IT Support Specialist with Office 365 & AD Expertise

VINCENT POWERS

**** **** ****** ***** *** 770-***-****

Riverdale, GA 30296 *******@*****.***

CAREER SUMMARY

Experience include installing, configuring and supporting desktops, laptops, and servers operating systems and applications on a variety of platforms which include Windows, Windows Server, Macintosh OS and Linux, Citrix/Xenapps. Also support and repaired and replaced various computer hardware and peripherals including Dell, HP, Lenovo and Apple/Macintosh.

PROFICIENCIES

Active Directory, MDT, LAN/WAN, DNS, TCPIP, DHCP, SCCM, and Windows 11, Apple/Macintosh, High Sierra and Mojave, MSOffice 365, Windows Server 2012, Hyper V – Virtual Servers and VMware Servers, Service Now, Cisco VPN, RDP, TCPIP, Cisco Routers Cisco Switches, modems and Hubs, IPhone, IPads, Smartphones Phones and tablets.

PROFESSIONAL EXPERIENCE

Senta -Atlanta, GA 07/2024 to Present

IT Support

Support Windows 10, Windows 11, MS Office 365, Active Directory, MS Admin Portal and Microsoft Server 2012

Installed Firewalls, Switches, Routers/Modems Primary and Secondary Circuits

Ogletree Deakins – Atlanta, GA 07/2021 to 03/2024

Site Support Specialist

Second and Third level face to face and remote support for approximately 125 attorneys and staff.

Support includes Windows 10, SCCM, Active Directory (NETIQ), VPN, and Office 365.

Image, reimage laptops and also backup former employee’s data.

Setup up Audiovisual in conference rooms for Court Matters /Depositions

Server Room maintenance and replacement of PDU’s, switches, routers and cabling.

Morehouse School of Medicine –Atlanta. GA 02/2020 to 07/2021

IT Help Desk 2

First Line of technical support for approximately 600 medical students.

Provide white glove support via the Technology Bar. Also supported students via email, telephone, and remotely.

Support includes Windows 10, MS Office 365, Active Directory, VPN, Network connectivity and Asset Management

Also reset passwords, image and reimage computers and distribute new laptops to new incoming students.

Cox Enterprises – Atlanta, GA 09/2019 to 11/2019

Help Desk

Served on the Helpdesk answering level one and level two telephone calls

Support included resetting passwords, laptop and desktop hardware refresh and Windows 10 Migration

Supported Service Now, Active Directory, SCCM, Pulse Secure VPN and Office 365

IBM/Anthem Technology Center (Office of the CIO) – Atlanta, GA 11/2017 to 06/2019

Senior Field Support Analyst

Supported 1800 plus users at Anthem Technology Bar.

Supported Windows 7, Windows 10 and Apple Macintosh Operating Systems(Sierra, High Sierra and Mojave)

Instrumental in a Windows 10 Migration and Office 365 Migration for 1800 users.

Use Active Directory and SCCM to support the end users. Users support include but not limited to unlocking and resetting passwords, installing applications, imaging laptops, setting up and configuring wireless connections, installing and configuring IPhones and IPads. Dell Latitudes and Mac Book Pros are the hardware standard.

Open Systems/Norfolk Southern – Atlanta, Georgia 07/2015 to 11/2017

Client Technology Services Support (CTSS)

Contractor at Norfolk Southern Corporation working as field support on the CTSS information technology team.

Used MDT technology to image Dell, Lenovo and HP laptops and desktop with Windows 7, 8 and 10 Operating Systems.

Used Active Directory to support end users, computers and other devices.

Answer and resolve end users computer applications, OS, hardware and printer problems in HP Service Desk ticketing system. Support included Remote users.

Vincent Powers PAGE 2

HP Enterprise Services – Tucker, Georgia 04/2013 to 07/2015

Senior Desktop Side Representative

Support Active Directory, VPN, Windows 7, MS Outlook/Exchange and Windows Server 2008

Image Laptops and desktops. Also responsible for commissioning and decommissioning PC Hardware.

Racked and stacked Blade servers in the NOC. Supported VMware Servers.

Southern Insurance Underwriters – Alpharetta, Georgia 02/2012 to 04/2013

System Support Analyst

Support desktops, laptops, and servers. Support includes Windows XP, Windows 7, Windows Server 2008, MS Exchange 2007 and 2010, Agency Information Management and Image Right.

Resolve software, hardware and network related problems

Data Center Support included Physical and Virtual Servers. Racked and stacked blade servers

Randstad Staffing – Atlanta, Georgia 01/2011 to 12/2011

Atlanta Public Schools/Cobb County Schools District

Sr. Desktop Support/Technical Team Lead

Level two and Break Fix support for Atlanta Public Schools. Responsible for supporting four high schools and two middle schools. Team Lead for Cobb County Schools imaging and deployment project. Technical Team Lead for Cobb County School District laptop and desktop imaging and deployment project

Successfully supported over 400 teachers, principals, faculty and staff members on Desktops, laptops and Macintosh Computers.

Supported over 2000 Personal Computers and Macintosh computers in classrooms, Media centers/Libraries and Technology Center Laboratories.

Maintained 98% Level of Service under fast paced environment and high ticket call volume. Supported Windows XP Window 7, Linux and Macintosh Operating Systems. Support includes applications installation, local and IP printer installation and set-up, Profile and user set-up, data back-up and restore.

Radiant Systems – Alpharetta, Georgia 06/2010 to 12/2010

Sr. Technical Support Representative

Level one support for Point of Sale Registers and Terminals, Credit Card systems, Back office Servers, Point of Sales Applications, Ethernet Control Modules and switches. Answered incoming calls and created problem tickets.

Supported Radiant System’s POS customers via of telephone and remote control.

Supported Windows Server 2003, SQL 2005, ECM, Switches, POS terminals, and POS applications.

Installed applications, Upgraded Servers, installed patches and hot fixes

IBM – Atlanta, Georgia 2009 -2010

Sr. Deskside Support Representative

Duties included imaging desktops and laptops. Installing applications and printers.

Added and deleted computers and users from the domain using active directory.

Second level support which included 100% break fix.

Vincent Powers Page 3

SUNTRUST BANKS, INC. – Atlanta, Georgia 1999 - 2008

Infrastructure Planning Analyst 2,

Responsible for distributing applications and baseline images to more than 30,000 desktops and laptops computers. Applications were packaged with Wise Package Studio and distributed using Altiris, Bigfix and CCM. Provided support to branch and non branch lines of businesses, installing configuring and supporting applications on Windows Servers 2000 and 2003. Supported The Portfolio Genius (TPG) and Cash Master Forecasting. Maintained these groups, users and computers with active directory and Group Policies.

Suntrust Banks continued

Used Remote Desktop Connection, NETOP, LDM remote, terminal services, and carbon copy to remotely log into servers and workstations for installations, troubleshooting and Level 3 support.

Installed and supported server and web applications on multi environments.

Member of 15 person conversion team that deployed more than 500 servers and 4000 workstations to more than 400 branches in 10 months in the Mid-Atlantic region.

Accomplished integration for platform solutions with little or no side effects integration was described by management as “never to be matched”

Provided 3rd Level support for branch and non-branch end users and nightly support and resolution for install teams.

EDUCATION

Bachelor of Science, Mechanical Engineering - Georgia Southern University - Statesboro, GA

A Plus Certified

HDI Desktop Advanced Support Technician

HP/Compaq Certified

Dell Certified.

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