Customer Service Active Directory

DOUG McMINN

Cell 770-***-****

Email ****.******@*****.***

Certified Systems Support Analyst experienced with conducting large-scale software deployment, hardware break / fix, and system administration in LAN/WAN mixed OS environments. Consistently maintains a 97% sla and accurate inventories. Effective communicator who is able to explain complex concepts and ideas to non-technical individuals. Well-organized, self-directed, dependable and committed to successful conclusion of all endeavors.

PROFESSIONAL

INSIGHT GLOBAL Atlanta, GA 2011-Present

Contractor to Plum Choice, supporting HP

• Responsible for determining customer needs and selling a support program then provide the solution.

• Support provided through voice and remote access. Safepoint ticketing system.

• Installation of wireless networks, blue tooth devices.

• Provide PC tune ups, virus removal, installation of peripherals, support for all software on the customers machine.

• Taking ownership of all issues and seeing them through to a successful resolution, documenting.

COMPUCOM, Acworth, GA 2002 – 2008, 2010-2011

Technology Analyst

• Provide break/fix/Wan support to Bank Branch and Trust for all of their Desktops, Laptops, Servers, and printers in northwest GA, southeast TN, and southwest NC.

• Maintained asset inventory using Unicenter, ordered replacement parts as needed.

• Installation of wireless networks. Evaluated hardware for upgrades needs.

• Environment: WAN/LAN: Ethernet, and Remote Access (Tivoli), Active Directory, VMWare, VPN

• Hardware: Palm, Compaq, Dell, Gateway, and IBM desktops and laptops and servers. HP printers, and scanners. Cisco routers, Nortel Bayswitch switches, UPS VOIP (Cisco) Phones.

• Supported Operating Systems: NT Workstation, Win Professional 2000, Win XP, Server 2003 - 2008, Win 7, Active Directory.

• Received Bonus for numerous quarters based on customer service, skills, certifications and willingness to go beyond the requirements.

AXA CLIENT SOLUTIONS, Alpharetta, GA 2000 – 2001

Technology Engineer

• Served as System Administrator Wan/Lan with clients running Win95, Win 98, NT 4, and Windows 2000 workstations (laptops/desktops) and servers.

• Software Distribution and PC software inventory using UniCenter

• Environment: WAN/LAN: Ethernet, Active Directory, Unix

• Software: MS Office Suite, MS Project, Ghost, Lotus Notes, Profiles, Internet Explorer, Ghost, Insinc for Palms, VNC, Landesk, Insight Manager for Compaq

• Hardware: Compaq servers, Dell and IBM desktops and laptops, HP and Lexmark printers, and scanners. Cisco Routers and switches

• Maintained backups using ARCServe and IBM’s TSM insuring disaster recovery.

• Performed hardware break\fix on laptops, desktops, and servers

BROCKWAY STANDARD, Atlanta, GA 1999 – 2000

Network Support Specialist

• Provided phone and desk side support for NT Workstation 4, also network support and troubleshooting NT Server 4, Terminal Server 4.

• Environment: WAN/LAN: Ethernet, and Remote Access.

• Maintained and monitored application servers: Exchange, Terminal, SQL.

• Utilized MS SMS to trouble shoot and fix remote machines

HQ GLOBAL WORKPLACES, Atlanta, GA 1999

Help Desk Director

• Responsible for hiring, training, and evaluating employees.

• Technical writing responsible for writing support documentation for help desk.

• Troubleshot connectivity and hardware issues, PCs, laptops and network printers; TCP/IP, IPX/SPX protocols.

• Set up client software, user accounts, created forms in Lotus Notes 4.6. Monitored server utilization.

• Hardware: Compaq servers, desktops, HP printers, and scanners

CONTRACTOR AT STATE FARM, Alpharetta, GA 1998

Help Desk Specialist

• Worked in high volume call center, supporting NT Workstation 4, Windows 95, HP printers, laptops, Novel 5, SNA; using remote access to print spoolers, and AS400.

• Used call tracking software and escalated calls as needed.

SPECIALIZED TRAINING

CERTIFICATIONS / TRAINING

• A+, Server +; Network +, Dell, IBM, HP, Compaq (ASP) on the following platforms: laptops, desktops, workstations, and servers. HP LaserJet and Lexmark Printers.

• Windows 2000 & 2003 Sever and Professional, Windows XP Professional, Active Directory, Lotus Notes R5, Unicenter from Computer Associates – software distribution.

EDUCATION

Masters of Art, New Orleans Baptist Seminary, New Orleans, La 1990

Bachelor of Science (Business), Carson-Newman College, Jefferson City, TN 1988

Associate of Science, North Greenville College, Tigerville, SC 1986

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