SUMMARY:

My previous job, I did provide server management, network support, Active directory administration and all equipment conferences including audio and video digital archive. I do provide in - person support (Rollout), over the phone, email and network-based technical service and support for internal and external clients/users in windows 10.

TECHNICAL SKILLS:

• Desktop management: ITIL and Data Center
• Windows: XP, 7, 8, 10
• Servers: NT, 2000, 2008, 2012
• Database: SQL server 2012 and 2014
• Mac: OS 10, 4, 5, 6, and 7
• Network: Cabling, Routers, Switchers, and VoIP
• Images: SCCM, Clonezilla, and Ghost
• Remote: LogMeIn, Meraki, Event Viewer, and Proxy
• Ticketing: ServiceNow, MCSMand Remedy
• Applications: Office 365, Project, Visio, BI, Skype, JDE 9.1, Citrix, and Adobe Products
• Emails: Outlook, and GroupWise
• Browsers: Explore, Chrome, Firefox, and Opera
• Mobile Devices: IPad, IPhone, and Galaxy
• MS SCCM OSD: Image Development and Deployment
• MS SCCM 2012: Design, Configuration, Administration
• Microsoft Active Directory
• Microsoft Active Directory including Azure, PowerShell, ADFS and Oracle Directory Server .

PROFESSIONAL EXPERIENCE:

Level III Desktop Support

Confidential, Minneapolis, MN

Responsibilities:

• Supporting Microsoft window 10
• Support All Microsoft Applications
• Ensured PC communication and connectivity to LAN/WAN
• Network printing/printer troubleshoot
• File sharing
• Internet application connectivity
• Microsoft TCP/IP network protocols
• Using Active Directory to reset and unlock password
• Troubleshoot and repaired PC's and Laptops

Level III Desktop Support

Confidential, Saint Paul, MN

Responsibilities:

• Managed IP printers
• Remote support: laptops, IPhone, Galaxy, and applications
• Office 365, 2013, and 2016
• Ensured PC communication and connectivity to LAN/WAN
• Network printing/printer troubleshoot; File sharing
• Installing applications and images
• Active directory and server application network administrator
• Managed Group Policy
• Remote support: laptops, IPad, IPhone, Galaxy, and applications
• Installing applications and images through SCCM

Level III Desktop Support

Confidential, Bloomington, MN

Responsibilities:

• Managed ITServicenow
• Microsoft Active Directory
• Microsoft Active Directory including Azure, PowerShell, ADFS and Oracle Directory Server
• Active directory and server application network administrator
• Managed Group Policy
• Remote support: laptops, IPad, IPhone, Galaxy, and applications
• Verify backup operations, ensuring all required file systems
• Citrix, XenApp, XenDesktop, VMware, View ad Horizon
• Azure Cloud services and hyper-converged
• Administration of user access and permission includes files
• Office 365, 2010, 2013, and 2016
• Ensured PC communication and connectivity to LAN/WAN
• Network printing/printer troubleshoot; File sharing
• Installing applications and images through SCCM

Level III Desktop Support

Confidential, Saint Paul, MN

Responsibilities:

• Managed IP printers
• Remote support: laptops, IPhone, Galaxy, and applications
• Office 365, 2013, and 2016
• Ensured PC communication and connectivity to LAN/WAN
• Network printing/printer troubleshoot; File sharing
• Installing applications and images

IT Support

Confidential, Minneapolis, MN

Responsibilities:

• Provided a high customer service level through assisting end users, both internal and external, with systems, software applications, and other technical-related issue.
• Repaired, installed and maintained PC hardware and software as needed to ensure user productivity. Supported the following software packages
• Microsoft Windows XP/7
• Administrative office 365
• Microsoft Office 2003/2007, including Word, Excel, PowerPoint, and Outlook
• All Internet applications: explorer, Firefox, and Netscape
• Ensured PC communication and connectivity to LAN/WAN
• Network printing/printer troubleshoot
• File sharing
• Internet application connectivity
• Microsoft TCP/IP network protocols
• Used Service Desk Management, Dame-Ware and Active Directory
• Troubleshoot and repaired PC's and Laptops
• Resolved customer complaints and provided network support
• Provided technical support for fax machines, printers, copiers
• Permitted Shared Mailboxes Using windows exchange
• Granted Access Users to Accounts and reset passwords or disable
• Provided users Access to Applications and Network Directories
• Solved Ticket issues through Remedy software
• Symantec System Recovery setup and installation
• Norton Ghost 10, 14, 15.0 setup and installation

Confidential

Director of Metro Alliance Outreach Coordinator

Responsibilities:

• Participated in various minority student recruiting and retaining events
• Approximately I recruited more than 6000 students and retained more than 3000 students
• Provided assistance in planning and coordinating several campus events
• Served as an advisor for various student groups and organizations in different Metro Alliance Institution.
• Helped diversity office of the office of the Chancellor to find a search committee
• Building a website for Metro Alliance Outreach Project
• Planed and implemented the Peer-to-Peer mentoring program
• Managed and saved over $1,500/year in designing flyers materials.

IT Support

Confidential, Minneapolis, Minnesota

Responsibilities:

• Provided customer support via phone, web and email
• Provided internet support and troubleshoot connectivity issues
• Monitored, reported, and determine the cause of any failure that might occur on the systems and take appropriate action to correct the problem
• Documented problem calls and incidents according to procedures
• Record all incidents in the Remedy Ticketing System

Confidential

Education Assistant translator

Responsibilities:

• Provide students assistance to easily assimilate into the American educational system.
• Organizing diversity events
• Mentoring students to graduate from high school and encourage them to attend colleges or universities.
• Advising and mentoring
• Working with student clubs and coordinating various Multicultural Programs

Desktop Support

Confidential, Saint Paul, Minnesota

Responsibilities:

• Maintained virus protection to all computers and servers
• Troubleshoot and repaired PC's and Laptops
• Image ghost
• Resolved customer complaints and provided network support
• Provided technical support for fax machines, printers, copiers