SUMMARY:

• Manage and design Active Director users and computers, Domain Controllers, GPOs, OUs and Permissions
• IMAC (Install, Move, Add, Change) of users, personal computers, printers and mobile phones
• End users support via phone, email, remotely and onsite
• Performed and managed migration project from XP to Win7,8, 8.2 and 10, or server 2003 to 2008 or 2012
• Extensive experiences in Microsoft office 365, 2013, 2010, 2007 and 2003 troubleshoot, Outlook, Word, excel and PowerPoint, also Microsoft 2011 and 2016 for MAC users via 3 rd party software such as Casper and Centrify
• Highly experienced in Antivirus and Antimalware software and clean up infected workstations
• Highly skilled in break fix, upgrade PCs and Laptops hardware, repair, Image PCs, laptops all brands and models, thin client workstations, MAC systems, OSX operating systems such as Lion, Mavericks, Yosemite, and El Capitan, setting MAC, Imaging and configuring for join to the domain in Windows domain A/D
• Setting local and network printers and multifunction systems, configuring print server, support, and maintain workstations, and deployment applications
• Virtualization and resolved Software compatibility issues in new Operating systems Windows 7 & 8 and 10
• Familiarity with many ticketing systems, Service Now, Remedy, Tivoli, LabTech, Connectwise, and Autotask prioritization tickets according to the SLA, VIP and resolve the issues then closed the tickets
• Support and manage Exchange 2007, 2020, 2013, and office 365 exchange and email settings and configuration
• Image and configuring workstations with Ghost, Power Quest and Windows deployment with AIK (Automatic Installation Kit), and Windows PE (Preinstallation Environment), or SCCM and LANDesk
• Support smart phones, androids, iPhones, and Blackberries, BES server enterprise PDAs, iPads, configuring and troubleshoot all smart phones,
• Manage and configure Boardrooms, audio and video system and video conference system, via WebEx, Skype for business and so on
• Knowledge of Microsoft Server 2003, 2008, 2010, 2012 and Microsoft Small Business Server (SBS)
• Skilled and experienced with Exchange server 2003, 2007, 2010, 2013 and office 365 installation process,
• Experienced in VMWARE, Hyper V, Oracle Virtual Box,
• Linux and Unix most popular versions Like UBUNTU, RED HAT, SUSE, DEBIAN, CITRIX and VDI settings
• Knowledge of TCP/IP, DNS, DHCP, VPN, installation SQL server, SharePoint and manage Sites and services
• IIS version 6,7,8, deploy and Packaging Application, and FTP server configuration knowledge of Desk phone settings VOIP ( Confidential and some Confidential )
• Excellent Documentation and Organizational Skills, and updating knowledge base
• Managed Backup and restore data with BACKUP exec Symantec, or Web base backup apps system
• Manage Inventory assets and equipment list and update information regularly
• Support Virtual Machines such as VMware, Hyper V and Oracle Virtual Box
• Setting configuring Routing system and Network infrastructures
• Network Administrator, manage and maintain network connectivity,
• TCP/IP, LAN, WAN, and Wi - Fi settings and configuration
• Setup and configuration Switches, Routers, access point, and Firewalls
• Network security, settings Mail and Spam Filtering familiarity with Astaro Firewall, Sonicwall, Snapgear, and GFI filtering and other hardware and software security network systems,
• Administration and manage Group Policy, managed projects migration server from 2003 to server 2008 or higher
• Familiar with Configuring and installation IP cameras and link to the clouds
• Provided technical support over the phone and remotely or onsite
• Conducted customer training workshops, and end-users support to reduce issues and help request
• Provided training for technical support staff on new software/hardware or new technology
• Flexible and willing to take on a variety of duties, independently or in a team applying and team leading skills,
• Familiarity with warranty and under guarantee products and extended warrant, and follow up with vendors
• Interpersonal skills to deal with all modes customer to make them happy and satisfy of provided services

PROFESSIONAL EXPERIENCE:

Senior Desktop Support Analyst

Confidential, NY

Responsibilities:

