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

Desktop Support Engineer, Princeton, New Jersey

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

Information Technology Specialist, Springfield, New Jersey

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 Confidential ’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

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, Confidential ’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 EDTS Group thereby improving end user and upper management satisfaction; efficiently resolved issues to end users and upper management from the group

Instructional Support Technician

Confidential

Responsibilities:

• Single handed managed the Installation, configuration, maintenance, and monitoring of all Academic computers and printers on campus for Confidential Downstate Medical Center for several years before the creation of the EDTS group in 2012.
• Efficiently performed routine operating system reimaging for Academic Computer Labs tasks
• 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 (Mac, IPhone and IPad).
• Monitored and supervised asset tracking & equipment disposal; also handled recycling and repurposing of surplus machines and hardware.