David E. Smith Email & Phone Number

Atlanta, GA, US

• Ability to clearly communicate technical concepts to non-technical people
• Utilized Active Directory for resetting user passwords and unlocking domain accounts. Making sure teammate are in the correct groups for obtaining proper access and permissions to requested
• Employed SCCM for remote computer connection for troubleshooting reported incidences and software installation
• Analyze, troubleshoot, and document probable cause of incidence for escalation purposed if needed
• Installed and Troubleshot Mobile Iron issues on Android and IOS devices. Utilized RSA SecureID console for troubleshooting remote access into company network.

• Ability to manage competing priorities. Provide support to troubleshoot hardware and network conflicts to resolution includes, but is not limited to Desktops, Laptops, and Printers.
• Document detailed information when responding to incidents or requests
• Install, configure, maintain, and troubleshoots a wide range of software; perform hardware/software upgrades to existing computer equipment as needed.
• Troubleshoot and resolve VPN issues for remote teammates.
• Used SCCM for remote computer access for troubleshooting reported incidences and software installation.

• Provided Remote Support assistance with deployment of Newly issued Android Tablets
• Perform Firmware back-up and Firmware upgrade of Fortinet Firewall.
• Updated Forticlient and installed new wireless access point for the office, ran speed tests
• Performed IP Telephone inventory, conversion and testing.

• Provides incident resolution to customers with H/W, S/W and application problems includes both customer telephone support as well as electronically submitted requests
• Utilized Active Directory for adding users as members to different groups, resetting user passwords and unlocking domain accounts. Group Policy update was performed after changes were made to an Active Directory Account.
• Provided onsite and remote technical support for hardware (desktops, laptops, printers and mobile phones) and software applications
• Performed troubleshooting for users experiencing problems with the company access to Intranet sites, network drives, and remote VPN access.

• Provided remote Level 2 technical support to Bank of America’s virtual users
• Remotely monitored, restarted, added and removed user(s) to and from remote systems using Desktop Director
• Provided remote assistance with network connectivity issues
• Performed remote application installation on company laptops and workstations using SMTools
• Provided resolution of technical issues, identifying the root cause and escalating issue when needed in a timely manner

• Performed remote and onsite system software deployment and installation using SCCM
• Utilized Active Directory to add/remove users to specific groups and to give permissions for certain software accesses
• Performed remote troubleshooting, software installation and configuration of computer peripherals
• Performed Data Migrations from Windows 7 to Windows 10
• Performed system upgrades and repairs on DELL laptops

 Provided remote IT support which includes troubleshooting hardware, software, operating system issues Resetting user passwords, unlocking domain accounts and adding users as members to different groups within Active Directory Experience in remote software installation, configuration of computer peripherals Configure, troubleshoot and resolve VPN.

Brookfield, Wisc., US

• Software/application installation support, mobile devices, video conferencing, desktop and laptop computers, thin clients, and virtualized computing environments.
• Provisioning of Thin Clients giving users access to the needed software to perform their day to day duties.
• Collaborated with fellow technical staff to share ideas, troubleshoot, and diagnose problems to resolution.
• Communicates action plan to the customer to keep user informed of how problem is to being resolved.
• Provide resolution specific documentation on the closure of all incidents to work orders. Performed data transfer of client’s information to network drive and/or replacement unit as needed.

Provide resolution specific documentation upon the closure of all incidents to work ordersSystem imaging and adding systems to APS Domain.Troubleshoot, isolate and resolve minor wireless network, or network switch issues and escalate as necessaryProvided mobile device support for Apple IPhones, IPads; Updating of Apple IOS on mobile devicesPerformed setup.

• Provided mobile device basic support on Apple IPads, Blackberry and Android Tablets
• Performed remote login to client computers using SDT, Citgo Assist and Citrix GOTO Assist
• Perform daily network administration tasks adding and removing users to and from their appropriate OUs, resetting user passwords and unlocking domain accounts within Active Directory
• Creating Functional/Organizational Mailboxes
• Setting up New User accounts
• Performed troubleshooting of RSA Key Fob tokens. Provided temporary user access to internal CDC network

• Performed data migration from Windows XP to Windows 7; Installation of updated applications, Add and removing of Workstations and Thin Clients to and from their appropriate Organizational Units in Active Directory
• Troubleshoot, Configure and Repair of Workstations, Thin Clients and peripherals for deployment on the Piedmont hospital’s domain
• Utilized SCCM and Remote Desktop for remote access to clients' computers for system configuration.

