SUMMARY:

• Seeking the position of an IT Manager, where excellent IT Management skills can be fully utilized.
• Business IT system management in various environments. Excellent Customer Service and communication skills.
• Excellent Project management, 3rd party /vendor management skill, Knowledge of ITIL Best Practices
• Outstanding knowledge of windows Operating System, MS Office 365 product, One Drive cloud environment and antivirus tools.
• Managing IT service desk activities, including - SLA (Service Level agreement), KB development, CS (customer support) feedback
• Managing Installation, configuration and troubleshooting of all types of standard Laptop/Desktop computers issues - in tier 3 level.
• Maintains and troubleshooting in Wyse (thinclient) devices with Citrix Xen App 6.5, Xen desktop 7 as a part of Citrix administration.
• Perform Incident and Ticketing system management, Manage Access control rights in Windows, Citrix,Unix and Wintel environment.
• Strong understanding of Windows-7 / 2008 Server/XP/Me operating systems & imaging software’s(Acronis).
• Experiences with managing of Active Directory(AD), MS Exchange Terminal server, TCP/IP, DNS, DHCP, LAN and Firewall in windows platform.
• Experience with Remote desktop connectivity applications like VPN, VNC,Remote Access (RSA) Novell remote assistance, WebEx, Live Meeting, and Windows Native tools
• Trained IT analyst & Expert with Microsoft Suite of products-(Ms office-2000/XP/2007/2010 applications) and Corporate Anti-virus software e.g. Symantec & MacAfee
• Excellent technical knowledge of installation, troubleshooting on LAN System. Good understanding of applications including e-mail system, Internet access, and databases operation.
• Excellent knowledge and troubleshooting skills in Blackberry, Ipad, Iphone ,Wyse devices.
• Strong knowledge on Incident ticketing management tools (ex- Service Now,Clio,CA service desk, SDM 12.1, Citrix go to assist )

PROFESSIONAL EXPERIENCE:

IT Specialist

Confidential

• Manage and participate in different IT projects as assigned. Contribute toward decision making and cost benefit analysis for new IT projects and System upgrades.
• Managing IT procedural documentation and relevant reports for IT department
• Supervising and supporting the roll-out of new project / applications/product lunch. Troubleshooting system and network problems and diagnosing and solving hardware/software faults; report to vendor technician for replacing hardware parts as required
• Perform other operational tasks when requested and as per business need
• Windows Server administration that includes Microsoft Active directory Management, Office 365 Administration, DNS, DHCP, VMware etc.
• IT Cost and Budget management for the department, conduct meeting with 3rd party vendor as require.
• Resolve 3rd Level IT problems via phone, remote assistance, or on site visit.
• Manage Citrix Ticking system, process and prioritize users IT troubleshooting tickets (Desktop,Laptops, citrix, software installation / configuration. Server /network Mobile phone -Blackbery/Iphone,VPN-remote access-related issues .),maintain SLA and Escalation.
• Conduct IT training for end users in various new Project, CRM system /software’s
• Perform IT project related presentation with in organization and outside 3rd party vendor.
• Administration and Managing detailed IT inventory of hardware components and software in a Windows network environment.

Senior Enterprise IT Analyst

Confidential

• Providing tier-2 support. communicate to both technical IT staff and non-technical clients as required
• Monitor and maintain the SLA level and ACW, LCW for the IT department, Generate weekly report for team huddle.
• Performing Citrix Administration with Citrix Xen App 6.5, Xen desktop 7 in Wyse devices and Edge-v,windows -7 environment .
• Documents tickets, analyses all IT problems and resolves or escalates calls.
• Producing and sharing well documented incident tickets; responding appropriately and timely to incident tickets.
• Installation and troubleshooting of EDGE and Novell networks platform.
• Provide guide line to corporate users and troubleshooting in IBM Main Frame applications.
• Troubleshooting, installation and guideline on Mainframe and web based applications like- Thomson Reuters, Bycom, ISM, TSYS.
• Troubleshooting on CISCO VIOP phones, Blackberry, I phone, I pad.
• Troubleshooting and configuring computer operating systems and financial applications in Windows-7/8/XP/server edition
• Receiving incoming IT helpdesk phone call, Issue tickets and escalates or transfer tickets as required. Operate Thinclient WYSE Device.
• Provide troubleshooting and dispatch IBM Technician for RICOH, HP, Xerox Printer hardware and secure printing technology.
• Talking clients/staff through a series of actions, either face to face or over the telephone to help set up systems or resolve issues;
• Troubleshooting on Active Directory, setting up new users' accounts and profiles and dealing with password issues; responding within agreed time limits to call-outs;
• Troubleshoot on Remote Access Service(RAS), RSA Hard token, Soft token, MS Exchange, and MS outlook issues .
• Prioritizing and managing many open cases/tickets at one time; rapidly establishing a good working relationship with clients and other IT department professionals, e.g., software access group, IBM technical partners.
• Responding to clients, vendors and developers for incident tickets inquiries/calls for assistance.

