Desktop Support Active Directory
Resume:
Jason Gebhart
********@*****.***
Dallas, Texas *5206
SUMMARY
Fully Bilingual in Spanish reading, writing and speaking.
CompTIA A+ certified IT Support Professional with over 10 years’ experience providing tier 1 and 2 support in enterprise windows based environments.
Highly experienced in supporting Windows Exchange and configuring Outlook accounts.
Advanced proficiency with Active directory including creating users and updating their permissions.
Skilled in Remote Desktop environments including Bomgar certification and VPN using cisco AnyConnect.
TECHNICAL SKILLS
Operating Systems: Windows 8, 10, and 11 environments.
Microsoft Office: 2018 and 365 environment including Word and Outlook.
Ticketing Software: Service Now and Coffee.
Hardware: PC’s, Mac’s, Android and Apple devices.
Other: Windows Exchange, Active Directory and SCCM
Akin Gump Law firm LLP(Contract thru Robert Half)
Desktop support Specialist
July 2024 – October 2024
Juan Pousada
Administered Cisco Duo thru the website
Used EMS to coordinate meetings
Administered CrashPlan thru the website
Configured and installed NetDocuments
Utilized Proxy Pro Identity manager Web console
Utilized Zoom User management
Configured and supported Endpoint security VPN
Utilized Citrix Workspace to access AD, Intune and Configuration Manager (SCCM)
Used Intune Admin Tools
Used AD Active Directory to reset passwords and check rights
Configuration Manager Admin Tools
Used the Service Now ticketing system
Configured desk phones using the Cisco Unified CM Administration
Used the Go to Assist remote support software
Supported Zoom and Teams meetings
Supported Office 365 and Outlook 365
Configured Webex for meetings and video conferencing
Utilized Microsoft Intune Admin Center
Installed and supported Power PDF Advanced
Worked with Lenovo Laptops hardware and software including bios configurations.
Used ShareFile
Used PS Ship to ship packages
Supported Litera Workshare compare for Word and PDF.
BAKER BOTTS L.L.P.(Contract thru Robert Half then converted into Permanent Position)
Desktop support Specialist
October 2022 - February 2024
Muhammad Khan
Supported VIPs with the White Glove Treatment
Configured, imaged and supported both hardware and software on Dell laptops
Used Active Directory to maintain user IDs
Used Configuration Manager Console
Used Asset Vision to maintain computer inventory
Used Bomgar to remote into users computers for remote support
Installed and configured Cisco Anywhere VPN
Installed, configured and supported Kofax Power PDF
Used Carbonite Endpoint to backup and restore data
Installed and supported iManage software and Work 10 Desktop iManage
Supported DoxX tools, Interaction, Workshare compare and Litera Compare
Worked with Polycom conferencing units
Configured and supported Office 365 as well as Teams and Teams meetings
Utilized Ivanti Mobile Iron to track cell phones
Supported iPhone including email configuration
GREYHOUND LINES INC (Contract thru Buchanan)
Windows 10 Migration Engineer/Desktop Support Engineer
October 2021 – September 2022
Jade Allen
Set up and Imaged new HP laptops and desktops for deployment in the field
Configured User accounts using Active Directory
Tracked inventory using SCCM software
Upgraded desktop RAM to meet minimum requirements for Windows 10
Troubleshot Printer issues and replaced printers when necessary
Supported users in the field when needed for various helpdesk issues
Configured Crowdstrike and Zscaler on all computers
SANTANDER CONSUMER USA
Desktop Support Engineer
March 2020 – April 2020
Cliff Gaston
Set up and configured iPhone and Android phones for remote work
Configured Laptops for remote work during the Corona Virus work from home transition
Imaged Windows 10 HP laptops using PXE boot and uefi and legacy Bios settings
Configured outlook and skype
Used Active directory for password and rights administration
Ran updates for HP laptops
Configured Cisco AnyConnect for VPN
SANTANDER CONSUMER USA (Contract thru Collabera)
Windows 10 Migration Engineer
October 2019 – February 2020
Martin Vogt
Imaged Windows 10 HP laptops using PXE boot and uefi and legacy Bios settings
Configured outlook and skype
Used Active directory for password and rights administration
Ran updates for HP laptops
Utilized Bomgar Remote Software
Used McAfee Dashboard Epolicy Orchestrator Administrator to configure users
Used Entrust Identity Guard Administrator to set up Entrust VPN encryption
Configured Cisco AnyConnect for VPN
HUDSON ADVISORS (Contract thru Buchanan)
Windows 10 Migration Associate July 2019 - September 2019
Bill Hutchings
Provided technical support for the helpdesk
Provided technical support regarding any issues that arose from the migration of Windows 10
Utilized Active directory to unlock accounts and reset passwords
Utilized SysAid to track assets and inventory as well as open tickets
Utilized Passport to track and move inventory for the company
Used SCCM to track inventory
RIBBON COMMUNICATIONS(Contract thru Buchanan)
Network Migration Associate August 2018 – February 2019
Roger Bray
Provided technical support regarding any issues that arose form the migration of domain
Supported Cisco AnyConnect VPN secure mobility client
Utilized windows server 2008 to access active directory
Supported Office 365 including Outlook, Word, Excel and PowerPoint
Used KACE systems management software
Utilized CARBONITE software as an administrator to back up data.