England, UK, US

• Perform daily network administration tasks adding and removing users to and from their appropriate OUs, and resetting user passwords within Active Directory
• Creation, forwarding and disabling of email accounts using MS Exchange 2007 and 2010
• Blackberry (BES) account management, provisioning and troubleshooting
• Troubleshoot Apple IPad, IPhones email issues
• Provided remote telephone support to internal and contracted consultants
• Document, escalate, update and resolve trouble tickets in the Remedy database

London, GB

• Install Windows OS and other applications configured Workstations for operation on company’s network and deploying them into the workplace and to remote users; Performed inventory of new and used equipment
• Documented, updated and resolved trouble tickets in the Clarify database

• Perform daily general local network administration utilizing Active Roles Server, Active Directory system management tool, software deployment tool, antivirus, and maintenance; Isolate LAN/WAN connectivity issues and.
• Provide on-site installation, repair, and support for hardware, software, basic networking services, peripheral devices, and other technologies for local school G.C.P.S.
• Setup, troubleshoot and repair of Audio Visual Equipment for G.C.P.S. meetings and conferences
• Provide resolution specific documentation upon the closure of all incidents to work orders
• Security software such as Anti-virus, Anti-SPAM, Anti-Spyware, and other security related technologies

• IT support environment experience supporting remote customers; Performed PC imaging using Ghost Imaging Software; Performed tape rotation and removal full tapes for offsite storage
• Handled and resolved trouble tickets, documented and updated Service-now database; relocated computer equipment; Hardware and Software trouble-shooting on Dell computers

Atlanta, Georgia, US

· Performed successful data migration and verification of clients' information, system profiles, documents, network drive mappings and printer settings · Successfully restored client's system profiles, documents, network drive mappings and printer settings · Performed inventory of new and used equipment

• Performed onsite hardware repairs and upgrades of Desktops and Laptop computers for Unisys, Dell and Lenovo warranty and contract clients

• Managed a team of three technicians. Oversaw the installation and setup of new peripherals, asset inventory for collection and shipment.
• Prepared network cabling for installation of peripherals; Testing and configuration of peripherals for installation.
• Conducted team meetings to brief support specialists concerning scope and deadline for successful project completion.

Atlanta, Georgia, US

• Performed hardware upgrade of laptop computers and desktop units
• Installed and configured Windows Operating System and other applications
• Backup and restoration of client’s system profiles, documents, network drive mappings and printer settings
• Repaired and refurbished laptops for deployment to company employees and charitable organizations
• Performed Quality Control testing of refurbished and decommissioned computers

Atlanta, GA, US

• Performed data migration and restoration of client information, system profiles, documents, network drive mappings and printer settings
• Utilized LANDesk to remotely login to client computers for troubleshooting, configuring and installation of software and peripherals

Jacksonville, Florida, US

• Served as a single point of entry for all contacts and inquiries into the NOC
• Monitor network servers using OASIS, REVEAL and Deep Matrix monitoring tools, taking necessary action when alarms are noted
• Remotely logged into web servers by using FTP, ping, pulling up websites or by any other acceptable method;
• Performed remote and onsite login to Linux servers to troubleshoot, shutdown and restart web services, shutdown and reboot Linux servers and removal of log files

Lisle, Illinois, US

• Assisted students and professors in locating books, articles, magazines and other periodicals for research
• Responsible for preventive maintenance of computer equipment in our E-library

Atlanta, Georgia, US

• Install Windows OS and other applications configured Workstations for operation on company’s network and deploying them into the workplace
• Performed firmware upgrades of wireless handheld communication devices
• Performed repairs of wireless inventory tracking computers and attaching Windows XP machines to the company’s Microsoft Domain

• Provided first and second level phone support to contract customers, consultants and administrative end users on various hardware platforms
• Provided technical troubleshooting and configuration support on Compaq File Servers, Professional Workstations and commercial desktops
• Assisted customers with re-configuring their Compaq laptop computers and desktop PCs using Compaq Restore CD utility and downloadable SoftPaqs

Bachelor Of Science, Network And Communication Management

Computer Networking