Active Directory Customer Service

Joseph D. Priester

**** ****** **., ************, ** 32221

Phone: 904-***-****

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

Objective

To provide application and hardware/software support in a Help Desk or Desktop Support environment utilizing a wide array of skills and tools to efficiently and effectively resolve issues.

Summary of Qualifications

Twenty years of customer service/technical support experience (hardware/software) in a variety of IT environments utilizing a wide array of tools including SMS, msconfig, MMC, terminal emulation software, Active Directory, Citrix, Dameware/VNC/SupportSoft remote connection software, imaging (Ghost/Sysprep), ePO/McAfee DLP, VPN (Cisco/RSA) and more. Tracked incidents in ticketing systems including HEAT, Onyx, ITSM Remedy, Service Center, Solver, Maximo and Case Management System.

Professional Experience

Open Systems Technologies, Inc., Jacksonville, FL March 2010 – September 2011

Helpdesk Analyst – Contractor

Environments: Windows XP/Vista/7, Mainframe (TSO, BOSS), Citrix, Active Directory on MS Server 2008 via web and MMC; Exchange 2007 with Outlook 2003-7; Remedy ITSM and Maximo ticketing systems.

• Supported Countrywide, Bank of America and Merrill Lynch financial, investment and technical staff in a wide variety of hardware, software and network environments. Client base: 50,000, internal; supported external clients with access to corporate web profiles.

• Managed Active Directory accounts; configured Outlook/Exchange/webmail; supported RAS/VPN/Cisco/Neoteris connection, token and account issues; troubleshot browser proxy/configuration issues; Blackberry device/synch/BES activation and account issues; network and remote connectivity issues, Microsoft how-to and configuration (Version 2000 to 2010); printer and scanner installation and functionality issues; EEPC encryption and McAfee DLP configuration; ATP (Cisco/Avaya/Rockwell/BT Turret telephony) troubleshooting.

• Worked well in a high performance/high volume call center with sensitive users and high-impact-to-revenue issues on a wide range of application and desktop support issues.

Sapphire Technologies, Jacksonville, FL December 2008 – March 2010

EBS-CEY Helpdesk/LAN Analyst III – Contractor

Environments: Windows XP through Vista, Mainframe (ATCTPX, TSO, COPTPX, CLPTPX), Citrix Metaframe, Active Directory on MS Server 2008; Exchange 2007 with Outlook 2007; Service Center ticketing system.

• Served as the go-to for support representatives on customer escalations for numerous high-profile customers such as Bank of America, Ameriprise, Morgan Stanley, Ford, Capital One, Signature.

• Resolved high-profile mainframe, POS/ATM and Active Directory account issues. Supported a wide array of applications (including MS Office) and hardware/peripheral setup and configuration. Utilized remote connection, assisted in printer setup, troubleshot PDA and Smartphone issues.

• Provided event management notifications through email, voicemail, and call outs for high-severity customer-facing issues during afterhours support in a 24X7 environment.

Fidelity National Information Services, Jacksonville, FL July 2007 – November 2008

Helpdesk Supervisor

Environments: Windows XP through Vista, Active Directory on MS Server 2008; Exchange 2007 with Outlook 2007; Service Center/Solver/Case Management ticketing systems; Blackberry Enterprise Server and Blackberry support; Cisco VPN.

• Supervised a staff of 12 technical representatives in support of 7,000 internal customers.

• Resolved a wide range of Tier I and II technical and complaint escalations in a LAN/WAN environment, including Blackberry, peripherals, MS Office/Outlook, Notes, desktop support.

• Assisted in implementing a new Avaya ACD, confirmed proper call routing, and conducted testing as a result of group reorganization. Served as primary source for coordination.

• Managed the knowledgebase on the Sharepoint team site and ticket queue through Service Center and website submission.

• Administered the call queue, handled overflow, managed voicemail support boxes and utilized Avaya CMS and IEX to ensure staff availability and coverage.

Fidelity Technology Solutions, Jacksonville, FL June 2005 – July 2007

Application Support Coordinator III/Tier 2 Support

Environments: Windows 2000 and XP, Active Directory on MS Server 2003; Exchange 2003 with Outlook 2003; Remedy and Service Center ticketing systems; Cisco VPN; Blackberry support.

• Provided inbound HW/SW/application support for a customer base of over 4,000 employees.

• Created, tracked and resolved issues using Remedy and Service Center ticket tracking systems.

• Performed Tier II support for VPN, Blackberry/PDA, Microsoft applications, and web support.

• Utilized Active Directory and other tools to manage domain and application accounts.

Unitrin Data Systems, Jacksonville, FL July 2002 – June 2005

Desktop Analyst, Team Lead, HEAT Administrator

Environments: Windows 95 through 2000, Mainframe/3270, Exchange 2000/2003 with Outlook 2000/2003; Remedy ticketing system.

• Designed and established new Help Desk; administered as Team Lead for three years.

• Provided reporting and querying via Crystal Reports and MS Office.

• Performed Tier-I and II and basic network support in Windows 2000/XP/2003 server and mainframe environments.

Computer Systems Technology, Inc., Kings Bay, GA Jan 2000 – June 2002

Senior Communications and Hardware Technician

Environments: Windows 95 through 2000; SMS Server 2000; Exchange 2000 with Outlook 2000; HEAT ticketing system.

• Provided technical support for Windows 95 -2000 desktops (hardware, software and peripherals).

• Managed the Help Desk as HEAT Administrator.

• Migrated over 100 government and military personnel desktops from Windows 95 to 2000.

Education

Bowie State University – Bowie, MD 1989 – 1991

Masters of Science, Management of Information Systems

University of Maryland University College – College Park, MD 1986 – 1989

Bachelor of Arts, Studio Arts with a Minor in English Studies – Cum Laude

Community College of the Air Force 1986 – 1988

Associate of Applied Science, Intelligence Collection

Computer Systems/Environments

286 and above Intel and AMD systems (laptops and desktops); LAN/WAN (Win3.11 through Windows Server 2008; Banyan/Vines; AS400); mainframe environments (Unix/Xenix and PowerTerm for terminal emulation); Citrix thin client; support a wide variety of peripherals (printers, NICs, wireless technology, scanners, PDAs); remote PC administration; database administration; account management in Active Directory/MMC. Basic SQL querying. VPN support for Cisco clients. EEPC and DLP for data security.

Software

MS Office 2000 through 2010; Oracle eBusiness Suite; Kronos timekeeping; GoldMine; HEAT Helpdesk; Onyx; Act!; Windows 3.1 through 7 OS; ITSM Remedy; Service Center; Maximo; SupportSoft; Norton and McAfee ghosting software; Adobe PhotoShop, PDF; SMS, sysprep and other push technologies; Lotus Notes; Visio/Project; AntiVirus software; PestPatrol; AdAware/ZoneAlarm; Crystal Reports; Dameware, VNC and Bomgar remote software; Avaya CMS and Cisco CUCM; Black Ice and numerous other security, productivity and industry-specific applications.

Contact this candidate