Used Trend Micro Office Scan as an administrator installing and removing program from computers.
Installed and troubleshot Malwarebytes anti-malware
Installed and Maintained Sophos antivirus software as Administrator for Sophos Central website
Supported Software and Hardware helpdesk issues for over 500 users worldwide
Utilized Bomgar to connect remotely to users in over 20 countries around the world.
WHITLEY PENN, Dallas TX (Contract thru Buchanan) Mar 2018 – May 2018
IT Desktop Support (Contract)
Dee Dutton
Provided technical support for Windows 7, Office 2013, and Outlook 2013
Completed tasks to include, but not limited to: troubleshooting/configuring/maintaining desktop/server hardware, operating systems, office productivity software, network hardware and software, security devices and software, printers, and mobile devices
Worked with supervisors to plan and execute support related tasks and ensures timely resolution of customer issues as they are assigned.
Document work performed upon completion according to company policy and guidelines
Assisted in lower level AD provisioning as well as Email Encryption using Excellion
Configured and trouble shot and maintained Internal VPN system that supported FortiClient VPN
Supported Checkpoint security encryption
Utilized Service Wise ticketing system, to enter, track and escalates tickets to the proper technician
Utilized Go to Assist remote software log ins and trouble shooting.
FEDERAL DEPOSIT INSURANCE CORPORATION, Dallas TX (Contract thru Insight Global)
Oct 2017 – Mar 2018
Helpdesk Support Specialist
Trevor Malet
Displayed a Strong knowledge and advance proficiency in the delivering of support in an enterprise Microsoft Windows based environment including the troubleshooting and support of Windows 7, Windows 10, and the Microsoft Office suite including Outlook
Routinely utilized proven troubleshooting methodology and a desire to solve challenges
Efficiently handled tier 1 Active Directory, DNS and DHCP related tickets as well.
Holds a solid foundation and basic understating of Network related issues including but not limited to; IP addressing, subnets, routing, switching
Working knowledge of antivirus, backups, and virtualization.,
Utilized service now ticketing system
Supported cloud based infrastructure issues with an Azure Encryption and Citrix receiver
Utilized Bomgar remote software to assist with Windows remote support
Installed McAfee security software, and assisted in keeping end users computer running at optimum efficiency and security
Assisted with telecom issues in regards to Avaya Voicemail password resets
Proprietary software programs specific to the FDIC.
MARY KAY COSMETICS, Addison, TX (Contract thru Insight Global) Oct 2016 –Aug 2017
Travel and Housing Technical Support Representative
Martha Gray
Provided technical support to employees and assisted staff with an enthusiastic and empathetic demeanor
Answered travel and housing related questions over the phone and via email and provide technical support navigating the company travel website.
Routinely met KPI’s and learned how to run reports.
Responsible for documentation of all pertinent information concerning customer calls.
Responsible for following escalation procedures to ensure quality and timely resolution of customer problems.
Displayed the technical capability to identify, analyze, and troubleshoot complex problem I regards to web application and end users
Performed hands on hardware/software installations, upgrades, and repairs.
Installed, configure, test, maintain, monitor, and troubleshoot end user workstation hardware and software products.
COMPUCOM, Dallas TX Apr 2016 – Aug 2016
Technical Support Representative
Rochelle Stewart
Diagnosed and troubleshoot end user desktop application issues and provided appropriate solution
Provided timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction
Provided case status updates to management and end-users per service level guidelines utilizing the Service Now Ticketing system.
Supported and maintained various software including but not limited to; Active Directory, Office 365, Outlook 2013, and Windows 7
Supported and maintained various hardware including but not limited to; Printer and Scanners, Computers, Tablets and phones
Developed, documents, and implemented standard operating procedures and customer service guidelines relating to remote IT support
Provide support for PCs, laptops, printers, cell phones, and tablets etc.
Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)
Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
Communicates with customers at all levels of technical and non-technical skills sets
Follow all standard operating procedures (SOP) through the effective use of Knowledge management
Assisted with VPN issues and escalated as need
Routinely performed Remote Desktop Support using LogMeIn and Bomgar as remote lo in tools
Assisted with application support in the following; iPhone Exchange mail setup, IE Settings Proxy and Security Settings, Microsoft Outlook webapp
Other Technology in Environment: Oracle Identity Manager, Altiris, Citrix, Password generator, Cyberark Privileged Account Security, RSA security console,. Spark chat.
GREYHOUND, Dallas, TX Sep 2002- Mar 2008
Computer Helpdesk Technical Support
Kacy Dobson
• Used Heat ticketing system to document calls,
• Provided support for MS Office, GroupWise email,
• Microsoft Networking, Internet Explorer, TRIPS ticketing system,
• KRONOS Timekeeper, Oracle.
• Supported network based Proprietary software troubleshot Aloha POS system when necessary and reset passwords
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