Customer Service Active Directory
Resume:
Mark L. Harding
Richmond, Va. 23228
ablicx@r.postjobfree.com
Objective:
• Seeking a position in information technology that will best utilize my education
and experience.
Technical Skills:
• Working knowledge of troubleshooting hardware. Familiar with various operating
systems such as Microsoft and Linux for network configuration and installation.
Possess expertise in the workings of Active Directory servers, establishing
Organizational Units, implementing Group Policy Objects, installing and
configuring DNS, Internet Information Services (IIS) and Terminal Services.
Education & Certifications:
Techskills, Independence, OH, Certifications in CompTia and Microsoft.
Certifications earned:
•A+
•Net+
•Security+
•MCP
•MCSA
•MCSE
Professional Experience:
FedSys, Inc./Department of the U.S. Army, Fort Lee Va., February 2010 -
September 2010
IT Support Technician
Contract work with Dept. of Defense to assist in the developement of the newly built
Army Logistics University at Fort Lee to make classrooms operational. Duties included
bit not limited to:
•Creating and deploying images for HP, Dell and Lenovo desktops and laptops using
Norton Ghost.
•Working with operating systems Windows XP, Vista and 7.
•Adding computers to Active Directory and to domain.
•Troubleshooting hardware and software issues.
•Installing, configuring and troubleshooting Fortress 4.1 wireless sofware for laptops.
•Swapping out hard drives, DVD ROMs and motherboards along with video and
sound cards.
•Importing Verisign serurity certificates to Trusted Root Authority store for users.
•Creating Microsoft Outlook 2007 accounts.
•Fixing corrupted profiles through the registry.
•Diagnosing network connection problems in CAT 5 "drops".
•Resetting passwords for students.
•Installing Adobe Reader, Shockwave and Flash drives.
•Surveying unreachable nodes that weren't read during Sentinel scans.
•Installing and configuring HP 4000 and 5000 series printers along with some
Brother and Xerox machines.
•Adding printers to print server.
•Addressing DNS issues by way of ipconfig /flush & register DNS in command line.
•Enforcing all security measures as per Army regulations.
•Operating Bravo high volume CD burner to replicate educational materials for
students.
Go2IT Inc., Richmond, VA, October 2009 - February 2010
IT Technician
Contractor working at various sites around the Richmond area. Duties included but
not limited to:
• Installing Cisco switches for company networks.
•Troubleshooting networks.
•Setting up new workstations.
•Running new cable.
•Uploading images using Norton Ghost.
•Upgrading desktop systems.
• Installing and configuring pre-imaged desktops with Windows XP.
• Installing and configuring new network RICOH and HP printers.
•Executing disposition of old equipment.
Kelly IT Resources/Allstate Insurance, Hudson OH, March 2009 - June 2009
Technical Support Analyst
Duties included but not limited to:
•Overseeing conversion from Active Directory network to local workgroup for all
14,000 agencies nationwide.
• Setting up and configuring both Windows XP and Vista.
• Installation and configuration of Citrix Metaframe.
• Installation and configuration of MS Office Suites.
• Installation and configuration of various anti-virus programs such as Norton,
McAffee AVG, Symantic etc.
• Installation, configuration and troubleshooting of printers, faxes and scanners.
• Setting up desktop and printer definitions in AS400 applications such as Alstar.
• Testing new software.
• Setting up Outlook mail accounts.
KForce Inc./National City City Bank, Cleveland OH, October 2008 - February 2009
Tier 1 Help Desk Analyst
Duties included but not limited to:
• Troubleshooting printers, faxes and scanners.
• Troubleshooting various bank branch hardware such as validators, coin sorters and
credit card scanners.
• Troubleshooting and resetting Black Berry devices.
• Resetting passwords.
• Troubleshooting VPN and remote connections.
• Installing and configuring Linksys wireless software.
• Setting up Cisco remote connections.
• Installing various programs such as Java, Citrix, MS Office etc.
• Remotely working with Citrix thin clients by shadowing in and troubleshooting.
• Backup and restore client's pst files for Outlook in the event of lost emails.
• Recreating profiles for Outlook.
• Create or re-create Outlook accounts.
• Troubleshoot and reset printjobs in AS400 mainframe applications such as SARS.
• Mapping client stations to various network drives.
• Training clients on various local or web-based applications such as Peoplesoft etc.
• Creating and updating tickets along with implementing escalations.
• Used ServiceCenter Ticketing System
Apex Systems, Inc./Dell, Inc., August 2008
IT Consultant
Duties included but not limited to:
•Installation of Dell hardware both desktops and laptops.
•Troubleshoot any defects of new equipment.
•Running scripts for image deployment.
•Installing and configuring Microsoft Office Suite
•Restoring Outlook .pst files and confuring profiles.
•Maintained and updated inventory records.
•Oversee disposition of old equipment.
Robert Half Technology, Akron, OH, August 2007 - September 2008
IT Consultant
Duties included but not limited to:
•Installation of Dell hardware both desktops and laptops.
•Running scripts for image deployment.
•Installing and configuring Lotus Notes.
•Restoring archived Lotus Notes files.
•Backing up Outlook archived .pst files.
•Configuring Outlook profiles and restoring .pst files.
•Installing new printers and testing them.
•Performed conversion from Novell to Active Directory and ensured network
connection established and Active Directory account maintained.
InfoCision Inc., Akron, OH, March 2007 - August 2008
Communicator / Customer Service / Technical Support
Duties included but not limited to:
•Fundraising for conservative causes.
•Providing customer service for Time-Warner Cable.
•Limited IT work while going to school such as installing new cable and new Dell
desktops.
Mortgage Pointe Lending, Akron, OH, July 2002 - February 2007
Loan Officer / Marketer / IT Helpdesk
Duties included but not limited to:
•Providing leads for loan officers.
•Originate, initiate and process mortgage loans.
•IT work while going to school such as:
Installed network servers using Microsoft Server 2003 and configuring
domain controllers and enterprise servers.
Adding and deleting user accounts in Active Directory.
Installing Dell PCs and HP printers.
Installing anf comfiguring mortgage related software such as Loan Leader,
Mortgage Processer Professor etc
Setting up and troubleshooting network and VPN connectios for loan officers
working from home.
Repairing laptops.
Installing, configuring and trooubleshooting Microsoft Office Suite 2003.
Military Experience:
U.S. Navy, 1980-1985 - Primarily stationed in San Diego onboard USS Bagley FF-
1069 until 1984, then transferred to USS Gridley CG-21 for remainder of
enlistment.
• Honorable discharge at paygrade E-5
• Duties: Assigned Quartermaster rating responsible for navigating ship by
various means including radar, NAVSAT, celestial and OMEGA radio. Served three
WESTPAC excursions.
•
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