DunnAngelaRTech
Resume:
Angela R. Dunn
Richton Park, IL 60471
**********@***.***
Professional Summary
• Helpdesk/Call Center, Data Security Analyst, Technical Support, Lotus Notes Support, WinNT Network Administration, Customer Support, and Active Directory 2003 skills. Twelve (12) years of professional IT experience
• Recognized as having very strong customer relation skills, strong written and oral presentation, and excellent communication skills.
• Technical trainer.
• Received a cash bonus for a successful and timely completion of an Active Directory migration project requiring technical and professional leadership of 5 employees.
• Self-motivated and self-directed, requiring a low-level of direct supervision to accomplish support and leadership responsibilities.
Technical Skills Summary: Novell NetWare 3.x, LAN, Microsoft Office Products, Lotus Notes, Microsoft Exchange, Windows XP, Windows 20003 Active Directory, McAfee Anti-Virus, PC Anywhere, Enterprise Administrator, Vantage DB, Heat Call Tracking, Symantec Ghost, Windows Domain Administrator, McAfee Anit-Virus.
Communications: Strong written and oral presentation,
Business: Accounts receivable, accounts payable, bookkeeping, trainer and technical leadership.
EDUCATION: Programming and Systems Institute of Flint, MI-Computer Programming and Operations - January 1990, GPA - 3.2. Certificate of Completion for Windows NT Administration Course.
Certificate of Completion for Internetworking with TCPIP Course.
Experience:
08/97-04/07 Compuware Corporation, Detroit, MI Technical Support Specialist.
• Responsible for updating and keeping track of all known viruses and virus information. Requires use of the Internet and downloading upgrades, keeping company employees informed of new and old viruses and their effects and implementing their fixes across the network to client machines and servers.
• Domain Administrator responsible for creating, changing and deleting all employees username/Id’s on the network for use on the company domain using Active Directory 2003. Creation of all email address accounts and firewall accounts to access the Internet. Also responsible for maintaining the databases for each one by deleting terminated employee and unused accounts. Trained several Domain Admins on how to use Active Directory to create user accounts and network shares and how to grant access to shares, including how to troubleshoot any potential problems that arise with network logon account and password. .
• Migrated 300 user accounts, including several printers and servers from one domain to a focus domain and provided access to resources on other domains so that job functions could be performed for each user.
• In charge of Implementing and setting up the server to be used as the tool to upgrade remote serves and client machines for updates on virus software .dat files and scan engine using Management Addition ver 2.5 by Network Associates. Administrator of this tool via my client machine for software upgrades. Also responsible for making sure that all servers on the domain/network meet company security standards and regulations. Performed daily security audits of all servers on the domain.
• Interacts with client\end user community on a daily basis to troubleshoot problems with network logon id access and password problems. Implement and enforce network security policies and procedures for over 4000 end users on the domain. Ensure network LAN/WAN security access and protect against unauthorized access, modification, or destruction. Tracking all problem and resolutions in HEAT Call Tracking DB.
• Creation of all documentation on security policies and procedures globally to be used by all Domain Administrators across the network, periodically monitors how they are used by each Admin to ensure the securest environment possible.
• Part of the Active Directory Migration team that implemented GPO Policies and Domain Structure across the company network using Active Directory 2003 MMC.
• Participates with the after-hours on-call rotation schedule and receives daily Helpdesk trouble tickets assigned to the Security team queue utilizing the Heat Call Tracking database management system.
Compuware Corporation, Detroit, MI Desktop Support Technician
• Assists staff and remote users with difficult application problems; responding to and resolving end user technical problems regarding equipment and software performance capabilities.
• Installation/maintenance of operating systems, new releases and upgrades, and supporting products.
• Creating and managing user directories and files on client/server platform; Coordinating installation of workstations and printers on the LAN; Adding and maintaining users on the network;
• Assign application access, set up security, and ensure that user configurations meet standards.
• Assisting in maintaining and troubleshooting network hardware and software such as routers and servers; Assisting in performing LAN/WAN tasks to ensure systems are functional. Tasks include backups, maintenance of LAN hardware, configuring network cards and Protocol setting, etc.
• Installation and setup of PC hardware for employee use, making sure all LAN, Network Shares, and Printer connections meet expectations. Most recently part of the migration team to migrate the entire network to Windows 2003 Active Directory Domain Structure, over 5000 employees globally.
9/95-08/97 AEROTEK, Grand Blanc, MI (EDS contract) Helpdesk\Call Center Analyst.
• Answered questions on system procedures, on-line transactions, and system status and down time.
• Analyzed operating problems and arrived at workable solutions.
• Performed troubleshooting of problems regarding setups, error messages, installations, terminals, controllers, printers, EDSNET and Network password resets.
• Entered and tracked calls in a Clientele Call Tracking DBMS.
• Coordinated problem resolution with second level support and management.
• Review user requirements to make changes to existing systems and for the development and implementation of new systems.
AEROTEK, Grand Blanc, MI (EDS contract) PC Support Specialist.
• Answered questions regarding systems procedures, on-line transactions, system status, and system down time.
• Analyzed operating problems for PC hardware and software and arrived at workable solutions.
• Performed troubleshooting of problems regarding setups, error messages, and installations of software, terminals, VAX system, controllers, printers, EDSNET and Network password resets.
• Entered and tracked calls in a Clientele Call Tracking DBMS.
• Review user requirements for changes to existing systems or development of new systems.
Special assignments include: 3.0 Migration Team resource, installing 8 Meg SIMM cards to LAN printers and upgrading the firmware versions using Jetadmin utility and the Hpdwnld utility.
AEROTEK, Lansing, MI (Jackson National Life Insurance Co.) Helpdesk\Call Center Analyst.
• Provided first level support to customer over the phone inquiries regarding system procedures, on line transactions, system status, and down time.
• Analyze operating system problems and determine a resolution.
• Troubleshoot problems regarding setups, error messages, explaining installation of software, printer setup, terminals, controllers, EDSNET and Network password resets.
• Entered and tracked calls in an AT&T/ Lucent Technologies Call Tracking DBMS.
• Coordinated problem resolution with second level support and management.
• Review user requirements for changes to existing systems for development and implementation of new systems.
AEROTEK, Grand Blanc, MI (EDS contract) Helpdesk\Call Center Analyst.
• Answered questions on system procedures, on-line transactions, and system status and down time.
• Analyzed operating problems and arrived at workable solutions.
• Performed troubleshooting of problems regarding setups, error messages, installations, terminals, controllers, printers, EDSNET and Network password resets.
• Entered and tracked calls in a Clientele Call Tracking DBMS.
• Coordinated problem resolution with second level support and management.
• Review user requirements to make changes to existing systems and for the development and implementation of new systems.
Contact this candidate