provisioned users for the following: Active Directory, Office365, Tableau Portal, VPN

(FortiGate), VoIP (Net2phone), Adobe Console, Google Workspace. Supported Mac OS users by installing and configuring FortiClient VPN, and MS Remote Desktop for users that work from home. Supported Windows 11/10 users remotely and onsite. Modified and ran PowerShell scripts to query information on PCs and Servers. Demonstrated the ability to make decisions and assumed leadership without supervision. Think creatively within defined constraints. Met deadlines and managed workload to support core business processes. IT Specialist (contract, onsite) John D. Dingell Veterans Affairs Medical Health Center, Detroit, MI 07/2020 to 8/2021 Clearance: Public Trust

Provided 2nd level IT support for a hardware and software upgrade project at John Dingell VA Health Facility. I worked with various teams to provide a complete customer service, end-user experience, by maintaining an enterprise-wide desktop environment, consisting of 3,000+ desktop/laptop computers running Windows 10 located at various sites throughout Michigan. Imaged new desktop/laptops, provisioned new hire accounts in active directory, including mapping network drives, user data migration, and scanner/printer configuration. Assisted with keeping the deployment project on schedule by streamlining processes and assisting in inventory and project management. Worked with the Service Desk dispatcher to route requests to the proper resources for quick case resolution. Escalated service requests that required on-site or advanced support. Customer Service Analyst, (Formerly Aadya, onsite) Judy Security, Detroit, MI 08/2019 to 01/2020 Installed security measures and operated software to protect systems and information infrastructure. Monitored networks for security events and issues; investigated cybersecurity incidents. Worked with a team to identify appropriate courses of remediation and implemented corrective action plans as needed. Supported both Windows 10 and Mac OS environments. Documented and assessed potential and actual security incidents. IT Server & Desk-Side Engineer (contract, onsite), Gallagher-Kaiser, Troy, MI 12/2018 to 8/2019 Supported desktop and server operating systems. Provisioned user accounts in Active Directory; setup and managed email accounts, distribution lists, and shared mailboxes in MS Exchange; and managed Autodesk licenses for engineers. Utilized PowerShell script on new machines to remove Windows pre-installed bloatware programs such as games, weather, music and news. I created, tested and deployed images for desktop and laptop computers running Windows 10, by using Clonezilla, an open-source imaging and cloning utility. This reduced the setup time for the deployment of brand-new computers. Worked closely with the server administrator to implement patches/updates, and integrated routine software upgrades. Met deadlines and managed workload to support core business processes. End-User Support Analyst, CDK Global, Detroit, MI 04/2014 to 12/2018 Demonstrated strong customer service and facilitation skills with the ability to work with various support functions on multiple management levels. Experience with technical specifications, and end user documentation. Created and managed Active Directory and MS Exchange accounts for new hires, and VoIP accounts. Provided 2nd level support and administration for JAMF Pro to manage Mac hardware and software. Supported Windows 10/7 and supported MacOS. Utilized RSA console for VPN account administration. Troubleshoot issues with wired and wireless networks and supported general IT infrastructure. Managed audio/video equipment in collaborative spaces from small huddle areas to large conference rooms that included Cisco Telepresence. Provided 2nd level support and administration for Cisco Unified Communication Manager, which included Cisco VoIP phone provisioning, softphone, voicemail, auto attendant console, and Jabber.

Dan Livingston Page 2

Education Associate degree, Business

Henry Ford College, Dearborn, MI

Certification Dell Client Foundations 2021 Course ESCLID02555 Skills Operating Systems: MS Server: 2019, 2016, 2012, MacOS, and MS Windows 11, 10, 7 Ticketing Systems: BMC Helix ITSM, ServiceNow, Spiceworks, Salesforce Service Cloud Virtual Tools: Oracle VM Virtual Box, VMware Horizon View Client, Parallels Productivity: Office 365, Google G-Suite, Jira, Confluence, Bugzilla Collaboration: MS Teams, Zoom, WebEx, Slack, Jabber Remote Tools: BeyondTrust Representative Console, MS Remote Desktop, Citrix GotoAssist VPN: FortiGate, Cisco AnyConnect

Imaging: SCCM, Clonezilla

Security Tools: Symantec Endpoint Protection Manager, Microsoft BitLocker Administration and Monitoring Hardware:

Laptops: MacBook Pro/Air, Dell, HP, Lenovo, and MS Surface Pro

Desktops: HP, Dell, Lenovo

Multi-Function Printers: Xerox, Ricoh, and HP

Scanners: Fujitsu, HP

Telecom: VoIP (Net2phone), and Cisco Unified Communications Manager Audio Video: Cisco Telepresence, Crestron, Easy Worship, AudaCity 3.6, Visix Digital Signage Administrator Tasks:

o Azure o Active Directory o Exchange Admin o Office 365 Admin o MS Intune o CyberArk o JAMF Pro o Cisco Unified CM o Adobe Console o Druva inSync Cloud o Wiki/Twiki o Google Workspace o Github Enterprise o RSA Console o Tableau

Contact this candidate