Customer Service Active Directory

Manpreet Singh

(A+, Net+ Sec+, ITIL v* Foundation)

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

Objective: To maximize my potential and knowledge in the computer networking field and pursue a career in Information Technology.

Summary of Qualifications

• Effective organizational skills with the ability to manage multiple projects and meet deadlines.

• Self-starter who can learn quickly and can become productive very quickly.

• Ability to follow the guiding principles of ITIL best practice to provide optimum IT services and support to company's stakeholders, customers, as well as their end users.

• Exceptional customer service skills, account management, follow up, and sales.

• Excellent written and verbal communication skills.

• Ability to write engaging technical documents.

• Experienced in assisting users with the functionality and usage of hardware & software.

• Extensive knowledge of technology terms and developments.

Professional Certifications:

• CompTIA A+ Technician

• CompTIA Network+

• CompTIA Security+

• ITIL v3 Foundation

Technical Skills:

Software programs: MS Office applications including Excel, Word, Access and PowerPoint

Network Protocols: TCP/IP, IPX/SPX, NetBEUI, DHCP, DNS and WINS.

Operating Systems: Microsoft Windows XP, Windows 2000/2003/2008, Cisco IOS

Computer trouble shooting: Including hardware, software and network security vulnerabilities including wireless networks, firewalls and hardware security.

Academic Education:

Master’s in Computer Application

Work Experience

Knowledge Center Inc, Ashburn, VA, USA.

Mar 2012–June2012 - Internship

Built computer systems from scratch; including assembling computer hardware and installing OS, drivers, creating restore points and system imaging to make the systems ready for use.

• Provided Ethernet cabling and troubleshooting for cables, NICs and ports.

• Worked with Active Directory in assisting with managing accounts, unlocking accounts, adding users to requested groups, reactivating email addresses & modifying windows passwords.

• Configured routers and switches for a corporate model.

• Closely monitored all unresolved issues until resolved to ensure service level agreements.

• Used remote desktop, providing live customer support.

• Used hyper terminal to log on routers.

• Configured user accounts, user group policies, user rights assignments, auditing and application rights for a corporate model running Windows XP, Windows Vista and Windows 7 OS.

• Provided immediate support and timely resolution to customer/client questions and issues.

• Assisted users in resetting passwords & unlocking their account within Active Directory.

• Monitored all unresolved calls until resolved to ensure service level agreements.

• Ensured all standards and processes were followed to provide the best and most effective customer service possible thereby ensuring that all regulatory requirements were met.

• Gained hands on experience with Active Directory/Server 2008 Domain System, Hyper V, Hyper Terminal, VPN, Virtual Pc and software’ deployment.

Status: Permanent Resident

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