Customer Service Active Directory

DENNIS M CORBIN

** *** ******

EAST ORANGE NJ ***17

HOME: 973-***-****

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

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

Objective

To obtain an IT/Helpdesk Support position that utilizes my experience as an IT and Customer Service Professional in a challenging and learning environment to which I can bring my Honesty, Dedication, Great capacity for Learning and Hard Work.

Professional Summary

Information Technology Professional with over 10 years of IT experience including experience in the areas of LAN, Training Support, E-mail, Active Directory and Security etc. Skilled in troubleshooting network infrastructure and implementing software and hardware to support large user groups, supporting users at multiple remote locations, and effectively managing various tasks simultaneously. With a proven ability to translate business needs into technology requirements that support the company’s business objectives and to successfully manage all phases of IT jobs requirements and implementation. Excellent phone Technical Support and Customer Service skills.

Experience

UnitedHealth Insurance.

New York NY

06/201*-**-****

70% Phone Support and hands -on Technical Support for new users migrating to Windows 7 operating System. Resolved Applications and email issues relating to the migration.

Fixed network connection issues. Used DRA (Directory Resource Administrator) to add, delete and modify Users and objects in Active Directory. Fixed VPN connection problems, setup TRA and many other VPN related connection issues. Password Resets, setting folder, file access permissions and other user issues. Wireless setup for connecting with RSA tokens and other migration issues.

Cegedim Dendrite

Bedminster NJ.

07/2006 – 12/31/2010

Provided 2nd Level Tier support at Cegedim Dendrite for Eli Lilly and Johnson & Johnson Pharmaceutical Companies.

100% Remote phone support for a Customer Base of around 7,000 users and utilizing ticketing systems, Remedy and Clarify for tracking and QA. Troubleshooting diverse issues such as Microsoft Outlook, Word, email, Excel, Access and PowerPoint. Troubleshoot Network connection issues. Used DRA (Directory Resource Administrator) to add, delete and modify Users and objects in Active Directory. Fixed VPN connection problems, setup TRA and many other VPN related connection issues. Password Resets, setting folder, file access permissions and other user issues. Blackberry and Palm Treo support with windows CE. Troubleshooting wireless connections for remote users connecting with RSA tokens.

Solomon Shipping & Trading

Orange NJ

01/03/2004 – 12/2006

Supervised 3 Helpdesk Operators.

Supported about 2,000 Internal and external Customers with login requests and troubleshooting Software and Hardware.

Backup of network Servers and Applications.

Monitored Security and Routers for Intrusion and Hackers.

Ghosted Servers and workstations.

Implemented Access Lists on Routers and General router configuration.

Knowledge of Routing Protocols BGP, OSPF, EIGRP and RIP.

Worked with Cisco routers Series 2600, and 3700.

Troubleshoot and Repaired Desktops and Servers.

Troubleshoot Microsoft Excel, Access, Word and PowerPoint.

Knowledge of QuickBooks and Peachtree Accounting Software.

Installed and supported LAN’s and WAN in New Jersey and Maryland supporting users.

Seton Leather

Newark NJ

11/1998 – 12/2003.

5 years experience working in a fast paced Phone Support/IT environment. Reporting to IT Manager and responsible for all computer systems for Seton Company at headquarters as well as at 1 remote location.

Worked with a staff of 3 help desk workers in supporting 110 employees across 2

locations in Newark New Jersey

Participated in meetings to implement multiple IT projects to provide the

technology knowledge and vision to support the company’s business objectives. Upgraded all computer equipment from desktop to servers for locations. Integrated NT servers into the network. Involved in day-to-day operation of Microsoft network.

E-Mail and Security

Assisted in the implementation an STMP-based mail server and standardized the entire company on Outlook Express including creating an e-mail domain and managing users.

About 50% Consisting of Phone Support for Remote Users Via VPN’s Handled second-level/Third Level support of LAN issues for the company. Performed daily Microsoft administrative tasks including adding and deleting users, setting up shared areas, controlling data access, and managing print queues.

Trained users and administered e-mail for the Locations Worked with and Troubleshoot IBM AS400 Server applications.

Technical Skills

Operating Systems: Windows Server, 2000, 2003, 2008. XP, Windows 7, IBM AS400. Experience with Windows, Linux, Ubuntu and MAC Hardware break fix.

Applications: Microsoft Office Suite (97, 2003, 2007,2010) – Excel, Word, Access, Outlook, SharePoint. Acrobat & Crystal Reports ETC.

Hardware: Servers, Active Directory, Exchange Server, IBM AS400 Servers, Custom PC’s Configuration, Cisco Routers. Years of experience troubleshooting Printers, Telephone, Fax Machine, Copiers, etc.

Programming: Some knowledge of PHP, HTML and VBScript.

Education

1982 University Of Guyana----- B.A. Degree (Business Administration)

A+ Certification, Microsoft Certified System Engineer (MCSE), CCNA. MCTS

.

Professional References

Anthony Torres------ Supervisor at Cegedim Dendrite------Home Phone 732-***-**** Mobile 973-***-****

Michael Fageyinbo-------Certified Public Accountant-------Office Phone 973-***-**** Mobile 973-***-****

Myrtle Powers-------------My Landlord-----Home Phone 973-***-****

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