Senior IT Analyst

Confidential

• Install and deploy Bloomberg, PC view, (PACER), IA Client Desktop and Web version.
• Use Norton Ghost, Win PE, SD disk to Image desktop and laptops (IBM T420,T220)computers in Windows-7 and Windows XP. Deploy require software’s.
• Perform Installation and maintenance of HP server Z220,Dell Server-BASE LINE OPTIPLEX-960.
• Map Network and HDD drives Patch cable in the Local area network and in server switches.
• Upgrade end user PC's, applications and components, download and deploy new software for end users
• Install and deploy Mcafee End Point Encryption and Windows Bit locker for Hard Disk Drive Encryption.
• Diagnose and resolve computers & network issues
• Use Manage Soft to download and deploy software and Iron Mountain-Connect to back up computers.
• Assist network technicians in installing network interface cards, hubs, switches, network cabling and other related matters
• Participate in moves, adds and changes to network and systems access for new or departing employees
• Accurately log work orders, help desk requests and resolutions into IT software management system
• Initiate Remote desktop connection and terminal server as required
• Deploy Group policy and corporate Anti viruses as required.

IT Support Manager

Confidential

• Provide remote support as required. Repairs, troubleshoots, and performs regular maintenance of standard computer hardware equipment, Printer, Network equipment and multimedia projector setup as require.
• Responsible for providing high user service standards in dealing with and responding to user issues and questions to ensure proper follow-up with requester upon completion of the requests.
• Issue helpdesk reference no and tickets and register all helpdesk call into the system.
• Communicating with Telecom and IT vendors, installing standard VOIP & AVAYA telecommunications equipment including AVAYA headsets.
• Response to different department request and work as a team to implement new hardware and system .Resolve complex technical hardware and software problems.
• Installation and troubleshooting on Point of sales (POS) system in college cafeteria and library areas.

System Administrator

Confidential

• Responsible for the installation, configuration & maintenance of laptop and desktop computers work stations and software applications.
• Maintain all computer equipment's and hardware's.
• Configure and maintaining the workgroup, domain & network security.
• Control and monitor e-mail use, Web navigation, and installed software's.
• Making decisions that is related to the IT department.
• Maintain multi-layered client server environment based workstations platform.
• Ensure desktop/laptop workstations are interconnecting seamlessly physically (i.e. with RJ-11 telephone modem & RJ-45 Ethernet connectors) with diverse systems including email servers, Internet web server, file servers, etc.
• Evaluate and Install computer hardware, networking software, operating system software and software applications. Work with vendor support contacts to resolve technical problem.
• Managing and Perform data backups and disaster recovery operations.
• Monitoring all IT department related works. Train novice user.
• Conduct training session for the novice computer users.
• Installs standard new laptops and desktops in Windows platforms and complete inventory change management forms for every installation & move of computer equipment.

System Technical Support Analyst

Confidential

• System configuration, implementation and trouble shooting of the computer operating systems (Windows98/98se/Me/Xp/2000) in official environment.
• Evaluate, test and install Software packages and operating systems.
• Ensure Workstation desktop PCs and server’s software is up to date and patched.
• Maintain and organize the problems and solutions log for future investigation
• Communicating with the hardware vendor and workstation users for problems and find out solutions. Answering phone calls as required.
• Installation upgrades to Workstation desktop PC in university, which including the installation of I/O and NIC cards, Central Processing Unit(CPU),Hard Disk Drives, Printer ribbon cables, DVD/CD-ROMs, upgrade RAM, etc.
• Provide office desktop pc support and advice to all level users.