SUMMARY:

• A PMP Certified Enterprising, Dynamic and Accomplished customer - focused Desktop Support Engineer with over 11 years of experience in broad spectrum of computer operating systems applications and hardware.
• Excellent strategic thinker & team builder, along with abilities in technical troubleshooting to rapidly and cost-effectively resolve challenging technical issues.
• Possess strong abilities to effectively multitask and perform with a sense of urgency for rapid issue resolution.
• Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, tools, and testing methodologies.
• Exceptional customer service and communication skills; consistently convey competence and concern to end users.
• Successfully handling issues of advanced complexity which requires advanced knowledge and experience in PC, Printer, Laptop, Mobile, Hardware, Software
• Implemented IT related strategies to upgrade paths for migrating away from outdated computer operating systems
• Managed to save company’s cost of 1.1% in new computers and 17.33% in printer copier by negotiating with vendors
• As a Desktop Support Engineer ensured smooth working as a Desktop Engineer for Windows 7 and 10, Mac OS 10.10 to current, AirWatch MDM Administration
• Instrumental in Indulge in Ticketing Systems like; Trac-it, Change Gear, EasyVista, Autotask

SKILL AREAS:

• Desktop Support Troubleshooting IT
• Hardware & Networking Quality Assurance engineering
• Liaison & Negotiation Server
• Project Management
• Safety Management
• System Administration
• Customer Relationship Management
• Team Management
• MIS Reporting / Documentation
• Application Support & Maintenance
• IT Development Initiatives
• Software & Database Migration

TECHNICAL SKILLS:

Hardware: Apple Macintosh Desktop/Laptop and Windows PC Desktop/Laptop

Software: MS Office Suite, Symantec Ghost Solution Suite, Microsoft SCCM and Microsoft Active Directory

Operating Systems: Apple Mac OS X and MS Windows.

PROFESSIONAL EXPERIENCE:

Confidential, Princeton, New Jersey

Desktop Support Engineer

Responsibilities:

• Efficiently managing MS SCCM Admin, MS MDT Admin, MS AD Admin and PDQ Deploy/Inventory Admin to manage the deployment and security of devices and applications across the enterprise.
• Delivering support to clients; Matheson, Trac, MSC.
• Successfully handling issues of advanced complexity which requires advanced knowledge and experience in PC, Printer, Laptop, Mobile, Hardware, Software, etc troubleshooting and/or basic level server troubleshooting with the highest priority.
• Overseeing escalated point of contact for all issues that were unable to be resolved with the initial point of contact.
• Indulge in Ticketing Systems like; Trac-it, Change Gear, EasyVista, Autotask.
• Involves in providing services:
• Installing new hardware components, operating systems and software.
• Setting up network connections.
• Testing software and hardware compatibility.
• Perform implementation and maintenance for desktops, laptops and PDA systems to ensure maximum up time.
• Perform technical support, troubleshooting and tuning for all desktops and laptops.
• Perform desktop and laptop system image management and deployment.
• Perform onsite technical support to address desktop/laptop issues.
• Perform Remote support with Logmein, Goto Assist.
• Contributing significantly as a current member of the Windows 10\MS Office 365 Development & Rollout Team and a member of Laptop break fix escalation team.
• Ensuring smooth working as a Desktop Engineer for Windows 7 and 10, Mac OS 10.10 to current, AirWatch MDM Administration.
• Merit of getting recognition for quick adaptability, fast learning, good work ethic, and initiative.
• Major contributor to desktop Operating Systems and Applications deployment methodology.

Confidential, Springfield, New Jersey

Information Technology Specialist

Responsibilities:

• Performed research to develop solutions to technology issues related to company.
• Maintained and troubleshoot devices and systems, hardware, and software and peripheral devices like printers, projectors, and LED TV’s.
• Contributed towards guidance, advice about IT processes risks and best practices to other groups.
• Engaged and worked with outside resources to resolve issues as needed.
• Coordinated between end users and upper management to negotiate contracts for IT related services. Saved company’s cost of 1.1% in new computers and 17.33% in printer copier by negotiating with vendors.
• Implemented IT related strategies to upgrade paths for migrating away from outdated computer operating systems.
• Managed document system performance, bugs, debugging, and program requirements.

Confidential, Brooklyn, New York

Associate Director of Educational Desktop & Testing Services

Responsibilities:

• Efficiently guided a team of 2 full time employees, 1 part time employee, various work study, internship and volunteer staff throughout the year.
• Conducted training sessions for staff members in troubleshooting techniques and providing insight into best practices also provided training to Helpdesk Staff, Faculty, Administrative Staff, Students and Volunteers
• Conducted weekly staff meeting for handling problems among staff, keeping current on what everyone's doing, maintaining a positive organizational climate, arranging or overseeing supervision, organizing staff development, evaluating staff performance.
• Implemented process for improving the methods for imaging and deploying desktops of both Mac and PC’s.
• Successfully handled issues related to Computer Hardware, Desktop Software and Peripheral Devices viz. Projectors, LED TV’s and Printers
• Monitored and supervised the completed project to upgrade academic users to Windows 7 from Windows XP, thereby reducing the overall process time in migration Current Project Manager for creating both an Academic Testing Center and Academic Training Center on campus
• Effectively implemented a ticketing system called footprints that funneled the requests of users on the academic side to the group as well as distributed the assignments based on availability of staff
• Specialized in Liaison between senior management, end users and academic; involved in providing insight about technological needs for university
• Played a key role in providing stability and creditability to the Confidential Group thereby improving end user and upper management satisfaction; efficiently resolved issues to end users and upper management from the group

Confidential

Instructional Support Technician

Responsibilities:

• Single handed managed the Installation, configuration, maintenance, and monitoring of all Academic computers and printers on campus for Confidential several years before the creation of the Confidential group.
• Efficiently performed routine operating system reimaging for Confidential
• Conducted and monitored training and orientation sessions for end users and other IT staff on campus for subjects like Symatic Ghost, Mac OS X and Smartboard, NetSupport.
• Strong command on key tools like Symantic Ghost and managed hundreds of computer simultaneously by this tool.
• Played a key role in providing 1st level support and problem resolution for Hardware and Software issues.
• Contributed towards, asset tracking and equipment disposal, managed recycling and repurposing of surplus machines and hardware. Also provided Apple support for computers and mobile devices.
• Monitored and supervised asset tracking & equipment disposal; also handled recycling and repurposing of surplus machines and hardware.