OBJECTIVE:

Aspiring to associate with a high - gr own o rganization with a c om petitive and c hallenging envir o n ment that helps c reate an ideal co ndition for delivering high q uality services.

S UMMA R Y

• Enthu siastic IT and Netwo rk Engineer with the neces sary drive and deter mination nee ded to resolve c om p lex, technical iss ues.
• Effective o rganizational skills and excellent wo r king k n owledge of Desktop Support and Netwo r king tec hn ologies with a co m mitment to keep up-to- date with the latest develo p ment s.
• Experienced in provid i ng motivation, guidan ce, and an up-to-date IT and Netwo rk s upp o rt co n s ultan cy serv i ce to clients and colleagues.

PROFESSIONAL EXPERIENCE:

Confidential, Washington DC

Desktop Suport Engineer

• Coordinate with Project Manager and the Deployment Team to maintain a list of staff members who receive the new Windows 10 image.
• Create backup collection in SCCM and populate collection with compliant computers.
• Schedule USMT Backup Task Sequence.
• Schedule popup Advertisement.
• Troubleshoot issues during Pre and Post Deployment Report.
• Populates collection with compliant computers using PowerShell.
• Troubleshoot issues the next day following the delivery of the new Windows 10 image.
• Remain abreast all problems plaguing new software and hardware in order to provide up-to-date support for staff.
• Special arrangements to support VIP users including advisors of CEO, Directors, Vice President’s, senior management etc. during the deployment.
• Enable the project team with any updates, process, and procedures.
• Responsible for providing technical guidance to the project team.
• Proactively handle any issues without leading to escalation.
• Troubleshoot any issues during USMT Network Backup of the user’s data.
• Run Pre-Flight reports, Run Post Deployment Check.
• Escalate out of scope scenarios to WBG’s Deployment Management and/or Engineering Teams.
• Work on Expedited cases where staff is in need of immediate engineering support by working alongside local IT team.
• Debrief the Project Manager and the team daily on the state of support services.
• Also working as part of the core team for other Windows 10 activities during the project including:
• Creating a process for shipment to country offices.
• Staging of PC’s (laptops and desktops) for deployments to both US and country offices.
• Replacement Deployment.
• Preparation for asset disposal and decommissioning of obsolete PC’s.

Confidential

Responsibilities:

• Acting as a liaison between senior management and clients, ensuring proper strategic communication for mission critical circumstances.
• Providing IT Support for desktop issues as an Onsite and on Field Engineer (face to face, phone and remote) for issues such as OS (windows XP, 7 & 8 and 10), Microsoft Office 2003/2007/2010, MS Project and MS Visio, Citrix client, VPN, RSA token, third party and web-based applications, Printers, Scanners.
• Supporting Windows 7 and Windows 8 desktop SOE environments problems. Writing technical documents for Service Desk personal to use as a troubleshoot guide.
• Fixing issues relating to VPN connectivity.
• Providing support for Specialist Equipment like Multimedia PC’s & MDT Tough Books with specific application support to NSW POLICE.
• Fixing boot failure, registry fix and system recovery, backup/restore & refresh of user profile and data recovery and transfer of user data to new laptop/desktop.
• Troubleshooting SCCM/AD/Exchange environment for multi-tenant environment.
• Fulfilling IMAC requests such as PC refresh (SOE Build and deployment), reconfigure and decommission.
• Managing computer and user account issue, account creation, group membership, password reset and account lockout issue in AD etc.
• Building servers, including OS installation, network configuration, and installation of Windows Server.
• Providing Server support on WINTEL platform running Microsoft Server 2003, 2008, 2012 including administration of Group Policy, Active Directory, Exchange, Terminal Services, DHCP, DNS, FTP & File and Print service.
• Monitoring the quality of service delivery by reporting on any issues and achievements and escalating where appropriate.
• Enforcing production assurance practices and able to advise users of policies and procedures where necessary.
• Meeting the metric targets for problem resolution and addressing issues (SLA’s).
• Asset management.
• Prepared knowledge base technical documents (Tips and solutions etc.) for future reference.
• Gathered and documented business requirements, functional specifications of projects.
• Design work flow and risk analysis of business requirements, business drivers and their impact on operational and financial performance.
• Worked closely with stakeholders at all levels to understand their requirements, to correctly determine priorities and to deliver outcomes as agreed upon.
• Proven ability to promote internal process change, including the ability to deal positively with uncertainty and cope effectively in a high performance environment change.
• Provided complete package migration from Windows XP to Windows 7, 8.
• Facilitates the use of technical subject matter expert capability to promote design of technical solutions/improvements.
• Assisted in quality assessments by supporting quality rating measures on key criteria.
• Contributed to the development of policies and procedures for the production and service support function.
• Used Microsoft System Centre Configuration Manager 2007 to deploy applications.

Confidential

IT Analyst

Responsibilities:

• Responded to service request promptly and effectively, resulting in efficient utilization of manpower and resources.
• Troubleshoot diagnosed and repaired end user computer hardware and software problems via telephone, remote tools or in person with an average of 40 calls a day depending on complexity.
• Ensured the security and quality of software and hardware through regular installation of software product updates and patches.
• Responsible for configuring and deploying desktop/laptop computers for new employees including imaging new machines.
• Refreshed and upgraded Desktop /Laptops that reached end of life.
• Created and updated support documentation for all desktop related issues.
• Prov ide Level 1 / 2 Supp ort to Use rs, face-to-face, telephone and email helpdesk support to Citrix XenApp user base.
• Windows Desktop (XP, 7, 8 and 10), Bespoke Applications, Network and Server.
• Provide on-site repair for PC, laptop, & printer that include upgrade & replacement of different hardware components like hard disk drive, memory module, video card, and network interface card. Moreover, analyse & troubleshoot PC / laptop.
• Prov ide s upport wi th LAN/WAN techn o log ies. Desktop (XP, 7 and 8), Bespoke Applications, Network and Server.
• Prov ide exper t ise wi th A c t ive Direct ory and Group Policy Management.
• Provide Support for smartphones including Apple iOS and Android.
• Take owne rsh ip of t he Inc idents and Request, Used Internal ticket system.
• T roubleshoot issues remot e ly w ith re m o te s upport t ools.
• Manag ing exist ing t ickets SLA ’s and resolving trouble tickets in a timely fashion.
• Windows 7, Data Migration.
• Decom m ission ing old Lap tops.
• Troubleshooting PC and printer connectivity issues and providing desktop /desk side support for company end users.
• Setting up and supporting both new and existing end users in Active Directory and granting access permissions.
• Supported various hardware types including, Dell, HP, Asus, IBM and Mac Desktop and Laptop Systems.
• Setting up and installing new hardware and software as needed and ensuring all systems are running up-to-date.
• Managing company hardware and keeping inventory on equipment.