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Andrew
Frederick Cone |
1344 Park Ave Alameda, CA, 94501 (312)-206-3652 andrewcone@gmail.com |
I’m an exceptionally personable and extremely skilled Windows &
Active Directory Systems Admin/Senior Helpdesk Analyst/Helpdesk Supervisor with
12+ years of continuous hands on experience within the industry. I’m
enthusiastic, experienced, driven, friendly, and professional, and I’ve got
exceptional customer service skills. I’m looking to apply my skills to a
top-tier desktop & network support position, and I’m ready to work hard,
get the job done, and put my skills to work for the right employer.
To download a copy of this resume, please use the following links: Microsoft Word
97-2003 Format
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Training |
Microsoft Server 2003 Active
Directory/Group Policy/RIS |
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Technical Skills & Areas of Expertise |
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Employment History |
Synovate – Helpdesk & Active
Directory/Messaging Manager 2008 – Present Synovate is a Market Research firm founded
in 2003, pioneering online market research, while pioneering new solutions in
traditional media. Synovate maintains offices in 62 countries, and can be
found online at Synovate.com. |
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Supervised team of 7 technicians, from Tier 1
Helpdesk to support to Enterprise Active Directory & Messaging Support ·
Tracked individual and group ticket metrics,
mentoring directly where needed ·
Supervised Implementation and
Integration/Acquisition Projects ·
Responsible for all corporate-wide IT
communication, including liaising with non-IT departments ·
Employed Tiered Support Methodology, with
documentation detailing escalation methodology through internal Wiki ·
Responsible for training technicians & hiring
staff ·
Handled escalated customer service and technical
issues Synovate – Active Directory & Messaging
Engineer 2008 ·
Managed and maintained all Group Policies
throughout organization ·
Deployed and Managed Software through Group
Policy/Active Directory ·
Created, updated, and maintained login scripts ·
Managed McAfee E-Policy Orchestrator Service for
managing McAfee security products ·
Responsible for monitoring Exchange 2003 issues ·
Administered to and maintained Exchange and
Active Directory accounts ·
Assisted with configuration and troubleshooting
of enterprise applications that authenticated via Active Directory Synovate – Senior Helpdesk Analyst 2003 – 2007 ·
Most Senior Helpdesk Analyst on staff. ·
Consistently awarded and praised for exceptional
levels of service. ·
Created, Deployed, and Updated Microsoft Windows
2000/XP Desktop and Laptop images throughout the organization. ·
Created and maintained security policies for
desktops and laptops. ·
Deployed software through scripted installation,
allowing user-driven installations ·
Responsible for applying security patches to all
Desktops & Laptops throughout the region ·
Created and introduced Service Level Agreements
to IT Department (specifically infrastructure personnel) ·
Evaluated and was decision maker for supported
hardware throughout organization ·
Mentored and supervised junior technicians and
oversaw temporary staff during rollouts ·
Implemented Synovate’s first-ever Helpdesk
ticketing system using open source product (liberum.com), and set in place
phone queue support system ·
Assisted with screening prospective technicians
for available positions ·
Spearheaded and implemented desktop branding and
asset tagging Perot Systems Corporation – Site Support 2002 – 2003 Perot Systems is a global IT Consulting
company, delivering technology and support solutions to a wide-range of
clients. Their home page can be found at ps.net. ·
Provided site support for new HR Client start-up ·
Worked with client to plan, create, and deploy
workstation images and new hardware, and to transition user’s data, programs,
and settings from sister company ·
Worked with remote site support to provide
“on-the-ground” tier 2 & 3 support for on-site servers, applications, and
workstations ·
Created thorough documentation for both Perot
staff and client IT personnel ·
Created Intranet repository for publishing and
sharing documentation for IT staff providing remote tier 1 support ·
Responsible for deployment & inventory of
hardware to clients, and maintaining corporate OS images for all hardware ·
Coordinated with client networking and telecom departments to
resolve integration issues surrounding company re-acquisition Eterna Technology LTD – Lead Field
Technician 2002 – 2003 Eterna Technology was a consulting firm
providing not only hardware & software support to small and mid-range
clients throughout the Chicagoland era, but web design and application
hosting as well. Eterna ceased operations in July 2002 and their clients were
acquired by Glaser Technology. ·
Resolved 1st – 3rd tier
issues for clients ranging from application issues, LAN/Internet
connectivity, server issues, workstation repair & deployment, router
configuration, and security audits ·
Rebuilt company network to place application
servers in DMZ network areas, configured proxy server for internet access
& auditing of line activity, deployed and administered to application
servers for client hosting ·
Coordinated with internal programming department
and clients to deploy web-based solutions ·
Maintained & administered to hosted
application servers (Mail, Web, & Citrix) for clients ·
Evaluated daily client requests and deployed
technicians based upon prioritization of issues and ongoing projects ·
Created documentation for each client site for
technicians and client technical staff ·
Responsible for creating standard OS images for
clients utilizing standardized hardware ·
Researched and implemented cost-effective
solutions for small clients ·
Consistently requested by clients for technical
expertise and customer service skills Alternative Resources Corporation – Level 2
PC Technician 1999 – 2000 ARC provides consulting services and
technology solutions to mid and enterprise-sized clients. Their web page can
be found at arcnow.com ·
Provided Tier 1 & 2 support for workstation
and server issues for small and enterprise-sized clients ·
Provided technical and end-user documentation for
clients ·
Coordinated and resolved end user technical
support issues, ranging from resolving workstation functionality to
deployment of equipment ·
Planned and coordinated workstation moves during
client consolidation as well as inventorying retrieved assets Travelsmith Outfitters – Systems
Administrator & Desktop Support Technician 1997-1999 Travelsmith Outfitters is a 24/7 mail order
company that provides innovative clothing and adventure gear for casual and
expert travelers. Their web page can be found at Travelsmith.com ·
Coordinated and implemented infrastructure
implementation and upgrade into new facilities ·
Planned and deployed Novell server (and required
client upgrades) ·
Created workstation hardware and software
standards ·
Monitored network infrastructure and deployed
upgrades as traffic and business needs required ·
Planned and deployed company’s first e-mail
system via Microsoft Exchange 5.5/Outlook 98. ·
Installed and maintained backup solutions for all
servers ·
Provided sole workstation support for 150 user environment
in a 24/7 environment ·
Researched, priced, and purchased infrastructure
equipment |