• Support end users, (Install, Move, Add, Change) IMAC, configured personal computers, printers and mobile phones
• Took ownership of tickets, from users and prioritised issues according to SLA and resolved remotely or onsite
• Configured and deployed users’ equipment, performed replaced old laptop with new laptop as upgrade projects
• Migration projects such as Windows XP to Win 7, 8.2, and 10,
• Managed access permission for existing users or new users via group policy and A/D,
• Image and configured work stations and Laptop either for new users or as projects
• Technical support software, hardware, diagnostic and troubleshoot, support,
• Configured and setup meeting rooms Audio and video and projectors
• Support MAC users for all OS system Yosemite, Lion, OSX and Snow Leopard, familiar with MacBook Air, Pro Power MAC
• Support Active directory through with LANDesk, SCCM, and Web Base application such as Adaxes.
• Support Server Room and Data centre, Maintain servers and Patches all Windows Updates.
• Support Printers and Print servers, Maintaining, HP, Canon and Xerox Konica printers
• Manage and Support diagnose and trouble shoot Office 365
• Microsoft Office 2013, 2010, and performed migration project to higher version
• Support all Smart Phones, Android, Blackberries and iPhones, iPads, and PDAs, support IP phones.
• Provide and managing Asset Inventory and maintains records of asset and all inventory lists of equipment,
• Performing all other daily Base IT tasks, though all ticketing system Tivoli, Remedy, Service Now, Labtech

Desktop and Helpdesk Support Analyst

Confidential

Responsibilities:

• Supported more than 110 Companies including Law office, Medical clinics, and small to medium size business with over 7800 employees (end users)
• Maintained workstations, servers and their network systems both remotely via Autotask web base applications and on site, Performed Migration projects to Windows 7 Pro, Ultimate (64 & 32 bit). Each project was included to set over 100 -180 workstations in several brands like Dell, HP, and IBM
• Tested applications compatibilities with Win 7 both 64 and 32 bit, made exception to install those apps with no compatibility on virtual XP environment through Win 7, imaged group computers and software deployment
• Support PC Law software, Amicus applications and Speech devices (Philips),
• Settings and configuring Boardrooms A/V
• Maintained Network and security systems of Clients’ in all over US and Canada,
• Supported Bes server enterprise for Blackberries
• Setting, Exchange server 2003, 2007, 2010, SBS server 2008, terminal servers, Microsoft Server 2003, 2008
• Managed Active Directory created accounts and e-mails
• Settings, Firewalls systems ( Sonicwall, Cisco, Astaro, Snap gear) Spam filters, VPN setting and managed security Policy, settings SMTP, and POP3 Mail support, end users’ workstations hard ware software trouble shoot
• MS Office 2003, 2007, 2010, supported Outlook and e-mails and e-mails account settings,
• Software installation and deployment.
• Print server configuration and printer installation, trouble shooting,
• Imaged new computer and workstations or thin client
• Supported all escalated tickets from Level I, II and prioritizing requests and tickets and considering VIPs
• Level II, III support was remotely 25% and onsite75% and dealing with Clients directly

Senior Technical Support Analyst Tier II, III

Confidential

Responsibilities:

• Supported external clients and customers support large size company MTS Allstream, over 4500 end users
• Time management and prioritized for each ticket according to SLA,
• Imaged, re-imaged workstations and laptop, deployment applications, both manually and remotely via SCCM software,
• Install and set up network printers and print servers,
• Diagnosed hardware, software or network connectivity issues and troubleshooting via phone, remotely or on site,
• Ordered parts via vendors and communicated with them if necessary
• Replaced defective parts (break fix), or upgrade computer hardware.
• Suggestion to improve process for dispatching tickets in order to decrease the resolution time, suggestion for exceeded customer’s expectations
• Followed Service Level Agreement, technical reports, documentation, maintained inventory lists and analysed the issues and related solution, working with several ticketing software such as Tivoli, remedy, Assyst and Indus
• Managed e-mails, calls, prioritized tickets and issues, escalated unsolved issues to related departments or groups,
• Test application compatibilities, performed both helpdesk and desktop support, moved users to new location and reconfigured equipment such as Laptop or Desktop
• Monitors phones and other equipment as project and reconfigured OUs in A/D via SCCM

Technical support and Customer Service Representative

Confidential

Responsibilities:

• RMA department Customer Service Representative,
• Break fix desktops and Laptops and printers, installed peripherals and workstations
• Provided technical support over the phone and remotely or via the ticketing system application,
• OS installation imaging through with third party software such as ghost, partition magic and system recovery
• Data recovery and resolve the problem
• Upgraded Hard drive, memory and video card for end-users
• Support Malware, spyware and virus removal and other updates
• Software deployment and installation
• Laptop parts replacement and repairs all brands such as IBM, HP, Dell, Toshiba, Fujitsu, Acer and Tablet PC,
• Repair or replaced Cartridge, fusers, rollers and printers consumable replacement in a wide variety of printers
• Repaired and performed troubleshooting for all models of PCs servers, laptops and printers
• Maintained efficient backup plans with Symantec, Veritas, NT Backup and managed disaster recovery
• Resolved all issues due to blue screen, virus problems or spyware,
• Create client accounts and e-mail accounts
• Installs security and monitoring systems and IP cameras
• Repair Servers and configured raid card and OS installation