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

 

Training

  Microsoft Server 2003 Active Directory/Group Policy/RIS

Technical Skills & Areas of Expertise

 

  • Active Directory management of enterprise PC’s, including remote software installation (RIS), securing desktop and laptops, Group Policies, and remote & unattended installation of operation systems
  • Troubleshooting and configuring Microsoft Windows XP, Windows 2003, & Vista and all previous versions of Microsoft Windows
  • Creation, deployment, and maintenance of Corporate desktop images (including offsite-deployment, and documentation)
  • Supervising, training, and fostering skills with junior level technical employees
  • Technical documentation for both support technicians and end-users
  • Creating package and scripted installations of a wide variety of software in multiple configurations
  • Experience with Novell 3/4/5/6, Microsoft Server OS’s NT 4.0 through 2003, and multiple E-mail server systems
  • Experience deploying & supporting Microsoft Office (97 through 2007)
  • Evaluating and making informed recommendations regarding most cost-effective solutions for a given situation or environment
  • Extraordinarily friendly customer service skills in all facets of the support process

 

 

 

 

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.

 

·         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